Communication Skills Flashcards
How is active listening shown?
- Eye contact
- Non verbal cues
- Encouragement/paraphrasing
- Fluency of conversation
- Summarising back
What does the acronym SOLER stand for?
S: Sit – ideally at a slight angle to in relation to the owner
O: Maintain an open position with your legs and arms uncrossed
L: Lean slightly forward
E: Maintain appropriate eye contact without staring
R: Relax and avoid fidgeting
Name the basic stages of the Calgary Cambridge Model of Veterinary Consultation.
- Preparation
- Initiating
- Gathering information
- Giving information
- Shared decision making
- Providing structure to the consultation
- Developing a positive relationship with the client
- Closing the consultation
Describe the preparation stage of consultations.
- Establishing context – familiarise with past history, anticipate potential conflicts or difficulties
- Creating a professional, safe and effective environment
How is rapport initiated with the client and the animal?
- Greets
- Obtains/confirms name
- Introduce self, role of nature of consultation
- Obtains consent
- Identifies issue with opening question
- Listens to statement without interruption
- Checks for further problems
What shape is the model for history taking?
Cone shaped
What does the acronym ICE stand for?
Ideas, Concerns and Expectations
How are explanations given in a consultation?
- Assesses client’s starting point – may already have an understanding of condition
- Chunks and checks
- Explanation at appropriate times
- Organises explanation
- Signposting
- Repetition and summarising
- Visual methods of conveying info
- Checks client’s understanding
How is structure given to the consultation?
- Summarises
- Signposts
- Logical sequence
- Attends to timing and keeping consultation on task
How is a relationship built with an owner?
- Empathy
- Support, concern, willingness to help
- Acknowledges coping efforts and appropriate animal care
- Deals sensitively with embarrassing/disturbing topics and physical pain
- Shares thinking
- Takes into account relationship between client and animal
- Explains rationale for questions
How is the consultation closed?
- Summarise and present plan for client agreement
- Safety nets – what to do if concerned or clinical situation changes
- What is happening next
- Final check
- Goodbyes
What is thought to be more important – what we say or how we say it?
How we say it
What are paralinguistic features of speech?
Volume, pace, pitch, tone, fluency, non-meaningful utterance
If you train a medical practitioner in communication how much more likely is it that their patients adhere to treatment?
200%
In a situation where a client has multiple issues or problems to discuss with a vet what order are they likely to present these in?
Randomly
