TY  - BOOK
AU  - Durrance,Dana
AU  - Lagoni,Laurel
AU  - Lagoni,Laurel
ED  - American Animal Hospital Association.
TI  - Connecting with clients: practical communication for 10 common situations 
SN  - 9781583261163
AV  - SF745 .L34 2009
U1  - 636.089/0696 22
PY  - 2009///
CY  - Lakewood, Colo.
PB  - American Animal Hospital Association Press
KW  - Veterinary medicine
KW  - Veterinarian and client
KW  - Interpersonal communication
KW  - Pet owners
KW  - Psychology
KW  - Professional-Patient Relations
KW  - Veterinary Medicine
KW  - methods
KW  - Animal Technicians
KW  - psychology
KW  - Bonding, Human-Pet
KW  - Communication
KW  - Veterinarians
N1  - 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
ER  -