Contributors vii

Foreword ix

Acknowledgements xi

Introduction xiii

Chapter 1 Basic communication skills 1
Mary Kirwan

Introduction 1

Background and origins 1

The importance of communication 2

Definition of key terms 3

Models of communication 4

Verbal and non-verbal communication 7

Listening 15

The cultural context of communication 21

Summary 22

References 22

Chapter 2 A framework for the veterinary consultation 25
Alan Radford

Introduction 25

A guide to the veterinary consultation based on the Calgary–Cambridge observation guide 27

The physical examination 37

Closing the consultation 37

Summary 38

References 38

Chapter 3 Professional, ethical and legal aspects of communication 39
Carol Gray

Introduction 39

Communicating professionalism 39

Gathering information from clients 41

Giving information to clients 42

Informed consent 47

References 59

Chapter 4 Compassionate communication: working with grief 62
Susan Elizabeth Dawson

Introduction 62

The HCAB 63

Review of quality-of-life indicators 93

Setting up and running continuing care clinics 95

PET loss support groups 96

CPD opportunities 97

Resources and useful websites 97

References 98

Chapter 5 Dealing with difficult situations 100
Carol Gray and Jenny Moffett

Introduction 100

The use of veterinary communication skills at the end-of-life 100

A seven-step approach to communication at the end-of-life 102

Euthanasia – before, during and after 105

Welfare concerns 109

Informed clients 110

Communicating cost 112

Dealing with anger 115

Communication of mistakes 118

References 122

Chapter 6 Communicating with colleagues 127
Geoff Little

Introduction 127

The team and its leader 128

Induction schemes and mentoring 131

Appraisals 132

Exit interview 133

Delegation 134

Standard operating procedures 136

Staff suggestion scheme 139

Practice meetings 142

Reporting structure 144

Rotas 145

Interpractice communication 145

References 147

Chapter 7 Communicating with a wider audience 149
Jenny Moffett

Public speaking for beginners 149

Veterinary medicine and the media – a meeting of two worlds 155

References 166

Chapter 8 Communication and self-care in the veterinaryprofession 168

Communication, stress and the individual 168
Martina A. Kinsella

The first step to inner freedom 169

Moving from victim to victor 170

Implementing change 171

Learning assertiveness skills and becoming an assertive

individual 173

Beyond words: communication, social relationship and health 176
David Bartram

The disclosure phenomenon 177

Importance of social relationships 180

The role of telephone support helplines 183

Summary and conclusions 185

Acknowledgements 185

References (Communication, stress and the individual) 185

Further reading (Communication, stress and the individual) 186

References (Beyond words: communication, social relationships and health) 186

Index 190