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Flashcards in Communication Deck (21)
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1

What is the purpose of communication?

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

2

What is emotional intelligence?

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

3

What are the elements of successful veterinary practice?

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

4

What causes stress for clients?

Uncertainty and urgency
Treatment
Prognosis
Prices
Practicality of options

5

What creates strong client relationships?

Trust in character and competence of staff
Empathy and understanding
Respect

6

What roles are carried out at a practices reception?

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

7

What is the main cause of client dissatisfaction?

Lack of communication

8

What is the impact of euthanasia on clients?

Many feel guilty and most feel high levels of grief

9

What support can vet nurses provide after bereavement?

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

10

How to manage different emotions?

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

11

How should you deal with complaints?

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

12

What is the linear model?

Basic transfer of information in one way communication

13

What is the stages of the linear model?

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

14

What is the interactive model?

Circular and expanded linear model allowing shared experience

15

What are the stages of interactive model in a loop?

Sender
Message (noise)
Receiver
Feedback
Sender

16

What is the transactional model?

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

17

What is hargies model?

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

18

What does mehribians model explain?

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

19

How to conduct your raport?

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

20

What are the types of questions?

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

21

How to actively listen?

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