Communication and Appointment Interactions

Communication + appointment interactions + education

define open ended question (Communication)

a question that requires a full answer, using the subject’s own knowledge or feelings

define question (Communication)

a problem that is being discussed but to which the answer is not yet known

define Closed Ended questions (Communication)

are straight forward questions, mostly answered with a “yes or no”

what questions help people talk more (Communication)

open-ended questions

define funneling questions (2) (Communication)

1. start with questions with a narrow focus

2. then transition to broad and open detail-type questions

asking the right questions is pointless if you aren’t —- (Communication)

listening

6 key active listening skills (Communication)

1. pay attention

2. withold judgement

3. reflect

4. clarify

5. summarize

6. share

define active listening (Communication)

a process of receiving, interpreting and reacting a message given to us by the speaker

active listening techniques (6) (Communication)

1. paying attention to behavior

2. paying attention to body language

3. signal that you’re following along with visual cues such as nodding and eye contact.

4. avoid potential interruptions, like fidgeting and pacing (listen twice as much as you speak)

5. withhold judgement, we don't’ know what they are going thru and need to be open minded and empathetic

6. listen to reflect/ learn / summarize and share

Try not to use or start a verbal conversation with the word — (Communication)

you

why is you a bad word to use at the start of sentences (Communication)

It is accusatory and the client will feel attacked/ become defensive

Things to keep in mind with your own body language (7) (Communication)

1. maintain eye contact

2. practice good psoture

3. smile, when appropriate

4. avoid unnecessary movement

5. keep an open stance

6. avoid crossing your arms

7. nod to show interest

define non verbal communication (Communication)

the transfer of information through body language, facial expressions, gestures, created spaces and more.

non-verbal messages are — believable than verbal messages (Communication)

more

signs of a happy client (4) (Communication)

1. Standing up straight

2. Eye contact

3. Nodding

4. Smiling

why do we want happy clients (3) (Communication)

1. stick around longer

2. spend more

3. recommend the business to others.

signs of an unhappy client (4) (Communication)

1. Crossing the arms over the chest

2. Tapping the fingers or feet

3. Avoiding eye

4. Frowning

define paraphrasing (Communication)

express the meaning of (that the client has spoken) using different words, especially to achieve greater clarity

why should you never apologize (Communication)

we don’t want to say we did something wrong;

what does KISS stand for (Communication)

1. Keep

2. It

3. Simple

4. Stupid

define reflective listening (Communication)

a summary is a brief overview of a section of the interaction so far or after the entire discussion.

During a long conversation, you should be stopping and checking in AT LEAST, how many times (Communication)

3

main communication skills(5) (Communication)

1. Assertive

2. Passive

3. Aggressive

4. Passive aggressive

5. Direct

define empathy (Communication)

the ability to understand and share the feelings of another

define sympathy (Communication)

is the feeling of pity or sorrow for someone else’s misfortune

define acknowledgement (Communication)

the step of validating the other person's feelings.

This act of communication can be simplified into two key components. (2) (Acknowledging) (Communication)

1. The first is caring about your customer, which will guide you to make better decisions.

2. The second is communicating well, which can change the outcome of a conversation. For better communication.

what are forms of acknowledgement statements (5) (Acknowledging) (Communication)

1. Give them a compliment (positive feedback)

2. Thank them

3. Let them speak and show you’re listening

4. Show you’ve picked up on how they feel

5. Tell them you understand their position AND NORMALIZE their feelings…

define Emotional Intelligence (Self Awareness ) (Communication)

is the ability to observe or perceive your feelings, impulses, and thoughts clearly and objectively through techniques such as introspection and self-reflection

define Introspection (Self Awareness ) (Communication)

a process that entails looking inward to examine your thoughts and emotions

define Self-reflection (Self Awareness ) (Communication)

is examining, contemplating, and analyzing your thoughts, feelings, and actions

important aspects if self-awareness (6) (Self Awareness ) (Communication)

1. Patience

2. Adaptability

3. Confidence

4. Empathy

5. Mindfulness

6. Kindness

How to Become MORE AWARE (4) (Self Awareness ) (Communication)

1. Look at yourself objectively

2. Consider how your actions affect others

3. Practice mindfulness habits

4. Know your emotional triggers

what are customer service skills needed (7) (Communication)

1. Problem-Solving Skills

2. Clear Communication

3. Friendly Attitude

4. Empathy

5. Business Skill Wisdom

6. Product/Service Knowledge

7. Strong Time Management

Reasons for Veterinary Care (9) (Appointments interactions)

1. small animal advice

2. small animal emergencies

3. small animal products

4. large animal advice

5. large animal emergencies

6. large animal products

7. fee/product inquiries

8. response to media

9. referrals

how fast should the phone be picked up (Appointments interactions)

within 3 rings

things you should do (5) (Appointments interactions)

1. Introduce yourself

2. Speak clearly.

3. Listen to requests.

4. Make the kind of call you’d like to receive.

5. Leave sufficient voicemails.

things you should not do (mostly related to phone) (5) (Appointments interactions)

1. Don’t answer the phone too casually.

2. Don’t leave people on hold for a long period of time.

3. Don’t talk with your mouth full.

4. Don’t use slang.

5. Don’t speak too loudly.

what clinic items can help make good impressions (8) (Appointments interactions)

1. outdoor sign

2. parking lot

3. sidewalk/walkway

4. front door/entryway

5. sitting room/reception area

6. reception desk

7. exam room

8. staff

admission forms MUST include (6) (Appointments interactions)

1. Patient Information

2. Client Information

3. Description of procedures

4. Estimate of costs

5. Telephone number (where they can be reached!)

6. Pick-up time

define informed consent (Appointments interactions)

providing sufficient information to the client to allow an informed decision to take place.  It is truly when the client has a complete understanding around all the procedures being done to their animal.

how many days later should u do a check up call on routine surgery (range) (Appointments interactions)

1 - 2 days

how many days later should u do a check up call on critical cases (Appointments interactions)

within 24hrs

how many days/weeks later should u do a check up call on orthopedics surgery (3) (Appointments interactions)

1, 4, and 8 weeks

When do we teach clients? (6) (Educating our Pet Clients)

1. Admission and consent

2. Discharge

3. Appointments

4. Daily updates regarding patient health

5. Creating and providing estimates

6. Nutrition consult

What makes learning easy? (6) (Educating our Pet Clients)

1. When it is a topic I like

2. When it is presented well

3. When I am feeling healthy and relaxed

4. When I think it is important to me

5. When I think there is reward or benefit to me

6. When I like the teacher

What makes learning difficult? (7) (Educating our Pet Clients)

1. When I am bored

2. When I feel I am being scolded or lectured … blah blah blah!

3. When the topic has little or no interest to me

4. When I am feeling upset or emotional

5. When I don’t like the teacher

6. When I feel foolish or I feel embarrassed

7. When the teacher is rushed

What makes teaching easy? (6) (Educating our Pet Clients)

1. When I know exactly what I am teaching about

2. When my ‘learner’ is actively engaged

3. When I feel good

4. When I have facts/proof to back what I teach

5. When I am passionate about my subject

6. When I have time to do a good job

What makes teaching difficult? (5) (Educating our Pet Clients)

1. When I am not sure about what I am teaching

2. When my “learner” is bored or disinterested

3. When I feel crappy

4. When I doubt what I am teaching

5. When I feel I don’t have time or am rushed