Communication

Question 1

what is the most common client complaint

Answer 1

communication

Question 2

good communication is measured based on

Answer 2

what the receiver understood the message to be

Question 3

what are the 4(6) goals of communication

Answer 3

accuracy, efficiency, support/trust, collaboration/partnership

Question 4

what are the 3 skills associated with communication

Answer 4

content skills (what you communicate); process skills (how you communicate); perceptual skills (what you are thinking and feeling)

Question 5

Τ/F good communication results in improved patient outcomes, clinic/business outcomes, and veterinarian-well-being

Answer 5

T

Question 6

What is the typical CCG framework

Answer 6

initiating the session
gathering information
physical examination
explaining and planning
closing the session

Question 7

what is the adapted CCG framework for Phase 1

Answer 7

initiating the session
building rapport/relationship
gathering information
explaining and planning
summarizing closing the session

Question 8

questions should be ______________ first, and then ______________ to gather more details or any missed info

Answer 8

open-ended; close-ended

Question 9

T/F good body language means facing the client squarely to signal your full attention

Answer 9

T

Question 10

T/F a good way to build rapport is to actively involve your client in PE and talk through the PE, sharing findings

Answer 10

T

Question 11

what are the 3 buckets to gather information from

Answer 11

environment; client; patient

Question 12

what is an excellent way to phrase a statement to help clarify information from a client

Answer 12

help me understand

Question 13

what should you never say to a client when gathering information

Answer 13

why would you xyz

Question 14

when gathering information, an important way to maintain rapport is to

Answer 14

acknowledge the effect of a problem (if applicable) on the patient and client

Question 15

when explaining and planning, what is an important first step so as not to come across as patronizing

Answer 15

determine what the client already knows so as not to come across as patronizing

Question 16

what is a key way to help ensure client understanding/engagement

Answer 16

signposting ex. this part is important; in summary; let’s talk about….

Question 17

what is the best way to deliver information to a client

Answer 17

in chunks and check in; follow-up with resources

Question 18

the best outcomes when determining a route forward is via what form of collaboration

Answer 18

jointly centered

Question 19

T/F clients prefer use of jargon as it demonstrates your intelligence

Answer 19

F; prefer layman terms

Question 20

what 4 things are clients most influenced by

Answer 20

ethics, non-verbal cues, logical structure, common language

Question 21

informed consent includes

Answer 21

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

Question 22

what is EDI

Answer 22

equity, diversity, inclusion

Question 23

what is equity

Answer 23

who is not at the table, what barriers do they face?

Question 24

what is diversity

Answer 24

who is at the table

Question 25

what is inclusion

Answer 25

has everyone’s idea’s been heard

Question 26

T/F anti-oppression is to actively oppose oppression

Answer 26

T

Question 27

what are the 3 faces of oppression

Answer 27

personal, cultural, systemic

Question 28

beliefs fall under

Answer 28

societal

Question 29

is calling out or calling in less risky

Answer 29

calling in

Question 30

what are the 3 levels of intervention

Answer 30

low, medium, high

Question 31

directly highlighting the problem and the broader context is what kind of intervention

Answer 31

medium

Question 32

assuming good intent but explaining impact, clarifying and neutralizing is what level of intervention

Answer 32

low

Question 33

the 11 CCG goals are:
1. _____________
2. establish _____________ _____________
3. identify _______ ______ _________
4. use appropriate ______________ ______________
5. reinforce ___________
6. _____________ the client
7. explore ____ ______________
8. work to ________________ ______ ___________ ______________
9. provide ____________ and ______________ information
10. __________ decision-making
11. __________________ and ____________

Answer 33

1. prepare
2. establish initial rapport
3. identify reasons for consultation
4. use appropriate non-verbal communication
5. reinforce rapport
6. involve the client
7. explore the problem
8. work to understand the clients perspective
9. provide timely and appropriate information
10. share decision making
11. summarize and check-in

Question 34

do you want to lean towards or away from the client when communicating

Answer 34

towards