Utilizing Filmed Authentic Student–Client Interactions as a Communication Teaching Tool

Abstract

In the past decade, communication training within veterinary medical training programs has received extensive publicity. Now, training programs are utilizing large-group lecturing, small-group discussions, and simulated client programs to address the need for veterinarians to effectively communicate with their clients. This paper presents a communication training protocol utilized at Kansas State University. The principle focus of this protocol is utilizing filmed student interactions with authentic veterinary medical clients. All veterinary medical students are required to film two interactions with hospital clientele. After each filmed session, students attend feedback sessions where communication strengths and weaknesses are discussed. Specific communication goals are identified for future interactions. A detailed description of the protocol follows, with preliminary impressions from students and instructors noted. As a promising tool for teaching communication skills, future directions for filmed authentic interactions are discussed.

Perceptions of clients and veterinarians on what attributes constitute ‘a good vet’

“…The difference in attitudes between clients and SA veterinarians on the importance of good communication skills was further emphasised by the finding that 72 per cent of SA veterinarians ranked ‘good communication skills’ among their top three attributes in a good veterinarian whereas only 16 per cent of clients ranked ‘good communication skills’ among their top three attributes. In recent years, communication skills workshops have become commonplace in veterinary curricula (Latham and Morris 2007, Hafen and others 2009, Shaw and others 2010). Indeed, the value of good communication skills is highlighted by the RCVS ‘Day one skills’ document, which states that ‘the new veterinary graduate should be able to communicate effectively with clients, the lay public, professional colleagues and responsible authorities’ (RCVS 2010).…”

Outcome of Communication Training in Veterinary Studies: Influence on the Perception of the Relevance of Veterinary Competencies and Self-Assessment of Communication Skills

“…Since the importance of this competency was rated lowest by the veterinarians, the assessment showed a convergence with the veterinarians' rating over the course of the study. This could be an effect of the communication courses, as it has been shown that teaching communication clarifies that explaining medical terminology in language that pet owners can understand is of much higher significance [45]. The competency of being good at mental arithmetic was attributed the least relevance for the professional success of veterinarians by all groups surveyed.…”

Assessing Communications Competencies through Reviews of Client Interactions and Comprehensive Rotation Assessment: A Comparison of Methods

“…The most common problems identified in one study using authentic student-client interactions as a communications teaching tool were lack of eye contact, not 10 In another study, students reported feeling most confident in building rapport, displaying empathy, listening, and recognizing the extent of the human-animal bond between client and patient. 13 In the present study, students did a good job of welcoming the client, gathering information about the presenting complaint, and talking to clients in a manner they could understand.…”

“…Authentic assessment through reviews of video-recorded client interactions in a teaching hospital has also been described, and this form of review is described by some as being particularly constructive for trainees. 9,10 Instructors perceive this exercise as very beneficial, particularly for students who may overestimate their communication skills on self-assessment. 10 However, review of video recordings followed by provision of direct feedback to students is resource intensive.…”

“…9,10 Instructors perceive this exercise as very beneficial, particularly for students who may overestimate their communication skills on self-assessment. 10 However, review of video recordings followed by provision of direct feedback to students is resource intensive. Equipment must be installed to permit capture, archiving, and ready retrieval of client encounters.…”