Handbook of Veterinary Communication Skills

Table of Contents:
Contributors vii Foreword ix Acknowledgements xi Introduction xiii Chapter 1 Basic communication skills 1 Mary Kirwan Introduction 1 Background and origins 1 The importance of communication 2 Definition of key terms 3 Models of communication 4 Verbal and non-verbal communication 7 Listening 15 The cultural context of communication 21 Summary 22 References 22 Chapter 2 A framework for the veterinary consultation 25 Alan Radford Introduction 25 A guide to the veterinary consultation based on the Calgary–Cambridge observation guide 27 The physical examination 37 Closing the consultation 37 Summary 38 References 38 Chapter 3 Professional, ethical and legal aspects of communication 39 Carol Gray Introduction 39 Communicating professionalism 39 Gathering information from clients 41 Giving information to clients 42 Informed consent 47 References 59 Chapter 4 Compassionate communication: working with grief 62 Susan Elizabeth Dawson Introduction 62 The HCAB 63 Review of quality-of-life indicators 93 Setting up and running continuing care clinics 95 PET loss support groups 96 CPD opportunities 97 Resources and useful websites 97 References 98 Chapter 5 Dealing with difficult situations 100 Carol Gray and Jenny Moffett Introduction 100 The use of veterinary communication skills at the end-of-life 100 A seven-step approach to communication at the end-of-life 102 Euthanasia – before, during and after 105 Welfare concerns 109 Informed clients 110 Communicating cost 112 Dealing with anger 115 Communication of mistakes 118 References 122 Chapter 6 Communicating with colleagues 127 Geoff Little Introduction 127 The team and its leader 128 Induction schemes and mentoring 131 Appraisals 132 Exit interview 133 Delegation 134 Standard operating procedures 136 Staff suggestion scheme 139 Practice meetings 142 Reporting structure 144 Rotas 145 Interpractice communication 145 References 147 Chapter 7 Communicating with a wider audience 149 Jenny Moffett Public speaking for beginners 149 Veterinary medicine and the media – a meeting of two worlds 155 References 166 Chapter 8 Communication and self-care in the veterinaryprofession 168 Communication, stress and the individual 168 Martina A. Kinsella The first step to inner freedom 169 Moving from victim to victor 170 Implementing change 171 Learning assertiveness skills and becoming an assertive individual 173 Beyond words: communication, social relationship and health 176 David Bartram The disclosure phenomenon 177 Importance of social relationships 180 The role of telephone support helplines 183 Summary and conclusions 185 Acknowledgements 185 References (Communication, stress and the individual) 185 Further reading (Communication, stress and the individual) 186 References (Beyond words: communication, social relationships and health) 186 Index 190

About the Author :
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.

Review :
"Packed with useful information about the way that communication has evolved and how to handle different situations, this recently published handbook should be a graduation present to all new vets entering the difficult world of practice." (Vets Today, November 2010) "Handbook of Veterinary Communication Skills covers all key areas of communication and surveys everything from ethics and legal spects to handling clients, colleagues, and difficult treatment options alike. Real-life case studies accompany step-by-step guidelines showing how to handle specific situations, and examples of written resources that can be used in practice. Any library catering to veterinary students must have this!" (Midwest Book Review, September 2010)