Communication is an issue for many veterinary clinics. Intrapersonal communication amongst the staff, communications with clients, communications with sales representatives, and maybe communication with the public may be part of a normal day at a veterinary clinic. Learning how to communicate is an important skill that is needed in any job, but can be essential for day-day duties in the clinic.
The Handbook of Veterinary Communication Skills first chapter lays the foundation of what is needed for good communication. For this reviewer, the sections on models of communication, verbal and non-verbal communication and listening contained solid information that anyone can use in any area of his/her life. Chapter two is geared more toward the veterinarian and consulting. Chapter three is another chapter for all team members as it discusses professionalism (both in appearance and conversation), speaking with clients and informed consent all of which are becoming important in the field of veterinary medicine.
Chapters four and five really go together as they address working with grief and difficult situations including end-of-life decisions and a seven step approach to communication at end-of-life. Chapter five also covers those difficult situations with angry clients. Chapter six covers in-clinic communications with the team such as appraisals, meetings, and exit interviews. Chapter seven is for communicating with a wider audience such as the press or public speaking at a conference.
This is a well written text that sometimes goes a little deeper than this reviewer wanted, but it was all relevant material. The authors and contributors are from Great Britain, so some of the terminology is slightly different than what we use in the United States. I would highly recommend this text for veterinarians, especially those who manage their own practices and practice managers seeking to improve communication with their staff.
Publisher: Wiley-Blackwell (2010)
197 pages; Softcover
ISBN-13: 978-1-4051-5817-6