“Talk the Talk, Meow the Meow”
Name one nonverbal cue that shows a client you’re listening.
Eye contact, nodding, leaning forward, smiling.
What’s the first step when a client starts explaining their concern?
Stop and listen without interrupting.
Your words say “no problem,” but your tone is flat and rushed. How might this come across to a client?
Dismissive or uninterested.
What does anemia mean?
Low red blood cell count.
What’s the average body temperature of a dog?
About 101.5°F.
What’s one barrier that can block good communication?
Distractions, noise, multitasking, assumptions.
Name a tool or method to stay organized in chaos.
To-do lists, task boards, triage system, prioritizing urgent cases.
What kind of tone should you use when giving difficult or emotional news to a client?
Calm, soft, and empathetic.
What does dyspnea mean?
Difficulty breathing.
How many teeth does an adult dog have?
42 teeth
How can tone affect how a message is received?
Tone conveys emotion; harsh tone can seem rude, warm tone builds trust.
What’s a calming technique you can use mid-shift?
Deep breathing, step away briefly, positive self-talk.
A teammate is stressed. How can your tone and body language help calm them?
Use a slow, steady voice and open, relaxed posture.
What does pyrexia mean?
Fever.
What’s the normal heart rate range for cats?
140–220 beats per minute.
What’s one thing to avoid when communicating under stress?
Interrupting, raising your voice, dismissing concerns.
What should you do if everything seems urgent?
Prioritize by patient safety first, then time-sensitive tasks.
Why is it important to match your facial expression to your tone?
Mismatched expressions confuse or upset clients, making you seem insincere.
What is bradycardia?
Abnormally slow heart rate.
What species is prone to hairballs?
Cats
What’s one way to check if a client understood your message?
Ask them to repeat instructions back to you. Give an example.
What’s your personal “anchor” to stay calm?
Any personal grounding method (music, mantra, deep breath, visualization).
How can smiling while you speak affect how your tone is heard on the phone?
It makes your tone warmer and friendlier.
What is cyanosis?
Bluish skin/mucous membranes due to low oxygen.
What is the largest breed of domestic dog?
English Mastiff