Effective Communication in Veterinary Practice – Veterinary Science Study Guide, Client
Communication and Clinical Skills Review
Denial - ✔✔A coping mechanism that cushions the mind against the shock it has received
Bargaining - ✔✔A way of keeping hope alive and buying time to fully accept the outcome of
the situation
Anger - ✔✔Blame directed at the veterinarian, staff members or client themselves
Guilt - ✔✔Unproductive, unreasonable feeling of responsibility that may inhibit progress
toward resolution of the loss
Sorrow - ✔✔Sadness, and perhaps release of days or weeks of pent-up emotions
Resolution - ✔✔Realization that the pet is gone, nothing will change that and client will survive
the loss
Compounded loss - ✔✔Situation where a client facing the loss of a pet is reminded of losses
from the past
Action steps - ✔✔A list version of exactly what must occur to resolve a conflict
Empathetic listening - ✔✔Communication without judgement, demonstrating caring and
understanding
Body language - ✔✔Use of eyes, gestures and body in conveying a message
, Assertive communication - ✔✔Communication with focus on speaking in positive and
proactive manner
List the four primary methods of communication - ✔✔Listening, reading, speaking and writing
List the three categories of barriers to communication - ✔✔Solution sending, judging and
failure to respond to concerns
Communication skills - ✔✔Required ability that improves both client and co-worker
interactions
Active listening - ✔✔required focus and engagement
Communication barrier - ✔✔Behavior that impacts a discussion in a negative manner and
increases the chance that collaboration will not occur
List five items or techniques clients may use to memorialize a deceased pet and move through
the bereavement process - ✔✔funeral or burial, donations, paw prints, pictures, paintings
List five steps in a conflict resolution plan - ✔✔create solution setting, identify problem,
develop plan, implement your plan, congratulate team
Sender - ✔✔person who transmits message
non-verbal communication - ✔✔communication by means other than words
receiver - ✔✔person who takes delivery of a message
Communication and Clinical Skills Review
Denial - ✔✔A coping mechanism that cushions the mind against the shock it has received
Bargaining - ✔✔A way of keeping hope alive and buying time to fully accept the outcome of
the situation
Anger - ✔✔Blame directed at the veterinarian, staff members or client themselves
Guilt - ✔✔Unproductive, unreasonable feeling of responsibility that may inhibit progress
toward resolution of the loss
Sorrow - ✔✔Sadness, and perhaps release of days or weeks of pent-up emotions
Resolution - ✔✔Realization that the pet is gone, nothing will change that and client will survive
the loss
Compounded loss - ✔✔Situation where a client facing the loss of a pet is reminded of losses
from the past
Action steps - ✔✔A list version of exactly what must occur to resolve a conflict
Empathetic listening - ✔✔Communication without judgement, demonstrating caring and
understanding
Body language - ✔✔Use of eyes, gestures and body in conveying a message
, Assertive communication - ✔✔Communication with focus on speaking in positive and
proactive manner
List the four primary methods of communication - ✔✔Listening, reading, speaking and writing
List the three categories of barriers to communication - ✔✔Solution sending, judging and
failure to respond to concerns
Communication skills - ✔✔Required ability that improves both client and co-worker
interactions
Active listening - ✔✔required focus and engagement
Communication barrier - ✔✔Behavior that impacts a discussion in a negative manner and
increases the chance that collaboration will not occur
List five items or techniques clients may use to memorialize a deceased pet and move through
the bereavement process - ✔✔funeral or burial, donations, paw prints, pictures, paintings
List five steps in a conflict resolution plan - ✔✔create solution setting, identify problem,
develop plan, implement your plan, congratulate team
Sender - ✔✔person who transmits message
non-verbal communication - ✔✔communication by means other than words
receiver - ✔✔person who takes delivery of a message
