Specific Issues in Communication

Introduction

There are many challenging contexts and situations for veterinary professionals when they communicate with clients. The skills necessary to carry out the tasks of the veterinary consultation must be well understood, and must be used flexibly and responsibly in a variety of specific situations

Key Ares

Cultural and social diversity

• Ethnicity and nationality
• Language
• Socioeconomic status
• Disability
• Gender
• Educational status
• Age

Handling emotions and difficult questions

• Distress
• Fear
• Anger
• Aggression
• Denial
• Guilt, doubts

Skills for specific clinical contexts

• Emergency medicine e.g. time management, prioritisation
• Palliative medicine e.g. oncology
• Dealing with wildlife

Dealing with uncertainty

• Uncertain prognosis
• Unexplained clinical signs
• Changing relationships with clients

Sensitive issues

• Animal welfare
• Animal abuse
• Breaking bad news
• Discuss death, euthanasia and bereavement
• Discuss animal behaviour problems e.g. aggression

Communication impairment

• Hearing impairment
• Visual impairment

Handling mistakes and complaints

• Own and others’

Specific application of explanation and planning skills

• Informed consent
• Prescribing cascade and obtaining off-label consent
• Health promotion and prophylactic treatment regimes
• Risk management