Veterinary Communication Modules

Modules

Building Teams that Work

Since much of their academic career will call for veterinary students to work in teams, understanding the dynamics of teams and the skills needed to function effectively in teams is the intent of this module. The tension between “groupthink” and critical thinking is examined as well as issues of inclusion/exclusion and working with differences and problem-solving. To assure that students experience both large animal and small animal settings as they are developing their skills, the case material for this module will be drawn from a large animal setting. It is recommended that this be the first module that students encounter.

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Getting the Client Story

Being able to elicit and understand the story provided by the client is essential to: a) Building a veterinarian-client relationship, b) Diagnostic accuracy and c) Gathering information, and beliefs about the pet’s condition from the client. This calls for core communication skills including questioning, reflecting, empathizing, and negotiating.

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Roles and Choices

This module provides an overview of decision-making in veterinary practice and covers a range of roles the veterinarian takes with clients. Shared decision-making model is proposed where veterinarian and client exchange information, values, and preferences in arriving at decisions. Veterinarian and client work as partners in addressing the pet’s medical care.

 

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Euthanasia: Guiding Clients through Hard Decisions

The module addresses many of the issues involved in the veterinarian’s role in discussions about euthanasia.  Issues that will be addressed include the delivery of bad news, quality of life, options, shared decision-making, education about the euthanasia procedure, decisions about client present euthanasia, and potential grieving process.

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Take 2 BID: Enhancing Adherence

American Animal Hospital Association studies reveal client adherence to be much lower than what veterinarians think. This module addresses factors that influence client adherence. Skills integral to productive interaction leading to client commitment are reinforced such as establishing trust, credibility, demonstrating empathy, and providing literacy sensitive education.

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It Goes without Saying: Nonverbal Communication in
Veterinarian-Client Relationships

Roughly 80% of all communication between individuals is nonverbal. Only 20 % is verbal and voluntary and represents only a small proportion of our messaging. Problems a client may be having in the animal’s care are signaled in the nonverbal channel. This module was created in response to the belief that most people have no formal training in nonverbal communication.

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Eye of the Beholder: Addressing Conflict

This module raises learners awareness about their own “hot buttons” during client interactions. A series of videotaped client situations and a protocol offers practice application. Skills and communication tools to help difficult relationships be successful are organized into a user-friendly skill-based model for practice.

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Elephant in the Room: Money Talk with Clients

Discussing money is often fraught with secrecy and high emotion yet discussing these issues openly is important to a trusting client relationship. Learners experiment with communication tools to increase confidence and competence in fee discussions with clients.

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Strangers in Crisis: Partners in Care

This module equips veterinarians to manage communication challenges in emergency settings. Bad news may have to be delivered and tough decisions are to be made. Time pressures abound. The module will provide learners with tools to help them effectively and efficiently establish a relationship with clients and families and communicate bad news in a way that will enhance client satisfaction and reduce complaints while also promoting excellent patient clinical care.

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Are We Good Here?: Speaking of Ethics

Information and technology and new social views of animals are changing practices and procedures of veterinary medicine and altering the ethical landscape. Ethical dilemmas require tools and guidelines for proposing solutions and making ethical decisions. Learners gain awareness of the nature of ethical dilemmas, a 5-step ethical decision-making process and core communication skills—all necessary steps toward effectively resolving ethical dilemmas.

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Breaking the Silence: Disclosing Medical Error

When medical errors result in adverse outcomes, it requires a thoughtful response on the part of the veterinarian, staff, and practice. Yet, many clinicians are fearful of formal complaints and potential malpractice suits. As a result, simply telling clinicians they “ought” to disclose an unanticipated outcome or error is ineffective. This module enables veterinarians to identify, appreciate and practice techniques essential in responding to clients constructively in these difficult situations.

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Easy for You to Say: Vet Team Communication

Veterinarians must effectively communicate with the healthcare team and role model productive interactions related to decision-making and problem-solving. Teams are influenced by interpersonal dynamics, gender and cohort differences, hierarchical roles and power differential and conflict. Learners will learn to better understand the critical components of team communication and practice skills that will facilitate communication within members of the team.

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Building Client Trust

This workshop addresses unique client communication challenges faced by members of the veterinary team with a focus on the role of veterinary technicians. Using structured activity, video, and short presentations, learners apply communication tools for practice application.

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Compassion Fatigue

This workshop will help practitioners learn coping skills to manage the distress that builds from an overemphasis on caring for others who are suffering and an under-emphasis on the care of self. Through interactive activities, veterinary professionals gain knowledge about and prevention of compassion fatigue while identifying early warning signs to reclaim the satisfaction, hope, and inspiration that led to choosing this career path.

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Clear the AIR: Managing conflict for vet team

We all face conflict, and we have all had both positive and negative outcomes as a result of conflict. What makes conflict negative or positive is the way in which it is handled. This workshop provides information, activities, and tools for learners to help prevent conflict and manage emotions during conflict.

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The Power of Feedback

This module will provide healthcare team members with the foundational skills for providing and receiving feedback in the workplace.  Learners will come away with a knowledge base and skill practice opportunities for assimilating feedback into their professional work environment that includes formal and informal feedback practice.