Communication

Question 1

Define communication

Answer 1

the transfer of information from one place to another

Question 2

what should communication set and aim to avoid?

Answer 2

set expectation and avoid uncertainty

Question 3

when do emotions arise during communication?

Answer 3

when there is a difference between expectation and reality

Question 4

what are the 4 elements of a successful veterinary practice?

Answer 4

clinical resolution
client satisfaction
financial resolution
team happiness

Question 5

what are the 7 core emotions recognisable across all cultures?

Answer 5

anger, contempt, disgust, enjoyment, fear, sadness surprise

Question 6

what must be considered when communicating the same information with different people?

Answer 6

individual perception

Question 7

what are the 4 P’s of client concerns and worries?

Answer 7

pain caused/pain relieved
prognosis
prices
practicalities of options

Question 8

What 3 characteristics can be used to foster good client relationships?

Answer 8

trust
respect
empathy

Question 9

Where will a client gain their first impression of the practice?

Answer 9

reception

Question 10

what are the key elements of reception communication?

Answer 10

Rule 1! book appointments
Easy to understand and follow directions
Computer system basics (booking and addresses)
Emails
Payment and types/policy
Telephone answering
Information on practice policies
Orders - taking or receiving
Notes

Question 11

How should you answer the telephone?

Answer 11

answer promptly - within 2-3 rings
use active listening
engagement/empathy/validation
give information or signpost
book an appointment/follow up action

Question 12

what are the 3 defined models of communication?

Answer 12

linear, interactive and transactional

Question 13

what does the linear model of communication explain?

Answer 13

basic model of communication based on basic transfur of information

Question 14

who suggested the linear model of communication?

Answer 14

Shannon and Weaver

Question 15

summerise the linear model of communication

Answer 15

information source produces message, this is transmitted as a signal through a channel and is received through a receiver to it’s destination

Question 16

what is the interactive model of communication?

Answer 16

expansion of the linear model stating that there must be a field of shared experience between sender and receiver in order to guarantee understanding

Question 17

what may interfere with communication according to the interactive model?

Answer 17

physical and emotional noise

Question 18

what must be present between receiver and sender in order to ensure correct transmission of information according to the interactive model?

Answer 18

a feedback loop

Question 19

who suggested the interactive model of communcitation?

Answer 19

Schramm

Question 20

who suggested the transactional model of communication?

Answer 20

Barnlund

Question 21

describe the transactional model

Answer 21

circular with the sender and receiver constantly switching. There is inter and intrapersonal communication

Question 22

what other factors does the transactional model consider?

Answer 22

non-verbal communication such as background, experience/education, self esteem, attitude, emotion and culture

Question 23

name 3 potential barriers to communication

Answer 23

stress
emotion
educational differences

Question 24

what 3 sections can Hargie’s model of Skilled Performance be split into?

Answer 24

goals (and motivation)
mediating factors
responses

Question 25

what must be considered in the mediating factors section of Hargie's model of Skilled Performance?

Answer 25

cognition and emotion of client and nurse. There should be self monitoring of emotion in skilled communicators and should be aware of others emotions

Question 26

how must responses be managed according to Hargie's model of Skilled Performance?

Answer 26

both verbal and non-verbal cues must be considered

Question 27

What is Mehrabian's Model of?

Answer 27

responses to communication

Question 28

how does Mehrabian's Model break down percentages of communication?

Answer 28

7% spoken word 38% para linguistics (how something is said/tone) 55% facial expression

Question 29

How can a rapport with someone be built?

Answer 29

mirror body language match words (level of scientific knowledge etc) repeat things for clarification ('i want to check i've understood') validation (agreement/nodding) empathy pace (clients at all times)

Question 30

what can be done once you have established a rapport?

Answer 30

lead the conversation and move forward with recommendations/advice/solutions

Question 31

what are the 5 key point of active listening?

Answer 31

pay attention show you are listening using verbal and non-verbal cues (nodding, 'uhhuh', eye contact) provide feedback (clear summery) defer judgement and no interruptions respond appropriately and take time over this

Question 32

what is a closed question?

Answer 32

one that requires a one word answer (how old is fluffy?)

Question 33

what is an open question?

Answer 33

one which allows for a more detailed response (how has fluffy been behaving?)

Question 34

what is a probing question?

Answer 34

encourages elaboration on a previous answer (you said fluffy chewed something, can you explain how this happened)

Question 35

what is a leading question?

Answer 35

on which steers the response (fluffy is better, yes?)

Question 36

what is a multiple choice question?

Answer 36

respondent will have to give more than one answer (how old is fluffy and do you have other dogs?)

Question 37

what types of questions are most helpful in a veterinary setting?

Answer 37

closed, open and probing

Question 38

summerise good nurse client communication

Answer 38

``` listen carefully clarify be aware of potential barriers to communication use questioning strategies build a rapport and then lead ```

Question 39

why is good nurse client communication so important?

Answer 39

ensures appropriate provision of care

Question 40

where do most client complaints stem from?

Answer 40

lack of communication

Question 41

how should fear be managed?

Answer 41

listen and manage uncertainty

Question 42

how should anger be managed?

Answer 42

listen without interruption and clarify injustices

Question 43

how should disgust be managed?

Answer 43

listen without interruption and clarify offenses

Question 44

how should sadness be managed?

Answer 44

listen, empathise and sympathise

Question 45

how should joy be managed?

Answer 45

listen, empathise and congratulate

Question 46

how many clients did Bussolari find felt guilt after euthanasia?

Answer 46

33%

Question 47

how many clients did Bussolari find felt high level grief after euthanasia?

Answer 47

70%

Question 48

How should a client be supported after pet loss?

Answer 48

try not to 'fix' use affirming and validation statements validate grief

Question 49

who is a valuable source of information on pet loss?

Answer 49

the blue cross

Question 50

How does Lambert feel complaints should be dealt with?

Answer 50

``` KLARDOC Keep calm Listen Acknowledge (summery) Refine and Define Overcome Close - thanks, detail timeline ```

Question 51

where is the best location for challenging conversations?

Answer 51

private room

Question 52

what should you do if a problem can't be solved immediately?

Answer 52

explain why an immediate solution is not possible explain what has to happen to resolve the problem and how long this will take give a realistic timetable of what needs to be done tell the client what you intend to do and make sure you do it

Question 53

what are the 10 principles of active listening?

Answer 53

``` give the person time to respond focus on the other person - not on preparing a response encourage - body language signals and verbal cues dont interrupt/talk over or try to rush suspend judgement don't make assumptions respect feelings and viewpoint listen for ideas not just words observe other person's body language empathise ```