communication

Question 1

what are the 5 core communication skills?

Answer 1

1. reflective listening
2. non-verbal communication
3. the pause
4. open and closed questions
5. empathy

Question 2

what is meant by relationship centred care

Answer 2

the balance between vet paternalism and client autonomy

a partnership in which negotiation and shared decision-making are used to take a client’s perspective into consideration

Question 3

what does ICE stand for when getting a clients perspective?

Answer 3

ideas
concerns
expectations

Question 4

how can you find out what information your client needs?

Answer 4

ASK
TELL
ASK

Question 5

what is meant by chunking and checking?

Answer 5

providing a small amount of information, passing to allow time for the client to process the information and then checking to confirm your clients understanding before moving on

Question 6

6 stages of calgary cambridge guide

Answer 6

1. Preparation- establish context, create a professional, safe and effective environment
2. initiating the session- Establishing initial rapport, identifying the reason for consultation
3. gathering information- explanation of the problem
4. physical examination
5. explanation and planning- providing appropriate type and amount of information, achieving shared understanding and shared decision making
6. closing the session- forward planning, ensuring appropriate point of closure

Question 7

What is signposting?

Answer 7

using phrases to structure a consultation

ensures no information has been missed out and gives client time to ask questions

Question 8

What is reflective listening?

Answer 8

paying respectful attention to what is being expressed by the client

you must understand what the client is saying and then reflect that back to them in their own words

this is non judgemental

Question 9

What is non-verbal communication (NVC)?

Answer 9

body language (mirroring)

gestures

increasing sensitivity to NVC cues of the client

Question 10

What is the pause?

Answer 10

the vet silences after the first open question to allow the client to talk freely about their concerns without being interrupted

the vet then gains as much detailed information as possible

Question 11

What are the benefits of good communication?

Answer 11

more effective consultations in terms of efficiency and diagnosis

improved relations with the client

decreased complaints

increased job satisfaction

better delivery of care- improved compliance

Question 12

what is the triad relationship?

Answer 12

the relationship between the vet, client and animal

Question 13

what is the difference between verbal and NVC?

Answer 13

what they are saying may not mimic what their body language (NVC) is saying

Question 14

what is the difference between hearing and active listening?

Answer 14

hearing:
- passive
- sound perception
- no interpretation

active:
- active listening
- full participation
- focused and concentrated

Question 15

what techniques can you use to check understanding?

Answer 15

• echoing
• paraphrasing
• summarising

Question 16

what is echoing?

Answer 16

repeating the last few words, it encourages the client to keep talking

Question 17

what is paraphrasing?

Answer 17

restating in your own words to sharpen understanding

Question 18

what is summarising?

Answer 18

presenting a summary to enable the client to confirm accuracy

Question 19

What is the difference between open and closed questions?

Answer 19

open questions get more detailed answers

Question 20

when should you use open questions?

Answer 20

• when you need to get a client perspective
• to get information you might miss otherwise
• initial history taking

Question 21

when should you use closed questions?

Answer 21

• to get clarification
• emergency
• to get client consent

Question 22

What is sympathy?

Answer 22

feeling for someone’s misfortune

Question 23

What is empathy?

Answer 23

to see a problem from another person’s position or perspective and verbally communicate that understanding back to the client

Question 24

What is the transmission model?

Answer 24

a message is received from the sender and interpreted but there is no feedback

Question 25

What is the transactional model?

Answer 25

as a message is communicated, feedback from the other person is given

Question 26

what are the 3 types of communication?

Answer 26

• verbal
• paraverbal
• non-verbal

Question 27

what is the golden minute?

Answer 27

a pause after the vet asks a open question and waits for a response without interruption. Allows unto get useful information and makes the client feel respected

Question 28

what is meant by shared decision making?

Answer 28

• key component to relationship centred care
• 2 way exchange between vet and the client to identify preferences and working towards consensus
• allows client to participate and commit to the diagnostic plan made

Question 29

what is the interactional model?

Answer 29

basic 2 way communication, message sent and interpreted, reply sent and interpreted

Question 30

what percentage of communication is used?

Answer 30

verbal 7%
paraverbal 38*
non verbal 55*

Question 31

what is a rapport

Answer 31

close and harmonious relationship in which the people or groups concerned understands each others feeling or ideas and communicate well

Question 32

2 side boxes of Calgary Cambridge guide

Answer 32

*provide structure to the consult
- attending to flow
- making organisation overt

*building the relationship with the client
- NV behaviour
- rapport
- involving client
- involving animal

Question 33

what does relationship- centred care promote?

Answer 33

• reduced complaints
• improved time management
• improved diagnostic accuracy
• positive animal welfare outcome
• improve relationships