Communication - Veterinary Assistant

Question 1

What does “communication” mean?

Answer 1

-Verbal/non-verbal
-Conscious and subconscious

Question 2

Why is communication important?

Answer 2

-Client compliance
-Creates a foundation of trust with clients

Question 3

How can communication impact customer service?

Answer 3

-Understanding/being understood-Avoiding miscommunications
-Noticing cues to improve customer service

Question 4

Three things to remember about customer service

Answer 4

-It’s important to not take things seriously
-Most conflicts are a result of miscommunication
-Understanding/practising communication is essential

Question 5

Communication in the veterinary field

Answer 5

-Builds a good rapport with clients which can create a foundation for trust
-Builds good relationships with coworkers
-Client Compliance is an essential aspect of the veterinary field

Question 6

What is client compliance?

Answer 6

Client compliance is defined as a customer/client’s willingness to follow a prescribed course of treatment

Question 7

Why is client compliance important?

Answer 7

-Important for short term and long term treatment
-Important that we communicate directions/suggestions effectively
-Need client’s trust/confidence in quality of care
-Client doesn’t turn to Dr. Google

Question 8

How is communication intertwined with client compliance?

Answer 8

-Communication allows us to build a rapport/articulate delicate information to clients
-Clients look to us for lifelong guidance/care regarding their pets wellbeing

Question 9

Two important parts of communication in the veterinary field

Answer 9

-Remain professional, polite, calm and helpful during interactions
-Be empathetic/subjective during difficult situations while looking for positive solutions

Question 10

Three Elements of Personal Communication

Answer 10

-7% Spoken words/ Verbal
-38% Voice, tone/ Paraverbal
-55% Body language/ Non verbal

Question 11

Important elements of verbal/written communication

Answer 11

-7% that accounts for our verbal communication can make or break how we’re perceived
-With written communication we need to be more aware of what we say/how we say it
-Remain professional in all aspects of communication with clients

Question 12

Do’s of verbal/written communication

Answer 12

-Speak confidently
-Apologizing regardless of fault
-Professionalism
-Providing written instructions
-Use resources

Question 13

Don’ts of verbal/written communication

Answer 13

-Text abbreviations
-Use proper medical terminology
-Sarcasm
-Filter words like ‘like’ or ‘uh’

Question 14

Why is it important to send written information/instructions home with clients?

Answer 14

-Owners will forget what you say once home
-Helpful with a new diagnosis
-Helpful when discharging a surgical patient

Question 15

Important aspects of paraverbal communication

Answer 15

-Accounts for 38% of our communication
-Messages we portray/deliver through pitch and tone
-Higher tone can be difficult for some to understand
-Avoid using sarcasm

Question 16

Three important aspects of body language with paraverbal communication

Answer 16

-Body language includes body posture, eye contact, hand gestures, etc
-Postures like arm-folding/slouching sends a closed-off message
-Maintained eye contact shows confidence and to clients that you’re listening

Question 17

Important aspects of non verbal communication

Answer 17

-Nodding of the head indicates active listening
-Have self-awareness of your facial expressions, gestures, etc
-Keep your appearance clean, tidy and bring a change of clothes
-Comfortable clients = client compliance

Question 18

Important aspects of active listening

Answer 18

-Show small affirmations like rephrasing what you’ve heard
-Clear and simple even if it’s complicated-simplify what’s important
-Positive directives make it easier for clients to follow our suggestions