Fudin C E
Probl Vet Med. 1991 Mar;3(1):7-19.
Today's veterinary professional must not only be medically adept but must also possess good communications and client relations skills. Clients are far more likely to judge a practitioner by his or her interpersonal abilities rather than by medical judgment. This chapter stresses the importance of having "a counselor's attitude" toward clients. It will also make clinicians more aware of their verbal and nonverbal communication, hone the ability to listen and empathize, develop the art of questioning and explaining, and teach clinicians to constructively handle anger. These skills will go a long way to enhance relationships, build the practice, and reduce the people-to-people stresses that always arise when a beloved pet's life is compromised, threatened, or ended.
如今的兽医专业人员不仅必须医术娴熟，还必须具备良好的沟通能力和客户关系技巧。客户更有可能根据从业者的人际交往能力而非医学判断力来评判其水平。本章强调了对客户持有“顾问态度”的重要性。它还将使临床医生更加意识到自己的言语和非言语沟通，磨练倾听和共情的能力，培养提问和解释的技巧，并教导临床医生建设性地处理愤怒情绪。这些技能将大大有助于增进关系、发展业务，并减少当心爱的宠物的生命受到损害、威胁或终结时总会出现的人际压力。
