Connecting with Clients: Practical Communication for 10 Common Situations

Connecting With Clients Practical Communication For 10 Common Situations Connecting With Clients

By Dana Durrance and Laurel Lagoni

Connecting with Clients: Practical Communication for 10 Common Situations gives every member of the veterinary team insightful, easy-to-understand information about what to say and what to do in a variety of challenging client-relations situations.

Authors Dana Durrance, MA, and Laurel Lagoni, MS, provide a situation summary and assessment for each of the ten circumstances covered, as well as role play exercise ideas. Designed to be used as both a quick reference guide and team training tool, this indispensable book includes: an interactive online video component; an overview of communications skills; a glossary of communication terms; advice for developing your own protocols; an additional resources section; a role-play feedback form.

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Table of Contents

Acknowledgments
Preface
How to Use This Book
Communicating and Connecting
Veterinary Communication
Communication Protocols and Clinical Communication Skills
10 Common Situations
1. Dealing with Emergencies and Crisis Situations
2. Dealing with Financial Constraints
3. Dealing with Mistakes, Accidents, or Unexpected Outcomes
4. Dealing with Angry Clients
5. Dealing with Client Complaints
6. Dealing with Anxious Clients
7. Dealing with Indecisive Clients
8. Dealing with Children
9. Dealing with Euthanasia Appointments
10. Dealing with Grieving Clients
Appendix: Forms
1. Three-Step Emotional Support Protocol Planning Form
2. Sample Three-Step Emotional Support Protocol Planning Form
3. Role-Play Feedback Form
Resources
Glossary
References

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