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X PPPVN > Communication > Flashcards

Communication Flashcards

1
Q

Define communication

A

the transfer of information from one place to another

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2
Q

what should communication set and aim to avoid?

A

set expectation and avoid uncertainty

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3
Q

when do emotions arise during communication?

A

when there is a difference between expectation and reality

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4
Q

what are the 4 elements of a successful veterinary practice?

A

clinical resolution
client satisfaction
financial resolution
team happiness

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5
Q

what are the 7 core emotions recognisable across all cultures?

A

anger, contempt, disgust, enjoyment, fear, sadness surprise

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6
Q

what must be considered when communicating the same information with different people?

A

individual perception

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7
Q

what are the 4 P’s of client concerns and worries?

A

pain caused/pain relieved
prognosis
prices
practicalities of options

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8
Q

What 3 characteristics can be used to foster good client relationships?

A

trust
respect
empathy

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9
Q

Where will a client gain their first impression of the practice?

A

reception

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10
Q

what are the key elements of reception communication?

A 
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
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11
Q

How should you answer the telephone?

A 
answer promptly - within 2-3 rings
use active listening
engagement/empathy/validation
give information or signpost
book an appointment/follow up action
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12
Q

what are the 3 defined models of communication?

A

linear, interactive and transactional

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13
Q

what does the linear model of communication explain?

A

basic model of communication based on basic transfur of information

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14
Q

who suggested the linear model of communication?

A

Shannon and Weaver

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15
Q

summerise the linear model of communication

A

information source produces message, this is transmitted as a signal through a channel and is received through a receiver to it’s destination

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16
Q

what is the interactive model of communication?

A

expansion of the linear model stating that there must be a field of shared experience between sender and receiver in order to guarantee understanding

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17
Q

what may interfere with communication according to the interactive model?

A

physical and emotional noise

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18
Q

what must be present between receiver and sender in order to ensure correct transmission of information according to the interactive model?

A

a feedback loop

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19
Q

who suggested the interactive model of communcitation?

A

Schramm

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20
Q

who suggested the transactional model of communication?

A

Barnlund

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21
Q

describe the transactional model

A

circular with the sender and receiver constantly switching. There is inter and intrapersonal communication

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22
Q

what other factors does the transactional model consider?

A

non-verbal communication such as background, experience/education, self esteem, attitude, emotion and culture

23
Q

name 3 potential barriers to communication

A

stress
emotion
educational differences

24
Q

what 3 sections can Hargie’s model of Skilled Performance be split into?

A

goals (and motivation)
mediating factors
responses

25
Q

what must be considered in the mediating factors section of Hargie’s model of Skilled Performance?

A

cognition and emotion of client and nurse. There should be self monitoring of emotion in skilled communicators and should be aware of others emotions

26
Q

how must responses be managed according to Hargie’s model of Skilled Performance?

A

both verbal and non-verbal cues must be considered

27
Q

What is Mehrabian’s Model of?

A

responses to communication

28
Q

how does Mehrabian’s Model break down percentages of communication?

A

7% spoken word
38% para linguistics (how something is said/tone)
55% facial expression

29
Q

How can a rapport with someone be built?

A

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)

30
Q

what can be done once you have established a rapport?

A

lead the conversation and move forward with recommendations/advice/solutions

31
Q

what are the 5 key point of active listening?

A

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

32
Q

what is a closed question?

A

one that requires a one word answer (how old is fluffy?)

33
Q

what is an open question?

A

one which allows for a more detailed response (how has fluffy been behaving?)

34
Q

what is a probing question?

A

encourages elaboration on a previous answer (you said fluffy chewed something, can you explain how this happened)

35
Q

what is a leading question?

A

on which steers the response (fluffy is better, yes?)

36
Q

what is a multiple choice question?

A

respondent will have to give more than one answer (how old is fluffy and do you have other dogs?)

37
Q

what types of questions are most helpful in a veterinary setting?

A

closed, open and probing

38
Q

summerise good nurse client communication

A 
listen carefully
clarify
be aware of potential barriers to communication
use questioning strategies
build a rapport and then lead
39
Q

why is good nurse client communication so important?

A

ensures appropriate provision of care

40
Q

where do most client complaints stem from?

A

lack of communication

41
Q

how should fear be managed?

A

listen and manage uncertainty

42
Q

how should anger be managed?

A

listen without interruption and clarify injustices

43
Q

how should disgust be managed?

A

listen without interruption and clarify offenses

44
Q

how should sadness be managed?

A

listen, empathise and sympathise

45
Q

how should joy be managed?

A

listen, empathise and congratulate

46
Q

how many clients did Bussolari find felt guilt after euthanasia?

A

33%

47
Q

how many clients did Bussolari find felt high level grief after euthanasia?

A

70%

48
Q

How should a client be supported after pet loss?

A

try not to ‘fix’
use affirming and validation statements
validate grief

49
Q

who is a valuable source of information on pet loss?

A

the blue cross

50
Q

How does Lambert feel complaints should be dealt with?

A 
KLARDOC
Keep calm
Listen 
Acknowledge (summery)
Refine and Define
Overcome
Close - thanks, detail timeline
51
Q

where is the best location for challenging conversations?

A

private room

52
Q

what should you do if a problem can’t be solved immediately?

A

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

53
Q

what are the 10 principles of active listening?

A 
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

X PPPVN (27 decks)

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