Handbook of Veterinary Communication Skills

Description

This is the first definitive textbook on veterinary communication, written specifically for students and veterinary professionals by a group of international experts. Communication is a core clinical skill, and is now taught as a compulsory part of most veterinary degree courses. Good communication is crucial to the veterinarian-client-patient relationship, to patient health and ultimately to the success of any veterinary business.

The book covers all the key areas of communication including: the basic framework for the veterinary consultation; professional, ethical and legal aspects; communication with clients and colleagues; and coping with end-of-life and other difficult situations. It combines the most up-to-date research with a wealth of practical information, such as:

· Real-life case studies to help you apply your learning to real scenarios
· Simple step-by-step guidelines showing you how to deal with specific situations
· Examples of written resources you can use in practice

This valuable textbook has been written and edited by a carefully chosen group of specialists, comprising veterinary communication lecturers, veterinary practitioners, training managers and counsellors.

Table of contents

Contributors
Foreword
Introduction
Acknowledgements

Chapter 1 Basic communication skills

• Mary Kirwan
• Introduction
• Background and origins
• The importance of communication
• Definition of key terms
• Models of communication
• Verbal and non-verbal communication
• Listening
• The cultural context of communication
• Summary
• References

Chapter 2 A framework for the veterinary consultation

• Alan Radford
• Introduction
• A guide to the veterinary consultation based on the calgary–Cambridge observation guide
• The physical examination
• Closing the consultation
• Summary
• References

Chapter 3 Professional, ethical and legal aspects of communication

• Carol Gray
• Introduction
• Communicating professionalism
• Gathering information from clients
• Giving information to clients
• Informed consent
• References

Chapter 4 Compassionate communication: Working with grief

• Susan Elizabeth Dawson
• Introduction
• The HCAB
• Review of quality-of-life indicators
• Setting up and running continuing care clinics
• PET loss support groups
• CPD opportunities
• Resources and useful websites
• References

Chapter 5 Dealing with difficult situations

• Carol Gray and Jenny Moffett
• Introduction
• The use of veterinary communication skills at the end of life
• A seven-step approach to communication at end-of-life
• Euthanasia – before, during and after
• Welfare concerns
• Informed clients
• Communicating cost
• Dealing with anger
• Communication of mistakes
• References

Chapter 6 Communicating with colleagues

• Geoff Little
• Introduction
• The team and its leader
• Induction schemes and mentoring
• Appraisals
• Exit interview
• Delegation
• Standard operating procedures
• Staff suggestion scheme
• Practice meetings
• Reporting structure
• Rotas
• Interpractice communication
• References

Chapter 7 Communicating with a wider audience

• Jenny Moffett
• Public speaking for beginners
• Veterinary medicine and the media – a meeting of two worlds
• References

Chapter 8 Communication and self-care in the veterinary profession

• Communication, Stress and the Individual
• Martina A. Kinsella
• The first step to inner freedom
• Moving from victim to victor
• Implementing change
• Learning assertiveness skills and becoming an assertive individual
• Beyond words: Communication, social relationship and health
• David Bartram
• The disclosure phenomenon
• Importance of social relationships
• The role of telephone support helplines
• Summary and conclusions
• Acknowledgements
• References (Communication, Stress and the Individual)
• Further Reading (Communication, Stress and the Individual)
• References (Beyond words: Communication, social relationships and health)

Index