communication skills

Question 1

why does communication need to be effective?

(4 marks)

Answer 1

• it helps us understand a person or situation
• enables us to resolve differences
• builds trust and respect
• misunderstanding can cause conflict and frustration in personal and professional relationships

Question 2

what are the 3 noise barriers?

(3 marks)

Answer 2

• content
• process
• context

Question 3

what barriers does content communication (noise barrier) provide?

(6 marks)

Answer 3

• excessive use of complex vocab / jargon +/ abbreviations
• incorrect pronounciation of words
• too much / little info
• unclear messages
• speaking too quickly
• conflicting info

Question 4

what barriers does process communication (noise barrier) provide?

(4 marks)

Answer 4

• lack of eye contact / excessive eye contact
• non-supportive / distinterested facial expressions
• inappropriate gestures +/ body posture
• poor body language

Question 5

what barriers does context communication (noise barrier) provide?

(5 marks)

Answer 5

• busy, noisy environments
• steriotypical assumptions
• prejudices
• expectations that are implicit, rather than explicit
• emptional / attitude issues which impact on communication

Question 6

listening vs hearing
what do others see + hear?

(10 marks)

Answer 6

• lack of enthusiam -
• no emotion / flat tone, body language
• fidgeting -
• distracts from your message
• how you deliver message -
• avoiding convo by send email / letter instead
• distracting words -
• um’s, ah’s, urr’s, slang, cursing
• who are you taking to? -
• eye contact

Question 7

benifits gained from skilled communication?

(11 marks)

Answer 7

more effective consultations for clients, nurses, vets + patients:
* greater accuracy
* heightened efficiancy
* enhanced supportiveness + trust
* relationships characterised by collaboration and partnership

better co-ordination of care with clients _ colleagues

improved outcomes:
* greater satisfaction for everyone involved
* better understanding + recall
* improved adherance + follow through
* better outcomes for patients
* reduced conflicts, complaints + malpractice claims

Question 8

importance of apperance?
and what should be worn?

(2 marks)

Answer 8

• first impressions count
• clean uniform, name badge, hair up

Question 9

what to include in meet + greet?

(4 marks)

Answer 9

appropriate greeting for situation
* why are you seeing them?
* have you met them before?
* always check clinical records

Question 10

what should be included in the introduced of consult?

(3 marks)

Answer 10

• who you are
• what your role is
• what are you doing with the client and pet?

Question 11

what should be considered in terms of communication + personality?

(3 marks)

Answer 11

• how client is likely feeling based on why they’re visiting?
• how are you feeling? good / bad day? be aware how this affects communication
• skills already developed in maintaining client relationships

Question 12

what legislation is data protection under?

(1 mark)

Answer 12

general data protection regulation 2018

Question 13

what does the data protection legislation state?

(2 marks)

Answer 13

• sets out obligations regarding storage and use of personal details
• and rights of individual from whom you hold info about

Question 14

what is client confidentiality?

(3 marks)

Answer 14

• an essential component of professional conduct
• what do understand by this?
• what are the exceptions to maintaining confidentiality?

Question 15

expectations to maintaining client confidentiality?

(6 marks)

Answer 15

• suspected cases of abuse
• court procedding / RCVS disciplinary hearings
• disputes over overship of a microchipped animal
• if client comes from another practice, it is ethical to contact previous practice, but what if client refusesto agree?
• referrals - implied consent can be assumed if the client has requested referal.
• (consent sought if VS recommended referral)

Question 16

what should informed consent include?

(7 marks)

Answer 16

• diagnosis / nature of patient ailment.
• general nature of proposed treatment + any alternatives
• treatment + purpose / reason for each treatment
• risks / dangers involved in proposed treatments
• probability / prospects of success with each alternative treatment
• prognosis / risk if client refuses treatment
• costs of various alternative treatments

Question 17

what does RCVS say about informed consent?

(3 marks)

Answer 17

• when dealing with owner / their agent whose consent for treatment must be given, it is important to obtain consent in writing on properly drafted form which should include estimate charge
• obtain client informed consent to treatment unless delay would adversly affect the animal’s welfare
• informed consent can only be given by a client who has had opportunity to consider options for treatment + had significance + risks explained.

Question 18

what constitutes an owner’s agent?

(5 marks)

Answer 18

• boarding kennels + catteries usually have ‘agency’ clause written into their contract with owner in event of pet needing veterinary attention whilst boarding
• non-formalised relationships can be tricker - e.g. family
• cases of malicous agency occur
• to be absoultely safe all owner’s agents should have ‘written authority to act’ signed by the owner
• some practices will now ask the question ‘who is the owner?’ as standard practice + document reply in clinical records