Communication

Question 1

4 Cs of Certification

Answer 1

1) CAUTION: scrutinise the document before adding your signature, be clear of whom you are responsible to.
2) CLARITY: read and understand supporting material, check for ambiguity which should be clarified
3) CERTAINTY: only attest to the truth, don’t attest to future events. Take care in believing what others have declared
4) CHALLENGE: what would be your defence if challenged? Keep records

Question 2

What things must a vaccination card include?

Answer 2

1) Animal ID; microchip number best
2) Client name
3) Vaccine details

Question 3

Who can sign a vaccine card?

Answer 3

• Veterinary Surgeon
• Registered or Student vet nurse; under direction of named MRCVS

Question 4

Transmission Model of Communication

Answer 4

• Sender forms and sends a message
  -Received and interpreted by receiver

Question 5

Interactional Model of Communication

Answer 5

Cycle:
1) Person 1 sends a message
2)Person 2 hears, and interprets message
3) Person 2 sends a reply
4) Person 1 hears, interprets message

Question 6

Transactional Model

Answer 6

Context is key!
Same as interactional, with context taken into account

Question 7

5 Core skills of communication

Answer 7

• Reflective Listening
• Non-verbal communication
• The Pause
• Open and Closed questions
• Empathy

Question 8

Hearing vs Active Listening

Answer 8

HEARING: passive, sound perception, no interpretation
ACTIVE LISTENING: active, full participation, focused

Question 9

Techniques to check for understanding

Answer 9

-Echoing: repeat last few words
- Paraphrasing: restate in own words, sharpens understanding
- Summarising: present a summary allows client to confirm accuracy

Question 10

Examples of when to use open questioning

Answer 10

• Client perspective
• Get otherwise missed info
• Initial history taking

Question 11

Examples of when to use closed questioning

Answer 11

• Clarification
• Emergency situations
• Gaining client consent