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  4. The C-Factor: Vet Skills in Communication - Veterinary Focus - Mar. 2020
  5. Communication is a clinical skill (Part 4)
Veterinary Focus - The C-factor: vet skills in communication
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Communication is a clinical skill (Part 4)

Author(s):
Adams C,
Blaettner A.,
Díaz MA and
López Vásquez I
In: The C-Factor: Vet Skills in Communication - Veterinary Focus - Mar. 2020 by Veterinary Focus
Updated:
MAY 01, 2020
Languages:
  • EN
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    Read

    As well as listening it is important to actively encourage the client to continue telling their story. Any behavior that has the effect of inviting clients to say more about the area they are talking about is a facilitative technique. At the beginning of the consultation our objective is to obtain as wide as possible an understanding of the patient’s problem or needs and the client’s agenda before exploring any one problem or issue in greater detail. As we discussed earlier, open-ended questions enable us to encourage the client to tell his story before we drill down into more detail.

    Key Points

    • Any behavior that has the effect of inviting clients to say more about the area they are talking about is a facilitative technique.

     

    Facilitative responses

    Facilitative responses are both verbal and non-verbal communication skills and they include:

    • Encouragement
    • Silence
    • Sharing of your thoughts
    • Echoing
    • Reflective listening or paraphrasing

    Encouragement

    Along with head nods and facial expressions, attentive listening signals clients to continue their story and it demands that we refrain from interrupting when they are speaking. Neutral facilitative comments might sound like:

    • “uh-huh”, “go-on”, and “yes”.

    Silence

    For the most part verbal facilitation provided to clients is less effective unless it is followed by silence on the veterinarian’s behalf. Longer periods of silence are especially important when a client is having difficulty expressing himself, gathering his thoughts or trying to deal with difficult news regarding the patient. If the silence starts to feel uncomfortable it’s best to check in by reflecting on what you are seeing or sensing by your sensory acuity to his non-verbal communication:

    “I’ve given you a lot of information just now. Would you be willing to share your thoughts.”

    Sharing your thoughts

    Sharing why you are asking certain questions is an excellent way to invite the client into your train of thought and encourage him to participate (Figure 1):

    “Sometimes when a cat starts peeing outside the litter box it can be a sign of stress. I’m wondering if you think this might be what’s going on with Squeaky?”  [...]

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    About

    How to reference this publication (Harvard system)?

    Adams, C. et al. (2020) “Communication is a clinical skill (Part 4)”, The C-Factor: Vet Skills in Communication - Veterinary Focus - Mar. 2020. Available at: https://www.ivis.org/library/veterinary-focus/c-factor-vet-skills-communication-veterinary-focus-mar-2020/communication-a-clinical-skill-part-4 (Accessed: 07 February 2023).

    Author(s)

    • Cindy Adams

      Adams C

      Professor
      PhD, MSW
      Department of Veterinary Clinical and Diagnostic Sciences, Veterinary Medicine, University of Calgary
      Read more about this author
    • Antje Blaettner

      Blaettner A.

      DVM
      Vetkom Kongressbüro in Deidesheim,
      Read more about this author
    • Miguel Ángel Díaz

      Díaz MA

      International Coach Certified
      DVM
      New Way Coaching,
      Read more about this author
    • Iván López Vásquez

      López Vásquez I

      Executive Director - Vetcoach
      DVM
      Vetcoach,
      Read more about this author

    Copyright Statement

    © All text and images in this publication are copyright protected and cannot be reproduced or copied in any way.
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