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IVAP - Communication

This module worksheet is a required portion of the IVAP program. Please complete once you've finished the module material. You will receive a copy of your answers once you click "Submit" at the bottom of the page.

Studies show significant communication gaps between veterinary teams and their clients. The data indicates that pet owners don’t always hear what healthcare team members think they are communicating. This activity will highlight those gaps.

Enlist at least one other person to participate in this ten-minute activity. One person is the “drawer” for your activity the other person will give instructions. The goal is for the drawer’s image to closely match the original image without the drawer being told or seeing it until the end of the activity.

Using the image below (or choose a similar one), provide drawing instructions for the “drawer.” Directions should be like “draw a circle in the middle of the page” instead of a head in the middle. The drawer must not see the image, but sketch based on your verbal directions. After about ten minutes, examine the drawing; how closely does it resemble the original? What was the hardest part of this activity? Did the drawer understand what you thought you were telling them?

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Use the area below to record your experience with the drawing activity. How close is the drawing to the original? What was the hardest part of this activity? Did the drawer understand what you thought you were telling them? Upload the photo here.

Clients may avoid veterinary visits because they fear a high fee or are embarrassed about their inability to pay. How would you minimize a client’s shame, fear of the unknown, and general helplessness?

Nina Newneighbor recently moved to the area. Her neighbor had high praise for your clinic, so Nina decided to bring her three dogs in for an appointment. She arrives for her multi-pet appointment 15 minutes late and apologizes because she got lost and had trouble finding the hospital. You give Nina the new client registration forms and escort her into an exam room, where she waits another 15 minutes before the DVM enters the room. When Nina checks out, she’s unsure if she will return to your hospital because of the unexpected wait and rushed service. How would you respond to Nina? What proactive steps can the veterinary team take to prevent this problem in the future?

Notes Use this area to write notes from what you've learned from the Communication chapter, which you would like to reflect on.

Summary of Reading - Client Communication

Compose your summary notes from the following pages.

Chapter 5

Office Procedures and Telephone Techniques

Pages 33-37

When you are satisfied with your responses, select the "SUBMIT" button, and then you will be able to select the "COMPLETE & CONTINUE" button.