Posts Tagged ‘verbal and nonverbal communication’

Communicating About Communication

November 8, 2010

I’ve just returned from the International Conference on Communications in Veterinary Medicine (  This was a gathering of folks from all around the world eager to share their research, report their observations, and learn more about communication in the world of veterinary medicine.  The majority of information shared at this meeting pertained directly to how veterinarians communicate with their clients.  From my perspective, this is such exciting news! As little as a decade ago, barely a trace of research existed on the topic of client communication in veterinary medicine.  Now there are a reasonable number of studies underway, many of which are geared towards figuring out the best ways to incorporate and teach client communication within veterinary school curricula.  While the Canadian veterinary colleges seem to really be leading the charge in this research, what’s clear is that more and more veterinary school faculty around the world are grasping just how important it is to teach client communication skills to their students.  Hurray!

I was asked to provide a lecture/workshop for this meeting and chose, “The Internet and the Vet: How the Worldwide Web is Changing the Way We Communicate”.  I presented the data about email communication between veterinarians and their clients that you were privy to via this blog a couple of months ago ( We also discussed how to interact with clients who do Internet research pertaining to their pet’s health (These days, who doesn’t do this?). We did some role-playing to try to identify ways to make our clients feel more comfortable when discussing their Internet research.  We all agreed that most clients are a bit bashful when broaching this topic- by doing so they fear that they may be conveying mistrust in their veterinarians.

Take home points emphasized repeatedly at this meeting were the importance of empathic communication (delivered verbally and nonverbally) and relationship centered care- the communication style that emphasizes collaboration between veterinarians and their clients. The payoff for utilizing this style of communication is greater job satisfaction for the veterinarian and greater client satisfaction with the services received.  I feel wonderfully fortunate to be practicing veterinary medicine at a time when a conference about communication in veterinary medicine exists. 

Over the years have you perceived ways that communication between you and your veterinarian are changing? If so, I would love to hear from you.

Now here’s wishing you and your four-legged family members abundant good health.  

Nancy Kay, DVM
Diplomate, American College of Veterinary Internal Medicine
Author of  Speaking for Spot: Be the Advocate Your Dog Needs to Live a Happy, Healthy, Longer Life
Recipient, American Animal Hospital Association 2009 Animal Welfare and Humane Ethics Award
Recipient, 2009 Dog Writers Association of America Award for Best Blog
Recipient, 2009 Eukanuba Canine Health Award
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Please visit to read excerpts from Speaking for Spot. There you will also find “Advocacy Aids”- helpful health forms you can download and use for your own dog, and a collection of published articles on advocating for your pet’s health. Speaking for Spot is available at, local bookstores, and your favorite online book seller. 

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