Client Communications - Winter 2016

Library staff and our student workers have created a display about client communications. It’s a combination of books and journal articles in our collection. It’s just inside our door. Here is what the library student workers picked out...

• Beyond customer service: keeping clients for life by Richard F. Gerson
• Client satisfaction pays: quality service for practice success by Carin A Smith, et al.
• Client satisfaction: the other half of your job by Dru Scott
• Clients, pets, and vets: communication and management by Carl Gorman
• Communicating complex medical information: can we do better? : proceedings from a forum sponsored by Tufts Center for the Study of Drug Development and Emerson-Tufts Program in Health Communication
• Communication case studies: building interpersonal skills in the veterinary practice by Carolyn Shadle and John Meyer
• Educating your clients from A to Z: what to say and how to say it by Nan Boss
• Effective communication in veterinary practice (Veterinary Clinics of North America, Small Animal Practice 37(1) 2007)
• Exam room communication for veterinarians: the science and art of conversing with clients by Jon Klingborg
• Messages, meaning, and symbols: the communication of information by Charles Meadow
• People skills: how to assert yourself, listen to others, and resolve conflicts by Robert Bolton
• Small animal emergency and critical care: case studies in client communication, morbidity, and mortality by Lisa Powell, Elizabeth Rozanski, John  Rush
• Spanish for veterinarians: a practical introduction by Bonnie Frederick and Juan Mosqueda
• Telephone courtesy & client service by Lloyd Finch
• The practical guide to client grief: support techniques for 15 common situations by Laurel Lagoni

In addition to the books, the library student workers also found some articles they think are interesting.

• Little, G. The write stuff - improving client communication. In Pract. 1994, 16(1):42-43,45. article PDF
• Kurtz S. Teaching and learning communication in veterinary medicine. J Vet Med Educ. 2006, 33(1):11-9. article PDF
• Martin EA. Managing client communication for effective practice: what skills should veterinary graduates have acquired for success? J Vet Med Educ. 2006, 33(1):45-9. article PDF
• Shaw JR, Bonnett BN, Adams CL, Roter DL. Veterinarian-client-patient communication patterns used during clinical appointments in companion animal practice. J Am Vet Med Assoc. 2006, 228(5):714-21. article PDF
• Coe JB, Adams CL, Bonnett BN. A focus group study of veterinarians' and pet owners' perceptions of veterinarian-client communication in companion animal practice. J Am Vet Med Assoc. 2008, 233(7):1072-80. article PDF
• Hafen M, Drake AA, Rush BR, Nelson SC. Using authentic client interactions in communication skills training: predictors of proficiency. J Vet Med Educ. 2013, 40(4):318-26. article PDF
• Garrett, LD. How to break bad news to clients. Vet Med. 2013, 108(12):524, 526. article PDF
• Meehan MP, Menniti MF. Final-year veterinary students' perceptions of their communication competencies and a communication skills training program delivered in a primary care setting and based on Kolb's Experiential Learning Theory. J Vet Med Educ. 2014, 41(4):371-83. article PDF and supplementary material
• Milani, M. New options in client communication. Can Vet J. 2014, 55(12):1207-8. article PDF

Come take a look!