Advanced Communication Skills

Advanced Communication Skills VMS1002

• The course is taught by Emily Auger
• Students should be able to explain the skills involved in shared decision-making and recognize common challenges.
• Understand the importance of gaining insight into the client's perspective.
• Define communication micro-skills including signposting, Ask-Tell-Ask, chunking, and checking.

Shared Decision Making

• Shared decision-making is a two-way exchange between the veterinarian and the client.
• Understanding the client involves identifying client preferences, creating a partnership, and assessing client knowledge.
• Providing suitable information involves tailoring information for the client, using understandable language, using resources (e.g., visual aids), and establishing mutual understanding.
• Decision-making includes educating clients about their options and working together towards a treatment plan.

When Should SDM Be Used?

• Shared decision-making can be applied across all consultations.
• Specific examples include behavioral consultations, end-of-life care, cardiopulmonary resuscitation, preventative treatments, and antimicrobial treatments.

How to Approach Shared Decision-Making

• Paternalistic: Acts from a position of authority, making decisions for others.
• Empathetic: Identifies with others, understands their viewpoints.
• Sympathetic: Responds with care, acknowledges experiences, actively listens to and validates concerns.
• Realistic: Acknowledges challenges, finds practical solutions.

Share Approach Steps

• Seek: Client participation, asking what to do next.
• Help: Explore and compare treatment options, providing choices.
• Assess: Client values, preferences, and questions.
• Reach: Decision with the client, discussing options and understanding client preferences.
• Evaluate: Client's decision, planning the next steps.

SDM Challenges

• Disconnects between vet information and client needs.
• Understanding the client's perspective.
• Information suitability.
• Decision-making support.
• Veterinary surgeon barriers (time constraints, multiple owners, language barriers).
• Consideration of the client's perspective.

Client Perspective

• Ideas: What are the client's ideas? Examples: "You wanted to talk about neutering Missy. What are your current thoughts?"
• Concerns: What concerns does the client have? Examples: "What worries do you have about the operation?"
• Expectations: What are the client's expectations? Examples: "When were you hoping to get Missy's procedure done?"

Client Considerations

• Socioeconomic: Background, financial status, etc.
• Ethical Beliefs: Values, morals.
• Legal Responsibilities: Concerning the animal.
• Cultural Ideas: Beliefs, practices, surrounding animal care.
• Treatment Goals: Desired outcomes for the animal.
• Literacy: Understanding of information.
• Emotions: Feelings around the animal.
• Human-animal Bond: Connection with the animal.
• Client Personality: Personal traits.
• Patient Personality: The animal's characteristics.

Chunking and Checking

• Providing: Offering information in small, digestible parts.
• Pausing: Allowing time for the client to process information.
• Checking: Verifying the client's understanding of the provided information.

Ask-Tell-Ask

• Ask: Initial questions seeking client knowledge. For example: "What you know about diabetes?" "Do you know what arthritis means?"
• Tell: Providing three pieces of relevant information. Handouts and models can be used as resources.
• Ask: Final questions regarding the information provided. For example: "Do you have any questions?" "Can you tell me what you understand about epilepsy now?"

Signposting

• Setting the agenda: Clear plan when starting a consultation.
• Differentials: Outlining the thought process for diagnosis or treatment plans.
• Pivoting: Acknowledging less urgent concerns. Moving the conversation to other important matters.
• Warning shot: Preparing the client for bad news (if present.)
• Skilled interruption: Focusing the discussion.

Learning Objectives Recap

• Explain the process of shared decision-making.
• Recognize the importance of understanding the client's perspective.
• Define important communication skills.

This quiz tests your understanding of advanced communication skills necessary for shared decision-making in veterinary practice. You will explore various communication micro-skills and learn how to effectively engage with clients to foster understanding and collaboration in treatment planning. Assess your ability to apply these concepts in real-world scenarios.