We are now going to look at the role communication plays in the animal care workplace. It is important to be aware that in these settings, extra care needs to be considered as they can sometimes be quite emotional and stressful for the patient and the family. You will need to be mindful of how you address those seeking care for their animals and offer a level of support that keeps all involved as calm and supported as possible.
Types of people you may encounter in your role working with animals:
- Pet Owners
- Concerned Pet Owners: People bringing their pets for medical care, vaccinations, or check-ups, often seeking reassurance and guidance.
- Surrendering Owners: Individuals who, for various reasons, need to surrender their pets to the RSPCA.
- Potential Adopters
- First-Time Pet Owners: People who are new to pet ownership and might have many questions about adoption and care.
- Experienced Pet Owners: Individuals who have previously owned pets and are looking to adopt another one.
- Families: Groups, often with children, looking to adopt a pet that fits into their family dynamics.
- Volunteers
- Animal Care Volunteers: Individuals who help with feeding, grooming, and exercising the animals.
- Foster Carers: People who temporarily care for animals in their homes until they are ready for adoption.
- Event Volunteers: Those who assist with public outreach, fundraising, and adoption events.
- Veterinary Staff
- Veterinarians: Professionals providing medical care to the animals.
- Vet Nurses/Technicians: Support staff who assist with medical procedures, administer medications, and monitor animal health.
- Animal Control Officers
- Individuals responsible for the enforcement of animal welfare laws and regulations often bring in animals that have been rescued from neglect or abuse.
- Visitors and General Public
- Animal Lovers: People visiting the facility to interact with the animals or support the RSPCA's mission.
- Educators/Schools: Teachers or school groups visiting for educational purposes, often learning about animal welfare and care.
- Suppliers and Service Providers
- Food and Supply Vendors: Businesses delivering pet food, medical supplies, and other necessities for the facility.
- Maintenance Workers: Technicians who repair and maintain the facility’s infrastructure.
- External Stakeholders
- Donors and Sponsors: Individuals or organizations providing financial support or donations of goods.
- Partner Organizations: Other animal welfare groups, rescue organizations, or government agencies collaborating with the RSPCA.
- Emergency Responders
- Firefighters/Police Officers: Responding to emergencies that involve animals, such as rescues or evacuations.
Stakeholders are people who are either affiliated or involved with an organisation. Stakeholders can include:
- employees
- supervisors/managers (internal staff)
- clients (external).
Throughout your work, you will communicate with a wide range of stakeholders within your organisation and outside. By identifying the type of stakeholder, you will then be able to tailor your communication to suit them. For example, if a client has their pet booked for surgery for the coming day, your clinic may have a certain procedure, such as sending a reminder SMS the day before, confirming the surgery. A phone call and email may also be issued if there are specific details the patient needs to know before surgery. For example, their pet may need to fast 12 hours before the surgery takes place.
Identifying Stakeholders
The way stakeholders are identified for their relevance is usually carried out through your orientation (when you meet your employees and or make your first contact with clients). You may also become acquainted through any other on-the-job training or communication from staff, supervisors, and/or managers.
The following diagram illustrates the scope of stakeholders at Noah’s Ark Veterinary Clinic:
Work tasks are the roles and responsibilities each employee is required to perform in their job. If an employee is unclear about their tasks, they can access their job description through their staff handout/ induction or complete further on-the-job training.
Various factors impact the work tasks. Some of these include:
Timing
This could depend on the time of day, month, or year. It could also contribute to the productivity and demand of the company.
The Role Within the Organisation
Smaller organisations may require an employee to take on a wider scope of roles, while in bigger organisations, roles may be specific to each set department. This means each employee would only be responsible for the tasks that are more relevant and focussed to them and limits time on duties that may be administrative or irrelevant.
The Type of Industry
The type of industry would also change your work tasks, e.g. Your tasks would be slightly different if you were working at a veterinary clinic versus working at an animal shelter.
The Type of Workplace
Each workplace has a unique approach to the way that tasks are completed, which is why there is an orientation/induction process that occurs at the commencement of employment. It could be that the steps for handling/ restraining a pet may be slightly different or that the recommended medications for pets are a totally different brand to what you are used to seeing on the counters. It may take some time to change your ways if you have been at a previous workplace for a lengthy amount of time, but it is important to follow the policies and procedures of the workplace you work at to ensure you are abiding by the same rules that apply to everyone else.
Feedback is information or reactions regarding someone's performance, behaviour, or work. It serves as a valuable tool for personal and professional growth, offering insights that can help individuals understand how others perceive their actions or outputs. Here’s a more detailed breakdown of feedback:
Types of Feedback
| Constructive Feedback |
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|---|---|
| Positive Feedback |
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| Negative Feedback |
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Characteristics of Effective Feedback
| Specificity: | Effective feedback is clear and specific, addressing particular behaviours or aspects of work rather than being vague or general. For example, saying "The introduction needs to be more engaging" is more helpful than just saying "The writing is not good." |
|---|---|
| Timeliness: | Providing feedback soon after the event or action allows for immediate reflection and improvement. Timely feedback is more relevant and easier for the recipient to act upon. |
| Balanced: | A mix of positive and constructive feedback can make it more palatable and useful. Recognising what is done well, along with areas for improvement, creates a supportive environment. |
| Actionable: | Feedback should include clear, actionable suggestions that the recipient can implement. This makes it easier for individuals to know what steps to take next. |
| Respectful: | It’s essential to deliver feedback respectfully and considerately, maintaining a supportive tone to foster a constructive dialogue. |
Purpose of Feedback
| Improvement: | The primary goal is to help the individual improve their skills, behaviour, or performance. |
|---|---|
| Learning: | Feedback can facilitate learning by highlighting effective strategies and identifying areas that require more attention. |
| Motivation | Positive feedback can encourage individuals to continue their efforts and build confidence. |
| Communication: | Feedback fosters open communication, allowing individuals to understand expectations and perceptions better. |
Seeking and responding to feedback on written communication is an important skill that enhances clarity, effectiveness, and overall quality.
Seeking Feedback
Importance of Feedback:
Feedback provides valuable insights into how others perceive your writing. It helps identify areas of improvement and strengths in your communication.
Methods for Seeking Feedback:
- Peer Review: Share your written work with colleagues or friends to gather their opinions.
- Formal Review Processes: In a professional context, you might submit your work to a supervisor or a designated reviewer for critique.
- Surveys or Questionnaires: After sharing a document, you can create a short survey to ask specific questions about the clarity, tone, and content.
Specific Questions:
When seeking feedback, ask targeted questions to guide the reviewers. For example:
- Is the message clear and understandable?
- Are there any sections that are confusing or unclear?
- What is the tone of the communication?
Open-Mindedness:
Approach feedback with an open mind. Understand that constructive criticism is aimed at improving your writing, not as a personal attack.
Responding to Feedback
- Active Listening: When receiving feedback, listen actively and try to understand the reviewer’s perspective. Avoid interrupting and take notes if necessary.
- Clarification: If any feedback is unclear, don’t hesitate to ask follow-up questions. Clarifying doubts ensures that you fully understand the feedback.
- Reflection: Reflect on the feedback provided. Consider the validity of the points made and how they apply to your writing. It might be useful to discuss the feedback with others for additional perspectives.
- Implement Changes: Based on the feedback, make necessary adjustments to your writing. This could involve rephrasing sentences, reorganising content, or altering the tone.
- Follow-Up: After revising your document, it can be helpful to follow up with the person who provided the feedback to let them know how you implemented their suggestions. This shows appreciation for their input and fosters a culture of constructive feedback.
- Continuous Improvement: Regularly seeking and responding to feedback creates a cycle of continuous improvement in your writing skills. This practice can enhance your ability to communicate effectively in various contexts, whether professional or personal.
