Durrance, Dana. <br/><br/>
Connecting with clients :  practical communication for 10 common situations / 
Dana Durrance, Laurel Lagoni. 
 - 2nd ed. 
 - Lakewood, Colo. :  American Animal Hospital Association Press,  c2009. 
 - xx, 22 p. ;  23 cm. 
<br/><br/> Laurel Lagoni's name appears first on the earlier ed. 
<br/><br/>Includes bibliographical references (p. 87-90). 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9781583261163 
<br/><br/><label>LCCN: </label>2009045418 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Veterinary medicine.<br/>Veterinarian and client.<br/>Interpersonal communication.<br/>Pet owners--Psychology.<br/>Professional-Patient Relations.<br/>Veterinary Medicine--methods.<br/>Animal Technicians--psychology.<br/>Bonding, Human-Pet.<br/>Communication.<br/>Veterinarians--psychology.
<br/><br/><label>LC Class. No.: </label>SF745  / .L34 2009 
<br/><br/><label>Dewey Class. No.: </label>636.089/0696