Provide appropriate information to others

Submitted by coleen.yan@edd… on Tue, 05/21/2024 - 13:45

Now that you have identified the information need and sourced the required information, it is important to make sure the information meets the needs of the person who requires it before you give it to them.

Ask yourself the following questions before providing information to others in the workplace:

  1. Do I need to clarify and confirm the accuracy and suitability of the information from an appropriate team member?
  2. What is the best way to provide the information?

 

Providing appropriate information to others, especially in an animal care facility, requires clear, concise, and effective communication strategies. These strategies ensure that the necessary details are conveyed accurately, enabling others (colleagues, clients, or visitors) to make informed decisions or provide appropriate care. Below are strategies you can implement:

1. Understand Your Audience

  • Tailor Information to Knowledge Level: Assess the audience’s familiarity with the subject matter. For example, when communicating with new staff or clients, avoid technical jargon and instead explain terms in simpler language. However, when addressing experienced staff or veterinarians, you can use more specialized terms.
  • Clarify Needs: Determine what information the other person needs or expects. If a colleague needs to take over care duties, they may need detailed care instructions. If a client is asking about their pet’s health, focus on care plans, treatment options, and what they can do at home.

2. Be Clear and Concise

  • Organize Information Logically: Present the most important points first, followed by supporting details. For example, if discussing a treatment plan for an animal, start with the diagnosis, then outline the steps for treatment.
  • Use Simple Language: Avoid overly complex terms unless necessary, and explain any technical terminology when speaking with non-experts.
  • Stick to Key Points: Keep the message focused and avoid unnecessary information that might overwhelm the listener. For example, when giving updates on an animal’s health, focus on the relevant aspects like diet, medication, or recovery progress.

3. Provide Written Documentation

  • Use Checklists or Forms: In a facility setting, using standardized checklists or forms (like observation logs or care routines) ensures that information is recorded and communicated consistently.
  • Summarize Verbally, Support with Written Info: After verbally explaining care instructions or updates, provide a written summary to ensure nothing is missed and that the recipient has a reference to consult later.
  • Visual Aids: Incorporating diagrams, charts, or photos (e.g., of feeding schedules, medical procedures, or signs of illness) can help clarify complex information, especially in training or client education.

4. Active Listening and Feedback

  • Encourage Questions: Always invite the person to ask questions to ensure they’ve understood the information. This ensures that misunderstandings are addressed immediately.
  • Check for Understanding: Ask the recipient to repeat key points in their own words. For example, after explaining a feeding routine, ask the person to confirm the schedule and portions they’ll be following.
  • Use Positive Language: Frame information constructively. Instead of focusing on what someone did wrong, emphasize how things can be improved in the future.

5. Adapt to Different Communication Methods

  • Verbal Communication: Use face-to-face meetings or phone calls for immediate or complex discussions, such as discussing an animal’s medical care plan. Speak clearly, at an appropriate pace, and check for understanding throughout.
  • Written Communication: For routine updates or detailed information (e.g., medication schedules, reports), emails, memos, or care logs are effective.
  • Visual Demonstrations: For hands-on tasks like animal handling, grooming, or administering medication, a live demonstration can be more effective than verbal explanations alone.
  • Digital Tools: Use facility management software or communication apps to send updates, track animal care activities, and ensure consistency across teams.

6. Be Empathetic and Supportive

  • Address Concerns with Care: When discussing sensitive topics, such as an animal’s illness or behavioural issues, approach the conversation with empathy. Acknowledge the emotional impact on clients or staff and provide support.
  • Provide Reassurance: Ensure the recipient feels confident in their understanding. For instance, if a staff member is concerned about handling a difficult animal, offer reassurance by reviewing key steps with them and offering additional resources.
  • Remain Professional: Even in emotionally charged situations, maintain a calm and professional tone. This creates a supportive environment where information can be processed clearly.

7. Consistency in Communication

  • Maintain Consistent Messaging: Ensure that all staff members are on the same page regarding protocols and procedures. Inconsistent information can lead to confusion or mistakes, especially in animal care.
  • Use Standardized Procedures: Implement standard operating procedures (SOPs) for common tasks like feeding, medical treatments, or reporting incidents. This ensures uniformity in the information provided across staff members and shifts.
  • Frequent Updates: Regular updates, whether daily briefings or log entries, keep everyone informed of any changes, particularly regarding an animal’s health or care plan.

8. Follow-Up and Continuous Support

  • Check-In Regularly: After providing initial information, follow up to see if the person requires additional clarification or support. This could be especially important when someone is new to a task or process.
  • Continuous Learning: Offer ongoing training and resources, especially when new protocols, equipment, or treatments are introduced. This fosters a culture of continuous learning and ensures everyone is informed.

 

Sub Topics
A receptionist talking to a client on the phone

Clarify and confirm the information

If a client or other team member asks you for information and you don’t have access to reputable information or understand what they are after, be honest in your response to avoid the risk of giving misinformation or steering them in the wrong direction. If this happens, you could respond with, “I’m sorry, I’m not sure about that. Can I find out and get back to you?” If you think the person is asking for advice that you are not qualified to give, you could say, “I’m sorry, that is not within my area of expertise. Would you mind if I asked someone better qualified to help you so that you [get] the best advice?” (Advice Services Alliance n.d.).

 Miscommunication can lead to errors, especially when caring for animals, so it's important to adopt clear strategies for checking and confirming information.

If you can locate the relevant information, aim to select the best source – that is, the information that is most accurate and suitable to meet the needs of the team member or client you are working with. Reconsider the original information need. What exactly did the other person want to know? Does the information you found directly answer their questions?

If you are unsure, you may need to seek assistance from an appropriate team member to clarify and confirm the accuracy and suitability of the information. An ‘appropriate’ team member is one with the skills, knowledge and experience necessary to help you make judgements about the accuracy and the suitability of the information.

Remember to use interpersonal skills, such as active listening and suitable questioning techniques to confirm that your interpretation of the information is accurate and that it is suitable to meet the information needs of the client or your team member.

Scenario: Clarify and confirm the accuracy and suitability of the information

Fred recently started his first job as a retail assistant at Wonderful World of Pets. He is still learning about the full range of products they sell and is not yet confident in providing information to customers.

Thankfully, during his induction, he has been assigned a couple of other more experienced staff members who he can call upon for advice if needed.

A customer comes into the store wanting information about helping a bird.

Fred uses questioning to accurately identify the customer’s information needs and confirms that the bird is an adult Eclectus parrot who is over-preening and has lost a lot of its feathers.

A bird suffering from overpreening

Fred decides to do a search online for information about how to help a medium to large bird that is over-preening. The pet store has several websites bookmarked for the staff to draw information from. Fred opens the ‘South Australian Aviaries’ website and finds information about Eclectus parrots. It mentions that enrichment toys are a great help for a bird suffering from over-preening. Fred then turns to his workplace database for stock and filters for enrichment toys by size of bird and species. He picks a certain toy. Fred asks his supervisor to check the item he has chosen on screen.

Fred’s supervisor says “No – that’s for a small bird, such as a budgerigar. These three items are more suitable.” The filtering on the database was not completely accurate. Fred is glad that he clarified and confirmed the accuracy of the information he found before passing it on to the customer.

Fred takes the customer to the enrichment products and picks out the items. The customer thanks Fred for his help and is happy for his bird to try out the couple of toys.

Some strategies to help with quantifying information can include:

1. Ask Open-Ended Questions

  • Encourage Detailed Responses: Instead of yes/no questions, ask open-ended ones to get more information and ensure the person fully understands the situation.
    • Example: Instead of asking, “Did you feed the dog?” ask, “How did you go about feeding the dog today?” This allows the person to explain the process, giving you a chance to clarify any details.
  • Why It Works: Open-ended questions allow for fuller explanations and reveal if there are any misunderstandings or incomplete information.

2. Use Active Listening Techniques

  • Show Engagement: Listen attentively without interrupting and use verbal and non-verbal cues (nodding, eye contact, summarising points) to indicate that you're paying attention.
  • Summarise or Paraphrase: After someone has provided information, repeat or summarise the key points in your own words to ensure you’ve understood correctly.
    • Example: “So, you’re saying the dog was fed at 10 AM, but he refused to eat the wet food. Is that correct?”
  • Why It Works: Summarising allows both parties to clarify or correct any misunderstood details immediately.

3. Clarify Specific Details

  • Ask for Clarification on Ambiguities: If any information is unclear, don’t hesitate to ask for more details. Clarify specifics like times, quantities, or conditions.
    • Example: “When you mentioned the dog seemed restless, how long did it last and what did you observe specifically?”
  • Why It Works: This ensures that vague terms (e.g., “restless” or “agitated”) are made more specific, providing actionable information.

4. Confirm by Asking for a Recap

  • Ask the Other Person to Recap: After providing instructions or sharing important information, ask the recipient to repeat it in their own words to confirm they’ve understood correctly.
    • Example: “Can you walk me through how you plan to administer the medication, just to make sure we’re on the same page?”
  • Why It Works: This ensures they have understood and internalized the information, reducing the chance of errors or misinterpretation.

5. Provide Written Instructions or Checklists

  • Support with Written Confirmation: After discussing tasks or care routines verbally, follow up with written instructions, checklists, or logs to ensure the details are clear and easy to reference.
    • Example: Email or post written care instructions, feeding schedules, or medication dosages after verbally going over them.
  • Why It Works: Written records act as a reference point for staff, especially in busy environments, and ensure that instructions are followed accurately.

6. Break Down Complex Information

  • Simplify and Segment Information: If the information is complex or detailed (e.g., medical instructions or a detailed care routine), break it down into smaller, more digestible parts.
    • Example: If discussing a multi-step treatment plan, divide it into steps: “First, prepare the medication, then ensure the animal is calm, administer the dosage, and finally monitor for side effects.”
  • Why It Works: Simplifying and breaking down tasks ensures clarity, reduces the risk of overwhelming the listener, and makes it easier for them to follow instructions.

7. Use Visual Aids or Demonstrations

  • Show Rather Than Tell: When possible, demonstrate how tasks should be done, or provide visual aids like diagrams, charts, or videos to supplement verbal instructions.
    • Example: Demonstrating how to administer medication or showing a diagram of an animal’s feeding routine can make the process clearer.
  • Why It Works: Visual demonstrations often make complex or unfamiliar tasks easier to understand and remember.

8. Check for Non-Verbal Cues

  • Observe Body Language: Pay attention to non-verbal cues like facial expressions, body language, and tone of voice, which can indicate confusion or uncertainty, even if the person doesn’t verbally express it.
    • Example: If someone looks unsure or hesitates after being given instructions, it’s a sign they may need further clarification.
  • Why It Works: Non-verbal cues can reveal underlying confusion or hesitation that might not be obvious in the person’s words.

9. Use Confirmation Statements

  • End Conversations with Confirmations: After providing important information, end the conversation with a confirmation statement to ensure the message was received clearly.
    • Example: “Just to confirm, you’ll be checking on the animal at 2 PM and administering the medication at 5 PM. Is that right?”
  • Why It Works: It provides a final opportunity for the recipient to clarify or ask any questions before taking action.

10. Provide Opportunities for Questions

  • Encourage Open Communication: Always give the other person a chance to ask questions or seek clarification if anything is unclear.
    • Example: “Do you have any questions about the feeding schedule, or is there anything you’d like me to go over again?”
  • Why It Works: This opens the door for the other person to express confusion or concerns, ensuring they feel comfortable asking for clarification if needed.

11. Follow Up on Key Actions

  • Check In After Actions Have Been Taken: If an important task has been assigned or instructions given, follow up to confirm it was completed correctly.
    • Example: “How did it go administering the medication this morning? Any issues I should be aware of?”
  • Why It Works: This ensures that the task was done correctly and provides an opportunity to address any difficulties encountered.

12. Repeat Important Information

  • Reinforce Key Details: For critical tasks or information, repeat key details multiple times, both verbally and in writing.
    • Example: If medication needs to be given at specific intervals, repeat the times multiple times and provide written instructions for reference.
  • Why It Works: Repetition helps ensure that the most important details are remembered and followed accurately.

 

Watch 

Case Study

Portrait of cute dog looking at camera. Close-up of a cute dog. Justin krofohrländer dog portrait. Close-up dog portrait.

Samantha, a new staff member at Happy Paws Animal Care, has recently joined the team. She’s assigned to care for Buddy, a rescue dog who has special dietary needs and requires medication twice a day. Samantha has been given instructions from Anna, the senior staff member in charge of Buddy's care, and Anna needs to ensure that Samantha clearly understands the routine.

Key Details About Buddy’s Care:

  • Feeding: Buddy requires 250 grams of dry food in the morning and 200 grams of wet food in the evening.
  • Medication: Buddy needs to be given 1 tablet of medication at 9 AM and 9 PM with food.
  • Monitoring: After administering the medication, Buddy needs to be monitored for 30 minutes for any signs of discomfort, as he has a history of digestive issues.

Communication Breakdown 

Initial Briefing by Anna: Anna explains the routine verbally to Samantha:

  • Feed Buddy 250 grams of dry food at 9 AM, give his tablet with the food, and monitor him for 30 minutes.
  • Feed him 200 grams of wet food at 7 PM, followed by another tablet at 9 PM with some food.

Samantha nods and says she understands. However, Anna notices that Samantha looks a bit unsure and distracted.

Anna Uses Clarification and Confirmation Strategies:

a. Asking Open-Ended Questions: To clarify Samantha’s understanding, Anna asks:

  • “Can you tell me how you plan to go about Buddy’s care tomorrow?”

Samantha responds:

  • “I’ll feed Buddy some food in the morning, give him his medication, and then feed him again in the evening.”

Anna notices that Samantha’s response is too vague and misses critical details (e.g., specific amounts and the timing for the medication).

b. Summarising the Key Information: Anna decides to recap the details herself and asks Samantha to confirm:

  • “So, in the morning, you’ll be giving Buddy exactly 250 grams of dry food at 9 AM, along with his tablet, and then you’ll monitor him for 30 minutes. Then in the evening, it’s 200 grams of wet food at 7 PM and the second tablet at 9 PM. Is that correct?”

Samantha nods but seems to hesitate. Anna realises there might still be some confusion.

c. Asking for Clarification on Ambiguities: Anna asks more specific questions to clarify Samantha’s understanding:

  • “When I mentioned monitoring Buddy, what signs would you be looking out for to make sure he’s not having digestive problems?”

Samantha responds:

  • “I guess if he seems uncomfortable or won’t eat?”

Anna explains further:

  • “That’s right, but also look for signs like excessive drooling, whining, or pacing. If you see those, let me know immediately.”

d. Demonstrating the Procedure: To ensure Samantha fully understands the feeding and medication routine, Anna shows her how to measure out Buddy’s food, administer the medication, and what monitoring signs to look for.

e. Providing Written Instructions: Anna follows up by giving Samantha a written checklist with the feeding times, amounts, medication schedule, and monitoring signs for Buddy.

  • Checklist Example:
    • 9 AM: 250g dry food + 1 tablet
    • Monitor Buddy for 30 minutes (look for drooling, pacing, etc.)
    • 7 PM: 200g wet food
    • 9 PM: 1 tablet with some food

Samantha Repeats the Instructions: Anna asks Samantha to recap the routine one more time to confirm that she fully understands:

  • Samantha responds:
    • “At 9 AM, I’ll give him 250 grams of dry food with his tablet, then monitor him for 30 minutes. In the evening, 200 grams of wet food at 7 PM, and another tablet with some food at 9 PM.”

Anna smiles and confirms:

  • “Exactly! And don’t forget to look for those signs of discomfort during monitoring.”

Following Up After the Task: The next morning, Anna checks in with Samantha to see how the routine went:

  • Anna asks:
    • “How did it go with Buddy this morning? Any problems giving him his food and medication?”

Samantha responds:

  • “It went smoothly! I measured out the food, gave him the tablet, and kept an eye on him for 30 minutes. He seemed fine.”

Anna confirms everything was done correctly and praises Samantha for her thoroughness. This gives Samantha confidence that she has understood the routine.

Analysis of Communication Strategies:

  • Asking Open-Ended Questions allowed Anna to gauge how much Samantha understood about Buddy’s care. Samantha’s vague response helped Anna realize that more clarification was needed.
  • Summarising and Paraphrasing the key points ensured that both Anna and Samantha were clear on Buddy’s care routine, reducing the chance of miscommunication.
  • Clarifying Ambiguities by asking specific follow-up questions (e.g., monitoring signs) helped clear up any uncertainty Samantha had about her tasks.
  • Using Visual Aids and Demonstrations made the feeding and medication process easier for Samantha to understand by providing her with hands-on guidance.
  • Providing Written Instructions reinforced the verbal instructions and served as a quick reference for Samantha, making the task easier to follow.
  • Having Samantha Recap the Routine was a crucial step in confirming her understanding and giving her the opportunity to ask questions if anything was still unclear.
  • Following Up after the task allowed Anna to confirm that Samantha had successfully followed the instructions and provided an opportunity for feedback or further clarification.

Pet dog owner with nurse in vet surgery waiting room reception

You will need to use your communication skills to provide information to the client or your team member in an appropriate and effective manner.

Providing information appropriately means to share the information in the preferred format, using a professional tone. Providing information effectively means to give the information in a way that allows the other person to fully understand it.

It is important that you provide relevant information on specific animal products and services to others, as requested, in an appropriate format and in a timely manner.

Before providing information, double check to ensure the information you provide is:

  • relevant, or suitable, and meets the information needs of the individual receiving it
  • concise – does not provide unnecessary and potentially confusing detail
  • consistent with the information you have accessed, it is current best practice and adheres to legislation, regulations, standards and codes
  • clear – must be provided using language and terminology that the other person can understand.

 

How to provide information effectively

To share the information effectively, it can be helpful for you to:

  • reinforce or repeat information the person has already received, where relevant
  • discuss one topic or aspect of the information at a time, to avoid confusion
  • provide unbiased information about risks and benefits to allow informed decision-making
  • modify your language to ensure the other person understands your meaning clearly
  • allow time and opportunity for the client or team member to ask questions to clarify and ensure they have all the necessary information.

Clarity of communication

For clarity, it may be necessary to simplify complicated industry terminology when speaking to clients. You should also consider other barriers to understanding, such as speaking to someone with a hearing impairment or who does not have English as their first language. Try to use terms that you would expect any adult to understand.

Do not bog down the key points of your information in excess detail. Provide succinct information. If the other person wants more detail, they will ask for it.

You can use your interpersonal skills to correctly interpret the other person’s non-verbal cues and gauge the level of someone’s understanding and interest. Based on your perception of their level of understanding and engagement, you can repeat or rephrase the information, provide more detail or move on to your next point.

Review the following video (4:56 min) of Alan Alda, who shares his Three Rules of Three for communicating information clearly.

Appropriate format

Give the information to the client or team member using an appropriate format. There are two broad categories of formats for sharing information – oral and written. Selecting the most appropriate format means choosing the most suitable method for that person and situation.

Ways in which you could give information to others include:

  • Orally via:
    • telephone or mobile phone
    • a face-to-face conversation.
  • Written via:
    • email
    • hard copy letter, mailed pamphlet or fact sheet, etc
    • SMS.

There are pros and cons to each format, so choose the most suitable for the situation. For example, if a client wants to know all the possible registered emergency veterinary clinics in the area, an email with links to the clinics may be the most suitable format. If a client would like information on a food product, a link to an online brochure from the manufacturer may be the most appropriate.

In most cases, you should use the same format to provide the information as the client or team member used to ask for it. However, there may be times when you would use a different format to provide the information. This may occur when you do not have the information immediately on hand and need to provide it later, after you have sourced it. In these situations, ask the person wanting the information to specify how they would like you to provide it.

Scenario: Provide information in an appropriate format

For example, you are working at an animal hospital, and a client asks (oral communication) about a new medication their animal requires. You are aware of the medication but not the specifics, so you cannot give them the information they require on the spot. However, you expect printed fact sheets (written communication) to arrive within a few days. You offer to either post a fact sheet to the client when they arrive or email them a link to the online version of the fact sheet. The client asks you to email them the link (written communication).

Case Study

Beautiful red Cat sits and looks away. Cat close up. Cute fluffy Kitten. Kitten on a white background. Pet. Animal care. Animal background. Place for text. Domestic  ginger cat. Copy space

 Sarah, a senior caregiver at Happy Paws Animal Care, is training a new staff member, Max, on how to manage the daily care of Luna, a diabetic cat. Luna requires insulin injections twice a day and needs to follow a strict feeding schedule. Max is familiar with basic animal care but has never handled diabetic animals before. Sarah needs to ensure Max fully understands Luna’s needs and can handle her care confidently and correctly.

1. Clear and Concise Instructions

Sarah starts by explaining Luna’s care routine to Max:

  • Sarah: “Luna needs to be fed at 8 AM and 8 PM, and she gets an insulin injection right after each meal. You’ll give her 2 units of insulin, injected subcutaneously, using this syringe. Be sure to do it gently between her shoulder blades.”

  • Why This Is Effective: Sarah provides clear, step-by-step instructions, making it easy for Max to follow the routine precisely.

2. Active Listening

Max listens carefully and asks for clarification:

  • Max: “So, 2 units of insulin right after feeding? And you said between the shoulder blades?”

  • Why This Is Effective: Max actively listens and asks specific questions to confirm his understanding, showing engagement and attentiveness.

3. Asking for Clarification

Max is unsure about how to handle the syringe and asks for clarification:

  • Max: “I’ve never given an injection before. Can you show me how to use the syringe properly?”

  • Why This Is Effective: Max’s willingness to ask for clarification prevents potential mistakes and helps him learn how to do the task correctly.

4. Non-Verbal Communication

Sarah demonstrates the injection technique using a training dummy cat:

  • Sarah: [Speaking calmly and using slow, steady movements] “Hold the skin gently here and inject at a 45-degree angle. Make sure to stay calm—Luna will sense if you’re nervous.”

  • Why This Is Effective: Sarah’s calm body language and slow demonstration not only provide Max with a visual guide but also instill confidence in how to handle Luna.

5. Empathy and Understanding

Sarah notices that Max looks a little anxious about giving the injection.

  • Sarah: “I know giving injections can feel intimidating at first. I felt the same way when I started. It gets easier with practice, and I’ll be here to support you until you’re comfortable.”

  • Why This Is Effective: Sarah uses empathy to ease Max’s anxiety, showing support and building his confidence.

6. Open-Ended Questions

After explaining Luna’s care, Sarah checks Max’s understanding by asking:

  • Sarah: “How do you feel about Luna’s care routine? Is there anything you’re unsure about?”

  • Why This Is Effective: Sarah’s open-ended question encourages Max to voice any concerns or ask for clarification, ensuring he feels comfortable with the care plan.

7. Providing Written Follow-Up

Sarah provides Max with a written care plan for Luna:

  • Sarah: “Here’s a written log for Luna’s feeding and insulin schedule. You can check this to make sure everything stays consistent.”

  • Why This Is Effective: The written instructions serve as a reference for Max, reinforcing the verbal instructions and reducing the chance of errors.

8. Tone of Voice

When Max practices the injection on Luna for the first time, Sarah uses a calm, reassuring tone:

  • Sarah: “Take your time. Luna’s pretty patient with this process, and you’re doing great.”

  • Why This Is Effective: Sarah’s gentle tone of voice helps keep Max calm and reassures him, reducing the pressure he feels during this new task.

9. Summarising Key Points

Before finishing, Sarah summarises the important details:

  • Sarah: “So, Luna gets fed at 8 AM and 8 PM, and after each meal, she gets 2 units of insulin between her shoulder blades. After the injection, just make sure she’s acting normal—if she’s lethargic or unsteady, let me know right away.”

  • Why This Is Effective: By summarising, Sarah ensures that the key points are clear, reinforcing the important information for Max to remember.

10. Providing Constructive Feedback

After Max gives Luna her first injection, Sarah offers feedback:

  • Sarah: “Great job! You held the syringe just right. Next time, try to keep your hand a bit more relaxed—that’ll help Luna stay calm too.”

  • Why This Is Effective: Sarah’s constructive feedback is positive and specific, helping Max improve without making him feel criticised.

11. Adaptability in Communication Style

When another volunteer, Jess, who has no experience with medical care, asks about Luna’s condition, Sarah adapts her explanation:

  • Jess: “What’s wrong with Luna?”

  • Sarah: “Luna has diabetes, just like some people do. She needs a special diet and daily medicine to keep her healthy.”

  • Why This Is Effective: Sarah adjusts her explanation to match Jess’s level of knowledge, ensuring she understands Luna’s condition without overwhelming her with technical terms.

12. Timely Communication

Later in the day, Max notices Luna seems unusually tired after her evening injection. He immediately informs Sarah:

  • Max: “Sarah, Luna seems more tired than usual after her injection. Should I be concerned?”

  • Why This Is Effective: Max’s timely communication ensures any potential health issues are addressed quickly, showing his proactive approach to Luna’s wellbeing.

13. Encouraging Two-Way Communication

Sarah thanks Max for keeping an eye on Luna and encourages him to stay communicative:

  • Sarah: “Thanks for telling me. Keep monitoring her, and if you notice anything else unusual, don’t hesitate to let me know.”

  • Why This Is Effective: Sarah’s encouragement fosters an open communication environment, ensuring that Max feels comfortable reporting concerns.

14. Positive Language

At the end of the day, Sarah checks in with Max:

  • Sarah: “You did a fantastic job today! You’re really getting the hang of Luna’s care. With a bit more practice, you’ll be a pro at this.”

  • Why This Is Effective: Sarah’s positive language reinforces Max’s confidence and makes him feel supported, which is crucial for building skills in a new area.

15. Cultural Sensitivity

The next day, a new volunteer from a different cultural background joins the team. English isn’t their first language, so Sarah uses simple language and speaks slowly when explaining Luna’s care:

  • Sarah: “Luna needs food at 8 in the morning and 8 at night. After food, give her this medicine—two drops in this small syringe.”

  • Why This Is Effective: Sarah’s cultural sensitivity helps bridge any language gaps, ensuring the new volunteer understands Luna’s care routine.

This scenario highlights a wide range of communication skills used by Sarah to train and support Max in caring for Luna, a diabetic cat. Through clear, empathetic, and adaptable communication, Sarah ensures that Max gains the confidence and knowledge needed to manage Luna’s routine effectively. This case also illustrates the importance of active listening, asking for clarification, and giving constructive feedback in creating a collaborative and supportive work environment in an animal care facility.

Confirm understanding

A vet explaining food choice to pet owners

Once you have provided a person with information – in particular, directions for use – it is important to confirm that they understand these. You could question them directly – for example:

  • “Does that information make sense?”
  • “Is there anything that is unclear?”
  • “Is there any additional information you would like to know?”

Sometimes, people may be embarrassed to admit that they do not understand. When you ask them if they do understand, they may simply reply, “Yes”.

Instead of directly asking if they understand, you could use a ‘teach-back’ strategy. This involves asking the person to explain, accurately and in their own words, their understanding of the information you have provided. For example, you might politely ask them to repeat back to you when and how they will apply a flea and tick product to their dog.

You can also evaluate the client’s knowledge by listening to them discuss how they will use the product. If you identify inaccuracies in anything they say, provide the client with the correct information. This may involve repeating information you have already provided.

To recap, when providing information:

  • Ensure the information is consistent with the person’s preferences, requirements and expectations
  • Justify your recommendation by providing them with relevant information
  • Always ensure the recommendations you make are based on information that is correct.

Timely

When a request has been made to provide information, aim to provide it “at the moment when it is useful, effective or relevant” (Collins n.d.).

In other words, where possible, provide the information when the client or team member asks for it. If you are unable to provide the information in the moment, negotiate an appropriate time frame in which to provide them with the information. Depending on the situation and the nature of the information, the time frame may be 5 minutes or a week.

Regardless of the length of time negotiated, stick to it. If you say you will call a client back in an hour with the information they require, make sure you do. So, when negotiating a time frame, ensure it is achievable for you to source the relevant information within that period!

 

Here are several strategies to ensure that either you or the person you're communicating with has fully understood the information:

Summarise and Paraphrase

  • Strategy: After receiving information, repeat it back in your own words to confirm understanding.
  • Example: If a vet explains a medication schedule, you might say, “So, I should give the cat 5 mg of the medication every morning before feeding, correct?”
  • Why It Works: By paraphrasing, you confirm that the message you received is accurate. It also gives the speaker an opportunity to correct any misunderstandings.

Ask Open-Ended Questions

  • Strategy: Encourage the other person to explain the information back to you or provide more details through open-ended questions.
  • Example: “Can you walk me through how you plan to handle the dog’s feeding schedule tomorrow?” or “What’s your understanding of the vaccination routine for the puppies?”
  • Why It Works: Open-ended questions prompt more than just a “yes” or “no” answer, helping you gauge the other person’s depth of understanding.

Use the “Teach-Back” Method

  • Strategy: Ask the other person to explain the information back to you as if they were teaching it.
  • Example: “Could you explain to me how you’ll administer the medication to the bird?” or “How would you describe the new cleaning procedure to someone else?”
  • Why It Works: This method allows you to check if the person has truly grasped the concept or process, and it highlights areas where clarification may be needed.

Ask for Specific Examples

  • Strategy: Get the other person to provide specific examples or scenarios based on the information given.
  • Example: “Can you give me an example of when you would use the calming technique with an anxious dog?” or “What would you do if the snake refuses to eat after handling?”
  • Why It Works: Asking for examples ensures the person can apply the information practically, showing a deeper level of comprehension.

Use Non-Verbal Cues

  • Strategy: Pay attention to body language and facial expressions to gauge whether someone understands or is confused.
  • Example: If the person looks puzzled or uncertain while you’re explaining a task, you can ask, “Does that make sense? Should I explain it another way?”
  • Why It Works: Non-verbal cues can reveal when someone is struggling to understand, even if they don’t voice their confusion.

Break Information into Smaller Parts

  • Strategy: Provide information in smaller, manageable sections and confirm understanding after each part.
  • Example: When explaining a multi-step procedure, after each step, ask, “Is that clear so far?” or “Do you have any questions about this part before we move on?”
  • Why It Works: Breaking down complex information allows for more focused understanding and reduces the likelihood of overwhelming the listener.

Encourage Two-Way Communication

  • Strategy: Promote a back-and-forth exchange where both parties can ask and answer questions.
  • Example: “I just explained the feeding schedule—do you have any questions before we go over the cleaning routine?”
  • Why It Works: Encouraging a dialogue helps prevent one-sided communication and allows for real-time clarification.

Use Written Follow-Ups or Visual Aids

  • Strategy: Provide written summaries, diagrams, or checklists to reinforce verbal communication.
  • Example: After explaining a treatment plan for an animal, hand over a written document or checklist: “Here’s a copy of the feeding and medication schedule for the week.”
  • Why It Works: Having written or visual materials ensures there’s a tangible reference to check if something is forgotten, reinforcing understanding.

Confirm Agreement

  • Strategy: At the end of a conversation, ask if the other person agrees with the information discussed or has any concerns.
  • Example: “Does that all sound good to you? Anything you’d like to go over again?” or “Are we both clear on what’s happening next?”
  • Why It Works: This final check allows the person to express any doubts and ensures you both have a shared understanding.

Use Positive and Supportive Language

  • Strategy: Encourage openness by using positive reinforcement and being supportive when seeking confirmation.
  • Example: “It’s great that you asked about that—let’s go over the steps one more time to make sure we’re on the same page.”
  • Why It Works: Positive language encourages people to ask for clarification without embarrassment, promoting honest communication.

Use Scenarios or Hypotheticals

  • Strategy: Test understanding by posing hypothetical situations or scenarios based on the information shared.
  • Example: “Let’s say the dog refuses to eat its morning meal—what would be your next step based on what we discussed?”
  • Why It Works: Scenarios help ensure that the information is understood in a practical context and not just at a surface level.

Repeat Key Points at the End

  • Strategy: Summarise the main points at the end of the conversation to reinforce understanding.
  • Example: “Just to recap, we’re feeding Luna at 8 AM and 8 PM, giving her insulin after each meal, and watching her for any signs of low energy.”
  • Why It Works: Repetition of key points ensures they are clearly communicated and understood, reducing the chance of forgetting important details.

Use Simple Language

  • Strategy: Avoid using jargon or overly complex terms, especially when speaking to someone less experienced or new to the subject.
  • Example: Instead of saying, “You need to administer the injection subcutaneously,” you can say, “You’ll give the shot just under the skin.”
  • Why It Works: Simplified language ensures the listener understands, particularly if they are less familiar with technical terms.

 

Case Study

Female Veterinarian Inspecting a Pet Golden Retriever with a Stethoscope on an Examination Table. Dog Owner Brings His Furry Friend to a Modern Veterinary Clinic for a Check Up Visit

Emily, an experienced animal care supervisor at Happy Paws Animal Care, is working with Sam, a new staff member, to care for Bailey, a Labrador with severe allergies. Bailey is on a specific medication regimen and has dietary restrictions. Sam is responsible for ensuring Bailey gets the right medication and follows the correct feeding schedule. Since Sam is new to the facility, Emily needs to ensure that he fully understands Bailey’s care routine, including the timing of medication and dietary requirements.

Step by Step Interaction 

1. Providing Clear and Concise Instructions

Emily starts by explaining Bailey’s routine:

  • Emily: “Bailey takes his allergy medication twice a day—once at 7 AM and once at 7 PM. You’ll need to mix the pill with his food. Remember, he can’t have any grains, so you’ll give him the grain-free kibble with his medication.”

  • Why This Is Effective: Emily provides clear, straightforward instructions with specific times and feeding requirements.

2. Asking Open-Ended Questions

To ensure that Sam understands, Emily asks an open-ended question:

  • Emily: “Can you walk me through how you’ll handle Bailey’s feeding and medication tomorrow morning?”

  • Sam: “Sure, I’ll feed him at 7 AM with the grain-free kibble and mix his allergy pill into the food.”

  • Why This Is Effective: By asking Sam to explain the process, Emily confirms that Sam understands both the timing and the details of the care routine.

3. Paraphrasing for Clarification

Sam asks for clarification about the type of food to give Bailey:

  • Sam: “So, just to be clear, Bailey only eats the grain-free kibble, right? No treats or other food?”

  • Emily: “That’s right. No treats, just the grain-free kibble with his pill, both in the morning and evening.”

  • Why This Is Effective: Sam paraphrases what he understands about Bailey’s diet, allowing Emily to confirm or correct any misunderstandings.

4. Using the Teach-Back Method

Emily asks Sam to explain the medication process in detail:

  • Emily: “Can you show me how you’ll give Bailey his medication tonight?”

  • Sam: [Demonstrates using the pill and food] “I’ll place the pill in his food and make sure it’s mixed in well so he doesn’t notice. Then I’ll feed him at 7 PM.”

  • Why This Is Effective: By asking Sam to demonstrate, Emily ensures that Sam is comfortable with the process and can complete the task correctly.

5. Providing Written Instructions

Emily provides Sam with a written schedule for Bailey’s care:

  • Emily: “Here’s a written plan with Bailey’s feeding and medication times, plus a list of foods he can’t have. Keep this in the staff room so you can check it anytime.”

  • Why This Is Effective: The written plan serves as a reference to reinforce the verbal instructions, helping Sam remember the key details and reducing the chance of errors.

6. Confirming Understanding Through a Hypothetical Scenario

Emily checks Sam’s understanding by asking him to think through a potential issue:

  • Emily: “Let’s say Bailey refuses to eat his food in the morning. What would you do?”

  • Sam: “I would make sure the pill is mixed in properly and give him some time. If he still refuses to eat, I’d let you or another supervisor know.”

  • Why This Is Effective: By posing a scenario, Emily ensures that Sam understands how to respond to an unexpected situation and reinforces the importance of communication.

7. Non-Verbal Cues and Encouragement

As Sam prepares to give Bailey his evening meal, Emily notices that he seems a bit uncertain.

  • Emily: [Smiling and using a calm tone] “You’re doing great, Sam. Bailey’s care can seem complicated at first, but you’ve got this. Let me know if you need any help.”

  • Why This Is Effective: Emily’s supportive body language and positive words help Sam feel more confident, encouraging open communication if he’s unsure about anything.

8. Asking for Confirmation

After their conversation, Emily checks one last time to confirm Sam’s understanding:

  • Emily: “Are you comfortable with everything we discussed? Any questions about Bailey’s medication or diet?”

  • Sam: “I feel good about it. Thanks for explaining everything so clearly.”

  • Why This Is Effective: Emily’s final confirmation allows Sam to voice any last concerns, ensuring that they are both on the same page before proceeding with Bailey’s care.

By using a variety of communication strategies—such as summarising key points, asking open-ended questions, and providing written follow-ups—Emily ensures that Sam fully understands Bailey’s care routine. Sam feels confident in handling Bailey’s allergies and medication regimen, and Emily confirms that Sam knows how to respond to potential challenges. This leads to effective teamwork and high-quality care for Bailey.

Key Takeaways:

  • Clear, concise instructions are essential for complex tasks like medication administration.
  • Open-ended questions encourage the recipient to explain in their own words, which helps confirm understanding.
  • Teach-back methods allow the person receiving information to demonstrate their comprehension, reducing the risk of errors.
  • Written instructions serve as a useful tool to reinforce verbal communication.
  • Hypothetical scenarios help test practical understanding and prepare staff for unexpected situations.
  • Supportive communication and non-verbal cues help create a positive learning environment where team members feel comfortable asking for clarification.

 

Knowledge Check 

Communication via Email

At times in your role, you may need to communicate with different stakeholders via email. We have previously spoken about verbal and nonverbal communication; let's explore how to write an effective email and email etiquette. 

Good email etiquette is essential, especially in professional settings, where clear communication helps build trust and avoid misunderstandings. Here are some tips on email etiquette and a simple guide to writing effective emails:

Email Etiquette Tips

  • Use a Clear Subject Line: A concise subject line helps the recipient understand the purpose of your email. For example, “Update on Animal Enrichment Program” or “Request for Feedback on Case Studies.”

  • Greet the Recipient: Begin with a polite greeting, using their name if possible (e.g., “Hi [Name],” or “Dear [Name],”). This adds a personal touch and sets a respectful tone.

  • Be Concise and Clear: Keep your email focused on the main point. Use short paragraphs and bullet points if you need to cover multiple items, which helps with readability.

  • Professional Tone: Avoid overly casual language and emojis, especially in formal communications. Use polite language and avoid sarcasm or humour that could be misinterpreted.

  • Proofread Before Sending: Check for typos, spelling errors, and grammar issues. Read through your email to ensure it’s easy to follow and doesn’t have any mistakes.

  • Use a Closing Line and Signature: Wrap up with a closing line, such as “Thank you” or “Best regards,” followed by your name and, if appropriate, your job title and contact information.

  • Reply Promptly: Aim to respond to emails within 24–48 hours. If you need more time, a quick note to acknowledge receipt and let them know when you’ll respond fully is appreciated.

  • Avoid "Reply All" When Unnecessary: Only use “Reply All” if everyone on the email truly needs to see your response. It can clutter inboxes if not used thoughtfully.

 

How to Write an Email

Here’s a step-by-step guide to structuring a clear, polite, and effective email:

1. Subject Line

  • Example: "Request for Assistance with Animal Care Training Materials"

2. Greeting

  • Example: "Hi [Name]," or "Dear [Name],"

3. Opening Line (Purpose)

  • State why you’re reaching out right away. For instance:
  • Example: “I hope this email finds you well. I’m reaching out regarding the animal care training materials we discussed last week.”

4. Body (Details and Key Points)

  • Keep each paragraph or section focused on a single point. Use bullet points for clarity if listing items or instructions.
  • Example:
    • “I’ve reviewed the case studies and have a few updates I’d like to incorporate. Specifically:
      • Adjusting the scenarios to include more specific animal care procedures.
      • Adding a section on common behavioural signals for dogs and cats.”

5. Closing Line

  • End with a courteous line that fits the tone of your email:
  • Example: “Thank you for your time and assistance on this. Please let me know if you have any questions or need further clarification.”

6. Sign-Off

  • Example: "Best regards," or "Thank you,"
  • Your Name
  • Your Position (if applicable)

 

Sample Email

Subject: Request for Assistance with Animal Care Training Materials

Hi [Name],

I hope this email finds you well. I’m reaching out regarding the animal care training materials we discussed last week.

I’ve reviewed the case studies and have a few updates I’d like to incorporate. Specifically:

  • Adjusting the scenarios to include more detailed animal care procedures.
  • Adding a section on recognizing common behavioural signals for dogs and cats.

Thank you for your time and assistance on this. Please let me know if you have any questions or need further clarification.

Best regards,
[Your Name]
[Your Position]

Watch 

The next video explains some top Email Etiquette. 

 

A close view of a person typing on a keyboard

Document the source of information

When you use the information or provide it to another person, it is important to document the source, or origin, of the information. The information may be handy if you are away and another staff member needs to answer follow-up questions about a product or service details.

Make sure your documentation of the source is:

  • accurate
  • appropriate
  • stored in the correct file or location.

Documenting the source of information:

  • creates a record of what information was provided and when
  • acknowledges that the information is someone else’s or another organisation’s work, respecting their intellectual property rights
  • provides evidence of the information’s reliability
  • helps you or others find the resource again, should it need to be accessed in the future.

In most instances, when documenting the source of information, note down the:

  1. Title of the article, pamphlet, webpage, etc.
  2. URL (online resources), or include a copy or image of the physical resource
  3. A brief description of the purpose of the information or the original information need
  4. Date the information was provided.

 

Additionally, you can do the following: 

Identify the Type of Source

  • Verbal Sources: Information provided by colleagues, veterinarians, supervisors, or clients in meetings, phone calls, or in person.
  • Written Sources: Documents such as animal health records, treatment plans, textbooks, manuals, or memos.
  • Digital Sources: Online references, research papers, emails, or databases such as veterinary information networks.

Key Information to Include in Documentation

a. Verbal Sources:

When documenting verbal information:

  • Name of the Person: Include the full name and their role (e.g., veterinarian, supervisor, client).
  • Date and Time: Record when the information was given.
  • Context or Meeting: Briefly describe the context or meeting where the information was discussed.
  • Summary of Information: Provide a concise summary of the key points shared.
  • Confirmation of Understanding: Note any steps taken to clarify or confirm the information (e.g., “I summarised the medication plan and asked Dr. Smith to confirm.”).
  • Example:

Source: Dr. Sarah Lee (Veterinarian), Verbal communication Date: 12/10/2024, 9:30 AM Context: Weekly health check discussion for Bailey (dog). Information: Dr. Lee confirmed Bailey’s new allergy medication schedule—5 mg at 7 AM and 7 PM daily.

b. Written Sources:

When referencing written materials:

  • Author/Source: Note who authored the document (person or organisation).
  • Title of the Document: Include the full title of the document or form.
  • Date of Publication: The date when the document was published or the version used.
  • Relevant Sections/Pages: Specify any relevant sections or pages if it’s a longer document.
  • Example:

Source: Happy Paws Animal Care Handbook, Section 4: “Animal Feeding Guidelines.” Date: Revised July 2024. Information: Follow the grain-free diet guidelines for dogs with allergies, listed on page 23.

c. Digital Sources:

When documenting information from online or digital sources:

  • Author/Organisation: Name the person or organisation that published the information.
  • Title of the Webpage/Article: Include the title of the digital content.
  • Date: The date of publication or the date accessed (for online materials).
  • URL or Database Reference: For online sources, include the URL or the name of the database where the information was found.
  • Relevant Details: Include any key details or sections from the digital source.
  • Example:

Source: Australian Veterinary Association (AVA) Website, “Allergy Management in Dogs.” Date: Published August 2024, Accessed 12/10/2024. URL: www.ava.org.au/allergymanagement Information: Details on recommended medications for dogs with severe allergies.

Documenting in Logs or Reports

When documenting the source of information in daily logs, medical records, or observation reports:

  • Clear Attribution: Attribute the source of information directly where it’s mentioned in the document. For example:

Medication log (12/10/2024): - Information from Dr. Sarah Lee: Administer 5 mg of allergy medication at 7 AM and 7 PM for Bailey (dog).

  • Direct Quotes: If using a direct quote or exact information, use quotation marks and reference the source:

Observation Report: “Bailey is allergic to grains and must only be fed grain-free kibble,” as noted in the Happy Paws Animal Care Handbook, July 2024, Section 4.

  • Attach or Include References: In longer reports or case studies, include a reference list at the end with full citations for each source:

References: Australian Veterinary Association. (2024). Allergy Management in Dogs. Retrieved from www.ava.org.au/allergymanagement

Confirm and Cross-Check Information

Whenever possible, cross-check information from multiple sources to ensure accuracy:

  • Ask for Written Confirmation: After receiving verbal instructions, ask the person (e.g., veterinarian or supervisor) to provide written confirmation if possible, or document that verbal confirmation was provided.
  • Review Written Records: Verify the details from handbooks, manuals, or previous records to ensure consistency.
  • Use Trusted Sources: For digital information, only use trusted websites, veterinary journals, or databases that provide reliable, up-to-date information.

Best Practices

  • Date Every Entry: Ensure every documented source is dated for accurate record-keeping.
  • Be Consistent: Follow a consistent format for citing and referencing sources across logs, reports, and records.
  • Maintain Confidentiality: Ensure sensitive information, such as medical records or client details, is kept confidential and only shared with authorised personnel.

 

Example: Document the source of information

A client asked you to find information about adopting a kitten in Alice Spring, NT. You provided them with information from the Alice Springs Animal Shelter and documented the source in their file, as follows:

Alice Springs Animal Shelter (http://www.alicespringsanimalshelter.com.au/) Kitten adoption info. 25/11/2022.

The best method to ensure the accuracy of your documentation is to record the sources as you find and use them. If you remember to document the source at the time of use, you will save yourself time and the hassle of having to go back to look for it later (UNSW Sydney NSW 2022).

Only enter information that is appropriate, such as what food the owner has requested information about and the information you provided. Keep it clear and concise. You do not need to take extensive notes about your interaction with the client or team member.

Every animal care facility will have different methods and technology for recording information. You will need to learn the procedures and systems that relate to your organisation in terms of what information should be recorded, as well as how and where. Clarify and confirm with your supervisor what exactly is required.

Most organisations use computer-based, online software or a mobile application for their record-keeping. A few workplaces may still use a paper-based record keeping system. Always document your notes on the correct file. If you are at all unsure of the requirements relating to recording procedures, systems and technology, discuss these with your supervisor.

Activity: Puppy school

You work as a receptionist at a Greencross Vet clinic. A client calls the clinic and asks for the following information regarding puppy school:

  1. Which type of course is most suitable for a 6-month-old puppy?
  2. How long are the classes, and how many classes are in a course?

You go to Greencross Puppy and Dog Training website to answer their questions and make a note in the client file to document the source of information.

Answer the following questions and select each question to check if you were correct.

Answer: Beginner classes

Answer: One hour per week, over 5 weeks

Answer: Puppy and Dog Training

Answer: Greencross Vets

Answer: The URL for the website: https://www.greencrossvets.com.au/services/puppy-training-dog-training/

Knowledge Check 

Case Study

At Happy Paws Animal Care, a new dog named Rex, a 9-year-old Labrador Retriever, is brought in for long-term care. Rex has been diagnosed with arthritis and requires daily medication, along with a special exercise routine. Emily, the facility manager, needs to communicate the treatment plan to Jane, a staff member, and ensure everything is documented accurately.

Step 1: Receiving Information from the Veterinarian

Emily receives a call from Dr. Sarah Lee, Rex’s veterinarian, regarding Rex’s new treatment plan. Dr. Lee provides the following details:

  • Rex requires 50 mg of a prescribed anti-inflammatory medication once daily.
  • The medication should be given in the morning, ideally with food.
  • Rex needs light exercise twice daily (e.g., 10-minute walks), avoiding stairs or overly strenuous activity.

Emily takes notes and documents the verbal communication as follows:

  • Source: Dr. Sarah Lee (Veterinarian), Verbal Communication
  • Date: 24/10/2024, 10:00 AM
  • Context: Phone conversation regarding Rex’s arthritis treatment plan.
  • Information: Dr. Lee prescribed 50 mg of anti-inflammatory medication to be given with food in the morning, along with a light exercise routine (10-minute walks, twice daily). Avoid stairs and heavy activity.
  • Confirmation: I paraphrased the instructions to Dr. Lee to confirm accuracy, and she confirmed it was correct.

Step 2: Writing a Medical Log Entry

Emily creates a medical log entry for Rex, based on the verbal communication, and includes a request for written confirmation from the veterinarian:

  • Medical Log Entry for Rex (24/10/2024):
    Medication: 50 mg of anti-inflammatory medication once daily, given with food in the morning.
    Exercise: Two light 10-minute walks daily, no stairs or heavy exercise.
    Source: Information provided by Dr. Sarah Lee during a phone call at 10:00 AM. Awaiting written confirmation.

Step 3: Receiving and Documenting Written Confirmation

Later that day, Dr. Lee emails Emily the official treatment plan in writing. Emily prints the email and stores it in Rex’s medical file. She also updates the medical log to reflect the written source.

  • Updated Medical Log Entry for Rex (24/10/2024):
    Medication: 50 mg of anti-inflammatory medication once daily, given with food in the morning.
    Exercise: Two light 10-minute walks daily, no stairs or heavy exercise.
    Source: Written confirmation from Dr. Sarah Lee (Email), received 24/10/2024.
    Document Attached: Dr. Lee’s email with full treatment details, stored in Rex’s file.

Step 4: Informing and Confirming Understanding with Staff

Emily holds a meeting with Jane, the staff member responsible for Rex’s daily care, to review the treatment plan. During the meeting, Emily ensures that Jane understands by summarising the plan and asking open-ended questions:

  • Emily: “So Rex needs his medication in the morning, with food, and we’ll take him on short walks twice a day. Can you explain how you’ll manage this routine tomorrow morning?”
  • Jane: “I’ll give him his anti-inflammatory medication with breakfast, then take him for a 10-minute walk. I’ll avoid any stairs and keep an eye on his movement.”

Emily documents the conversation to confirm that the information has been passed on accurately:

  • Source: Verbal communication with Jane during staff meeting (24/10/2024, 1:00 PM).
  • Summary: I explained Rex’s medication and exercise routine, and Jane confirmed her understanding by describing how she will implement the plan.
  • Action Taken: Jane will follow the plan from tomorrow morning.

Step 5: Continuous Documentation and Monitoring

Over the next week, Jane documents Rex’s medication administration and exercise in the daily log. She makes notes about Rex’s condition and any side effects, ensuring that every step is recorded.

  • Daily Log Entry for Rex (25/10/2024):
    7:30 AM: Gave 50 mg anti-inflammatory medication with breakfast.
    8:00 AM: Took Rex for a 10-minute walk, no issues. Avoided stairs.
    Source: Information from Dr. Sarah Lee’s written plan (see email on file, 24/10/2024).

Step 6: Reporting Back to the Veterinarian

After one week, Emily emails Dr. Lee a summary of Rex’s progress, based on Jane’s log entries, and requests any updates to the treatment plan.

  • Source: Daily log entries from 25/10/2024 to 01/11/2024, documenting medication and exercise.
  • Summary Sent to Dr. Lee: Report on Rex’s progress for further advice.

Outcome:

By documenting the source of information every step of the way—both verbal and written—Emily ensures that Rex’s treatment plan is followed accurately. The consistent record-keeping allows for smooth communication with both the veterinarian and the staff, providing clear references to the source of all treatment-related instructions.

 

Key Takeaways:

  • Verbal communication was carefully noted, confirmed, and followed up with written documentation.
  • The medical log included both verbal and written sources, ensuring traceability of information.
  • Staff understanding was confirmed through open-ended questions and documented in logs.
  • Continuous monitoring and documentation allowed for effective communication with the veterinarian about Rex’s progress.

 

Documenting Sources and Referencing

Top view of the workspace and office of a female translator working on a document and checking some references

Documenting sources and referencing are critical skills in professional and academic settings. Proper referencing acknowledges the original authors of information, helps avoid plagiarism, and allows others to trace sources. Here’s a step-by-step guide for documenting sources and using references effectively:

1. Types of Referencing Styles

  • APA (American Psychological Association): Common in social sciences.
  • MLA (Modern Language Association): Often used in humanities.
  • Harvard: Popular in various fields for its simplicity.
  • Chicago/Turabian: Used in history, business, and the arts.
  • Vancouver: Common in medical and scientific papers.

Choose the style recommended by your institution or workplace. For example, the APA style is often used in animal care fields in academic contexts.

2. Elements of a Citation

Regardless of style, most citations include the following information:

  • Author(s): Who created the work? Use last names and initials.
  • Title: What is the name of the work?
  • Publication Date: When was it published?
  • Source: Where can it be found (e.g., journal, website, book)?
  • Additional Details: Include volume numbers, page numbers, and URLs if needed.

3. Documenting Different Source Types

Here’s how to document common types of sources:

  • Book:

    • APA: Author(s). (Year). Title of the book. Publisher.
    • Example: Smith, J. (2020). Veterinary essentials. Animal Care Press.
  • Journal Article:

    • APA: Author(s). (Year). Title of the article. Journal Name, Volume(Issue), Page range. DOI or URL (if available).
    • Example: Brown, R., & Grey, M. (2021). Parasite prevention in household pets. Journal of Animal Care, 14(3), 45-52. https://doi.org/10.1234/jac.2021.003
  • Website:

    • APA: Author(s). (Year, Month Day). Title of the page. Website Name. URL
    • Example: RSPCA Australia. (2022, June 10). Tips for keeping pets healthy. RSPCA Knowledgebase. https://www.rspca.org.au/knowledgebase/

4. In-Text Citations

  • APA In-Text Citation: Include the author’s last name, publication year, and page number (for direct quotes).
    • Paraphrasing: (Smith, 2020)
    • Direct Quote: (Brown & Grey, 2021, p. 47)

5. Reference List or Bibliography

  • The reference list appears at the end of your document and contains full citations for each source.
  • Arrange entries alphabetically by the author’s last name.
  • Use a hanging indent (indent the second and subsequent lines) to format each entry.

6. Referencing Tips for Online Sources in Animal Care

  • Check Credibility: Use reputable sources like academic journals, government sites, and recognized animal care organizations (e.g., RSPCA).
  • Use Permanent Links: When citing online materials, use DOI links or stable URLs to ensure sources remain accessible.
  • Consult Style Guides: Style manuals (such as the APA manual) offer detailed guidance on how to cite various source types.

7. Using Reference Management Tools

Tools like Zotero, EndNote, and Mendeley can help automate citations, making it easier to organize and format references. Many of these tools offer plugins for word processors, allowing you to insert citations and create a reference list automatically.

Example Reference List (APA Style)

Here’s how a reference list might look in APA format:

Reference List

 

With these steps, you can create clear, organized, and properly formatted references, enhancing the quality and credibility of your work.

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