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EBOOK
Author Durrance, Dana.
Title Connecting with clients : practical communication for 10 common situations / Dana Durrance, Laurel Lagoni.
Imprint Lakewood, Colo. : American Animal Hospital Association Press, ©2009.
Edition 2nd ed.

Author Durrance, Dana.
Subject 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.
Genre/Form Electronic books.
Alt Name Lagoni, Laurel.
Lagoni, Laurel. Connecting with clients.
American Animal Hospital Association.
Description 1 online resource (xx, 22 pages)
Edition 2nd ed.
Note Laurel Lagoni's name appears first on the earlier ed.
Bibliography Note Includes bibliographical references (pages 87-90).
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.
Note Print version record.
ISBN 9781583261330 (electronic bk.)
1583261338 (electronic bk.)
9781583261163
1583261168
OCLC # 759865329
Additional Format Print version: Durrance, Dana. Connecting with clients. 2nd ed. Lakewood, Colo. : American Animal Hospital Association Press, ©2009 9781583261163 (DLC) 2009045418 (OCoLC)461256278