W4 The Art of the Consultation Flashcards
what are some examples of feedback?
any of:
- grades
- written feedback
- verbal feedback
- questions
- praise
- criticism
name some examples of ways to avoid barriers to using feedback:
- staying motivated, using the feedback in a positive light
- finding resources to help understand the feedback
- making sure you understand terminology used in the feedback
- understanding why feedback is given
- recognising when and how feedback is given
- making a personal development using the feedback ensuring its being used in an effective way
- using questions as a form of your feedback, learning objectives? personal aims?
- look for opportunities for receiving feedback e.g. reports
- FEATS: feedback, engagement and tracking
what is the Johari Window?
a technique designed to help people better understand their relationship with themselves and others. it uses what you know about yourself and what others know about you and what you don’t know and others don’t know about you. it splits into what you are happy to share, what you don’t want to share, what others know but you aren’t aware of and hidden qualities that neither you or others know yet.
what are the six steps of a consult according to the calgary-cambridge guide?
- initiating the session
- gathering information
- providing structure to the consultation
- building the relationship
- explanation and planning
- closing the session
describe step 1 of calgary-cambridge guide to consultations:
*initiating the session: prep, rapport, identifying reasons for consult
- prep - put aside last task, focus attention
- establish rapport - greet client, obtain names, introduce yourself, demonstrate respect and interest, attend to clients needs
- identify reasons - identify problem list, OPEN questions, listens attentively, confirms list and screens, negotiates agenda based on both vet and clients perspectives
describe step 2 of calgary-cambridge guide to consultations:
*gathering information: exploration of problems, additional skills for understanding clients perspective
- exploration - encourage client to tell story, open and closed questions, listens attentively, facilitates clients responses (encouragement, nodding, repetition), picks up on verbal and non-verbal clues, clarifies clients statements, periodically summarises, everything is easy to understand, establishes dates and sequence of events
- understanding perspective - determines clients IDEAS, CONCERNS and EXPECTATIONS and the effects on the clients life, encourages client to express feelings
describe step 3 of calgary-cambridge guide to consultations:
*structure to consultation: making organisation overt, attending to flow
- making organisation overt - summarising at the end of a specific line of inquiry (ensuring nothing is missed), progresses from one section to another using SIGNPOSTING, TRANSITIONAL STATEMENTS
- attending to flow - structures everything in a logical sequence, attends to timing (keep on task)
describe step 4 of calgary-cambridge guide to consultations:
*building relationship: using non-verbal behaviour, developing rapport, involving the client
- non-verbal behaviour - eye contact, facial expressions, posture, gestures, vocal cues (rate, volume, pitch), takes notes without interfering with dialogue/rapport, confidence
- developing rapport - accepts legitimacy, no judgement, uses empathy, acknowledges clients feelings, provides support, express concern and understanding, deals sensitively
- involving the client - shares thinking, explain rationale, explain process and findings during physical exam
describe step 5 of calgary-cambridge guide to consultations:
*explanation and planning: amount of info, recall, shared understanding, planning/decision making, option: discussion of problem, option: negotiating mutual plan of action, option: discuss investigations and procedures
- amount of info - chunk and check, assess starting point, asks client what other info may be helpful, explain at appropriate times
- accurate recall - explain in sections, signposting, repetition, easy to understand, visual methods, checks clients understanding
- shared understanding - relate to clients perspective, allows client to contribute, picks up on client cues, acknowledges clients beliefs and feelings
- planning/decision making - shares own thoughts, involves client, explores management options, negotiates mutually acceptable plan, check with client
- option: discussion of problem - offers opinion, reveals rationale, explains seriousness, elicits clients beliefs and feelings
- option: negotiating plan of action - discuss options, provide info on options, obtains clients view, accepts clients view, take in clients ability into consideration, ask client about support systems
- option: discuss procedures - provide clear info on procedures, relates procedure to treatment plan, encourages questions and thoughts from client
describe step 6 of calgary-cambridge guide to consultations:
*closing the session: forward planning, ensuring appropriate point of closure
- forward planning - contracts with clients, safety nets (explain possible unexpected outcomes, when to seek help)
- point of closure - summarises session and clarifies plan of care, final check that client agrees and is comfortable with the plan, any questions (final)
what are the four key reasons people struggle to use their feedback?
- language is difficult to understand
- difficult to understand what practical steps to take
- may feel pointless using it
- difficult to be motivated
what is feedback?
any kind of info that someone gives you about your performance, skills and understanding which may represent your best chances at improving
what are the five core communication skills?
- reflective listening
- non-verbal comms
- the pause
- open and closed questions
- empathy
what is relationship centred care, what are the benefits?
a partnership in which decisions made are by taking the clients perspective into consideration, benefits include: increased trust and client satisfaction, improved accuracy of assessment and compliance with treatment, improved outcomes and shorter consultations
why may a vet use the Calgry-Cambridge Guide?
structures clinical encounters, effeicient process, relationship centred care, can customise to your style
