By Carolyn C. Shadle, PhD, and John L. Meyer, Ph.D., illustrated by Tim Savage
Published by the American Association of Animal Hospitals

Available on Amazon.com.

Communications Case Studies presents fifteen cases illustrating typical workplace communication challenges coupled with guidance on using cases for communication training. The book serves as a primer on communication theory, verbal and non-verbal communication, rhetoric and the dynamics of small-group relations. Included in the volume are 64 tips for better communication. 

Communications Case Studies’ cases are entertaining and enlightening, providing expert insight into common situations and how to address them. The cases encourage problem solving and discussion among staff that will improve customer relations and compliance. The book is intended to boost workplace harmony, efficiency and job satisfaction among staff members through more effective communication.  The cases related to veterinary pratices but are relevant to any workplace.

A professional review of Communications Case Studies

Constance Hardesty, Editor in Chief, American Animal Hospital Association, writes
 “Authors Carolyn C. Shadle, PhD and John L. Meyer, PhD, have contributed to the Trends magazine series from the very beginning. In this first-of-its-kind book, they’ve included an expanded portfolio of case studies, along with their insights into each.

If some, or many, of these scenarios sound frustratingly familiar, then they’ve accomplished their objective of making the content as timely and relevant as possible.  To set the stage for these case studies, Drs. Shadle and Meyer also provide a rimer on communication theory, nonverbal communication, and the dynamics of small-group communication. Finally, in an “action plan,” they offer sixty-four tips you can use today and throughout your working career, that will help you communicate more positively and with greater confidence.

These tips will not only help you solve problems but prevent many from happening in the first place.  I encourage you to share this book with others on your team.  Several of our readers have told me that they have used these care studies during staff meeting to engage their coworkers and share ideas about how to do a better job of communication with, listening to, and understanding one another.  You can add to the fun by asking them to play the roles of the characters, performing as if on stage.  As the authors say, “If you go as a group, you will enjoy the adventure all the more – and be likely to get along better.”

In today’s tough economy and increasingly competitive environment, veterinary practices are looking for ways to stand out and better serve their clients and patients.  Many are offering new services or adding state-of-the-art technology.  But there can be no substitute for a highly motivated team that communicates effectively and in which the team members care about one another. . . “