Educating Your Clients from A to Z: What To Say and How to Say It, Second Edition
Nan Boss, DVM

VSPN Review by Sharlene Halozan, RVT Star
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You may purchase this book on Amazon.com.

Educating your clients from A to Z reviews "how to" properly and thoroughly understand the communication skills needed to effectively and efficiently speak with clients and the veterinary team. Learning the art of communication is a skill that is commonly missed and over-looked when studying the science of veterinary medicine. Learning how to talk to owners, communicating with team members, and knowing how to deal with conflict, are important aspects of any job, but never more so than in the veterinary clinic. The ability to communicate effectively is just as important as the performance of the actual care and treatment of a patient. If we can’t communicate what we need to do, how can we expect our clients and staff to trust us, and therefore let us do our job? A question to consider carefully as one reads this book.

This book fills a void that has been missing in veterinary medicine – that of effective communication. The author has set goals for the reader; to work as a team, increase communication skills with clients and coworkers, and to increase the quality of pet care by using good communication skills to prolong a pet’s quality of life. Client handouts are found throughout the book and are accessible from the internet and can be modified for free to fit your practices needs. These goals are great topics for staff meetings in order to facilitate on-the-job review of just how we are communicating.

The text includes chapters that address appointments, behavior, emergencies, grief counseling, money matters, over the counter sales, telephone skills and risk management. Other chapters address specific topics such as discussing heartworms, dentistry and vaccinations with clients.

Dr. Boss brings an invaluable tool to learning how to handle appointments, various situations that arise, and the art of communication though empathetic and caring techniques. I would recommend this book to anyone entering into the veterinary medical field, especially at a clinical level where daily interactions with clients are the norm. Caution: don’t be surprised if the book brings a few tears. What we do is important and even when the days are long and tough; it is nice to know that there are clients standing by that appreciate the care and love we give to their fur babies. A definite “must-have” for technicians and other staff.

Publisher: AAHA press, 2011

ISBN 9781583261538


Table of Contents
Book Reviews
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Introduction
Alternative Medicine
Anatomy
Anesthesia/Analgesia
Animal Welfare
Aquatic/Fish
Avian
Behavior
Camelids
Canine
Cardiology
Client Education
Cytology / Hematology / Histology
Dental
Dermatology
Dictionary/Reference
Drugs/Pharmacology
Emergency Med
Endocrine
Epidemiology
Equine
Ethics
Exotics
Feline
Food Animals/Livestock
General
Genetics
Geriatrics
Handling & Restraint
Human-Animal Bond
Imaging & Radiology
Immunology
Infectious Diseases
Internal Medicine
Laboratory Medicine
Microbiology
Multimedia
Neurology
Nutrition
Oncology
Ophthalmology
Orthopedics
Parasitology
Pathology
Pediatrics
Physiology
Physiotherapy
Practice Management
 
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A Veterinarian’s Guide to Financial Planning (VSPN)
 
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You are hereEducating Your Clients from A to Z: What To Say and How to Say It, Second Edition
 
Equine Hospital Manual
 
Exam Room Communication for Veterinarians: The Science and Art of Conversing With Clients
 
Handbook of Veterinary Communication Skills
 
Job Descriptions and Training Schedules for the Veterinary Team (VSPN)
 
Pain Management in Veterinary Practice (VSPN)
 
Patient Assessment (VSPN Review)
 
Vet. Practice Managemt. 3rd Ed.
 
Veterinary Euthanasia Techniques; A Practical Guide, 1st Ed (VSPN Review)
 
Veterinary Office Practices (VSPN Review)
 
Veterinary Safety Manual (VSPN Review)
 
* Essential Law Landowner 4th Ed.
 
* Front Office Management for the Veterinary Team (VSPN Review)
 
* Vet. Med. & Practice in Future
 
* Veterinary Support Team
 
*Building Practice Vol. 2
 
*Design the Dream
 
*Veterinary Med. Team
Primates
Rabbits, Rodents & Ferrets
Reproduction
Reptile/Amphibian
Research
Respiratory
Ruminants
Sheep/Goats
Shelter Medicine
Surgery
Swine
Technicians
Toxicology
Urology/Renal
Veterinary Education
Wildlife-Zoo Animals
Zoonoses

Date Published: August 20, 2015

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