Communications review

• word choice 7%
• tone of voice 38%
• body language 55%

be concise, avoid superlatives, use proper grammar, avoid jargon or terminology beyond the clients comprehension

angry tone-sarcastic tone-impatience or a monotone voice indicating boredom

• volume
• inflection
• pitch
• enunciation
• using a ring in your voice to convey a positive message

a relationship that exists between two parties.

*a relationship between the client and clinic

• take them to a private room
• take notes/paraphrase
• speak in a slow but normal voice
• listen carefully
• tell them you understand

• make good eye contact
• listen to tone of voice
• take notes
• dont interrupt
• limit your own talking
• be prepared

• 1-ask client to send a letter
• 2-telephone supplier
• 3-send letter with clients letter and cover letter to rep
• 4-plan dates to follow up
• 5-discuss and suggest solution
• 6-keep client information and make copies
• 7-check to ensure client is happy
• 8-send thankyou letter

• take name 
• phone number
• message
• make sure it is seen
• pull file

• grooming
• nail clipping
• boarding 
• softpaws application

• 1-colleague
• 2-patient emergency
• 3-clinic emergency
• 4-dr tells you to
• 5-family emergency

55%

• is there somthing blocking the airway?
• are they breathing?
• colour of the gums
• are they concious

• any vomiting?
• how long?
• what does it look like?
• dull and depressed?

• squirting or oozing?
• result of animal bite/fight?
• will bleeding stop if pressure is applied?
• is animal bleeding from vulva mouth ears anus or penis?

has animal collapsed?

are the gums blue or pale pink?

has animal become reluctant to move?

is the patient sitting in a preying mantis position?

has there been a change in amount of animals ability to exercise?

1-is the dog hunched over trying to vomit?

2- does abdomen appear bloated?

3-have clients fed or exercised the dog within the last 2-6 hours?

4-does the dog seem weak or restless?

is cat collapsed?

is it male or female?

has client observed evidence of urination?

any changes in behavior or use of litter box?

has there been trauma to the eye?

has there been a change in appearance in the eye?

has there been a sudden loss of vision?

does the eye seem painful?

did someone see the animal eat drink or ingest poison?

is animal weak/collapsed?

is animal having trouble breathing?

is animal vomiting/diarrhea?

does owner know where patient was bred?

does mother seem ill?

is mother crying or biting at vulva?

has animal had strong contractions>30-60 mins or gone 6 hours without first fetus?

did the animal collapse and lie still or tremble and fall over with pet paddling and crying?

did the tremors or paddling last more than 3 mins?

did the animal urinate/deficate during the seizure?

is the animal less than 6 months of age?

how long has owner noticed weight loss?

can the owner feel ribs under the skin?

is the animal a kitten or puppy?

is animal otherwise sick?