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VET 2050 SP24 > Communication and Veterinary Professional Support Services > Flashcards

Communication and Veterinary Professional Support Services Flashcards

1
Q

What are six aspects of excellent communication?

A
  1. Clarity
  2. Courtesy
  3. Positive nonverbal communication
  4. Open-ended inquiry
  5. Reflective listening
  6. Empathy

Student #11, JM
McCurnin 10th edition, page: 51

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2
Q

What percentage of all communication is nonverbal communication?

A

55%

Student #11, JM
McCurnin 10th edition, page: 51

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3
Q

What are some example beginnings to open-ended questions?

A

“Tell me…”
“Describe for me…”
“What”
“How”

Student #11, JM
McCurnin 10th edition, page: 51

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4
Q

What is empathy?

A

Empathy is the ability to understand the position of another person and to communicate that understanding to the person.

Student #11, JM
McCurnin 10th edition, page: 52

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5
Q

Why is it important to send a sympathy card when a pet dies?

A

A sympathy card or a personal note sent to a client when a pet dies demonstrates concern for the feelings of the client during the time of bereavement. This expression helps the client deal with the loss and allows the client to understand the caring attitude of the practice for both clients and their pets.

Student #11, JM
McCurnin 10th edition, page: 59

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6
Q

Is the following statement accurate? “Communication is a personality trait, you either have it or you do not have it.”

A

No. Communication consists of a series of learned skills, and anyone who wants to can learn them.

Student #10, AM
McCurnin 10th edition, page: 51

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7
Q

Is experience alone a good teacher of communication skills? Why or why not?

A

No. Experience alone is a poor teacher of communication skills because experience tends to reinforce habits, regardless of the habits being good or bad.

Student #10, AM
McCurnin 10th edition, page: 51

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8
Q

Why is it worth the time to communicate properly with clients even though the practice is busy?

A

Good communication is more efficient in the long run because it results in fewer errors, greater client satisfaction, and better medical care for patients.

Student #10, AM
McCurnin 10th edition, page: 51

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9
Q

What does the process of active and reflective listening involve?

A

The listener offers encouragement to the speaker by nodding and making direct eye contact. After the speaker is finished speaking, the listener reflects back to the speaker what was said and asks the speaker if the reflection is correct.

Student #10, AM
McCurnin 10th edition, page: 52

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10
Q

What are some of the tactics that can be used to help diffuse difficult clients?

A

Invite an angry client to a private area without distraction or interruption.

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 points of agreement.

Try to find a solution that is a “win-win” situation.

Student #10, AM
McCurnin 10th edition, page: 52

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11
Q

What are 5 steps for reducing stress in the workplace?

A

4 JG

  1. Plan for the unexpected
  2. Create reasonable work schedules
  3. Create a culture of collaboration, trust, and mutual support (rather than gossip, blame, and finger pointing)
  4. Recognize and counsel staff members who are particularly stressed
  5. Provide clear communication with staff members

Beal, A., & Wortinger, A. (2022). Pharmacology and Pharmacy. In Clinical Textbook for Veterinary Technicians and Nurses (10th ed., p. 55). Elsevier.

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12
Q

How can a veterinary practice obtain and retain clients?

A

4 JG

The practice must offer services and/or products that are of value to the pet owner at a price consistent with that value and in a way that is appealing to the client.

Beal, A., & Wortinger, A. (2022). Pharmacology and Pharmacy. In Clinical Textbook for Veterinary Technicians and Nurses (10th ed., p. 57). Elsevier.

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13
Q

What characteristics contribute to the most successful reminder protocols in practices?

A

4 JG

Multiple reminders (usually up to 3) will be sent if the client does not respond to the first or second

Reminders are sent using the format preferred by the client (e-mail, mail, text, or phone call)

Reminders are sent not just for vaccinations but for a wide variety of services including dental care, follow up laboratory testing, food refills, spay/neuter, and refills for preventative medications

The language used in the reminder does not just name the recommended service, but briefly describes the service offered and should emphasize the benefits for both the pet and the client.

Beal, A., & Wortinger, A. (2022). Pharmacology and Pharmacy. In Clinical Textbook for Veterinary Technicians and Nurses (10th ed., p. 59). Elsevier.

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14
Q

What are some clinical signs of poor business management?

A

4 JG

Increasing number of accounts receivable
Reduced amounts of cash
Increased debt
Decline in gross revenue and/or profitability
Increasing personal costs
Declining productivity
Declining client numbers
Declining average transaction charge

Beal, A., & Wortinger, A. (2022). Pharmacology and Pharmacy. In Clinical Textbook for Veterinary Technicians and Nurses (10th ed., p. 63). Elsevier.

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15
Q

Who is the most important person in any practice?

A

4 JG

The client; no animal visits a veterinary practice without an accompanying human

Beal, A., & Wortinger, A. (2022). Pharmacology and Pharmacy. In Clinical Textbook for Veterinary Technicians and Nurses (10th ed., p. 49). Elsevier.

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16
Q

Managment roles are commonly divided into what categories?

A

Planning
Human resources
Marketing
Financial
Operations
Facility and equipment

Student #6, MH
Mccurnin’s 10th edition page 52-53

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17
Q

What are some components of a well written job description?

A

Position title
Reporting relationship
Basic purpose or mission of the job
Principle job duties and responsibilities
Minimum education, experience, skill, and personal characteristic requirements

Student #6, MH
Mccurnin’s 10th edition, page 54

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18
Q

What are the objectives of a compensation system?

A

Attract, retain, and motivate high performer’s
Maintain internal consistency and external competitiveness
Recognize and reward performance

Student #6, MH
Mccurnin’s 10th edition, page 55

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19
Q

What does the term marketing include?

A

Marketing includes all activities necessary to obtain and retain clients and enhance the awareness and standing of the hospital in the community.

Student #6, MH
Mccurnin’s 10th edition, page 57

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20
Q

What does the term advertising refer to now?

A

Advertising refers to the paid announcements in print, broadcast, or electric media. At the clinic this includes book listings, newspapers, magazines, radio, and direct mail.

Student #6, MH
Mccurnin’s 10th edition, page 61

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21
Q

Total compensation is composed of both [BLANK] and [BLANK]

A

1st blank: salaries/wages
2nd blank: benefits

TM, #7, McCurnin’s (electronic version) 10th ed. Location 3805 of 67848 (1 out of 5 cards)

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22
Q

What does the employer/manager need to communicate to the employee? (Employee Management and Retention)

A

The employer/manager needs to communicate employee expectations and guidance/feedback to the employee.

TM, #7, McCurnin’s (electronic version) 10th ed. Location 3854 of 67848 (2 out of 5 cards)

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23
Q

About how many months are given before formal reviews are given. How often should they reassessed?

A

Formal reviews are typically given after 3 months of work. They are reassessed once a year.

TM, #7, McCurnin’s (electronic version) 10th ed. Location 3873 of 67848 (3 out of 5 cards)

24
Q

What should be in a formal review of an employee?

A

Technical skills, employee’s willingness, motivation, and general attitude towards his/her work.

TM, #7, McCurnin’s (electronic version) 10th ed. Location 3882 of 67848 (4 out of 5 cards)

25
Q

What are some of the physical signs of stress seen in human beings?

A

Gastric reflux, ulcers, nausea, and muscle tension (leading to muscular aches and pains), anxiety, depression, anger, and reduced ability to cope.

TM, #7, McCurnin’s (electronic version) 10th ed. Location 3892 of 67848 (5 out of 5 cards)

26
Q

How does a food-animal practice differ from a small animal, large animal, or equine practice?

A

13 TN McCurnin 10th Ed

The veterinarian is an economic asset to the overall farm profitability. The sentimental and emotional attachment of the client to the animal extends that economic limit in companion animal and some equine practices, but not food animal practices.

pg 51

27
Q

What are key performance indicators?

A

13 TN McCurnin 10th Ed

Key performance indicators are metrics used by practices to evaluate performances

pg 62

28
Q

What is an organizational chart?

A

13 TN McCurnin 10th Ed

A visual representation of how departments and employee positions in a business are aligned. This shows how authority and responsibility flow between departments and individuals. This is helpful in hiring of staff.

pg 54

29
Q

What are some of the tasks associated with good financial management?

A

13 TN McCurnin 10th Ed

Bookkeeping and accounting
Management analysis
Budgeting
Price Setting
Capital equipment acquisition
Risk management
Compliance with legal and regulatory requirements

pg 62

30
Q

What are two scheduling systems companion animal practices commonly operate through?

A

13 TN McCurnin 10th Ed

Appointment system
Walk in system

pg 64

31
Q

What is the difference between a veterinary technician and a veterinary technologist?

A
  • Technician = graduate of a 2-year or 3-year AVMA-accredited program in veterinary technology
  • Technologist = graduate of a 4-year, AVMA-accredited program

Student: #2, AF
McCurnin’s Clinical Textbook for Veterinary Technicians and Nurses (10th Edition) – Chapter 2, page 38

32
Q

What are the six aspects of excellent communication?

A
  • Clarity
  • Courtesy
  • Positive, nonverbal communication
  • Open-ended inquiry
  • Reflective listening
  • Empathy

Student: #2, AF
McCurnin’s Clinical Textbook for Veterinary Technicians and Nurses (10th Edition) – Chapter 2, page 51

33
Q

What are the categories of management roles?

A
  • Planning
  • Human resources
  • Marketing
  • Financial
  • Operations
  • Facility and equipment

Student: #2, AF
McCurnin’s Clinical Textbook for Veterinary Technicians and Nurses (10th Edition) – Chapter 2, page 52 & 53

34
Q

What are the objectives of a compensation system?

A
  • Attract, retain, and motivate high performers
  • Maintain internal consistency and external competitiveness
  • Recognize and reward performance

Student: #2, AF
McCurnin’s Clinical Textbook for Veterinary Technicians and Nurses (10th Edition) – Chapter 2, page 55

35
Q

What are the most common items susceptible to theft?

A
  • Food
  • Heartworm preventive medication
  • Flea/tick medication

Student: #2, AF
McCurnin’s Clinical Textbook for Veterinary Technicians and Nurses (10th Edition) – Chapter 2, page 66

36
Q

What are some things you can do when dealing with a difficult client?

A
  1. “Invite” an angry client immediately to a private area, such as an examination room or an office away from other clients, or a place without distraction or interruption
  2. Create a friendlier environment by sitting down side by side without a desk or an examination table between you and the client.
  3. Start the conversation immediately by thanking the client, in a friendly fashion, to allow the practice to find out what is wrong.
  4. Employ active and reflective types of listening. Being empathic will help understand the client’s point of view.
  5. Try to find points of agreement. Any part of the client’s experience during which the pet owner confirms that something went well or that he/she is satisfied with a particular aspect of service is beneficial to the process of resolving problems.

Student #3, AF
McCurnin 10th Edition, page 52
Card 1

37
Q

What does the term Human Resources used for?

A

The term Human Resources describes the department or activities related to hiring, training, managing, and terminating the people who work in a business.

Student #3, AF
McCurnin 10th edition, page 54
Card 2

38
Q

What is one of the significant expenses in Veterinary Practices?

A

One of the most significant expense categories in veterinary practices is the one that includes inventory items, such as pharmaceuticals, vaccines, pet food, surgical supplies, laboratory reagents, and test kits, x-films, and drugs and supplies necessary to provide medical and surgical care. Effective inventory management is important for keeping these costs under control.

Student #3, AF
McCurnin 10th Edition, page 65
Card 3

39
Q

What are some goals for an effective inventory system?

A
  1. The smallest quantities of drugs and supplies needed by the practice are maintained and procured at the lowest overall cost while ensuring that the practice has everything needed to provide the highest-quality care, without running out of drugs and supplies.
  2. Systems and controls are in place to keep theft and other shrinkage to a minimum, to make sure that accurate records are kept and that drugs and supplies are available when needed. Shrinkage may result from product expiration, broken bottles, and torn bags.
  3. Accurate records are readily available to evaluate the efficiency of the system and to improve on it.
  4. The system is simple and all to use.
  5. Inventory is well organized within the facility and is easy to locate and is not susceptible to theft or misplacement

Student #3, AF
McCurnin 10th Edition, page 66
Card 4

40
Q

What is active and reflective listening?

A

Active and reflective listening first involves offering encouragement to the speaker by nodding and making direct eye contact. After the speaker has finished talking, the listener reflects to the speaker what was said and asks the speaker if the reflection is correct. This helps ensure that the listener has an accurate understanding of the information communicated and helps the speaker feel heard and understood.

Student #3, AF
McCurnin 10th Edition page 52
Card 5

41
Q

What are some important characteristics of a successful client reminder protocols?

A

Reminders should be sent to the client in the format that works best for them. Be that via email or text for instance. The language used should be to briefly decribe the service offered and should empathize both the benifits to the patient and the client.
CE #1
McCurnin 10th Edition pg 59

42
Q

What are some benifits from the veterinary clinic engaging in community activities?

A

Engaging in community activities can help create awareness of the clinic and to allow possible future clients to meet staff in a more approachable enviroment.
CE #1
McCurnin 10th Edition pg 61

43
Q

When should an estimate for the client be made and presented to the client?

A

An estimate or writtent treatment plan should be made then agreed to by the client before care is provided.
CE #1
McCurnin 10th Edition pg 64

44
Q

What are some tasks associated with good financial management?

A

Some tasks associated with good financial management include; management analysis, risk management, book keeping and accounting as well as price setting.
CE #1
McCurnin 10th Edition pg 62

45
Q

Why is good physical control of the inventory important?

A

Good physical control of the inventory is important for several reasons: good physical control helps ensure that the inventory is properly stored based on its physical requirements. Inventory that is easy to find makes it easier to assess how much is on hand.
CE #1
McCurnin 10th Edition pg 67

46
Q

Three main components of a message from highest to lowest percentage of use

A

1) nonverbally
2) para verbally
3) words chosen

DM,12, McCurnin 10th Ed. Pg. 51

47
Q

Human clients need to be considered as part of the unit of care, referred to as

A

Bond-centered care

DM,12, McCurnin 10th Ed. Pg. 1182

48
Q

Is it the veterinarian’s/vet tech’s job to provide simple, effective tools in helping the human client through the phases of the grief process?

A

Yes.

DM,12, McCurnin 10th Ed. Pg. 1182

49
Q

Bond-centered end-of-life care prioritizes

A

The shift from fighting disease to promoting patient comfort, understanding the inevitability of death

DM,12, McCurnin 10th Ed. Pg. 1182

50
Q

The six freedoms that can be communicated with clients at end of life care meetings

A

1) freedom from hunger and thirst
2) freedom from pain and suffering
3) freedom from discomfort
4) freedom from fear and distress
5) freedom to express normal behaviour
6) freedom to die a good death

DM,12, McCurnin 10th Ed. Pg. 1189

51
Q

what are things that can be discussed with an owner who is concerned about their pet suffering?

A
  • the idea that death itself is not painful but disease is
  • harmful effects of suffering depend on the individual’s ability to cope and adapt
  • suffering must be weighed against that capacity for pleasant, positive affective experiences

RP, 9, McCurnin 10th Ed Pg 1188

52
Q

what does “letting the pet decide” rely on?

A
  • clients intuition
  • their knowledge of their pets will to live and outlook on life
  • their preparedness to meet unexpected changes

RP, 9, McCurnin 10th Ed Pg 1190

53
Q

how can we respond to an owner who experiences anger as an emotional response to loss?

A

patient, respectful listening as the anger is vented and dissipates

RP, 9, McCurnin 10th Ed Pg 1198

54
Q

how can we respond to an owner who experiences guilt and shame as an emotional response to loss?

A

they can only be supported with understanding and not by talking them out of their feeling of guilt

RP, 9, McCurnin 10th Ed Pg 1198

55
Q

how can we respond to an owner who experiences sadness and lonliness as an emotional response to loss?

A

reassurance that it’s okay to cry and long for the pet helps the client feel safe and minimize loneliness and isolation that accompanies sadness and depression

RP, 9, McCurnin 10th Ed Pg 1198

VET 2050 SP24 (10 decks)

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