Communication in Practice is Not a Soft Skill

Shaw et al. (JAVMA 2004) found that veterinarians use primarily:

Closed questions

Open ended question

A balanced combination of open and closed questions

None of the above

Dysart, Coe, Adams (JAVMA 2012) found that when veterinarians used an open-ended solicitation the client spoke for:

32.2 seconds

5 seconds

13.2 seconds

1 minute

“Can you please tell me what’s been going on with Charlie” is an example of an:

Open ended question

Clarifying question

Closed ended question

None of the above

“Tell me about Diezel’s daily routine” is an example of an:

Open ended question

Clarifying question

Closed ended question

None of the above

Reflective listening is best used when:

Initiating the interaction

Gathering information

Building a relationship

All of the above

Shaw, Adams, Bonnett et al (JAVMA 2004) found that veterinarians used empathy statements in__________% of appointments?

10%

25%

7%

37%

“I’m so sorry for your loss” is an example of:

Empathy

Thoughtfulness

Sympathy

All of the above

“I can hear how excited you are about your new puppy” is an example of:

Sympathy

Empathy

Appreciation for a new patient

All of the above

Which of the following outcomes can be positively impacted by effective veterinarian-client communication:

Client satisfaction

Client adherence

Veterinarian satisfaction

All of the above

Empathy is a three-stage process consisting of:

Gaining an understanding of another person’s feelings, communicating that understanding, pause

Gaining an understanding of another person’s feelings, communicating that understanding, problem solving a solution

Gaining an understanding of another person’s feelings, pause, nod head to relay awareness of their situation

Stop, listen, sympathize with the other person

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Communication in Practice is Not a Soft Skill