COURSE 01

Clinical Communication in Action

Understand your clients and be understood

  • Learn the skills necessary to see things through your clients’ eyes, not just your own.
  • Find out how to defuse anger and cope with challenging situations and emotions.
  • Learn effectively with videos, quizzes and downloadable resources.
  • Stay motivated with achievement awards and end of course certification.
  • This course provides valuable RCVS CPD points.

Communication as a Clinical Tool

COURSE MODULES:

Orientation

Course Welcome

Unit 1 – Initiating the consultation

Introduction
Set Up
Preparation resource
Introducing yourself to the client
Quiz
Two vets talking
The client perspective
Are we on the same page?
Agenda setting
Summary
Overview of the veterinary consultation guide
References and further reading

Unit 2 – Gathering information

Introduction
What do you think?
The client’s and vet’s thoughts and resources
Can you spot the client’s cues plus resource?
Listening to the client’s concerns
When the vet listens to the client’s concerns
Summary
References and further reading

Unit 3 – Explanation and Shared Decision Making 1

Introduction
Ascertaining the client’s starting point and perspective
Gauging the correct amount and type of information
How to bridge the gap
Providing understandable explanations
Lost in Translation
Explanations that relate to the client’s perspective
Summary
References and reading list 

Unit 4 – Explanation and Shared Decision Making 2

Introduction
Involving the client to ensure a shared understanding
Involving the client: a scenario
The CODD framework and toolkit
Making sure the plan is understood
A Difficult Question
Loose ends
Why clients don’t ask questions
Can you read the reactions?
Summary
References and further reading

Unit 5 – Closing the Consultation

Introduction
Checking for last minute concerns
Confirming the care plan and emphasising adherence
More about confirming the care plan and adherence
Inefficient closure
Clarifying the next steps
Checking understanding
Tips for closing the consultation
Ensuring efficient use of time
Summary
References and further reading

Unit 6 – Building the Relationship

Introduction
Using notes and the computer effectively
Non-verbal communication
Beyond words
Picking up on non-verbal cues
Building rapport 
Different opinions
Useful resources
Ensuring the client is involved
Summary
References and further reading

Unit 7 – Providing Structure to the Consultation

Introduction
Making the structure open and setting the agenda
Summarising as a tool
Tips for effective summarising 
Using signposting and explicit transitional statements
A guide to signposting and transitional statements
Making the consultation flow
A guide to the veterinary consultation
Summary
References and further reading