Honing Communication Skills

We have discussed a possible framework (SPIKES) for delivering bad news. There are approaches that you can use and develop to effectively communicate with your clients and colleagues.

Select each approach to learn the details.

Active Listening

Nonverbal Communication – Body Language

Think for a Moment

Stephen brought Sam, a seven-year-old Golden Retriever to see his vet. Stephen explains that Sam is now tiring easily and doesn’t seem to be his normal self.

The final straw was when Sam started having a nosebleed. Because of his age and breed the Vet has screened Sam for Hemangiosarcoma.

Unfortunately, X-rays show what appear to be tumours that have spread to the spleen, heart and liver. They look quite advanced and the prognosis isn’t good.

The Vet, Mary, sits down with Stephen to discuss treatment options. She explains that treatment at this advanced stage of Sam’s illness is unlikely to be successful.

Stephen gets agitated and starts pacing around the room. Mary asks Stephen to sit down. However, Stephen continues to get more agitated and accuses Mary of lying about Sam’s condition.

Think about how you would manage this situation.