What is the purpose of communication models?
- Allow us to see specific concepts and steps within the process of communication
- Define communication
- Apply communication concepts
What is encoding communication?
The process of turning thoughts into communication
What is decoding communication?
The process of turning communication into thoughts
What is a linear (transmission) model of communication?
- A one way process
- Intentional transmission of message
- Emphasis is on the message being sent
What are examples of linear (transmission) models of communication?
- Radio adverts
- TV adverts
What is an interactive (interaction) model of communication?
- Sender and receiver alternate positions to enable feedback
- Keeps the communication process going as long as the process is focused on the important message
What are examples of interactive (interaction) models of communication?
- Job interview
- Consultations
What factors can affect interactive (interaction) models of communication?
- Physical
- Psychological
What is a transaction model of communication?
- Takes communication beyond sender and receiver
- The ‘gold standard’ of communication with colleagues and clients
What does the transaction model of communication do?
- Creates relationships
- Helps shape self-concepts
- Forms intercultural alliances
- Helps us learn to adapt as necessary during communications
What factors can affect transaction models of communication?
- Social rules and ‘norms’
- Relational
- Cultural
What does the RCVS Code of Conduct say about communication?
- Ensure that what the veterinary team and clients are saying is heard and understood on both sides
- Encourage clients to take a full part in any discussion and to ask questions
- Make sure clients have sufficient time to ask questions and to make decisions
- Use appropriate language for the client and explain any clinical or technical terminology
Give an example of an open question
How has the animal been doing?
Give an example of a closed question
Has the animal been vomiting?
Give an example of a leading question
They’ve not been vomiting, have they?
Give an example of a probing question
Can you tell me more about the vomit? How much? What colour?
Give an example of a focused question
What would successful treatment mean to you?
Give an example of a reflective question
What did you think about this conversation?
What must you remember while communicating in practice?
- Understand the rules, policies and procedures
- Take your time
- Stay relevant
What must you remember with empathetic communication with clients?
- Consider the clients comfort zone
- Find out their main concerns and expectations
- Put yourself in the clients shoes
- Pick up on verbal and non-verbal cues
- Add a personal touch
Why is closed loop communication important?
- Important for patient safety
- Both sender and receiver confirm that the information has been correctly passed on and understood
