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 …show more content…
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