05 - Getting Started

Poll

What type of veterinary hospital would you like to do your on the job training (OJT)?

• General practice

• Large animal/mixed practice

• Research

• Emergency/ Urgent Care

• Undecided

Multiple Choice

What might you find in a police & procedures manual in a veterinary clinic?

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

• Fashion trends, food recipes, instagram pictures

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

Multiple Choice

Can someone be fired due to a toxic attitude?

• No

• Yes

Open Ended

What is one way that you can think of to make the work/school environment more positive?

Poll

Which one do you find the most difficult?

• Expecting success even if you think you might fail

• Being optimistic

• Thinking positive in difficult situations

• 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 & think

• Check your phone & ignore everything

• Yell & interrupt them

• Pause & then run away

Multiple Choice

Which of the following would be considered tactful?

• Raising your voice during a disagreement

• Interrupting someone while they are speaking

• Making sarcastic remarks in a serious conversation

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

Match

Match the following

• Understanding & sharing feelings w/others

• Feeling of pity or sorrow for someone's misfortune

• Use of irony to mock or convey contempt

Empathy

Sympathy

Sarcasm

• Empathy

• Sympathy

• Sarcasm

Multiple Choice

Which of the following is an open-ended question?

• Has your dog been vomiting?

• What brings your pet to the hospital today?

• Is your cat urinating normally?

• What is your pet's name?

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

Consider listener's feelings

Match your words with how you say them

Look at your listerner

Check for understanding

Use jargon

Talk so much listener can't ask questions

Ignore signs of confusion

Ridicule your listener

Put on an act

Speak in a detached way

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

DO

DON'T

Multiple Choice

What should we do to be a good listener?

• Multitask while listening, talk over the speaker, be judgemental, 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 picture(s) are good examples of shaping space (we are on the same height &/or side of client)?

Multiple Choice

What are some examples of GOOD body language?

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

• Randomly punching people in the face

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

Categorize

Options (16)

Smiling

Standing up straight

Using open gestures

Staying an arm's length away from client

Making eye contact

Nodding in agreement

Having a firm handshake

Maintaining good posture

Slouching

Avoiding eye contact

Looking at the ground

Rolling eyes

Crossing arms

Fidgeting

Turning away from the speaker

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?

Open Ended

What are 3 points of good body language?

Open Ended

What are 4 points of bad body language?

Drag and Drop

What are 3 things we can do to relate to clients or build rapport?​

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Placeholder

Drag these tiles and drop them in the correct blank above

ask open ended questions

use continuers

matching & leading

ignore their concerns

talk only about ourselves

avoid eye contact

Dropdown

3 ways we can positively "shape the space" when dealing with clients incldue: set the stage, stay in your bubble, & ​

Select answer

Draw

Draw your favourite animal.