May is Mental-Health Awareness Month. In the spirit of this, the following is an excerpt from the book, The Human-Animal Bond and Grief (Lagoni, et. al., 1994). We are sharing this text about debriefing procedures and self-care in hopes that the information about processing difficult cases may prove helpful to your and your staff’s mental wellness. Staff Debriefing After Emotional Cases Occasionally, you may encounter a case in which one or more of your staff members needs a debriefing. These are the cases in which for one reason or another, staff members have gotten emotionally “hooked” by the client, the… Continue Reading
Dealing with Emergencies and Crisis Situations: Practical Communication
This is Part 1 of our Practical Communication for 10 Common Situations series. The cases described in this series are drawn from everyday scenarios found in general veterinary practice or emergency and specialty practices. Below you’ll find an example of a type of case you’re likely to encounter in practice. This blog’s subject is dealing with emergencies and crisis situations. Situation: Dealing with Emergencies and Crisis Situations Assessment: What’s Going on Here? Emergencies and crisis situations create some of the most complex and difficult interactions you will see in your professional life. During crisis situations, people tend to drop… Continue Reading
Recognizing Limits of Client Communications
Recognizing limits of client communications is an important aspect of good communication. This blog reviews limits of technology as well as personal and ethical limitations. Recognizing Limits of E-mail, Telephone, and Social Media The verbal communication techniques described in our previous blog, Verbal Communication in a Clinical Setting, are intended to be used during face-to-face interactions. We understand that e-mail, text messaging, social media, and telephone conversations can also be powerful communication tools when used by skilled communicators. However, they can also lead to misunderstandings. Be mindful that the visual cues that people rely on for accurate interpretation of words… Continue Reading
Verbal Communication in a Clinical Setting
This Verbal Communication in a Clinical Setting blog is the second part of a two-part blog series on Clinical Communication. To learn more about Nonverbal Communication in a Clinical Setting, read our blog posted earlier this month. Verbal Communication With verbal communication, what you say is not as important as how you say it. The context in which your words are spoken has the greatest impact on the message you are trying to convey. The effectiveness of verbal communication is affected by the words you choose, your grammar, and the tone, volume, and pitch of your voice. Effectiveness is also… Continue Reading
Nonverbal Communication in a Clinical Setting
The general consensus is that clinical nonverbal communication skills and relationship building techniques can be taught — and learned! The following skills are proven essentials for building relationships. They can be used to implement your communication protocols. Before using these skills, identify the outcome you want to achieve and the skills that are most likely to help you meet your goals. Keep in mind that several skills can be used simultaneously. Nonverbal Communication You may be surprised to learn that the majority of messages sent between people are conveyed nonverbally. In fact, psychologist Albert Mehrabian says that only 7 percent… Continue Reading
Clinical Communication for Veterinary Teams
Just as there are many kinds of veterinary medical care–like routine, palliative, and emergency–there are also many types of clinical communication. For example, one set of interview skills may be required to elicit information from a client during a wellness appointment. However, the skills needed to facilitate a problem appointment or to comfort a client whose pet has just died may be quite different. Why You Need A Communication Plan When cases involve special circumstances or human emotions, they require a communication plan that aims toward building caring client relationships as well as conveying medical information. A communication plan or… Continue Reading
Veterinary Communication Skills and Protocols
Veterinary communication has come a long way since the first publication of my book Connecting with Clients in 1998. Even a couple decades ago, communication was considered a “soft science” topic. It was taught only occasionally through seminars and conference workshops. Today, several professional veterinary medical schools conduct research in the subject matter. Coursework in clinical communication skills is included as part of their core curriculum. In addition, training in health-care communication is sponsored by both corporate and professional veterinary medical groups. It is offered nationwide, as well as online. At long last, learning to connect or communicate effectively is recognized… Continue Reading
Pet Loss During Holidays
It’s the holiday season and for many, it comes with a mixed bag of emotions. On one hand, the holidays bring excitement and the anticipation of celebrations spent with family and friends. Yet, it can also triggers feeling of loneliness and regret if someone has experienced pet loss during the holidays. Many people who experience pet loss during holidays have a more complicated grief response. They often find themselves feeling depressed, anxious, or guilty, despite the festivities. Feelings of depression, during a traditionally happy time, can be confusing unless your clients understand why they are experiencing them. As a veterinary… Continue Reading
