Handbook of Veterinary Communication Skills

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.

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

"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)