Professional Communication (Veterinary)

Two major types of communication are:

• Written & Perceived

• Assumption & Perception

• Verbal & Non-Verbal

• Happy & Sad

Example(s) of verbal communication: (choose all that apply)

• Phone conversation

• Smiling

• Making eye contact

• Writing an email

• Using TikTok

Non-verbal communication: (choose all that apply)

• Listening to a voicemail and taking down a message

• Face-to-face conversation

• Having a telephone conversation

• Making eye contact

• Waving at someone

Which of the following is a barrier to effective communication?

• Judgemental mindset

• Not actively listening

• Lack of professional (work appropriate) vocabulary

• All the answers are barriers to effective communication

Which is NOT important for effective communication?

• Being able to see someone during the communication process

• Making eye contact when speaking/listening

• Using appropriate body language

• Using the appropriate tone and infections

• Avoiding slang

In order to comprehend a message, you must: (choose all that apply)

• Use a telephone

• Wear professional attire

• Send a text message or email

• Actively listen to the speaker

• Consider the other person's point of view

All of the following are examples of active listening, EXCEPT:

• Showing interest in the message, smiling

• Focusing on the patient only and not on the client speaking

• Making eye contact with the messenger

• Not interrupting the messenger

When should you notify the appropriate authorities (in MA = MSPCA) of suspected animal abuse?

• As soon as you have a suspicion of abuse

• Only when you have not been able to get in touch with 911

• Only if you can't reach animal control

• When you have strong suspicion, have witnessed abuse, or directed by DVM

• All answers are correct

A good, clear speaker…

• Understands what he/she wants to say

• Considers the audience and the setting

• Checks to assure understanding, and listens to responses

• All answers are good answers

• Uses appropriate terminology for the desired audience

A good, active listener…

• Remains quiet while listening

• Interrupts the speaker (only with important info)

• Answers his/her cell phone during the presentation

• Sends a text in the middle of a conversation

• Thinks of ways to respond while listening