Communication Flashcards
What is the purpose of communication?
Deliberately or unintentionally change how someone thinks, feels and behaves
Sets expectations and avoid uncertainty
What is emotional intelligence?
Ability to recognise the 7 core emotions- anger, contempt, disgust, enjoyment, fear, sadness, surprise
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
What causes stress for clients?
Uncertainty and urgency Treatment Prognosis Prices Practicality of options
What creates strong client relationships?
Trust in character and competence of staff
Empathy and understanding
Respect
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
What is the main cause of client dissatisfaction?
Lack of communication
What is the impact of euthanasia on clients?
Many feel guilty and most feel high levels of grief
What support can vet nurses provide after bereavement?
Be compassionate, trustworthy, and understanding
Avoid trying to fix patient
Validate grief
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
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
What is the linear model?
Basic transfer of information in one way communication
What is the stages of the linear model?
Information source Message Transmitter Signal Channels (noise) Received signals Receiver Message Destination
What is the interactive model?
Circular and expanded linear model allowing shared experience
What are the stages of interactive model in a loop?
Sender Message (noise) Receiver Feedback Sender
What is the transactional model?
Considers extra factors that may influence
Considers non-verbal cues
Circular model with sender and receiver constantly switching
What is hargies model?
Type of transactional model taking in account for background more
Looks at needs, motivation and goals with shape behaviour
What does mehribians model explain?
Percentage of communication
7% spoken word
38% paralinguistic/tone of speaking
55% facial expression
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
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
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
