66
BONDED CLIENT / Honesty
Plan
Communication protocol: what to say, what to do Step 1. Lay the foundation:
• Structure your environment so you have a quiet, private and comfortable place to talk.
Step 2. Conduct the communication:
• Acknowledge your mistake, and deliver the news in a sensitive way (use the suggested strategies for delivering bad news on page 67).
• Use active listening and paraphrasing to understand your clients’ responses and current requests.
• Be immediate with your own feelings. Self-disclose your sadness and regret.
• Finally, be as honest as possible. Use the previous example: “When Comet died, I said I would be responsible
for making the arrangements to have him cremated. After you left, I filled out the form for the crematory, but I neglected to note your wishes concerning individual cremation and the return of Comet’s ashes. As a result, Comet was part of a mass cremation and I am unable to give you his individual cremated remains. I sincerely apologize. I am so sorry I made this mistake.”
Step 3. Stay connected through follow-up care:
• Your honesty and willingness to apol- ogize will pay off in cases in which your clients forgive you and remain loyal to your practice. However, even if you encounter clients who refuse to forgive you and take their business elsewhere, it is important for you to acknowledge that there is personal success in simply doing the right
13290 KWire 7.875x5.qxd:Trends 6/4/09 11:39 AM Page 1
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thing, regardless of the outcome. Congratulations!
Role-play ideas
For hospital managers/client care specialists: Role-play the situation above, and practice apologizing. Pay close atten- tion to your verbal and nonverbal skills. Also try a role-play in which the client is surprised by an unexpected outcome. For veterinary technicians: Practice apologizing to clients by using your communication skills. Do the same with unexpected outcomes. For veterinarians: Practice apologiz-
ing to clients about a mistake or acci- dent. Role-play a situation in which the client is upset about an unexpected outcome (e.g., an adverse reaction to a vaccination). Use the four-step plan for delivering bad news (see page 67). n
© 2009 ASSI®
IDEAL for Metacarpals!
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