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Connecting with clients : practical communication for 10 common situations / Dana Durrance, Laurel Lagoni.

By: Contributor(s): Material type: TextPublication details: Lakewood, Colo. : American Animal Hospital Association Press, c2009.Edition: 2nd edDescription: xx, 22 p. ; 23 cmISBN:
  • 9781583261163
Subject(s): DDC classification:
  • 636.089/0696 22
LOC classification:
  • SF745 .L34 2009
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.
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Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
L Maasai Mara University Library -Main Campus SF745.L34 2009 (Browse shelf(Opens below)) Available 17026058

Laurel Lagoni's name appears first on the earlier ed.

Includes bibliographical references (p. 87-90).

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.

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