Communication Structure and Skills

Tasks and skills of the veterinary consultation

The importance of appreciating the nature and tasks of the consultation should not be underestimated, effective communication requiring a keen understanding of the structure of the veterinary consultation. The veterinary consultation model lists the tasks and skills required, as summarised below, though experienced veterinary surgeons may operate flexibly and choose from a mixture of models.

Key Areas

Tasks

• Establishing and building a relationship
  • Recognising imbalance of power inherent in consultation
  • Requirement for professional boundaries
• Structuring the consultation
  • Initiating the consultation
    • Opening consultation, setting the agenda
  • Considering health and safety issues
  • Gathering information
  • Conducting a physical examination
  • Formulating and explaining diagnoses
  • Explanation, planning and negotiating future actions
  • Including consideration of finance and other constraints
  • Closing the consultation
  • Ending the interview and setting up the next meeting

Recognising and meeting client’s and animal’s needs

Skills

• Attentive listening, maintaining eye-contact, facial expression
• Empathic reflection
• Responding to verbal and non-verbal cues
• Facilitation

• Appropriate balance of open and closed questions
• Signposting
• Screening
• Summarising
• Determining client’s starting point when giving information
• Chunking information and checking client’s understanding