Choice of words
When talking to clients, remember that they are in the very sensitive position of having to contemplate their pet dying and that they have a difficult time coming to terms with this. So, in your communications, think “euphemisms”. Everything we say has to be “filtered” and, to a degree, “sugar coated” while speaking the truth. It is quite an exercise, but you will get used to it. When choosing your words, ask yourself if you would find such and such a term “brutal” or coarse, or blunt, or too technical were you in the same situation and you didn’t have the training you have.
Common examples (from wikipedia)
Euphemism Basic word(s) for which it is
substituted
adult entertainment, adult material pornography
custodian, caretaker janitor
challenged, differently abled,
person with special needs crippled, disabled, handicapped
enhanced interrogation torture[17]
expecting, with child, bun in the oven,
in the family way etc. pregnant
making love, sleeping with,
fooling around,
getting it on, getting laid,
going all the way, having sexual intercourse
having it off (U.K.), hooking up,
doing it, banging
passed away, passed died
put to sleep, put down euthanized
underprivileged,
economically disadvantaged poor[18]
visit from the stork give birth
The above examples are there just to give you a general idea of how one can replace some terms that may be harsh or difficult to accept by softer and more easily acceptable language. Straight medical terms might be offensive or scary to the families we help. There will be a lot of circumstances and language you will find yourself using that you can alter and soften by using a different word.
As you can see, we need a lot of different euphemisms in our field in order to make it more socially accepted. The word euphemism is used in our hatting materials and you will learn how to use euphemisms in order not to hurt people’s feelings and in order to be able to tell people what you need to tell them without making them unnecessarily uncomfortable.
Here are some more specific examples that apply to our service:
We can come “out there”. Replace by: we can be “with you” or “at your home”.
Your animal. Replace by “Your pet, your baby, or _________ (name of pet”).
How much does your dog weigh? Replace by: “How big is __________ (name of pet).
What breed is your dog? Replace by “What kind of dog is ___________ (name of pet).
Do not use the word “Put down”. Replace by euthanize or put to sleep.
“… when your pet dies” replace by “… when your baby passes away”
“… preparing my needles, syringes and drugs…” replace by “… preparing what I need to help your baby pass”
“… intracardiac injection” replace by “I’ll give something internally”
“… I’ll give the sedation injection” replace by “I’ll give him what he/she needs to fall asleep”
“giving the final shot” replace by “giving what I need to give to end his suffering”
“dying” replace by “slipping away, passing away, crossing over, transition, etc…”
“dead body” replace by “your baby’s remains”
“you’ll help me carry the stretcher” replace by “… you can help me be pall bearers for your sweetie”
This is also very important to consider when you are talking to the family you are helping about technical/medical matters. As much as possible, eliminate medical terminology and speak in plain english. This may mean that you will use more words to describe what you are talking about, but you will be better understood by the family you are helping and they will appreciate your “down to Earth” bedside manners. As a doctor or technician, do not use terms such as “recumbent”, “obtunded” “specific scientific name of diseases”, specific drug names, etc,… that are above the level of understanding of the common man. Instead, use plain English or more descriptive terms that doesn’t leave them feeling like you are “above” them.
There are hundreds of terms you will find yourself using that will be better accepted if you use different, softer language and not only will softer language make it easier for the families we help, but it will alter their perception of our service and will give a feeling of compassion and understanding rather than cold and clinical service. If you come across any terminology that you find yourself using that you suspect might be hard to hear by the families we help, don’t hesitate to call me or email me and ask me for ideas on what substitutes could be used.
Also, a very important note. Never refer to our company as “They”. YOU are part of the team. “They” take cash, check or CC. Replace by “We”. This goes for ANYTHING. Never say “they” in referring to what we do or our service. Always say “Our”, “We”, etc… You are part of HPESC. Make it personal. Never exclude yourself from our policies, scheduling guidelines, payment policies, etc…