About the Authors xiii How to Use This Book xv Acknowledgments xviii 1 Introduction 1 Communication Matters 1 Equip Your Communication Toolbox 2 Practice, Practice, Practice 3 Appreciate Communication is An Art and a Science 4 Build, Maintain, and Sustain Relationships 4 Enhance Clinical Outcomes 5 Foster Veterinary Team Culture 8 Make Time to Communicate 9 Answer Key 10 References 10 2 Communication Styles 12 Introduction 12 Set the Scene 14 Adapt Communication Styles to Clients 14 Adapt Communication Styles to the Team 22 Put the Communication Styles into Practice 26 Take It Away 29 Answer Key 29 References 29 3 Opening-the-Interaction 31 Introduction 31 Set the Scene 32 Opening Client Interactions 33 Opening Team Interactions 41 Put the Opening Skills into Practice 43 Take It Away 46 Answer Key 46 References 48 4 Information- Gathering 49 Introduction 49 Set the Scene 51 Gather Patient, Client, and Environment Information 52 Gather Situation, Colleague, and Environment Information 72 Put the Information- Gathering Skills into Practice 76 Take It Away 79 Answer Key 80 References 80 5 Attending to Relationships 82 Introduction 82 Set the Scene 83 Attend to Client Relationships 84 Attend to Team Relationships 93 Put the Relationship Skills into Practice 94 Take It Away 96 Answer Key 97 References 97 6 Attending to Tasks 98 Introduction 98 Set the Scene 100 Attend to Client Tasks 101 Attend to Team Tasks 108 Put the Task Skills into Practice 111 Take It Away 113 Answer Key 113 References 113 7 Diagnostic and Treatment Planning 115 Introduction 115 Set the Scene 117 Plan with Clients 117 Plan with the Team 143 Put the Planning Skills into Practice 145 Take It Away 150 Answer Key 150 References 151 8 Closing-the-Interaction 155 Introduction 155 Set the Scene 157 Closing Client Interactions 158 Closing Team Interactions 161 Put the Closing Skills into Practice 163 Do- It- Yourself Exercises 163 Take It Away 164 Answer Key 164 References 164 9 Communication Coaching 165 Introduction 165 Set the Scene 168 Attend to the Process of Communication Coaching 168 Attend to the Content of Communication Coaching 182 Commonly Asked Questions Related to Communication Coaching 183 Colleague Scenario 185 Team Scenario 186 Talk Through Technology - Video- Recording 187 Put the Coaching Skills into Practice 189 Take It Away 190 Answer Key 191 References 191 10 Transferring the Skills to Various Contexts 193 Introduction 193 Scenarios 194 Client Conversations 194 Team Conversations 205 Take It Away 213 References 214 11 Now What? 216 Twelve Recommendations 217 Put the Communication Skills into Practice 218 Take It Away 224 References 224 Appendices - Tools to Support Coaching and Communication Skills Learning Sessions 225 Appendix A: 20 Communication Skills 226 Appendix B: Coaching Process Card 229 Appendix C: Communication Skills Checklist 233 Index 235.