Communication Models

Question 1

What is the purpose of communication models?

Answer 1

• Allow us to see specific concepts and steps within the process of communication
• Define communication
• Apply communication concepts

Question 2

What is encoding communication?

Answer 2

The process of turning thoughts into communication

Question 3

What is decoding communication?

Answer 3

The process of turning communication into thoughts

Question 4

What is a linear (transmission) model of communication?

Answer 4

• A one way process
• Intentional transmission of message
• Emphasis is on the message being sent

Question 5

What are examples of linear (transmission) models of communication?

Answer 5

• Radio adverts

- TV adverts

Question 6

What is an interactive (interaction) model of communication?

Answer 6

• Sender and receiver alternate positions to enable feedback

- Keeps the communication process going as long as the process is focused on the important message

Question 7

What are examples of interactive (interaction) models of communication?

Answer 7

• Job interview

- Consultations

Question 8

What factors can affect interactive (interaction) models of communication?

Answer 8

• Physical

- Psychological

Question 9

What is a transaction model of communication?

Answer 9

• Takes communication beyond sender and receiver

- The ‘gold standard’ of communication with colleagues and clients

Question 10

What does the transaction model of communication do?

Answer 10

• Creates relationships
• Helps shape self-concepts
• Forms intercultural alliances
• Helps us learn to adapt as necessary during communications

Question 11

What factors can affect transaction models of communication?

Answer 11

• Social rules and ‘norms’
• Relational
• Cultural

Question 12

What does the RCVS Code of Conduct say about communication?

Answer 12

• Ensure that what the veterinary team and clients are saying is heard and understood on both sides
• Encourage clients to take a full part in any discussion and to ask questions
• Make sure clients have sufficient time to ask questions and to make decisions
• Use appropriate language for the client and explain any clinical or technical terminology

Question 13

Give an example of an open question

Answer 13

How has the animal been doing?

Question 14

Give an example of a closed question

Answer 14

Has the animal been vomiting?

Question 15

Give an example of a leading question

Answer 15

They’ve not been vomiting, have they?

Question 16

Give an example of a probing question

Answer 16

Can you tell me more about the vomit? How much? What colour?

Question 17

Give an example of a focused question

Answer 17

What would successful treatment mean to you?

Question 18

Give an example of a reflective question

Answer 18

What did you think about this conversation?

Question 19

What must you remember while communicating in practice?

Answer 19

• Understand the rules, policies and procedures
• Take your time
• Stay relevant

Question 20

What must you remember with empathetic communication with clients?

Answer 20

• Consider the clients comfort zone
• Find out their main concerns and expectations
• Put yourself in the clients shoes
• Pick up on verbal and non-verbal cues
• Add a personal touch

Question 21

Why is closed loop communication important?

Answer 21

• Important for patient safety

- Both sender and receiver confirm that the information has been correctly passed on and understood