ارتباط با مشتریان داغدار: ارتباطات حمایتی برای ۱۴ موقعیت رایج

Guiding pet owners through their grief following the loss of a beloved pet is one of the toughest parts of your staff's job. Handled sensitively and compassionately, the situation can strengthen the bond with the client for years to come. The new, second edition of this valuable resource offers specific strategies for dealing with a number of common but difficult client situations, including these and more: - Dealing with crises and emergencies - Delivering bad news - Euthanasia decision-making - Grief responses to pet loss - Clients guilt - Non-euthanasia and sudden deaths - Helping children, seniors and disabled clients with grief - Other pets grief - Adopting new pets The guide includes words to use in specific situations, information on pet hospice programs, grief support protocols and client support resources. It is organized to facilitate staff meeting discussions and offers role-play ideas for each situation to build staff skills in this important area of practice. Cover......Page 1 Title......Page 2 ISBN......Page 3 Contents......Page 6 Acknowledgments......Page 8 Preface......Page 10 How to Use This Book......Page 12 Veterinary Grief Support......Page 24 Clinical Communication Skills and Emotional Support Protocols......Page 36 Situation 1: Crises and Emergencies......Page 50 Situation 2: Delivering Bad News......Page 54 Situation 3: Euthanasia Decision-Making......Page 60 Situation 4: Client-Present Euthanasia......Page 66 Situation 5: Viewing Bodies......Page 78 Situation 6: Grief Responses to Pet Loss......Page 86 Situation 7: Handling Body Care Options......Page 92 Situation 8: Client Guilt......Page 100 Situation 9: Making Referrals......Page 106 Situation 10: Helping Children......Page 114 Situation 11: Helping Seniors......Page 122 Situation 12: Helping Disabled Clients......Page 128 Situation 13: Other Pets’ Grief......Page 134 Situation 14: Adopting New Pets......Page 138 Appendix: Forms......Page 144 Resources......Page 150 Glossary......Page 156 About the Authors......Page 160 "When a pet dies, you are faced with possibly the most difficult part of this profession, dealing with people who are grieving. This valuable book offers specific strategies for handling several common situations relating to pet loss and euthanasia. Connecting with Grieving Clients also includes grief support protocols; sample dialogues; role play ideas for each situation; and client support resources. The second edition has been organized to facilitate staff meeting discussions and updated with information on providing support to disabled clients, the benefits of pet hospice programs, and tips about role playing and role-play ideas." Guiding clients through the loss of a pet can be one of the toughest parts of any veterinary caregiver's job. Connecting with Grieving clients offers clinical solutions to 14 of the most common, yet emotionnaly charged, end-of-life situations, including : emergencies and crises, delivering bad news, euthanasia decision-making, grief reponses to pet loss, client guilt, helping children, seniors and disabled clients deal with grief