Interpersonal communication

Good body language

Smile face the client hold your arms at the side stand straight upright or crossed posture straight one arm length away from client professional attire practice good hygiene keeping a relax facial expression speak midate and clear eye contact gestures

Diagnosing

Analysis a person behavior a certain way

What should be avoided saying to the clients

Any thing that indicates the doctor is not in

Bully questions

Ask questions that are often a conversation stopper

Threating

Attempting to control the action of others

Logic arguments prematurely

Attempting to convince the other person with appeal facts or logic without knowing the facts involved

Projections

Attributing one own feelings to someone else

What are the games rules for veterinary team members

Be sensitive to people you work with adjustments to cooperate with employee show interested don't take personal problems to office be open to new ideas concepts keep communication lines open be honest with yourself keep the private business revealed by your co workers don't spread rumors don't gossip about clients misunderstandings clear up immediately Amit mistakes accept constructive criticism graciously and with a open mind

Patients

Bear trail calmly without complaint

Discrimination

Behaving differently, usually unfairly, toward the members of a group.

Praising evaluative

Being too nice about a person that are excessive or aren't really true

Nonverbal cue and gestures

Body language

Stress

Body or mental tension

Fixed office hours

Client are allowed to walk in

Ordering

Commanding the other person to do

Schedule house calls

Full name breed address phone number reason for cals

Which one of the following is considered an appropriate practice for a collection called

Courteously asking for payment

To deal with a stressful situation a person may refuse to admit or acknowledge that the situation exists. The defense mechanism is referred to as

Denial

Hidden Prejudice

Dislike children elderly overweight divorce public assistant mentally physically challenged

Subliminal

Diverting instincts impulses social activity

A client is explaining to a vet assistant why she decided to put her elderly dog to sleep. The Veterinary assistant has block the flow of communications by

Diverting the clients attention

Mr Jackson had told the vet assistance Nick that his Dog is dying. Nick response is I'm sorry losing a pet cat be tough. what type of response is Nick displaying

Empathy

Criticizing

Evaluation towards other people actions

What are some coping strategies

Exercise regularly maintaining good eating habits deal directly with sources of stress slow down mental physical pressure relaxes periodically pressure join a support group discuss problems with trusted friends work off stress of physical exercise

You ask Mrs Langan weather or not she has ever brought her dog Rex to the office before she replies once two years ago Mrs Langan response is called

Feed back

Which of the following appointment scheduling formats results in a shorter waiting time for client

Flow scheduling

Unwelcome advising

Give the person a solution that did not ask for one

Regression

Go back to a time when younger

A client and her Cocker Spaniel enters the office and approach you. At the same time the Veterinary appears to request a file. The phone rings and a small child ask you for a book The first thing you should do

Greet the client who just enter with dog

Kindness

Helpful compassionate friendly

Select the word h should not be enunciated

Honest

Mrs Keefer thinks her Siamese cat could be expecting kittens. She asked the veterinary assistant if her cat swollen abdominal means she's pregnant. You should reply

I'm certain the veterinary will be a able to let you know for sure Mrs Keefer

With angry patients it's important to

Keep a positive attitude

Volume

Loudness of the voice

Empathy

Means being able to understand what a person is feeling

Courtesy

Means putting the needs of others before your own

What are the components of the communications process

Message sender channel receiver

Rationalization

One action attributes to logic reasoning

Vaccination reminders are usually mailed to client before vaccination is due

One month

What should one do

One should always listen to the patient before making judgements

Flow schedule

Patient are scheduled for 15 minutes intervals

Psychosomatic illness

Physical symptoms with psychology root

What steps should one take in another phone number comes in

Polities ask person to hold and give person chance to respond and push down station button answers politely push down hold button go back to first station and finish up the call

Malingering

Pretending to be sick

Repressive

Pushing painful thoughts into the unconscious

Diverting attention

Pushing the other person problems aside through distraction

name calling

Putting down stereotypes

Prejudice that affects Veterinary care

Racial ethnic prejudice gender prejudice religion prejudice prejudice against those who don't speak English prejudice against people with AIDS

Tips in keeping a accurate appointments book

Read back appointment confirm appointment ask client to call can't make it give clients directions discourage walk in except during emergencies give appointment call keep doctor aware of client in waiting room every appointment down records no show cancellation

Intellectuation

Reasoning in use to avoid the truth

Melany a veterinary assistant has just explained to a client Mrs Sanchez how to give her cat its medication. Mrs. Scandal looks confused Melany is aware that english is her second language and that she may not have understood her message. Mrs Sanchez limited English is one of hers

Reference points

How should one not handle collection calls

Repeat calls call during odd hours calls to debtors friends call making threat calls falsely credit ratings be hurt calls for demanding payment calls that frighten abuse another person

Tips and techniques for treating clients well

Respect honesty address clients by less names relieved clients fear by all behaviors

Parephase

Rewording a sentence

Monotone

Speaking at one level

Doing and saying the right thing is

Tact

What are some tip to help you co with angry clients

Take the client into a private area allow the client about the problem at no time should you place any blame for the problem on the staff don't say anything keep your self under control apologize for misunderstanding assure the matter will be resolved in the future

A new veterinary assistant have overbooked a veterinary for a particular day.In addition the veterinarian is late returning from a class she teaches across town. The waiting room is back up and some of the patient are obviously uncomfortable. What should the Vet assistant do

Talk to the client one at a time beginner with those with the longest wait

A co worker continually makes derogatory comments about you smoking even though you don't smoke at work. She has even brought in literature about the dangers of smoking and posted it around your desk. You feel harassed. You should

Thank her for concern and ask her to stop

Mike a veterinary assistant usually wears jean with holes and old shoes. Although mike a perfectionist his attire may indicates otherwise. What dose his close say about him

That he sloppy and unprofessional

Sender

The person who initiates a message

A young woman with a obviously sick dog has just walked to the up to the reception area. The veterinary assistant has never seen the dog before and a new patient named Freddie is scheduled for this time. What should the assistant say

The poor thing why don't you go straight into the examination room so your dog will be more comfortable what did you say you name was

Which of the following best describes a good listener

They compare what a person is saying with his or her body language to interpret a message

The Vet assistance should never let the phone ring more than

Three

What are some steps in screening a call

To know who calling and why the patient is calling. A doctor will only except emergency or urgent calls for the client and prepare your self what ever action

Wave scheduling

Total amount of patients will be scheduled at the same time

Displacement

Transferring emotion from real target to the other

A client tells you the Veterinary assistant that her Cat Gizmo has had a lump on his neck for two days What should you say to her

Try not to worry the doctor will discuss your concerns

False reassuring

Try to stop person for feeling negative emotions

Defense mechanic

Unconscious behavior adjustment

Temporary withdrawals

Ways to advoid dealing with stress

Block off time

When vet will be unavailable to block off patients

Burnout

Withdrawal causes too much related pressure

Stereotypes

a generalized belief about a group of people

Reciever

the person who decodes a message