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| Contributors | |
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| Foreword | |
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| Introduction | |
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| Acknowledgements | |
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| Basic communication skills | |
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| Introduction | |
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| Background and origins | |
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| The importance of communication | |
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| Definition of key terms | |
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| Models of communication | |
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| Verbal and non-verbal communication | |
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| Listening | |
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| The cultural context of communication | |
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| Summary | |
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| References | |
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| A framework for the veterinary consultation | |
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| Introduction | |
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| A guide to the veterinary consultation based on the calgary-Cambridge observation guide | |
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| The physical examination | |
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| Closing the consultation | |
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| Summary | |
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| References | |
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| Professional, ethical and legal aspects of communication | |
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| Introduction | |
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| Communicating professionalism | |
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| Gathering information from clients | |
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| Giving information to clients | |
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| Informed consent | |
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| References | |
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| Compassionate communication: Working with grief | |
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| Introduction | |
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| The HCAB | |
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| Review of quality-of-life indicators | |
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| Setting up and running continuing care clinics | |
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| PET loss support groups | |
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| CPD opportunities | |
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| Resources and useful websites | |
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| References | |
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| Dealing with difficult situations | |
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| Introduction | |
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| The use of veterinary communication skills at the end of life | |
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| A seven-step approach to communication at end-of-life | |
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| Euthanasia - before, during and after | |
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| Welfare concerns | |
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| Informed clients | |
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| Communicating cost | |
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| Dealing with anger | |
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| Communication of mistakes | |
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| References | |
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| Communicating with colleagues | |
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| Introduction | |
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| The team and its leader | |
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| Induction schemes and mentoring | |
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| Appraisals | |
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| Exit interview | |
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| Delegation | |
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| Standard operating procedures | |
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| Staff suggestion scheme | |
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| Practice meetings | |
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| Reporting structure | |
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| Rotas | |
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| Interpractice communication | |
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| References | |
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| Communicating with a wider audience | |
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| Public speaking for beginners | |
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| Veterinary medicine and the media - a meeting of two worlds | |
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| References | |
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| Communication and self-care in the veterinary profession Communication, Stress and the Individual | |
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| The first step to inner freedom | |
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| Moving from victim to victor | |
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| Implementing change | |
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| Learning assertiveness skills and becoming an assertive individual | |
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| Beyond words: Communication, social relationship and health | |
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| David Bartram | |
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| The disclosure phenomenon | |
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| Importance of social relationships | |
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| The role of telephone support helplines | |
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| Summary and conclusions | |
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| Acknowledgements | |
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| References (Communication, Stress and the Individual) | |
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| Further Reading (Communication, Stress and the Individual) | |
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| References (Beyond words: Communication, social relationships and health) | |
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| Index | |