05 - Good Communication Skills

ReviewTest #1

Common mistakes

When did Vet Tech first have a formal University level program?

1960s...

pg 3 of your McCurnin's... there may be questions on evaluations that could be from the textbook but may not appear in the powerpoints

Multiple Choice

What is malpractice also known as? pg 25 of McCurnin's

• professional misconduct
• legal negligence
• negligence

• ethical violation

VTS... What Are They?

Veterinary Technician Specialist
- pg 4 of McCurnin's

- They've been reviewed & approved for specialist status by the corresponding academy
- NAVTA

Drug Dispensing

• All medications should be dispensed in childproof containers

  VS

• The vet's signature should appear on the prescription labe

Multiple Select

Which drug name is written in lowercase letters?

• Generic

• Brand

• Nonproprietary

• Proprietary

Would you rather keep loads of inventory or minimal inventory?

• The goal for inventory keeping is to keep stock quantities at a minimum level.

• You would want to avoid maximum amounts of inventory for a bunch of different reasons.... which are?

• You also don't want to guess; it's not in best practice, you may do an educated guess when specials arise but not on a regular

Multiple Choice

What is the purpose for calculating the inventory turnover rate?

• To calculate the amount of money tied up in staff

• To evaluate employee performance in sales.
• To determine the cost of goods sold.
• To calculate the amount of money tied up in inventory

What is a distributor

• They house supplies from multiple manufacturers

  • it increases the price but you only have to order from one place

What is Compounding?

Pharmacy Organization

• The design needs to take into consideration special refrigeration & sercurity needs of individual drugs

• Can be arranged alphabetically or my drug type, etc

  • depends on what the clinic wants

Drag and Drop

The ​

Placeholder

is a division of​

Placeholder

because the ​

Placeholder

is American.

Drag these tiles and drop them in the correct blank above

VDD

Health Canada

FDA

WHO

NHS

CDC

Open Ended

Why are medications used off label in food animals risky?

1. Clinical issues

2. Prognosis

3. All possible treatments (as well as benefits & risks of each)

4. Costs

5. The possible adverse effects and long-term care associated with each option

Required for an owner to give INFORMED CONSENT

• Age of majority

• Competence

• They've been given adequate information

Required for a person to give consent

Multiple Choice

Why can't you just throw unwanted/unused drugs away?

• Throwing them away is always safe and legal.
• They have no impact on health or safety.
• They can be reused by others without any issues.
• Unwanted drugs can harm the environment and pose safety risks if not disposed of properly.

A Couple of Questions That Everyone Gets a Point

• question about "adequate way to id the author of an entry in a handwritten medical record"... we haven't covered it yet

• Question about advantages to bulk buying.... confusing

What Content to Use When Studying for my Tests

• Read the chapters/textbook

• Read over the PowerPoints

• Past assignments

• Past quizzes

• Do the reviews

  • test questions will not be on here

Writing the Test

• Read the questions carefully

  • Pick out what the question is asking

• It's OK to ask me questions during an evaluation, if I can answer it, I will

• If question is asking for a number of things, I will only read that number

  • like if it's asking for 2 reasons but you write down 4.... I'm only taking the first 2

  • This test was the only exception

Open Ended

Why are soft skills considered more important than hard skills for veterinary technicians, according to the slides?

Multiple Select

According to the slides, which of the following are included in the duties of a veterinary technician?

• Taking care of animals

• Answering phone calls

• Cleaning animal cages

Multiple Select

Which of the following are effective ways to communicate with others in a veterinary workplace?

• Ask useful questions

• Give accolades

• Be gracious and appreciative

• Ignore feedback

Multiple Choice

Which of the following is NOT a recommended way to practice positive communication in the workplace?

• Giving thanks to coworkers

• Acknowledging a job well done

• Celebrating achievements

• Ignoring people who help you

Multiple Select

According to the slides, what are some ways to promote a positive and fun work environment? Select all that apply.

• Be enthusiastic

• Perform random acts of kindness

• Encourage gossip

• Look for chances to have fun

Poll

How good are you at picking up on people's body language?

• Mind reader status - I can tell how someone's feeling before they even say a word 🧠

• Pretty decent - I notice most cues, but sometimes I miss the subtle stuff 👀

• Work in progress - I get the basics, but I'm still figuring it out 🤔

• No clue - I'm never sure what people are really thinking or feeling 😬

Multiple Choice

Which of the following is NOT one of the four parts of the communication process in the workplace?

• The message

• The sender

• The channel

• The feedback

Multiple Choice

Why is it important for veterinary staff to provide clear and honest information to pet owners?

• It helps build trust and ensures better care for the pet.

• It makes the process faster.

• It reduces the number of visits to the clinic.

• It allows staff to avoid difficult conversations.

Match

Match the emotions to the images!

Surprise

Sadness

Enjoyment

Disgust

Anger

• Surprise

• Sadness

• Enjoyment

• Disgust

• Anger

Draw

How would you draw the worst customer service experience you've ever had?