Developing Communication Skills for Veterinary Practice provides a thorough grounding in practical communication principles for client and team interactions, and helps veterinarians and staff take their communication skills to the next level through self-development and coaching colleagues. The book describes specific evidence-based techniques, gives examples of their use, and demonstrates how to use each skill in the clinical setting, with learning activities to put into practice. It covers every mode of communication, including face-to-face, virtual, telephone, and written communication.
Organized by the tasks of the clinical appointment, each chapter showcases specific communication skills. The book introduces a communication toolbox of 20 key communication skills, which can be applied to any area of veterinary practice or veterinary career path. The book:
- Defines each communication skill, demonstrates techniques, and provides examples
- Emphasizes the importance of communicating effectively with clients and colleagues
- Provides a process and structure for coaching communication with colleagues
- Discusses client and team interactions using many methods, including in-person meetings, telephone conversations, and emails
- Outlines best practices for effectively communicating using technology
Developing Communication Skills for Veterinary Practice is an invaluable resource for veterinary professionals at any level seeking to develop their communication skills and improve clinical outcomes.
Table of Contents:
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
About the Author :
The authors
Jane R. Shaw, DVM, PhD, is a Professor in the Department of Clinical Sciences at the College of Veterinary Medicine and Biomedical Sciences, Colorado State University in Fort Collins, Colorado, USA.
Jason B. Coe, DVM, PhD, is a Professor in the Department of Population Medicine at the Ontario Veterinary College, University of Guelph, in Guelph, Ontario, Canada.
