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