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Book Cover
Author Durrance, Dana.

Title Connecting with clients : practical communication for 10 common situations / Dana Durrance, Laurel Lagoni
Edition Second edition
Published Lakewood, Colo. : American Animal Hospital Association Press, [2009]
Online access available from:
EBSCO eBook Academic Collection    View Resource Record  


Description 1 online resource (xx, 22 pages)
Contents How to use this book -- Veterinary communication -- Communication protocols and clinical communication skills -- Communication protocols -- Clinical communication skills -- Nonverbal communication skills -- Verbal communication skills -- A note about email and telephone conversations -- Common situations -- Dealing with emergencies -- Dealing with financial constraints -- Dealing with mistakes, accidents, or unexpected outcomes -- Dealing with angry clients -- Dealing with complaining clients -- Dealing with anxious clients -- Dealing with indecisive clients -- Working with children -- Dealing with euthanasia appointments -- Dealing with grieving clients
Notes Laurel Lagoni's name appears first on the earlier ed
Bibliography Includes bibliographical references (pages 87-90)
Notes Print version record
Subject Interpersonal communication.
Pet owners -- Psychology.
Veterinarian and client.
Veterinary medicine.
Animal Technicians -- psychology.
Bonding, Human-Pet.
Professional-Patient Relations.
Veterinarians -- psychology.
Veterinary Medicine -- methods.
Form Electronic book
Author Lagoni, Laurel.
Lagoni, Laurel. Connecting with clients
American Animal Hospital Association.
ISBN 1583261338 (electronic bk.)
9781583261330 (electronic bk.)