WorksheetsProfessional Communication (Veterinary)
Total questions: 26
Worksheet time: 51mins
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
Which of the following is NOT an example of proper telephone etiquette in the workplace?
Answering the phone, even if it is not your official job role
Identifying yourself and your company when answering a call
Rushing the caller to get off the phone
Answering the phone before the third ring
Smiling when answering the phone (even if no one can see you)
We communicate by:
Speech (Telephone call, conversations, etc)
Visuals (Body language, facial expressions)
Writing (Letter, emails, newsletters, etc)
All are correct answers
Not assisting or helping someone who is clearly in need
Communicating non-verbally through conscious or unconscious gestures and movements is called?
Attitude
Gratitude
Sign Language
Body Language
What percentage of communication is considered non-verbal?
20%
50%
80%
100%
What does the 'L' stand for in the L.A.S.T. technique
Love
Listen
Lament
Like
What does the 'H' stand for in the H.E.A.T. technique?
Help
Hear
Hover
Hand
What does 'T' stand for in the L.A.S.T. technique?
(a)
What color ink is acceptable and considered legal for medical records? (select all correct answers)
Blue
Black
Green
Any dark color
Every problem needs to be followed up with 3 questions. Which IS NOT a necessary question?
How long has this been happening?
What are the characteristics of the problem?
How often has this happened?
Do you know the cause of the problem?
TRUE/FALSE: When assisting a client with difficult behavior, it is best to help them immediately and in the lobby area so you have witnesses.
True
False
Rolling your eyes at someone is
Verbal communication
Non-Verbal Communication
Gentle form of teasing
Acceptable, if the client is friend
When taking a message, you should (choose all that apply)
Use reflective listening
Repeat the owner's and pet's name
Tell the client they will get a call back immediately
Note the time and date the call came in
Ensure the client they will be seen ASAP
If you suspect animal abuse while taking a medical history, you should
Call 911
Tell your friends and family
Notify the DVM on the case
Call Animal Control
Call MSPCA (if in MA)
Commonly abbreviations are used in vet med. What does WNL mean?
White, Near, Linear
Within Normal Limits
Without Normal Language
Needs further clarification and investigation
If you suspect your client is impaired and cannot safely drive home, you should...
Look the other way, it's not your place to assume
Tell the DVM on the case
Offer to contact a safe ride alternative
Offer to drive the client home yourself
If you need to put a client on hold, which is an acceptable transition?
"Hold please"
"Please hold"
"Can I place you on. brief hold while I get that information for you?"
"I'll find out for you, but you have to hold"
