Handbook Of Veterinary Communication Skills

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.

Carol Gray is a Lecturer in Veterinary Communication Skills at the University of Liverpool, and has been instrumental in the introduction of communication skills training to UK veterinary undergraduates. She is also a Fellow of the Higher Education Academy, a Registered Practitioner with the HE Academy, UK, and is a member of the LIVE team (RVC Centre for Excellence in Veterinary Education).
Jenny Moffett is Director of Communications at Ross University of Veterinary Medicine, St. Kitts. She is a past editor of the Irish Veterinary Journal and a freelance veterinary journalist. She holds a veterinary degree from the Royal Veterinary College, London, a Master's in Science Communication from Dublin City University and a Diploma in Marketing Communications from the Communications & Management Institute, Dublin.

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