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Exam Room Communication for Veterinarians: The Science and Art of Conversing with Clients
Exam Room Communication for Veterinarians: The Science and Art of Conversing with Clients
Jon Klingborg, DVM
Pages: 208
Product Code: EXRMC
ISBN: 978-1-58326-164-4
Publication Year: 2011
Format: Perfect-bound
Dimensions: 7.375" x 9.75"
Member: $40.95
Non-Member: $46.95

Description

Studies prove what you intuitively know: excellent exam room communication skills build rapport with clients, improve compliance, and reduce your risk of liability. But that’s not to say it’s always easy, especially with difficult clients.
Bone up on your skills and improve the exam room experience for everyone with this insightful resource. Based on scientifically validated personality type studies, the FALE communication system provides solid tips on verbal communication and body language, plus concrete guidance in communicating effectively based on the different ways you and your clients gather and process information. Using proven principles, self-tests and a system for communicating with different personality types, you’ll strengthen client relationships and loyalty, and ultimately enhance your job satisfaction and bottom line.
 
Reviews 

This is a jewel of a book - an easy and quick read yet packed with practical and intriguing information. Not only does the book cover basic tips on verbal communication and body language, it also outlines and describes all of the possible combinations of client personality types that you will encounter in practice. You will learn that those "difficult" clients have real reasons why they behave the way they do and the book will teach you how to communicate successfully with all of them. To be confident that your clients will be walking out of your exam room satisfied with their interaction with you rather than confused or upset is a skill that can only increase the value of your practice. As an added (and fun) bonus, you get to take a personality test to find out what your social and cognitive styles are...and how to use them to your benefit as a veterinarian.

This brand-new text by Dr. Jon Klingborg is a masterful summary of key communication techniques for every DVM in clinical practice. Based on research in both the human healthcare and veterinary industries, Klingborg shares key insights on how to communicate more effectively and efficiently in different settings and with different types of clients. I currently oversee the communication skills training program at the U.C. Davis School of Veterinary Medicine and have recommended this book to all of my students. This resource is not just for students or new graduates, however. It is of equal importance to those of us (including myself) who never received formal training on communication skills in veterinary school. Communication with our clients is a professional skill that should be developed to a professional level. This book is a fun and easy read that even the most experienced veterinarian will enjoy and learn from.


About the Author 
 
Jon Klingborg, DVM, DPNAP, has been a practicing veterinarian for almost 20 years, has published more than 250 newspaper columns, speaks nationally and internationally, and has served on committees of the American Veterinary Medical Association Board and California Veterinary Medical Board.
 
 
Softcover, 208 pages, 2011, AAHA Press.
 

Table of Contents

Preface
 
Part I. The Science of Veterinary Communication
1. Better Communication—What’s in It for Me? 
2. What Do Clients Really Want? 
3. Verbal and Nonverbal Communication During the OFFICE Call 
4. Grief Communication and Euthanasia
 
Part II. The Art of Conversing with Clients
5. Cognitive and Social Styles 
6. Determining Cognitive Style 
7. The Hawk 
8. The Dog 
9. The Kitten 
10. The Owl 
11. Conversing with All Cognitive Styles via the FALE System 
12. Assessing Your Own Veterinary Conversation Style 
13. Field Guide to Veterinary Personality Types 
14. Avoiding Conversation Quicksand 
15. Using Communication to Combat Burnout and Create Job Satisfaction
 
Appendix A: Personality Assessment
Appendix B: Burnout Inventory
Appendix C: Hobby Suggestions Based on Social-Cognitive Styles
References
Resources
Index
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