Interpersonal Communication
As a veterinary technician, you’ll be inundated with questions every day. These questions come from clients and coworkers. In order 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.
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 oneself 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 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.
Project Specifications
Your project must be submitted as a Word document (.docx, .doc)*.
Each title page should contain the following information:
The title: Veterinary Office Management Research Project
Your name
Your student number
The date your project was submitted
Each paper should be easy to read with appropriate font, double spacing, and correct spelling, grammar, sentence, and paragraph structure. You should use proper APA format for your reference page and in-text citations.
The recommended length is 2–4 pages per paper, excluding title and reference pages.
Each research paper should include at least three references. The information must be supported by trusted veterinary medical publications and websites. You can use your Penn Foster Veterinary Office Management lessons for assistance, but they shouldn’t be your main source of data. Don’t use sites such as Wikipedia.
If you don’t have prior experience writing research papers, the Penn Foster Library offers assistance in writing a research paper and citing references.
Plagiarism is taking any part of a published piece of work and using it as your own. This also applies to those sections where you might change the wording slightly, or periodically interject personal comments. This also applies to sections in which whole paragraphs or pages were quoted from a source. Plagiarism is unacceptable at Penn Foster College. This is a reminder of the expectation to which all Penn Foster College students are held. Per your Student Handbook, students are expected to conduct themselves with the highest academic and ethical standards. Failure to do so results in disciplinary action. Be sure you’re properly citing your resources in APA format. More information about plagiarism, and properly citing in APA format, can be found in the Penn Foster Library, your Information Literacy course, and your English Composition course.
Paper 2: Student thoroughly and accurately identifies and explains all topics or questions in maximum detail.
Techniques for being a good listener
Body Language
Nonverbal communication/gestures (including possible cultural differences that might arise)
Paraphrasing
Eye Contact
Discrimination and prejudices
Patient records/handouts and brochures
Scenario 1
Scenario 2
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