Client communication that promotes professional wellbeing

Présenté par Marie Holowaychuk, D.M.V., Dipl. ACVECC, P.Y.C.

Questionnaire de formation continue

Crédit de formation continue : 1

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Nom

Prénom *

Nom de famille *

Numéro de permis *

Province où se situe votre clinique *

Courriel *

Questions

1. True or false. When veterinary team members have a positive experience navigating euthanasia decisions with clients, their well-being improves. *

True

False

2. When expressing empathy with a client, it is important to: *

Listen, to understand what they are feeling

Nod, to express understanding

Name what they are feeling

All of the above

3. What does AAHA stand for? *

Determine the client’s agenda

Establish rapport

Highlight how different you are

Explain your role

4. When sharing information with clients, it is important to: *

Use vocabulary that a child would understand

Ask the client how they prefer to receive information

Give all the small details without leaving anything out

Provide a broad overview of the case to avoid overwhelming them

5. When sharing bad news with clients: *

Launch immediately into the worse-case scenario

Speak quickly so they don’t become impatient

Use colloquial phrases to soften the blow (e.g. passing away)

Express empathy as often as possible

6. Which of the following words is NOT part of the Goals of Care Conversation? *

Wallow

Wish

Wonder

Worry

7. When discussing money with clients, be sure to: *

Ensure they can share whatever is troubling them

Let them know they will not be judged

Use their words whenever possible

All of the above

8. When clients get upset about money, it helps to: *

Depersonalize

Tell them their expectations are unrealistic

Try to fix their situation

Avoid empathy

9. True or false. When speaking to an angry client, it is important to get them to calm down, rather than understand their concerns. *

True

False

10. After dealing with an angry client: *

Focus on the negatives to learn from them

Go over the situation in your head until you feel better

Practice self-compassion

Keep busy to avoid thinking about it