Communication Station..... communication styles
This type of communication includes your tone, pace, word choice, and avoiding medical jargon clients may not understand.
What is verbal communication?
I want the steps. I want the process. I want the timeline. And yes, I probably noticed that you skipped step four.
Who is the Functional Communicator / Doberman Pinscher
You answer the phone while glaring at the ringing line like it has personally offended you. What simple thing should you do before speaking?
What is smile?
A client has been waiting longer than expected. Instead of saying, “I'm sorry for the wait,” your talk recommends saying THIS.
What is “Thank you for your patience”?
A client approaches the front desk while you're busy with something else.
You can't help them immediately.
What should you still do?
What is acknowledge them?
A greeting, smile, nod, wave, or “Hi! I'll be right with you” lets them know they've been seen.
Arms crossed, avoiding eye contact, or standing half-turned toward the door can send a message to a client without saying a word.
What is nonverbal communication?
Feelings are important, but can we please get back to the facts, policies, protocols, and actual data?
Who is the Analytical Communicator / German Shepherd?
Fill in the blank .... “Thank you for calling Mount Rose Animal Hospital. My name is Lauren. Is this a ________, or are you able to hold?”
What is “medical emergency”?
A client asks a question and you genuinely don't know the answer. What is the most professional response?
What is “I'm not sure, but I'll find out for you”?
Not guessing. Not fake news. Not “I think it's probably…”
A client says: “I'm here to pick up my pet.”
Which response creates the better client experience?
A. “Who are you?”
B. “Okay…what's your name?”
C. “Absolutely! Remind me of your pet's name?”
What is C, we want the clients to feel as if we are a part of their family that we know their pet's instead of asking them who they are phrase it differently.
This type of communication comes with one very important warning: “The message lives on.”
What is written communication?
“I don't need every tiny detail. What's the bottom line, where are we going, and what are we trying to accomplish?”
Who is the Intuitive Communicator / Siberian Husky?
Before putting a caller on hold, you should do these TWO things rather than just saying, “Can you hold?” click
What are ask permission and wait for their response?
A client says:
“I don't understand why this hospitalization charge is so expensive.”
Instead of getting defensive, use the three-part Value-Added Communication Formula.
Name all three parts.
What are:
A client doesn't understand why the doctor is recommending a procedure but seems embarrassed to keep asking questions.
What part of the veterinary-team/client partnership is especially important here?
Explain risks, benefits and alternatives, provide clear recommendations, answer questions, and ensure informed consent.
I'd accept any answer demonstrating that our role is to give the client the information needed to participate in the decision—not simply get them to say yes.
A client says, “He just hasn’t been himself lately.” You stop charting and respond, “So he’s been quieter and less interested in his normal activities; is that right?” You are demonstrating this skill.
What is active listening?
This communicator notices that the client is overwhelmed before anyone else does—and may still be thinking about that client's feelings three hours later.
Who is the Personal Communicator / Golden Retriever?
You return to a client who has been holding. What TWO things should you do immediately?
What are thank them for their patience and introduce yourself?
A client declines recommended diagnostics.
Your coworker says, “Well, apparently they just don't care enough to do what's best.”
What important principle from today's talk are they forgetting?
What is “Most declines are not about us; they're about the client's circumstances”?
Financial limitations, fear, emotional overwhelm, family dynamics, time constraints and other factors can influence the decision. The final decision belongs to the client; our role is compassion and education rather than judgment.
An angry client says: “This place is ridiculous! You people don't know what you're doing!”
Your instinct is to explain why they're wrong.
According to the complaint process, what should you do FIRST?
Stay calm and listen without interrupting.
Then acknowledge their feelings before moving into facts, clarification or solutions.
Instead of only telling an owner how much insulin to give, you show them a syringe and physically demonstrate the dosing line. You’ve added this type of communication.
What is visual communication?
You need to explain a treatment plan to four different communicators. Match each with what they most need:
A. Step-by-step
B. The why
C. The bottom line
D. Emotional reassurance
Functional = A
Analytical = B
Intuitive = C
Personal = D
Mrs. Smith has been talking for seven minutes. You have already scheduled Sophie. She has now moved on to what she's doing this afternoon.
You hear a natural pause. What should you do next?
Summarize the plan and immediately close the call without pausing again.
“Okay, Mrs. Smith, I have Sophie scheduled Tuesday at 2:30 with Dr. Libby to have her tail checked. We'll see you both then. Have a great day!”
No new questions. No “Anything else?” NO OPENING THE DOOR BACK UP. She is a run away caller.
A client has been waiting in an exam room. The doctor is reviewing their dog's X-rays, but nobody has spoken to them for 25 minutes.
Nothing medically has gone wrong.
What has gone wrong with the client experience?
What is failure to manage expectations/keep the client updated?
Even a quick “Dr. Carroll is reviewing the X-rays now; we'll update you as soon as she's finished” helps reduce anxiety because clients worry when they feel forgotten.
A client is yelling and swearing at you while you're trying to resolve their complaint.
Being professional does NOT mean allowing yourself to be treated this way.
Give an appropriate response.
“I want to help you, but I can't do that while being spoken to this way.” OR: “Let's focus on the concern so I can help resolve it.”