Question 1

Mastering
improves both client and co-worker interactions. (2 words)

Accepted Answer

communication skills

Question 2

The active listener is often the  _____of the conversation.

Accepted Answer

Controller

Question 3

_____ impact a discussion in a negative manner and increase the chance that collaboration
will not occur. (2 words)

Accepted Answer

Communication barriers

Question 4

Active listening requires ___ and ____.

Accepted Answer

Focus, Engagement

Question 5

____ is a subcategory of nonverbal communication. (2 words)

Accepted Answer

Body language

Question 6

The first step in reducing the impact of communication barriers is to _____ them.

Accepted Answer

Identify, become aware of, recognize

Question 7

A positive resolution environment is created by the commitment by all parties involved ______, the time, and the demonstration of

Accepted Answer

Location

Question 8

The veterinary team's responsibility is to help the animal,____, and serve the client. (2

Accepted Answer

Prevent suffering

Question 9

When facing the loss of a pet, clients often look to the veterinary technician for _____, assurance, _____, and  validation.

Accepted Answer

support , understanding

Question 10

An open posture with uncrossed arms and legs demonstrates to clients that you are _____.

Accepted Answer

Ready to listen

Question 11

List the four primary methods of communication:

Accepted Answer

Listening
Speaking
Reading
Writing

Question 12

List the three categories of barriers to communication:

Accepted Answer

Solution sending
Judging
Failure to respond to concerns

Question 13

List at least four items or techniques clients may use to memorialize a deceased pet and move through the bereavement process:

Accepted Answer

Support
Assurance
Understanding
Validation

Question 14

List the five steps in a conflict resolution plan.

Accepted Answer

Create a solution setting
Identify the problem
Develop the plan
Implement the plan
Celebrate

Question 15

Communication by means other than words. (9)

Accepted Answer

nonverbal

Question 16

Somebody who takes delivery of something. (8)

Accepted Answer

Receiver

Question 17

Communication where the person acts confidently when stating a position or claim. (9)

Accepted Answer

Assertive

Question 18

Somebody who transmits something. (6)

Accepted Answer

Sender

Question 19

Body language accounts for almost
_% of communication.

Accepted Answer

70

Question 20

A body posture that may reflect lack of confidence is:

Accepted Answer

head down, shoulders in

Question 21

To demonstrate that you are interested in what another person is saying, you should:

Accepted Answer

maintain eye contact

Question 22

When educating clients about their pet's health, what should you always use?

Accepted Answer

models and handouts

Question 23

Owners that are well bonded to their pets are more likely to:

Accepted Answer

recognize signs of illness in their pets

Question 24

Which method is effective at helping to strengthen the human-animal bond?

Accepted Answer

recommending puppy/kitten socialization class and obedience training

Question 25

Empathetic listening:

Accepted Answer

demonstrates focused listening and understanding

Question 26

Assertive communication helps to increase understanding of:

Accepted Answer

thoughts and feelings

Question 27

Resolution

Accepted Answer

realization that the pet is gone, nothing will change that, and client will survive this loss

Question 28

Denial

Accepted Answer

a coping mechanism that cushions the mind against the shock it has received

Question 29

Bargaining

Accepted Answer

a way of keeping hope alive and buying time to fully accept the outcome of the situation

Question 30

Anger

Accepted Answer

blame directed at the veteri-narian, staff members, or client themselves

Question 31

Guilt

Accepted Answer

unproductive, unreasonable feeling of responsibility that may inhibit progress toward resolution of the loss

Question 32

Sorrow

Accepted Answer

sadness, and perhaps release of days or weeks of pent-up emotions

Question 33

Compounded Loss

Accepted Answer

situation where a client facing the loss of a pet is reminded of losses from the past

Question 34

Assertive Communication

Accepted Answer

communication with focus on
speaking in a positive and proactive manner

Question 35

Body Language

Accepted Answer

use of eyes, gestures, and body in conveying a message

Question 36

Empathetic Listening

Accepted Answer

communicating without judg-ment, demonstrating caring and understanding

Question 37

Action Steps

Accepted Answer

a list version of exactly what
V must occur to resolve a con-
flict

Term	Definition
Mastering improves both client and co-worker interactions. (2 words)	communication skills
The active listener is often the _____of the conversation.	Controller
_____ impact a discussion in a negative manner and increase the chance that collaboration will not occur. (2 words)	Communication barriers
Active listening requires ___ and ____.	Focus, Engagement
____ is a subcategory of nonverbal communication. (2 words)	Body language
The first step in reducing the impact of communication barriers is to _____ them.	Identify, become aware of, recognize
A positive resolution environment is created by the commitment by all parties involved ______, the time, and the demonstration of	Location
The veterinary team's responsibility is to help the animal,____, and serve the client. (2	Prevent suffering
When facing the loss of a pet, clients often look to the veterinary technician for _____, assurance, _____, and validation.	support , understanding
An open posture with uncrossed arms and legs demonstrates to clients that you are _____.	Ready to listen
List the four primary methods of communication:	Listening Speaking Reading Writing
List the three categories of barriers to communication:	Solution sending Judging Failure to respond to concerns
List at least four items or techniques clients may use to memorialize a deceased pet and move through the bereavement process:	Support Assurance Understanding Validation
List the five steps in a conflict resolution plan.	Create a solution setting Identify the problem Develop the plan Implement the plan Celebrate
Communication by means other than words. (9)	nonverbal
Somebody who takes delivery of something. (8)	Receiver
Communication where the person acts confidently when stating a position or claim. (9)	Assertive
Somebody who transmits something. (6)	Sender
Body language accounts for almost _% of communication.	70
A body posture that may reflect lack of confidence is:	head down, shoulders in
To demonstrate that you are interested in what another person is saying, you should:	maintain eye contact
When educating clients about their pet's health, what should you always use?	models and handouts
Owners that are well bonded to their pets are more likely to:	recognize signs of illness in their pets
Which method is effective at helping to strengthen the human-animal bond?	recommending puppy/kitten socialization class and obedience training
Empathetic listening:	demonstrates focused listening and understanding
Assertive communication helps to increase understanding of:	thoughts and feelings
Resolution	realization that the pet is gone, nothing will change that, and client will survive this loss
Denial	a coping mechanism that cushions the mind against the shock it has received
Bargaining	a way of keeping hope alive and buying time to fully accept the outcome of the situation
Anger	blame directed at the veteri-narian, staff members, or client themselves
Guilt	unproductive, unreasonable feeling of responsibility that may inhibit progress toward resolution of the loss
Sorrow	sadness, and perhaps release of days or weeks of pent-up emotions
Compounded Loss	situation where a client facing the loss of a pet is reminded of losses from the past
Assertive Communication	communication with focus on speaking in a positive and proactive manner
Body Language	use of eyes, gestures, and body in conveying a message
Empathetic Listening	communicating without judg-ment, demonstrating caring and understanding
Action Steps	a list version of exactly what V must occur to resolve a con- flict

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chapter 4 vet