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Client Relations and Communication
Client Relations and Communication
20
Veterinary Medicine
11th Grade
05/03/2012

Additional Veterinary Medicine Flashcards

 


 

Cards

Term
acceptance
Definition
emotion when a person understands and accepts that a pet has passed away
Term
anger
Definition
an emotional stage when confronting the death of a pet; can be directed toward themselves (the owner), a family member, or a veterinary staff member
Term
bargaining
Definition
stage of grief that allows the person an attempt to resolve the pet's problem by any means possible
Term
body language
Definition
the use of mannerisms and gestures that are observed and tell how a person feels
Term
channel
Definition
a chosen route of communication
Term
communication process
Definition
the 4 essential steps to relaying information to others, includes the sender, receiver, message, channel, and feedback
Term
courtesy
Definition
the emotion of placing one's needs and concerns before your own
Term
denial
Definition
the emotion that occurs when a person will not accept a pet's death
Term
depression
Definition
the emotion of sadness where a person becomes so sad that he or she can't handle the normal functions of daily life
Term
empathy
Definition
the emotion of being able to understand another's feelings
Term
euthanasia
Definition
the process of humanely putting an animal to sleep
Term
feedback
Definition
the return message that is sent by the receiver
Term
grief
Definition
the emotion of sadness that people feel after the loss of a pet or loved one
Term
guilt
Definition
stage of grief when a person feels her or she is to blame for the pet's death
Term
humane
Definition
what is considered acceptable by people in regards to an animal's physical, mental, and emotional well-being
Term
interpersonal communication
Definition
allows people to discuss and understand information with other people
Term
kindness
Definition
characteristic that means you are helpful, understanding, and work in a friendly manner
Term
listening skills
Definition
involves hearing what is being said by someone and understanding what they mean
Term
message
Definition
an idea being passed along through a route of communication
Term
nonverbal communication
Definition
behaviors recognized and passed along without the need for speaking; includes body language, gestures, and facial expressions
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