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:
- Do I need to clarify and confirm the accuracy and suitability of the information from an appropriate team member?
- 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
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2. Be Clear and Concise
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3. Provide Written Documentation
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4. Active Listening and Feedback
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5. Adapt to Different Communication Methods
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6. Be Empathetic and Supportive
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7. Consistency in Communication
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8. Follow-Up and Continuous Support
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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.
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
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2. Use Active Listening Techniques
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3. Clarify Specific Details
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4. Confirm by Asking for a Recap
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5. Provide Written Instructions or Checklists
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6. Break Down Complex Information
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7. Use Visual Aids or Demonstrations
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8. Check for Non-Verbal Cues
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9. Use Confirmation Statements
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10. Provide Opportunities for Questions
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11. Follow Up on Key Actions
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12. Repeat Important Information
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Watch
Case Study
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:
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Communication Breakdown
Initial Briefing by Anna: Anna explains the routine verbally to Samantha:
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:
Samantha responds:
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:
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:
Samantha responds:
Anna explains further:
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.
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Samantha Repeats the Instructions: Anna asks Samantha to recap the routine one more time to confirm that she fully understands:
Anna smiles and confirms:
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Following Up After the Task: The next morning, Anna checks in with Samantha to see how the routine went:
Samantha responds:
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.
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:
- 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
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 InstructionsSarah starts by explaining Luna’s care routine to Max:
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2. Active ListeningMax listens carefully and asks for clarification:
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3. Asking for ClarificationMax is unsure about how to handle the syringe and asks for clarification:
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4. Non-Verbal CommunicationSarah demonstrates the injection technique using a training dummy cat:
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5. Empathy and UnderstandingSarah notices that Max looks a little anxious about giving the injection.
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6. Open-Ended QuestionsAfter explaining Luna’s care, Sarah checks Max’s understanding by asking:
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7. Providing Written Follow-UpSarah provides Max with a written care plan for Luna:
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8. Tone of VoiceWhen Max practices the injection on Luna for the first time, Sarah uses a calm, reassuring tone:
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9. Summarising Key PointsBefore finishing, Sarah summarises the important details:
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10. Providing Constructive FeedbackAfter Max gives Luna her first injection, Sarah offers feedback:
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11. Adaptability in Communication StyleWhen another volunteer, Jess, who has no experience with medical care, asks about Luna’s condition, Sarah adapts her explanation:
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12. Timely CommunicationLater in the day, Max notices Luna seems unusually tired after her evening injection. He immediately informs Sarah:
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13. Encouraging Two-Way CommunicationSarah thanks Max for keeping an eye on Luna and encourages him to stay communicative:
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14. Positive LanguageAt the end of the day, Sarah checks in with Max:
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15. Cultural SensitivityThe 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:
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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
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
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Ask Open-Ended Questions
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Use the “Teach-Back” Method
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Ask for Specific Examples
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Use Non-Verbal Cues
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Break Information into Smaller Parts
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Encourage Two-Way Communication
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Use Written Follow-Ups or Visual Aids
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Confirm Agreement
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Use Positive and Supportive Language
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Use Scenarios or Hypotheticals
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Repeat Key Points at the End
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Use Simple Language
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Case Study
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 InstructionsEmily starts by explaining Bailey’s routine:
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2. Asking Open-Ended QuestionsTo ensure that Sam understands, Emily asks an open-ended question:
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3. Paraphrasing for ClarificationSam asks for clarification about the type of food to give Bailey:
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4. Using the Teach-Back MethodEmily asks Sam to explain the medication process in detail:
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5. Providing Written InstructionsEmily provides Sam with a written schedule for Bailey’s care:
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6. Confirming Understanding Through a Hypothetical ScenarioEmily checks Sam’s understanding by asking him to think through a potential issue:
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7. Non-Verbal Cues and EncouragementAs Sam prepares to give Bailey his evening meal, Emily notices that he seems a bit uncertain.
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8. Asking for ConfirmationAfter their conversation, Emily checks one last time to confirm Sam’s understanding:
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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:
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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 |
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How to Write an Email |
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Here’s a step-by-step guide to structuring a clear, polite, and effective email: 1. Subject Line
2. Greeting
3. Opening Line (Purpose)
4. Body (Details and Key Points)
5. Closing Line
6. Sign-Off
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Sample Email |
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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:
Thank you for your time and assistance on this. Please let me know if you have any questions or need further clarification. Best regards, |
Watch
The next video explains some top Email Etiquette.
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:
- Title of the article, pamphlet, webpage, etc.
- URL (online resources), or include a copy or image of the physical resource
- A brief description of the purpose of the information or the original information need
- Date the information was provided.
Additionally, you can do the following:
Identify the Type of Source
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Key Information to Include in Documentationa. Verbal Sources:When documenting verbal information:
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:
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:
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 ReportsWhen documenting the source of information in daily logs, medical records, or observation reports:
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).
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.
References: Australian Veterinary Association. (2024). Allergy Management in Dogs. Retrieved from www.ava.org.au/allergymanagement |
Confirm and Cross-Check InformationWhenever possible, cross-check information from multiple sources to ensure accuracy:
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Best Practices
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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:
- Which type of course is most suitable for a 6-month-old puppy?
- 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 VeterinarianEmily receives a call from Dr. Sarah Lee, Rex’s veterinarian, regarding Rex’s new treatment plan. Dr. Lee provides the following details:
Emily takes notes and documents the verbal communication as follows:
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Step 2: Writing a Medical Log EntryEmily creates a medical log entry for Rex, based on the verbal communication, and includes a request for written confirmation from the veterinarian:
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Step 3: Receiving and Documenting Written ConfirmationLater 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.
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Step 4: Informing and Confirming Understanding with StaffEmily 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 documents the conversation to confirm that the information has been passed on accurately:
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Step 5: Continuous Documentation and MonitoringOver 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.
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Step 6: Reporting Back to the VeterinarianAfter 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.
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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:
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Documenting Sources and Referencing
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
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 CitationRegardless of style, most citations include the following information:
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3. Documenting Different Source TypesHere’s how to document common types of sources:
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4. In-Text Citations
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5. Reference List or Bibliography
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6. Referencing Tips for Online Sources in Animal Care
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7. Using Reference Management ToolsTools 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
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With these steps, you can create clear, organized, and properly formatted references, enhancing the quality and credibility of your work.