Communication.pdf

Communication NSCI5712 Introduction to Veterinary Clinical Practice - 2024  What is Communication? Imparting information to others Who? How? Colleagues Written Clients Verbally...

Communication NSCI5712 Introduction to Veterinary Clinical Practice - 2024  What is Communication? Imparting information to others Who? How? Colleagues Written Clients Verbally General public Non-verbally … Why is good communication important in a vet clinic? Go to this week’s answer-sharing forum right under this PowerPoint and let us know what you think. You can also comment on other students’ posts.  Communication Types Formal Informal Structured, complex Relaxed, casual Follows established protocols Spontaneous Formal language & terminology Informal, collegial language More often written > emails, reports, More often verbal > breaks, team meetings, documentation informal gatherings Respect for hierarchy Flexible Adherence to protocols To build rapport, foster teamwork, addressing minor issues For official information, discussion of professional matters, documenting patient care Promotes camaraderie, collaboration & a Clear, accurate, objective, accountability supportive environment Communication Network Thinking about being a VNA in a vet clinic, who would you communicate with? Think about examples of ‘external’ & ‘internal’, ‘upward’, ‘downward & horizontal’ communication. Share your answers in the answer- sharing forum posted under this PowerPoint. Play (k) The 4 Skills of Great Communication Link to video (3.15 min.) https://www.youtube.com/watch?v=Cft7DXRklvM We are not all born good communicators. But we can learn to be. Breaking communication down to its essence and working on each aspect is key to becoming an excellent communicator.  Non-Verbal Communication 80% of all communication is non-verbal Under some voluntary control are Facial expressions & gestures Body tension, body posture & movement Quality of our voice We can fully control Distance & angle towards receiver Physical barriers Autonomic = under little to no control are Facial colour change, tearing up Sweating Change in breathing  Non-Verbal Communication The Importance of Nonverbal Cues as told by Friends (youtube.com) (4:32 min.) Factors That Shape Communication Status, Power Body Language Culture, i.e. religion, language, conduct differences Knowledge & Experience Relationships The message / the particular situation, over- or lack of communication Other factors: Age Gender Emotional state Personality Ability to listen Active vs Passive Listening Active Listening: listener pays attention to what the speaker is saying and gives feedback Passive Listening: listener hears what is being said but gives no feedback to it  Barriers to Communication Physical Noise, distance, light Semantic Language, vocabulary, terminology Psychological Personal biases, stereotyping, past experiences Emotional Fear, anxiety, anger, stress, interpersonal conflict Cultural Different cultural norms & rules Organisational Hierarchical structure, poor information flow, lack of transparency Technological Poor internet connectivity, lack of access to devices, lack of user knowledge  Communication Styles Passive Involves avoiding conflict or expressing one's own needs and opinions. E.g., avoiding confrontation, not speaking up about concerns, or agreeing with others even when you disagree. Aggressive Involves expressing thoughts and feelings in a forceful and hostile manner. E.g., raising one's voice, using harsh language, or criticising colleagues or superiors openly. Passive-Aggressive Involves indirectly expressing negative feelings or resentment. E.g., giving backhanded compliments, being sarcastic, or intentionally procrastinating on tasks. Assertive Involves expressing thoughts, feelings, and needs in a direct, respectful, and confident manner. E.g., calmly expressing concerns, providing constructive feedback, and advocating for patient welfare. Assertiveness People who are assertive Respect the thoughts and wishes of others Clearly & respectfully communicate their wants, needs, positions and boundaries to others Clearly & respectfully defend their point of view or goal and can influence others to see their side. Are open to both compliments and constructive criticism. Link to video 2.34 min.) https://www.youtube.com/watch?v=lrUmTRAlBFg You can improve your assertiveness through practice and experience. Tips to Improve Your Communication Be personable > be friendly & kind Get to know your colleagues Practice & use varied communication types Know what you want to communicate Think before you speak Listen actively Consider communication preferences and technology etiquette Tell them how what you are communicating is relevant to them Always seek feedback Ask questions to clarify Judge content, not delivery Learn to give honest feedback in a constructive way Learn to disagree politely Be culturally sensitive and avoid stereotyping Keep communication short, simple & to the point If you are unsure > ask! Communication Breakdown Scenario Activity You will find a couple of communication breakdown scenarios with associated questions in the next two slides. Put yourself into the shoes of the people in the scenario and share your answers to the posted questions in the answer-sharing forum. Note: the sharing is not compulsory and does not get marked. It is instead a way of sharing your viewpoint and exploring the viewpoints of others, exchange thoughts and get some feedback that onsite students get in class, but you are missing out on. I will keep an eye on activity and comment or answer questions to show you that I value your contribution. Communication Breakdown Scenario 1 You are a sales rep for a well-known, local pet food company. When you get into work on Monday morning, you have a note from your manager – “Please call Sarah from the Paws & Claws Veterinary Clinic tomorrow morning – they are interested in using and stocking our Premium Dog Food and want to discuss it further”. You email Sarah some details regarding the Premium Dog Food, including the nutritional and cost analysis and order process, but do not hear from her again. A month later you decide to call Sarah to see if she is ready to purchase. She informs you she wanted to stock our Premium Cat & Dog Food but has since chosen to go with a competitor and hangs up. 1. What led Sarah to go with a competing supplier? 2. What steps could have been taken to prevent this? 3. How might this affect the company’s reputation? 4. How might this affect you? Communication Breakdown Scenario 2 During the semester breaks, you've been gaining valuable experience as an animal care attendant in a small cattery. Working full-time, you're responsible for the daily care of the animals. Two weeks ago, your colleague Jill joined the team, working part-time for three days a week. One of the cats in your ward has been diagnosed with an upper respiratory infection and has been prescribed medication once daily. Before leaving for the weekend, you verbally explained to Jill how to administer the medication and how often, assuming it was a straightforward task. Upon returning to work on Monday, you discover that Jill misunderstood your instructions and had been administering the medication three times a day instead of once. You feel frustrated with Jill for not listening properly. 1. What implications might this have for the cat? 2. What steps could have been taken to prevent this? 3. How might this affect your relationship with your teammates?  Good Communication Enables people to be more effective in their roles. Good communication can be life-saving (1:17 min.) It is the basis for positive workplace relationships. Can be learned and is a lifelong practice.