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

By: Contributor(s): Material type: TextTextPublication 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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Holdings
Item type Current library Call number Status Barcode
L 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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