Register today for all 4 modules

Modules will release sequentially with the first module available in the coming weeks.

While learners may elect to participate in individual modules, it is recommended to complete all four modules, which will be a prerequisite to attend the in-person course being offered later in 2021.

Communication Skills that will be emphasized:

  • Transparency
  • Open-Ended Questions

Module Description:

Transparency in healthcare is often discussed with regards to disclosure about medical mistakes; however, medical errors are not the only circumstance in which transparency may be warranted or desired. Building a culture of transparency also requires honesty and directness, both about known entities, such as diagnosis and prognosis, as well as that which is unknown. When clinical communication pairs transparency and open-ended questions, a frank dialogue results. This module will introduce the learner to both skills and provide opportunities to practice the delivery of each through an interactive simulated encounter.

Speakers CE Credit Hours Duration
1.5 (pending)90 minutes

Communication Skills that will be emphasized:

  • Non-verbal cues
  • Empathy
  • Reflective (active) listening

Module Description:

Challenging conversations arise in clinical practice when client perspective, perceptions, or expectations surrounding patient care do not align with medical findings or the anticipated case trajectory. These gaps in mutual understanding may halt forward progression in case management, particularly if lack of alignment precipitates an “us versus them” standoff. Such gaps can be overcome when the veterinary team makes use of non-verbal cues, empathy, and reflective listening as bridges to renew partnership and strengthen connections. This module will introduce the learner to all three skills and provide opportunities to practice the delivery of each through an interactive simulated encounter.

Speakers CE Credit Hours Duration
1.5 (pending)90 minutes

Communication Skills that will be emphasized:

  • Unconditional Positive Regard
  • Pausing

Module Description:

The concept of unconditional positive regard was developed by Carl Rogers, a prominent psychologist. Although this term originated to advance the practice and delivery of human healthcare, unconditional positive regard also has a place in veterinary practices, particularly when navigating conflicts between clients and veterinarians or members of the veterinary team. Clients and colleagues’ actions may not always be appropriate, though they may be well-intentioned. This module introduces the concept of regard and how it can be paired with intentional pauses to help team members acknowledge, address, and move beyond conflict.

Speakers CE Credit Hours Duration
1.0 (pending)60 minutes (pending)

Communication Skills that will be emphasized:

  • Signpost - Signposting is sometimes called mapping out the consultation. What mapping out the consultation means is that we verbally provide structure. We acknowledge openly where the conversation is headed. Mapping out the consultation is a way to orient the client. Just like a compass tells you which direction you’re facing, a consultation map tells the client the order in which consultation events will happen.
  • Chunk and check Consultations work better when we break down what we have to say into segments. Each segment represents two or three sentences of material that we want to convey. We deliver that chunk. Then we check in with our client. We are checking that the client is with us. We are checking for mutual understanding. Only then, can we move on to the next chunk. This prevents us from losing our client. This prevents us from getting to the end of the consult, only to have the client say, “I didn’t catch any of that, can you start over?” Chunking and checking allows us to identify sources of misunderstanding early so that we can correct misconceptions before it is too late.
  • Summary - Summarizing is a communication tool that allows you, the clinician, to review key data or concepts with the client. Summarizing may be used to review case history that the client provided; our list of concerns for a given patient; the order of diagnostic tests that will be performed; our clinical findings; and our treatment plans, including recommendations for at-home patient care. Summarizing is also often used to wrap-up a consultation by emphasizing key take-away messages that we want our clients to hold onto long after they have departed from the clinic.

Module Description:

Case management is often complicated by the complexities of clinical disease for which there are no easy answers. Clients may desire or expect guarantees concerning diagnosis or prognosis when in fact such guarantees may not be possible. Such situations require a fusion of communication skills to invite dialogue that solicits and acknowledges the client’s perspective yet balances unrealistic expectations against the patient’s clinical reality. Structuring skills, such as signposting, check-ins, and summary statements facilitate these conversations by guiding the client through transparent decision making and taking the time to ensure mutual understanding. This module will introduce the learner to all three structuring skills.

Speakers CE Credit Hours Duration
1.0 (pending)60 minutes (pending)