The second edition of Connecting with Clients: Practical Communication for 10 Common Situations gives every member of the veterinary team insightful, easy-to-understand information about what to say and what to do in a variety of challenging client-relations situations.
Authors Dana Durrance, MA, and Laurel Lagoni, MS, provide a situation summary and assessment for each of the ten circumstances covered, as well as role play exercise ideas. Designed to be used as both a quick reference guide and team training tool, this indispensable book includes: an interactive online video component; an overview of communications skills; a glossary of communication terms; advice for developing your own protocols; an additional resources section; a role-play feedback form.