what are the 5 core communication skills?
- reflective listening
- non-verbal communication
- the pause
- open and closed questions
- empathy
what is meant by relationship centred care
the balance between vet paternalism and client autonomy
a partnership in which negotiation and shared decision-making are used to take a client’s perspective into consideration
what does ICE stand for when getting a clients perspective?
ideas
concerns
expectations
how can you find out what information your client needs?
ASK
TELL
ASK
what is meant by chunking and checking?
providing a small amount of information, passing to allow time for the client to process the information and then checking to confirm your clients understanding before moving on
6 stages of calgary cambridge guide
- Preparation- establish context, create a professional, safe and effective environment
- initiating the session- Establishing initial rapport, identifying the reason for consultation
- gathering information- explanation of the problem
- physical examination
- explanation and planning- providing appropriate type and amount of information, achieving shared understanding and shared decision making
- closing the session- forward planning, ensuring appropriate point of closure
What is signposting?
using phrases to structure a consultation
ensures no information has been missed out and gives client time to ask questions
What is reflective listening?
paying respectful attention to what is being expressed by the client
you must understand what the client is saying and then reflect that back to them in their own words
this is non judgemental
What is non-verbal communication (NVC)?
body language (mirroring)
gestures
increasing sensitivity to NVC cues of the client
What is the pause?
the vet silences after the first open question to allow the client to talk freely about their concerns without being interrupted
the vet then gains as much detailed information as possible
What are the benefits of good communication?
more effective consultations in terms of efficiency and diagnosis
improved relations with the client
decreased complaints
increased job satisfaction
better delivery of care- improved compliance
what is the triad relationship?
the relationship between the vet, client and animal
what is the difference between verbal and NVC?
what they are saying may not mimic what their body language (NVC) is saying
what is the difference between hearing and active listening?
hearing:
- passive
- sound perception
- no interpretation
active:
- active listening
- full participation
- focused and concentrated
what techniques can you use to check understanding?
- echoing
- paraphrasing
- summarising
what is echoing?
repeating the last few words, it encourages the client to keep talking
what is paraphrasing?
restating in your own words to sharpen understanding
what is summarising?
presenting a summary to enable the client to confirm accuracy
What is the difference between open and closed questions?
open questions get more detailed answers
when should you use open questions?
- when you need to get a client perspective
- to get information you might miss otherwise
- initial history taking
when should you use closed questions?
- to get clarification
- emergency
- to get client consent
What is sympathy?
feeling for someone’s misfortune
What is empathy?
to see a problem from another person’s position or perspective and verbally communicate that understanding back to the client
What is the transmission model?
a message is received from the sender and interpreted but there is no feedback
