Principles and Techniques of Veterinary and AH Extension

CLIENT DEALING

• In veterinary profession most clients are those who possess livestock, poultry and pets. They are important since management of the animals is the responsibility of its owner.
• Livestock owners need to understand the rearing pattern, its management and to take care of it during ill health. To have a better understanding of these aspects of animal care, they generally contact a veterinarian.

• The veterinarian possesses a wealth of scientific knowledge regarding the potential care of their animal patients. However they probably possess little skill to deal with their client requirements socially and psychologically.
• Clients look at the veterinarian as an authority and reliable source of information on livestock. They depend on veterinarian for guidance and emotional reassurance. The veterinarian’s role as a professional is to influence and satisfy client's expectations. During ill health of their animal the client draw strength and look for guidance and leadership from veterinarian.
• When client's feelings are not acknowledged with sincerity and respect, many become dissatisfied, disillusioned and even angry with the veterinarians. Thus lack of compassionate care, even when it is unintentional may lead to to misunderstanding between client and veterinarian.
• Effective communication creates and ambience of trust, friendship, intimacy and mutual respect. Communications play a significant role in veterinary medicine. To have an effective communication between veterinarian and client the TEAM model can be used.