Kolodny S W
Probl Vet Med. 1991 Mar;3(1):1-5.
The historical changes in practitioner response to client emotions during a companion animal's illness are outlined. In the not too distant past, veterinarians, frustrated by lack of technical competence, ignored the emotional needs of clients. The 1970s witnessed the development of a concerted interest in resolving the lack of knowledge in the subject. The American Veterinary Medical Association and other professional organizations have disseminated proven insights into client emotions. Client sophistication, increased competition, and the threat of litigation have forced practitioners to understand and appreciate human psychologic needs. Major publishers and institutions have accepted the responsibility of making material available. In the final analysis, establishing rapport with clients will prove gratifying to the practitioner and will gain client loyalty.
本文概述了在伴侣动物患病期间，从业者对客户情绪反应的历史变化。在不久之前，兽医们因技术能力不足而感到沮丧，忽视了客户的情感需求。20世纪70年代，人们开始齐心协力解决该领域知识匮乏的问题。美国兽医医学协会和其他专业组织已经传播了关于客户情绪的成熟见解。客户的成熟、竞争的加剧以及诉讼的威胁迫使从业者去理解和重视人类的心理需求。主要的出版商和机构已经承担起提供相关资料的责任。归根结底，与客户建立融洽的关系将让从业者感到满足，并赢得客户的忠诚。
