Communication

Question 1

What is the purpose of communication?

Answer 1

Deliberately or unintentionally change how someone thinks, feels and behaves
Sets expectations and avoid uncertainty

Question 2

What is emotional intelligence?

Answer 2

Ability to recognise the 7 core emotions- anger, contempt, disgust, enjoyment, fear, sadness, surprise

Question 3

What are the elements of successful veterinary practice?

Answer 3

Client resolution- animal treatment to prevent suffering
Client satisfaction
Financial resolution- clients paying
Team happiness within practice

Question 4

What causes stress for clients?

Answer 4

Uncertainty and urgency
Treatment 
Prognosis
Prices
Practicality of options

Question 5

What creates strong client relationships?

Answer 5

Trust in character and competence of staff
Empathy and understanding
Respect

Question 6

What roles are carried out at a practices reception?

Answer 6

Create first impression of practice
Organise client requests 
Book appointments
Check emails
Collect payments
Answer phone
Know information on practice and prices
Manage orders
Manage queries

Question 7

What is the main cause of client dissatisfaction?

Answer 7

Lack of communication

Question 8

What is the impact of euthanasia on clients?

Answer 8

Many feel guilty and most feel high levels of grief

Question 9

What support can vet nurses provide after bereavement?

Answer 9

Be compassionate, trustworthy, and understanding
Avoid trying to fix patient
Validate grief

Question 10

How to manage different emotions?

Answer 10

Fear- listen and manage uncertainty
Anger- listen with no interruptions, clarify injustices
Disgust- listen with no interruptions, clarify offences
Sadness- listen, empathise and sympathise
Joy- listen, empathise and congratulate

Question 11

How should you deal with complaints?

Answer 11

Follow policy
Listen, understand and ask questions
Apologise
Develop corrective action that customers agree with
Implement solution 
Follow up
Report incident

Question 12

What is the linear model?

Answer 12

Basic transfer of information in one way communication

Question 13

What is the stages of the linear model?

Answer 13

Information source
Message
Transmitter
Signal
Channels (noise)
Received signals 
Receiver
Message
Destination

Question 14

What is the interactive model?

Answer 14

Circular and expanded linear model allowing shared experience

Question 15

What are the stages of interactive model in a loop?

Answer 15

Sender
Message (noise)
Receiver
Feedback
Sender

Question 16

What is the transactional model?

Answer 16

Considers extra factors that may influence
Considers non-verbal cues
Circular model with sender and receiver constantly switching

Question 17

What is hargies model?

Answer 17

Type of transactional model taking in account for background more
Looks at needs, motivation and goals with shape behaviour

Question 18

What does mehribians model explain?

Answer 18

Percentage of communication
7% spoken word
38% paralinguistic/tone of speaking
55% facial expression

Question 19

How to conduct your raport?

Answer 19

Mirror body language
Match words and repeat for clarification
Validate and show empathy
Match pace of conversation, sometimes taking control

Question 20

What are the types of questions?

Answer 20

Close- one word answer
Open- allows detailed response
Probing- encourage elaboration of previous answer
Leading- steers for certain response
Multiple choice- wants multiple answers so could be confusing

Question 21

How to actively listen?

Answer 21

Pay attention and avoid distraction
Show listening with verbal and non verbal cues
Give feedback, clarify and summarise
Dont judge or interupt
Respond appropriately