Pièce de Résistance – Four Core Communication Skills of Highly Effective Practitioners
- Nonverbal communication – includes all behavioral signals between interacting individuals exclusive of verbal content.
- Open-ended questions – encourages the person to elaborate or tell a story without shaping or focusing the content.
- Reflective listening – allows the interviewer to check if their interpretation is correct, ensures accuracy and encourages client input.
- Empathy – viewing the situation from the client’s perspective. Empathy needs to be expressed verbally and non-verbally. It informs client they are being supported.
(Shaw J. Four Core Communication Skills of Highly effective Practitioners. Vet. Clin. Small Anim. 2006:36:385-396.)
The goals – Effective communication increases client satisfaction, compliance and expected patient outcomes. Improving clients’ understanding and providing the needs of their animals will increase animal health, comfort, welfare and decrease unexpected treatments.
Pièce de Résistance is a monthly message on antimicrobial stewardship brought to you by WSVMA’s One Health Workgroup.
Posted May 10, 2019