comm and ethics Flashcards
why are verbal and written skills imperative in vet med
Both help the client to understand what is happening, increasing the confidence the client has in team members, prevent miscommunication
what is client compliance and how can it be achieved
the number or percentage of clients who accept recommendations made to them by the team. achieved by team being in the new to information, helping clients understand the information, sending reminders
what is the benefit of the reminder system
reminds clients of appointments, to schedule their appointments, when vaccinations are due, an overdue bill to pay
what is an example that can enhance client education
using brochures and handouts
appropriate body stance when addressing clients
good posture, making eye contact, having correct facial expressions
why is body posture important
can show confidence level or lack of
how should an angry client be handled
taking client to a quiet room, listen to them, repeat their concerns, discuss their concerns, prevent this from happening again
how can common barriers be overcome
interpreter in clinic, using a translator, being able to draw pictures
why are estimates important
educate the client and help them understand the procedure and what all goes into it
how can individual verbal image be improved
role play scenarios, CE, practicing pronunciation, speaking with clients over the phone and in person
example of information that should never be given to clients over the phone
medical advice unless given by the DVM
the portion of a message that involves facial expression is
nonverbal
if a listener receives a confusing message, which portion of the message will they rely on for a better understanding
nonverbal
the percentage of clients who accept a recommendation is known as
compliance
client education should be available in which of the following forms
web page, printed material, verbal edu, models / videos
