Exam Room Communication for Veterinarians: The Science and Art of Conversing with Clients

Special discounted price! Original price $40.95 M | $46.95 NM

Studies prove what you intuitively know: excellent exam room communication skills build rapport with clients, improve compliance, and reduce your risk of liability. But that’s not to say it’s always easy, especially with difficult clients.

Bone up on your skills and improve the exam room experience for everyone with this insightful resource. Based on scientifically validated personality type studies, the FALE communication system provides solid tips on verbal communication and body language, plus concrete guidance in communicating effectively based on the different ways you and your clients gather and process information. Using proven principles, self-tests and a system for communicating with different personality types, you’ll strengthen client relationships and loyalty, and ultimately enhance your job satisfaction and bottom line.

Preface

Part I. The Science of Veterinary Communication
1. Better Communication—What’s in It for Me?
2. What Do Clients Really Want?
3. Verbal and Nonverbal Communication During the OFFICE Call

4. Grief Communication and Euthanasia

Part II. The Art of Conversing with Clients
5. Cognitive and Social Styles
6. Determining Cognitive Style
7. The Hawk
8. The Dog
9. The Kitten
10. The Owl
11. Conversing with All Cognitive Styles via the FALE System
12. Assessing Your Own Veterinary Conversation Style
13. Field Guide to Veterinary Personality Types
14. Avoiding Conversation Quicksand

15. Using Communication to Combat Burnout and Create Job Satisfaction

Appendix A: Personality Assessment
Appendix B: Burnout Inventory
Appendix C: Hobby Suggestions Based on Social-Cognitive Styles
References
Resources
Index