Connecting with clients
Subtitle: practical communication for 10 common situations
By: Dana Durrance, Laurel Lagoni.
Contributors: Lagoni, Laurel.; Lagoni, Laurel.; American Animal Hospital Association.
Edition: 2nd ed.
Publisher: American Animal Hospital Association Press
Published: 2009
Place of publication: Lakewood, Colo
Language: eng
ISBN-13: 9781583261163
Subjects: Veterinary medicine; Veterinarian and client; Interpersonal communication; Pet owners -- Psychology; Professional-Patient Relations; Veterinary Medicine -- methods; Animal Technicians -- psychology; Bonding, Human-Pet; Communication; Veterinarians -- psychology
Notes: Laurel Lagoni's name appears first on the earlier ed.

Includes bibliographical references.
Table of contents: title: How to use this book; title: Veterinary communication; title: Communication protocols and clinical communication skills; title: Communication protocols; title: Clinical communication skills; title: Nonverbal communication skills; title: Verbal communication skills; title: A note about email and telephone conversations; title: Common situations; title: Dealing with emergencies; title: Dealing with financial constraints; title: Dealing with mistakes, accidents, or unexpected outcomes; title: Dealing with angry clients; title: Dealing with complaining clients; title: Dealing with anxious clients; title: Dealing with indecisive clients; title: Working with children; title: Dealing with euthanasia appointments; title: Dealing with grieving clients.