Interpersonal Communication

As a veterinary technician, you’ll be inundated with questions every day. These questions come from clients and coworkers. To handle these questions, it’s important that you be both a good listener and a good communicator.

Goals

• List and define the four elements of communication.

message, sender, channel, and receiver

• Identify the methods for effectively communicating with others.
• Apply knowledge of proper communication methods to client and colleague interactions in a veterinary practice.
• Determine the importance of using and observing verbal and nonverbal communication.
• Prepare yourself to work with clients and coworkers as part of the patient care team.
• Establish adequate communication skills for use in a veterinary setting.

Instructions

Describe techniques for being a good listener. What can you do to clarify what a client or coworker is saying to you? Also, describe some ways you can communicate clearly so a client or coworker will not only listen to you but fully understand what you’re saying.

Be sure to include the following:

• Body language
• Nonverbal communication/gestures (including possible cultural differences that might arise)
• Paraphrasing
• Eye contact
• Discrimination and prejudices
• Patient records/handouts and brochures
• Any other pertinent information you deem important

Next, provide at least two specific scenarios that relate to dealing with others in a veterinary hospital setting, and how and why you might use the previously mentioned techniques in these scenarios. Be sure to include multiple examples from the list above. Describe how those techniques would be used in your scenarios. These examples may include conflict with a coworker, conflict with an employee, dealing with a difficult client, or having an emotional conversation with a client.

1. Your project must be submitted as a Word document (.docx, .doc)*. 
2. Each title page should contain the following information:
   1. The title: Veterinary Office Management Research Project
   2. Your name
   3. Your student number
   4. The date your project was submitted
3. Each paper should be easy to read with appropriate font, double spacing, and correct spelling, grammar, and sentence and paragraph structure. You should use proper APA format for your reference page and in-text citations.
4. The recommended length is 2–4 pages per paper, excluding title and reference pages.
5. Each research paper should include at least three references. The information must be supported by trusted veterinary medical publications and websites. Don’t use sites such as Wikipedia.
6. Student thoroughly and accurately identifies and explains all topics or questions in maximum detail.
   1. Techniques for being a good listener
   2. Body language
   3. Nonverbal communication/gestures (including possible cultural differences that might arise)
   4. Paraphrasing
   5. Eye contact
   6. Discrimination and prejudices
   7. Patient records/handouts and brochures
   8. Scenario 1
   9. Scenario 2
7. Written: Logical flow of explanations using correct formatting, citations, grammar, and spelling

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