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VET 2050 Fa24 > Communication > Flashcards

Communication Flashcards

1
Q

What is the first aspect of excellent communication and what does it mean?

A

Clarity: Use correct grammar, articulation, and be clear in speech
#11, McCurnin’s (electronic version) 10th ed. Pg 234

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2
Q

What is empathy?

A

The ability to understand the position of another person and share that understanding with them.
#11, McCurnin’s (electronic version) 10th ed. Pg 237

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3
Q

Why is reflective listening important?

A

It is important because it represents half of the communication processes. An example of reflective listening is saying, “It sounds like Fluffy has been limping on her left foreleg. Is that correct?”
#11, McCurnin’s (electronic version) 10th ed. Pg 237

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4
Q

“Tell me about the cough that Fluffy has been experiencing this week,” is an example of what kind of question?

A

Open-ended Inquiry
#11, McCurnin’s (electronic version) 10th ed. Pg 236

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5
Q

You ask a client if they have been giving a medication twice daily as prescribed. If the client hesitates when answering “yes” to whether they’ve been giving the medication twice daily as prescribed, and you interpret this hesitation to mean they might not have been following the instructions, what type of communication are you recognizing?

A

Positive non-verbal communication
#11, McCurnin’s (electronic version) 10th ed. Pg 236

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6
Q

What is the human resources management role responsible for?

A

1 IB

hiring, managing, training employees, fulfilling related legal and regulatory requirements

McCurrin’s 10th edition pg 52

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7
Q

What is internal marketing?

A

1 IB

aimed at existing clients and attempts to educate current clients about health needs, veterinary services, and veterinary service programs

McCurrin’s 10th edition pg 57

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8
Q

What is external marketing?

A

1 IB

specific product related messages and focuses on general messages
ex: “visit for yearly vaccines at your vet”

McCurrin’s 10th edition pg 61

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9
Q

What is gross revenue?

A

1 IB

revenue generated for a specified period and expenses generated during the same period

McCurrin’s 10th edition pg 62

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10
Q

What is OSHA?

A

1 IB

Occupational Safety and Health Administration
federal agency that manages employee safety

McCurrin’s 10th edition pg 65

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11
Q

What are the six aspects of excellent communication?

A
  1. Clarity
  2. Courtesy
  3. Positive nonverbal communication
  4. Open-ended inquiry
  5. Reflective listening
  6. Empathy
    McCurnin’s 10th ed pg 51, #12 OR
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12
Q

How does a client select a veterinary practice?

A

Most clients will select a practice with the most convenient location or one that is recommended by friends and colleagues. With increasing social media, pet owners also make use of online reviews.
McCurnin’s 10th ed pg 50, #12 OR

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13
Q

Who is the most important person in any practice?

A

The client, no animal visits a veterinary practice without an accompanying human.
McCurnin’s 10th ed pg 49, #12 OR

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14
Q

What Is one communication myth?

A

Communication is a personality trait, and you either have it or do not have it.
McCurnin’s 10th ed pg 51, #12 OR

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15
Q

What is one of the guidelines to dealing with an angry client?

A

Employ active and reflective types of listening. Being empathic will help understand the clients point of view.
McCurnin’s 10th ed pg 52, #12 OR

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16
Q

What is an educational tool we can give clients to help reinforce the information they received at the clinic?

A

7 MJ

Handouts

McCurnins 10th ed pg 59

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17
Q

What is a disadvantage of allowing “walk ins”?

A

7 MJ

  • Increasing length of wait time
  • Increased congestion of waiting clients and pets

McCurnins 10th ed pg 64

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18
Q

What is a way a clinic can initiate courtesy to clients?

A

7 MJ

Acknowledge and greet the client as soon as they walk through the door

McCurnins 10th ed pg 51

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19
Q

What are gestures that exhibit reflective listening?

A

7 MJ

Nodding and direct eye contact

McCurnins 10th ed pg 52

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20
Q

What can a clinic offer to employees to help reduce work related stress?

A

7 MJ

Provide clean communication with all staff:
- Have regular staff meetings
- Support open communication

McCurnins 10th ed pg 55

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21
Q

What are the three main components of a message?

A

Nonverbal (55%)
Paraverbal (38%)
Verbal (7%)
McCurnin’s 10th ed. pg. 51
#13

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22
Q

Does a client judge a practice on perceived value or true value?
Why?

A

Perceived value
Clients understand service issues better than they understand medical issues.
McCurnin’s 10th ed. pg. 50
#13

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23
Q

What is the cause of most complaints against veterinary practices?

A

Ineffective communication between the practice and the pet owner.
McCurnin’s 10th ed. pg. 51
#13

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24
Q

What are one way to create a friendlier environment when dealing with difficult clients?

A

Sitting down side by side without a desk or an exam table between you and the client
McCurnin’s 10th ed. pg. 52
#13

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25
Q

What are examples of open nonverbal communication?

A

Uncrossing legs and arms and maintaining good eye contact
McCurnin’s 10th ed. pg. 51
#13

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26
Q

What are some things a veterinary technician cannot do?

A

Diagnose disease, prescribe medicine, and perform surgical procedures.
McCurnin’s 10th ed. pg. 38
#5

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27
Q

What are some responsibilities of a veterinary technician?

A

Assessing the patient, tech evaluations, and developing a tech plan to care for the patient, carrying out the medical plan, educating the client about disease and home treatments, completing medical records.
McCurnin’s 10th ed. pg. 38
#5

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28
Q

What is the NAVTA

A

national association of veterinary technicians in America
McCurnin’s 10th ed. pg. 39
#5

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29
Q

What are the goals of AAHA?

A

To help practices refine and improve care in 5 areas:
quality of care, diagnostics/pharmacy, management, medical records, and facility.
McCurnin’s 10th ed. pg. 40
#5

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30
Q

What are the 4 working areas in a hospital?

A

Surgical area, support area, impatient area, outpatient area
McCurnin’s 10th ed. pg. 41
#5

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31
Q

What are the main things clients judge about a practice?

A

-Professional, friendly and caring staff
-Attention to the clients needs/wants
-Consistency of care/service
-Range/availability of services
-Convenience
-Cleanliness
-Clear communication
8 PL McCurnin pg. 50

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32
Q

How does one give positive nonverbal communication?

A

Being aware of their own non-verbal communication and using open body postures and direct eye contact
8 PL McCurnin pg. 51

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33
Q

What is a good first step when dealing with an angry/difficult client?

A

Invite the client to a more private area such as an exam room. This removes the situation from being in front of other clients and allows for a place without distractions or inturruptions.
8 PL McCurnin pg. 52

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34
Q

What are some changing factors that a successful business might have to adjust/adapt to.

A

-Medical/surgical standards
-Expectation of clients/employees
-business practices/skills
8 PL McCurnin pg. 53

35
Q

What is the definition of marketing?

A

All activities necessary to obtain and retain clients and enhance the awareness and standing of the hospital in the community.
8 PL McCurnin pg. 57

36
Q

What are some tasks associated with good financial management?

A

Budgeting
Bookkeeping
Price setting
Risk management
McCurnins 10th Edition #9 pg. 62

37
Q

What does PIMS mean?

A

Practice information management system
McCurnins 10th Edition #9 pg. 55

38
Q

What does it mean to use positive non-verbal communication?

A

By using open body postures and direct eye contact to help build trust between a client
McCurnins 10 Edition #9 pg.51

39
Q

What do clients generally judge a practice on?

A

The basis of client service and not the quality of medicine.
McCurnins 10th Edition #9 pg. 50

40
Q

What is an example of using empathy with a client?

A

“I can see how hard it is to make this decision about FLuffy”
McCurnins 10th Edition #9 pg. 52

41
Q

What percentage of all communication is non-verbal?

A

55%
#10 JM
McCurnin’s 10th ed pg 51

42
Q

What are the categories of management roles?

A

Planning, Human Resources, Marketing, Financial, Operations, Facility and Equipment
#10 JM
McCurnin’s 10th ed pg 53

43
Q

What are some ways to help diffuse difficult clients?

A

Invite the client to a private area
Start the conversation by thanking the client for allowing the practice to find out what is wrong
Employ active and reflective types of listening
Try to find a solution that is a “win-win”
#10 JM
McCurnins’s 10th ed pg 52

44
Q

What are the objectives of a compensation system?

A

Attract, retain and maintain high performers
Maintain internal consistency and external competitiveness
Recognize and reward performance
#10 JM
McCurnin’s 10th ed pg 55

45
Q

Human clients need to be considered as part of the unit of care. This is referred to as ______ care.

A

Bond-centered
#JM
McCurnin’s 10th ed pg 62

46
Q

How should you handle a situation is a client does not initiate a discussion?

A

Speak first, “Could you explain to me what is wrong?”
#17 AG
McCurnin 10th Ed. Pg. 52

47
Q

What are some client service attributes?

A

17 AG

Professional, friendly, and caring personnel
Attention to the clients needs and desires
Consistency with care and services

McCurnin 10th Ed. Pg. 50

48
Q

What is the most common cause of complaints in veterinary practices?

A

17 AG

Ineffective communication between the practice and the pet owner.

McCurnin 10th Ed. Pg. 51

49
Q

Why are open ended inquiries important?

A

17 AG

They encourage clients to elaborate freely when asking questions.

McCurnin 10th Ed. Pg. 51

50
Q

What businesses are the most successful?

A

17 AG

Businesses that can grow and adapt to changing circumstances.

McCurnin 10th Ed. Pg. 53

51
Q

Who should be present while an owner is visiting a hospitalized.

A

A technician should be present, so that they can answer any questions the client may have.
#6
McCurnin 10th ed. pg. 45

52
Q

What are the 4 major work areas of a small animal GP?

A

Outpatient area, inpatient area, surgical area, and support area.
#6
McCurnin 10th ed. pg. 40-46

53
Q

What percentage of vets in the US work in a private practice?

A

About 61%
#6
McCurnin 10th ed. pg. 35

54
Q

What areas of the hospital are considered outpatient areas?

A

Reception area, exam rooms, lab, pharmacy, and treatment areas
#6
McCurnin 10th ed. pg. 41

55
Q

What are inpatient areas of the hospital used for?

A

These are used for various diagnostics or treatments that patients have been admitted to the hospital for.
#6
McCurnin 10th ed. pg. 44

56
Q

What are some ways of preventing nosocomial infections?

A

-Wash hand between patients
-Wear clean clothing and boots
-ensure you’re following proper cleaning, disinfecting, sterilizing, and aseptic protocols
-conduct ongoing training in these areas

McCurnin’s 10th ed. Pg. 40
#19 JY

57
Q

What percentage of Animal Hospitals in North America are AAHA accredited?

A

12% - 15%

McCurnin’s 10th ed. Pg. 40
#19 JY

58
Q

What areas does AAHA strive to refine and improve in a hospital?

A
  1. Quality of Care
  2. Diagnostics and Pharmacy
  3. Management
  4. Medical Records
  5. Facility

McCurnin’s 10th ed. Pg. 40
#19 JY

59
Q

What are most complaints against vet practices?

A

Most are complaints of ineffective communication between the practice and the pet owner
KB2 McCurnins 10th ed pg 51

60
Q

Why do are open ended questions important?

A

To allow for broader information to be shared and to eventually narrow down to more specific questions
KB2 McCurnins 10th ed pg 51

61
Q

What are good example of positive nonverbal communication

A

Uncrossing legs and arms, maintaining good eye contact, open body posture
KB2 McCurnins 10th ed pg 51

62
Q

What is a good way to practice reflective listening?

A

Repeating what the pet owner said back to them
KB2 McCurnins 10th ed pg 52

63
Q

What percentage of communicating a message is nonverbal?

A

nonverbal- 58%
paraverbal- 38%
verbally- 7%
KB2 McCurnins 10th ed pg 51

64
Q

What is the most common complaint from clients about veterinary practices?

A

Lack of communication

McCurnin’s 10th ed. Pg. 51
#19 JY

65
Q

What is VCPR

A

Veterinarian-Client-Patient Relationship; when the veterinarian assumes clinical responsibilities for the patient and knows/recently met the patient and knows pertinent information.

McCurnin’s 10th ed. Pg. 75
#15

66
Q

What is informed consent?

A

When someone is able to agree on a procedure, diagnostic, or plan with the proper and full information needed to properly make that decision. This means using layman’s terms for the clients

McCurnin’s 10th ed. Pg. 75
#15

67
Q

Who owns the medical records?

A

It is the property of the veterinary practice, however, owners/clients may ask for copies of records at any time.

McCurnin’s 10th ed. pg. 78
#15

68
Q

Who do reportable diseases be reported to?

A

United States Department of Agriculture (USDA).

McCurnin’s 10th ed. pg 78
#15

69
Q

Are animal records covered by HIPPA?

A

They are not, only humans.

McCurnin’s 10th ed. pg 79
#15

70
Q

What is the importance of client communication?

A

Builds trust, ensures understanding, and enhances client satisfaction
#4, GG, McCurnin, Pg. 49

71
Q

What are the primary purposes of veterinary medical records?

A

To document patient care, provide continuity, and protect against complaints/litigation
#4, GG, McCurnin, Pg. 74

72
Q

What are some advantages of electronic medical records?

A

Improved accuracy, efficiency, and accessibility
#4, GG, McCurnin, Pg. 92

73
Q

What is active listening?

A

Fully engaging with the client, understanding their concerns
#4, GG, McCurnin, Pg. 51

74
Q

Why is nonverbal communication important?

A

Body language, tone, and facial expressions convey empathy and professionalism
#4, GG, McCurnin, Pg. 51

75
Q

Is experience a good way to learn communication skills?

A

No, this is one of the myths of communication skills. Experience alone tends to be a poor way to learn communication skills due to reinforcing habits, whether good or bad.
14 BR
McCurnin’s 10th ed. pg 51

76
Q

What 4 things can a technician do to increase the likelihood they will be offered a greater role in a practice?

A

1) Conseptualize the vision and goals set by the veterinarian
2) Efficiently organize each area in which the technician is given responsibility
3) Be a productive team member and a good communicator
4) Become able to solve problems constructively & enhance patient care
14 BR
McCurnin’s 10th ed. pg 53

77
Q

When are some of the most important times for business planning?

A

1) Prior to the practice being started/purchased
2) When a significant change is being made to the practice, such as the addition of specialty services to a GP, or adding a new location.
14 BR
McCurnin’s 10th ed. pg 53

78
Q

What can technicians do to provide nonverbal communication which conveys professionalism for the veterinary team?

A

1) Wear a clean, well-fitting uniform
2) Have neatly maintained hair
3) Keep make-up subtle
4) Conceal body art
5) 14 BR
McCurnin’s 10th ed pg 59

79
Q

What are nosocomial infections? How can we prevent them?

A

When a patient gets a new infection while being in the veterinary hospital. We can prevent these infections from happening by being diligent about washing hands, always wearing clean clothing and boots, always following cleaning/disinfecting/sterilizing protocols and by conducting ongoing training in the above areas.

3 LD
McCurnin’s 10th ed
pg 40

80
Q

What helps make reminders successful?

A

1) Sending multiple reminders; up to 3 if no response.
2) Use the format the client requests (email, text, phone, etc)
3) Send them for more than just vaccines, including dental care and other services
4) Don’t just name services/treatments, explain what they are.
14 BR
McCurnin’s 10th ed pg 59

81
Q

If asked by a client to watch their pet outside of work hours (pet-sitting), what should you always do first?

A

Always check with the appropriate supervisor in the practice and ensure that no policies are in place that specifically prohibit employees working outside of work hours with clients.

3 LD
McCurnin’s 10th ed
Pg 47

82
Q

In effective management and employee retention, who is responsible for a copacetic relationship between employee and employer?

A

Both the employee and employer - there must be clear communication from both sides about expectations.

3 LD
McCurnin’s 10th ed
pg 55

83
Q

What are the things that make reminder protocols most successful?

A

Multiple reminders, reminders are sent using the prefferred format for every individual client, they are sent for a wide variety of services, the language used is not just the name of the service but briefly describes the service as well.

3 LD
McCurnin’s 10th ed
pg 59

84
Q

How are tasks delegated within the hospital setting?

A

Tasks are delegated to the lowest level employee who can do the job effectively and within the legal scope of practice.

3 LD
McCurnin’s 10th ed
Pg 36

VET 2050 Fa24 (10 decks)

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