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Course Content

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Tricky Clinical Encounters 7 Topics
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Lesson Content
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The Theory: Dealing with Tricky Clinical Encounters
The Doubter
The Chatterbox
The Angry Client
Dr. Google
The Do-it-Yourselfer
Test Your New Skills!
Cost Conversations 13 Topics
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Lesson Content
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The Theory: Cost Conversations
A Question to Reflect On
Focus on Value!
Be “Value-Based”
Quiz: Cost Conversations I
The Psychology of Money
Why Do People Ask About Cost?
Discuss Price and Product or Service
Make Your Professional Recommendations with Confidence
The Psychology of Money (Car Repair Example)
The Psychology of Money (Pet Care Example)
“May I Get a Discount?”
Use One-Liners
Emotional Conversations 7 Topics
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Lesson Content
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Emotional Conversations: Sharing Bad News
Emotional Conversations: End-of-Life Discussions
Euthanasia Discussions
Quiz: Emotional Conversations II
C.O.M.F.O.R.T
Quiz: Emotional Conversations III
Try This Simulation
Quiz: Communication Key Skills: Asking Open vs. Closed Questions
Quiz: Signposting
Hello,

Quiz: Communication Key Skills: Asking Open vs. Closed Questions

Managing Challenging Communications Quiz: Communication Key Skills: Asking Open vs. Closed Questions

Activity: Can you distinguish open and closed questions from each other? Fill in the table below and find out!

Time limit: 0

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  • You should begin the consultation with an open question such as “What can I do for you today?” rather than a closed one. The problem with using a closed question when initiating a consultation is that it can result in only one aspect of a concern being discussed. It also makes ‘hidden’ concerns four times likely to be raised at the end of the consultation , which can contribute to your consults going over time. That’s not to say that closed questions aren’t useful. Indeed, closed questions are very appropriate when used later in the information gathering process to clarify specific details about the pet’s problem, and to ask questions about things that the client may not have thought to mention.

    Follow up your opening question with a screening question e.g. “Is there something else you wanted to address in today’s consultation?” to find out if there are additional things to discuss. Continue asking until you have all the wishes and needs at a glance, and then decide together which concerns are a priority. By doing this you determine together what the consultation will cover and what might have to keep for the next appointment. This is called setting the agenda.

    By now your brain may already be buzzing with problem lists and differential diagnoses, based on your clients opening statement, but take care! Making assumptions at this stage could mean that you miss an important piece of information, de-prioritize an important test or reach an incorrect diagnosis.

    In order to have a meaningful consultation, there are two perspectives you should bear in mind. You, the veterinary professional, need to ask a range of questions to understand the clinical signs, identify underlying pathology and plan tests. But listening to the client’s perspective (including their relationship with the animal, their beliefs, concerns, expectations and lived experience) and integrating this information is the key to achieving the best patient outcomes.

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  1. Question 1 of 8
    1. Question

    What can I do for Rover today?

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  2. Question 2 of 8
    2. Question

    Chester is here for his vaccination, right?

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  3. Question 3 of 8
    3. Question

    What brings you in today?

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  4. Question 4 of 8
    4. Question

    Do you have enough heartworm preventive?

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  5. Question 5 of 8
    5. Question

    How can I help?

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    Incorrect
  6. Question 6 of 8
    6. Question

    I know you have been seeing my colleague with Cooper, and I have read the notes, but please could you tell me in your own words what has been going on?

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  7. Question 7 of 8
    7. Question

    Has Ruby been eating regularly?

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  8. Question 8 of 8
    8. Question

    So Zu Zu has been limping?

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    Incorrect
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