Communication Skills

Question 1

5 Core Communication Skills

Answer 1

1. Reflective listening
2. Non-verbal communication
3. The pause
4. Open and closed Qs
5. Empathy

Question 2

Reflective Listening

Answer 2

Check - client can clarify, confirm, correct/ add info

Question 3

Hearing vs Active Listening
3 points each

Answer 3

Hearing
1. Passive
2. Sound perception
3. No interpretation
Active listening
1. Active
2. Full participation
3. Focused

Question 4

3 techniques to check for understanding

Answer 4

1. Echoing - repeat last few words
2. Paraphrasing - restate in own words
3. Summarise - confirm accuracy

Question 5

Non-Verbal Communication
5 points

Answer 5

1. Body Language
2. Crying
3. Spatial
4. Blushing
5. Sweating

Question 6

Open vs Closed Qs

Answer 6

Open:
1. Client perspective
2. Info that might be missed
3. Initial history
Closed:
1. Clarify
2. Emergency
3. Client consent

Question 7

Benefits of Relationship Centred Care

Answer 7

Client = improved client satisfaction, increase trust
Patient = Improved assessment accuracy, better tx compliance
Vet = improved outcomes, shorter consult times

Question 8

Calgary-Cambridge Guide

Answer 8

1. Initiate session
2. Gather info
3. Physical Exam
4. Explain and plan
5. Close session

Question 9

Chunking and Checking

Answer 9

Providing
Pausing
Checking

Question 10

Signposting

Answer 10

1. Consult flow
2. Focus on main topics
3. Add clarity
4. Guide consult
5. Warning shots
6. Skilled interrupting