Professional studies - communication Flashcards
What are some verbal communication skills?
Questioning - open and closed
Giving information - chunk and check
Summarising
What are some components of active listening?
Eye contact Non-verbal cues Encouragement Fluency of conversation Summarising back
What is the definition of non-verbal communication?
Communication that involves all forms of communication other than the spoken word
What are the functions of non verbal communication?
Convey attitude and emotion
Support verbal messages
Add meaning to verbal communication
Regulate interaction
What are some components of non verbal communication?
Facial expression and movement Eye contact Body movement and posture Proximity and orientation Personal appearance and environment Paralinguistics
What does SOLER stand for?
Sit - slight angle Open position Lean slightly forward Eye contact Relax
What are the 8 steps of the Calgary Cambridge model?
Preparation Initiation Gathering information Giving information Shared decision making Providing structure to the consultation Developing a positive relationship with the client Closing the conversation
What are the 3 layers of the Calgary Cambridge model?
The stages of a consultation
The function of each stage
The skills you can use at each stage
What are the 5 steps of learning?
Prepare Communicate Reflect Recieve feedback Reflect
What is the ‘preparation’ step of the Calgary Cambridge model for?
Establishes context - familiarises
Creates a professional, safe and effective environment
What is the ‘initiation’ step of the Calgary Cambridge model for?
Establishes initial rapport with the client and animal
Identifies the reason for the consultation
What happens in the initiation step of the Calgary Cambridge model?
Greets
Introduces
Listens
What is the ‘gathering information’ step of the Calgary Cambridge model for?
Explores the clients problems
Takes a long and short term history
What are 6 different types of questions?
Open Closed Probing Leading Rhetorical Clarifying
What is the cone shape to history taking?
Starts broad with open questions
Then narrows down
What happens in the ‘giving information’ step of the Calgary Cambridge model?
Assess the clients starting point of knowledge
Chunk and check
Explain, repeat, summarise
What is the ‘shared decision making’ step of the Calgary Cambridge model for?
Engage with client
Shares own thoughts
Negotiate a mutually acceptable plan
Gain informed consent
What are 4 ways of providing structure to the consultation?
Summarise
Signposting
Use logical sequence
Good timing
What are some ways of building a relationship with the owner?
Non-verbal behaviour Acknowledge clients views and feelings Empathy Provide support Be sensitive
What should you do when closing the consultation?
Summarise and present plan for client agreement Safety nets Say what will happen next Final check Goodbyes
What are safety nets?
Cover what to do if concerned or clinical situation changes
What is more important - what we say or how we say it?
How we say it
If you train a medical practitioner in communication how much more likely is it that their patients adhere to treatment?
Compliance increases by over 200%
What does ICE stand for in veterinary history taking?
Ideas, concerns and expectations
In what percentage of encounters do medical interns underestimate their patients desire for information?
65%
What are the best questions to use to check if a client has understood you?
What would you like me to go through again?
Could I explain that to you again?
How should you give feedback?
Be specific
Be positive
Be constructive
Can offer alternative communication strategies avoiding overt criticism - curiosity and kindness
What is informed consent?
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
