Communication Flashcards
Define communication
the transfer of information from one place to another
what should communication set and aim to avoid?
set expectation and avoid uncertainty
when do emotions arise during communication?
when there is a difference between expectation and reality
what are the 4 elements of a successful veterinary practice?
clinical resolution
client satisfaction
financial resolution
team happiness
what are the 7 core emotions recognisable across all cultures?
anger, contempt, disgust, enjoyment, fear, sadness surprise
what must be considered when communicating the same information with different people?
individual perception
what are the 4 P’s of client concerns and worries?
pain caused/pain relieved
prognosis
prices
practicalities of options
What 3 characteristics can be used to foster good client relationships?
trust
respect
empathy
Where will a client gain their first impression of the practice?
reception
what are the key elements of reception communication?
Rule 1! book appointments Easy to understand and follow directions Computer system basics (booking and addresses) Emails Payment and types/policy Telephone answering Information on practice policies Orders - taking or receiving Notes
How should you answer the telephone?
answer promptly - within 2-3 rings use active listening engagement/empathy/validation give information or signpost book an appointment/follow up action
what are the 3 defined models of communication?
linear, interactive and transactional
what does the linear model of communication explain?
basic model of communication based on basic transfur of information
who suggested the linear model of communication?
Shannon and Weaver
summerise the linear model of communication
information source produces message, this is transmitted as a signal through a channel and is received through a receiver to it’s destination
what is the interactive model of communication?
expansion of the linear model stating that there must be a field of shared experience between sender and receiver in order to guarantee understanding
what may interfere with communication according to the interactive model?
physical and emotional noise
what must be present between receiver and sender in order to ensure correct transmission of information according to the interactive model?
a feedback loop
who suggested the interactive model of communcitation?
Schramm
who suggested the transactional model of communication?
Barnlund
describe the transactional model
circular with the sender and receiver constantly switching. There is inter and intrapersonal communication
what other factors does the transactional model consider?
non-verbal communication such as background, experience/education, self esteem, attitude, emotion and culture
name 3 potential barriers to communication
stress
emotion
educational differences
what 3 sections can Hargie’s model of Skilled Performance be split into?
goals (and motivation)
mediating factors
responses
what must be considered in the mediating factors section of Hargie’s model of Skilled Performance?
cognition and emotion of client and nurse. There should be self monitoring of emotion in skilled communicators and should be aware of others emotions
how must responses be managed according to Hargie’s model of Skilled Performance?
both verbal and non-verbal cues must be considered
What is Mehrabian’s Model of?
responses to communication
how does Mehrabian’s Model break down percentages of communication?
7% spoken word
38% para linguistics (how something is said/tone)
55% facial expression
How can a rapport with someone be built?
mirror body language
match words (level of scientific knowledge etc)
repeat things for clarification (‘i want to check i’ve understood’)
validation (agreement/nodding)
empathy
pace (clients at all times)
what can be done once you have established a rapport?
lead the conversation and move forward with recommendations/advice/solutions
what are the 5 key point of active listening?
pay attention
show you are listening using verbal and non-verbal cues (nodding, ‘uhhuh’, eye contact)
provide feedback (clear summery)
defer judgement and no interruptions
respond appropriately and take time over this
what is a closed question?
one that requires a one word answer (how old is fluffy?)
what is an open question?
one which allows for a more detailed response (how has fluffy been behaving?)
what is a probing question?
encourages elaboration on a previous answer (you said fluffy chewed something, can you explain how this happened)
what is a leading question?
on which steers the response (fluffy is better, yes?)
what is a multiple choice question?
respondent will have to give more than one answer (how old is fluffy and do you have other dogs?)
what types of questions are most helpful in a veterinary setting?
closed, open and probing
summerise good nurse client communication
listen carefully clarify be aware of potential barriers to communication use questioning strategies build a rapport and then lead
why is good nurse client communication so important?
ensures appropriate provision of care
where do most client complaints stem from?
lack of communication
how should fear be managed?
listen and manage uncertainty
how should anger be managed?
listen without interruption and clarify injustices
how should disgust be managed?
listen without interruption and clarify offenses
how should sadness be managed?
listen, empathise and sympathise
how should joy be managed?
listen, empathise and congratulate
how many clients did Bussolari find felt guilt after euthanasia?
33%
how many clients did Bussolari find felt high level grief after euthanasia?
70%
How should a client be supported after pet loss?
try not to ‘fix’
use affirming and validation statements
validate grief
who is a valuable source of information on pet loss?
the blue cross
How does Lambert feel complaints should be dealt with?
KLARDOC Keep calm Listen Acknowledge (summery) Refine and Define Overcome Close - thanks, detail timeline
where is the best location for challenging conversations?
private room
what should you do if a problem can’t be solved immediately?
explain why an immediate solution is not possible
explain what has to happen to resolve the problem and how long this will take
give a realistic timetable of what needs to be done
tell the client what you intend to do and make sure you do it
what are the 10 principles of active listening?
give the person time to respond focus on the other person - not on preparing a response encourage - body language signals and verbal cues dont interrupt/talk over or try to rush suspend judgement don't make assumptions respect feelings and viewpoint listen for ideas not just words observe other person's body language empathise
