05 - Getting Started

Poll

What type of veterinary hospital would you like to do your On The Job (OJT) placement?

• General Practice

• Emergency / Urgent Care

• Large Animal / Mixed Practice

• Undecided

• Research

Multiple Choice

What might you find in a Policy and Procedures manual in a veterinary clinic?

• Car maintenance tips, Blue Book Guide, salary of mechanics, appointment scheduling protocols.

• Staff responsibilities, emergency protocols, appointment scheduling, client communication guidelines, safety protocols

• Fashion trends. food recipes, Instagram pictures

Multiple Choice

Can someone be fired due to a toxic attitude?

• No
• Maybe
• Yes

Open Ended

What is one way that you can think of to make the work (or school!) environment more positive?

Poll

Which one do you find the most difficult?

• Expecting success even if you think you might fail

• Thinking positive in difficult situations

• Being Optimistic

• Being confident and believing in yourself

• None of these, I am amazing.

Multiple Choice

What are the 4 parts of the communication process?

• sender, message, channel, receiver
• transmitter, data, medium, recipient
• speaker, content, medium, listener
• source, information, pathway, addressee

Multiple Choice

Which is the largest component of communication?

• Non-verbal / body language

• Interpersonal communication
• Tone of voice

• Verbal communication

Multiple Choice

The pet owner is a human cardiologist.

Can you use medical terms to discuss their pet's heart condition?

• Never

• Most likely, yes.

Multiple Choice

What 2 things should you do before speaking?

• Breathe and think

• Check your phone and ignore everything

• Yell and interrupt them

• Pause and then run away

Multiple Choice

Which of the following would be considered tactful?

• Speaking the truth in a way that considers other people's feelings and reactions.

• Raising your voice during a disagreement.
• Interrupting someone while they are speaking.
• Making sarcastic remarks in a serious conversation.

Match

Match the following

• Empathy

• Sympathy

• Sarcasm

Understanding and sharing feelings with others

Feeling of pity or sorrow for someone's misfortune

Use of irony to mock or convey contempt

• Understanding and sharing feelings with others

• Feeling of pity or sorrow for someone's misfortune

• Use of irony to mock or convey contempt

Multiple Choice

Which of the following is an open-ended question?

• Has your dog been vomiting?

• Is your cat urinating normally?

• What is your pet's name?

• What brings your pet to the hospital today?

Multiple Choice

What is an example of using the "echo" technique to ensure pet owners understand home care directions?

• Have the pet owner repeat the home care directions back to you in their own words.
• Send the home care directions via email without any verbal explanation.
• Have the pet owner demonstrate the home care directions instead of verbalizing them.

Categorize

Options (11)

Be clear

Use jargon

Look at your listener

Ridicule your listener

Consider listener's feelings

Talk so much listener ca't ask questions

Put on an act

Ignore signs of confusion

Check for understanding

Match your words with how you say them

Speak in a detached way

When it comes to getting a message across, organize these options into "Do" and "Don't"

DO

DON'T

Multiple Choice

What should we do to be a good listener?

• Multitask while listening, talk over the speaker, be judgmental, avoid eye contact
• Ignore the speaker, interrupt frequently, show no empathy, provide no feedback
• Daydream, show disinterest, respond with irrelevant comments, change the topic
• Focus on the speaker, avoid interrupting, show empathy, ask clarifying questions.

Open Ended

A dog has come into the clinic after an altercation with a porcupine. The veterinarian is recommending the pet be sedated to allow removal of the quills. While discussing the plan with the owner you can tell they seem unsure and have reservations about sedation. How can you address this and have the client share their feelings/concerns?

Multiple Select

Which pictures are good examples of shaping space, where we are on the same height and/or side of client?
More than one answer might be correct!

Multiple Choice

What are some examples of GOOD body language?

• Crossing arms, frowning, sighing, entering personal bubbles, and avoiding eye contact.

• Randomly punching people in the face.

• Maintaining eye contact, smiling, having an open posture, nodding

Categorize

Options (16)

Smiling

Making eye contact

Standing up straight

Nodding in agreement

Using open gestures

Having a firm handshake

Staying an arm's length away from client

Maintaining good posture

Slouching

Crossing arms

Avoiding eye contact

Fidgeting

Looking at the ground

Turning away from the speaker

Rolling eyes

Checking phone constantly

Organize these options into the correct categories

Good Body Language

Bad body language

Multiple Choice

What does paraphrasing mean?

• Repeating the exact words of something
• Translating something into a different language
• Expressing the meaning of something using different words

Multiple Choice

You are on the phone with a pet owner, booking their pet in for an upcoming appointment, but see a client has just walked in the door. What should you do?

• While you are on the phone, nod, smile, and make eye contact with the client who has just arrived.

• Ask the client to come back later, lock the door when they leave, and place a "closed" sign on the door.

• Continue talking on the phone and ignore the client
• Tell the client to wait while you finish your phone call

Open Ended

What are some ways we can positively "shape the space" when it comes to interacting with clients?