Communication Flashcards
what is the most common client complaint
communication
good communication is measured based on
what the receiver understood the message to be
what are the 4(6) goals of communication
accuracy, efficiency, support/trust, collaboration/partnership
what are the 3 skills associated with communication
content skills (what you communicate); process skills (how you communicate); perceptual skills (what you are thinking and feeling)
Τ/F good communication results in improved patient outcomes, clinic/business outcomes, and veterinarian-well-being
T
What is the typical CCG framework
initiating the session
gathering information
physical examination
explaining and planning
closing the session
what is the adapted CCG framework for Phase 1
initiating the session
building rapport/relationship
gathering information
explaining and planning
summarizing closing the session
questions should be ______________ first, and then ______________ to gather more details or any missed info
open-ended; close-ended
T/F good body language means facing the client squarely to signal your full attention
T
T/F a good way to build rapport is to actively involve your client in PE and talk through the PE, sharing findings
T
what are the 3 buckets to gather information from
environment; client; patient
what is an excellent way to phrase a statement to help clarify information from a client
help me understand
what should you never say to a client when gathering information
why would you xyz
when gathering information, an important way to maintain rapport is to
acknowledge the effect of a problem (if applicable) on the patient and client
when explaining and planning, what is an important first step so as not to come across as patronizing
determine what the client already knows so as not to come across as patronizing
what is a key way to help ensure client understanding/engagement
signposting ex. this part is important; in summary; let’s talk about….
what is the best way to deliver information to a client
in chunks and check in; follow-up with resources
the best outcomes when determining a route forward is via what form of collaboration
jointly centered
T/F clients prefer use of jargon as it demonstrates your intelligence
F; prefer layman terms
what 4 things are clients most influenced by
ethics, non-verbal cues, logical structure, common language
informed consent includes
outline of PE findings, general nature of proposed assessment/treatment/procedure; expected beliefs; anticipated outcomes/side effects/risks; alternatives; financial obligation; obligation of vet if client refuses
what is EDI
equity, diversity, inclusion
what is equity
who is not at the table, what barriers do they face?
what is diversity
who is at the table
