What do clients really want? -- Verbal and nonverbal communication during the office call -- Grief communication and euthanasia -- When good cases go bad : breakdowns in communication -- Cognitive and social styles -- Determining cognitive style -- The hawk -- The dog -- The kitten -- The owl -- Communicating with all cognitive styles via the FAL-E system -- Assessing your own veterinary communication style -- Field guide to veterinary personality types -- Avoiding communication quicksand
