Developing Communication Skills for Veterinary Practice

About the Authors xiii

How to Use This Book xv

Acknowledgments xviii

1 Introduction 1

Communication Matters 1

Equip Your Communication Toolbox 2

Practice, Practice, Practice 3

Appreciate Communication is An Art and a Science 4

Build, Maintain, and Sustain Relationships 4

Enhance Clinical Outcomes 5

Foster Veterinary Team Culture 8

Make Time to Communicate 9

Answer Key 10

References 10

2 Communication Styles 12

Introduction 12

Set the Scene 14

Adapt Communication Styles to Clients 14

Adapt Communication Styles to the Team 22

Put the Communication Styles into Practice 26

Take It Away 29

Answer Key 29

References 29

3 Opening-the-Interaction 31

Introduction 31

Set the Scene 32

Opening Client Interactions 33

Opening Team Interactions 41

Put the Opening Skills into Practice 43

Take It Away 46

Answer Key 46

References 48

4 Information- Gathering 49

Introduction 49

Set the Scene 51

Gather Patient, Client, and Environment Information 52

Gather Situation, Colleague, and Environment Information 72

Put the Information- Gathering Skills into Practice 76

Take It Away 79

Answer Key 80

References 80

5 Attending to Relationships 82

Introduction 82

Set the Scene 83

Attend to Client Relationships 84

Attend to Team Relationships 93

Put the Relationship Skills into Practice 94

Take It Away 96

Answer Key 97

References 97

6 Attending to Tasks 98

Introduction 98

Set the Scene 100

Attend to Client Tasks 101

Attend to Team Tasks 108

Put the Task Skills into Practice 111

Take It Away 113

Answer Key 113

References 113

7 Diagnostic and Treatment Planning 115

Introduction 115

Set the Scene 117

Plan with Clients 117

Plan with the Team 143

Put the Planning Skills into Practice 145

Take It Away 150

Answer Key 150

References 151

8 Closing-the-Interaction 155

Introduction 155

Set the Scene 157

Closing Client Interactions 158

Closing Team Interactions 161

Put the Closing Skills into Practice 163

Do- It- Yourself Exercises 163

Take It Away 164

Answer Key 164

References 164

9 Communication Coaching 165

Introduction 165

Set the Scene 168

Attend to the Process of Communication Coaching 168

Attend to the Content of Communication Coaching 182

Commonly Asked Questions Related to Communication Coaching 183

Colleague Scenario 185

Team Scenario 186

Talk Through Technology – Video- Recording 187

Put the Coaching Skills into Practice 189

Take It Away 190

Answer Key 191

References 191

10 Transferring the Skills to Various Contexts 193

Introduction 193

Scenarios 194

Client Conversations 194

Team Conversations 205

Take It Away 213

References 214

11 Now What? 216

Twelve Recommendations 217

Put the Communication Skills into Practice 218

Take It Away 224

References 224

Appendices – Tools to Support Coaching and Communication Skills Learning Sessions 225

Appendix A: 20 Communication Skills 226

Appendix B: Coaching Process Card 229

Appendix C: Communication Skills Checklist 233

Index 235