Veterinary Communication Essay

The Oxford Dictionary definition of communication is “the imparting or exchange of information by speaking, writing or using some other medium”. (Oxford Dictionary online 2012). The objectives of communication ensure that a person wanting to get a message across must be heard, understood and accepted, this will then initiate a response. By achieving these objectives, relationships can be established. This assignment aims to discuss the dynamics of communication and customer service through specific incidents within the veterinary practice. The different modes of communication encountered within the surgery will be discussed and how different situations alter the styles and modes of communication that are utilised. This assignment has
We must understand how a clients’ relationship with their pet can affect how they communicate with us and how this can affect the treatment that their pet receives. A clients’ emotional state will undoubtedly affect how we communicate with them. Communication can be uni-directional (flow of information is in one direction), bi-directional (flow of information is passed between two people), multi-directional (flow of information is passed between a number of people).
Within the veterinary practice both direct and indirect communication are used daily. Indirect communication (written) includes: letters, emails, text messages, facsimiles, leaflets, sympathy and thank you cards. The practice receives letters of thanks from clients when treatment has been successful and conversely, there can be letters of complaint. The surgery also communicates by sending reminders for boosters and text reminders for worming treatments. Staff communicate with each other by writing handover sheets, completion of hospitalisation charts and sometimes text messages. Direct communication (verbal) includes speaking face to face and via the telephone with clients, members of staff and sales representatives. Speaking face to face with clients is an important and unavoidable form of
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