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CVSOH BVSc3 > Professional studies - communication > Flashcards

Professional studies - communication Flashcards

1
Q

What are some verbal communication skills?

A

Questioning - open and closed
Giving information - chunk and check
Summarising

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2
Q

What are some components of active listening?

A 
Eye contact
Non-verbal cues
Encouragement
Fluency of conversation
Summarising back
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3
Q

What is the definition of non-verbal communication?

A

Communication that involves all forms of communication other than the spoken word

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4
Q

What are the functions of non verbal communication?

A

Convey attitude and emotion
Support verbal messages
Add meaning to verbal communication
Regulate interaction

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5
Q

What are some components of non verbal communication?

A 
Facial expression and movement
Eye contact
Body movement and posture
Proximity and orientation
Personal appearance and environment
Paralinguistics
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6
Q

What does SOLER stand for?

A 
Sit - slight angle 
Open position
Lean slightly forward
Eye contact
Relax
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7
Q

What are the 8 steps of the Calgary Cambridge model?

A 
Preparation
Initiation
Gathering information
Giving information
Shared decision making
Providing structure to the consultation
Developing a positive relationship with the client
Closing the conversation
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8
Q

What are the 3 layers of the Calgary Cambridge model?

A

The stages of a consultation
The function of each stage
The skills you can use at each stage

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9
Q

What are the 5 steps of learning?

A 
Prepare
Communicate
Reflect
Recieve feedback
Reflect
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10
Q

What is the ‘preparation’ step of the Calgary Cambridge model for?

A

Establishes context - familiarises

Creates a professional, safe and effective environment

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11
Q

What is the ‘initiation’ step of the Calgary Cambridge model for?

A

Establishes initial rapport with the client and animal

Identifies the reason for the consultation

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12
Q

What happens in the initiation step of the Calgary Cambridge model?

A

Greets
Introduces
Listens

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13
Q

What is the ‘gathering information’ step of the Calgary Cambridge model for?

A

Explores the clients problems

Takes a long and short term history

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14
Q

What are 6 different types of questions?

A 
Open
Closed
Probing
Leading
Rhetorical
Clarifying
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15
Q

What is the cone shape to history taking?

A

Starts broad with open questions

Then narrows down

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16
Q

What happens in the ‘giving information’ step of the Calgary Cambridge model?

A

Assess the clients starting point of knowledge
Chunk and check
Explain, repeat, summarise

17
Q

What is the ‘shared decision making’ step of the Calgary Cambridge model for?

A

Engage with client
Shares own thoughts
Negotiate a mutually acceptable plan
Gain informed consent

18
Q

What are 4 ways of providing structure to the consultation?

A

Summarise
Signposting
Use logical sequence
Good timing

19
Q

What are some ways of building a relationship with the owner?

A 
Non-verbal behaviour
Acknowledge clients views and feelings
Empathy
Provide support
Be sensitive
20
Q

What should you do when closing the consultation?

A 
Summarise and present plan for client agreement
Safety nets
Say what will happen next
Final check
Goodbyes
21
Q

What are safety nets?

A

Cover what to do if concerned or clinical situation changes

22
Q

What is more important - what we say or how we say it?

A

How we say it

23
Q

If you train a medical practitioner in communication how much more likely is it that their patients adhere to treatment?

A

Compliance increases by over 200%

24
Q

What does ICE stand for in veterinary history taking?

A

Ideas, concerns and expectations

25
Q

In what percentage of encounters do medical interns underestimate their patients desire for information?

A

65%

26
Q

What are the best questions to use to check if a client has understood you?

A

What would you like me to go through again?

Could I explain that to you again?

27
Q

How should you give feedback?

A

Be specific
Be positive
Be constructive
Can offer alternative communication strategies avoiding overt criticism - curiosity and kindness

28
Q

What is informed consent?

A

Consent that can only be given by a client who has the opportunity to consider:
A range of reasonable treatment options with associated fee estimates
The significance
The main advantages and risks explained to them

CVSOH BVSc3 (60 decks)

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