Difficult Conversations

Question 1

Relationship Centred Care
6 points

Answer 1

1. +ve animal welfare outcome
2. Improved diagnostic accuracy
3. Reduce complaints
4. Better compliance
5. Improved vet team
6. Improved time management

Question 2

How to get client perspective?

Answer 2

Ideas
Concerns
Expectations

Question 3

Shared Decision Making
6 points

Answer 3

1. Share thoughts w client
2. Involve client
3. Explore management
4. Level of client involvement
5. Negotiate plan
6. Check w client

Question 4

Challenges of Shared Decision Making
6 points

Answer 4

1. Vet understanding client
2. Provide suitable info for client
3. Decision making
4. Time constraints
5. Involve multiple clients
6. Language barriers

Question 5

Impact of Breaking Bad News - Prior to Event

Answer 5

1. Anxiety and uncertainty
2. Feeling ill-prepared
3. Responsibility burden

Question 6

Impact of Breaking Bad News - Blocking Behaviours

Answer 6

1. Protect from further distress
2. Avoidance, lack response, lack empathy
3. Too much/little info

Question 7

Impact of Breaking Bad News - Future Impact

Answer 7

1. Increased emotional distress
2. Reduced understanding
3. Decreased satisfaction

Question 8

SPIKES Protocol

Answer 8

Setting
Perception
Invitation
Knowledge
Empathy
Strat and Summary

Question 9

How to Deal w Angry Clients

Answer 9

Listen
Acknowledge
Understand
Give solution
Hit home

Question 10

Responses to Angry Clients

Answer 10

Passive
- Lack eye contact
- Non-committal
- Talks little and softly
Aggressive
- Eye rolling
- Raising voice
- Interrupting
Assertive
- Eye contact
- Calm but firm
- Respectful