What are the three types

of communication skills?

1. Content skills

what is communicated, through questions and explanations

2. Process skills

how it is communicated - verbal and non-verbal

3. Perceptual skills

cognitive and relationship skills

What three components are happening parallel (at the same time) according to the GVCCCMV?

1. Providing structure to the consultation

2. Building of the relationship with the client

3. Observation of the client and patient

and tailoring our responses to continue building the rapport.

What are the stages of a consultation according to the GVCCCMV?

1. Preparation

2. Initiation of the consultation

3. Information gathering

4. Physical examination

5. Explanation and planning

6. Closing of the consultation and forward planning.

What are the four types of clinical communication skills?

1. Structured inquiry and explanation

2. Reflective listening

3. Expression of empathy

4. Non-verbal communication

What do you understand as

"Structured inquiry and explanation"?

Funnelling from open-ended inquiry to more specific closed ended enquiry.

Open-ended questions usually start with "What", "How", "Tell me", "Describe for me", while closed-ended questions can usually be answered in very few words.

For explanations use chunk and check (make 3 points and check) and signposting ("I am going to do examine him now ...").

What do you understand

as Reflective Listening?

1. Echoing: repeating what was said

(So you said, he was going to be late).

2. Paraphrasing: restating content and feelings behind what was said.

(You were afraid that we would not see you because you were late)

3. Summarising: Making a statement representing your understanding of what was said.

(Let me see, if I got this right..... Is that correct?)

What are expressions of empathy?

Empathy can be expressed in verbally or non-verbally.

Links the "I" with the "you".

Supportive statements include:

1. Normalisation (many of us feel like that)

2. Self disclosure (I know I would have felt the same)

3. Partnership (let's work this out together)

What are the categories of non-verbal communication?

1. Kinesics (facial expressions, body tension, gestures, appropriate touch, body position and movement)

2. Proxemics (spatial relationships: vertical hight differences, interpersonal distance, angles of facing, physical barriers)

3. Paralanguage (components of language other than words: pitch, pause, rate, intonation, volume and emphasis)

4. Autonomic shift (involuntary responses, flushing or blanching, tearing, sweating ...)

5. Personal appearance

6. Environment

What are the three styles of decision making in veterinary care?

1. Guardian / Expert (Paternalism)

2. Teacher / Consultant

3. Collaborator / Partner (Relationship-centred care)

Describe the Guardian/Expert approach to decision making in veterinary care!

 - Historically the most common model in vet practice.

- Biomedical consultation pattern, dominated by vet.

- Little discussion of client's preferences.

- Client will do what vet thinks is best, but the client will hold vet accountable in case of complications.

Describe the Teacher / Consultant approach to decision making in veterinary care!

-Veterinarian is mainly a provider of information and services.

-Client obtains information from many other sources

-Conversation is dominated by vet

-All information is given without preference by the vet

-Client makes all the decision, but may be based on questionable information, delayed or avoided.

-Vet is frustrated, when his preferred option is not chosen.

Describe the Collaborator / Partner approach to decision making in veterinary care!

-Reflects vet-clien-animal relationship by considering impact of lifestyle and social issues on pet health.

-Client's perspective is taken into account.

-Vet and Client have about equal part in conversation.

-Likely to result in shared decision and therefore responsibility, accountability and commitment to patient care outcomes.

What are the factors influencing decision making in veterinary practice?

Client

Veterinarian

Patient

Problem

Practice