If a veterinary staff member is under direct supervision, that means:

the veterinarian is in the hospital with them

Which is an example of good body language?

Keeping your hands out of your pockets

The first and most important responsibility in veterinary medicine is:

putting the needs of the pt 1st to relieve suffering & pain

Which of these should you never do in a workplace?

Spread rumors, Publically (especially online) berate your employer, Gossip, Publically berate your coworkers

What does IACUC stand for?

institutional animal care and use committee

Which career(s) require a state and national board exam as part of their certification?

veterinarian, veterinary technician

The front desk is really important because:

they are well versed in proper communication with clientele, are experts in proper customer service, are the first thing customers see, they are the last place that customers interact

A vet with a DVM/MPH degree is:

likely going to work in a public health related field

To avoid a lawsuit, it's important all members of the vet facility ensure that:

all conversations, phone calls, tx, etc. are documented

The VA ensures the vet and vet tech can:

complete their tasks efficiently

An IACUC should consist of at least:

one vet, one scientist, one non scientist, one non employee

Front desk personnel are tasked with:

keeping the reception area clean, communicating in a positive and confident manner, copying, faxing, and emailing docs, scheduling apts at the correct time and with the correct Dr

Verbal skills include:

using terms that are easy to understand, acknowledging what the client said, avoiding words such as "um" and "like", using proper tone

What is the front desk?

desk where the receptionists work

Where is veterinary medicine in need?

private practice, government agencies, corporations, universities

It is important to understand each position in the hospital to:

anticipate material prep and work to be done

A vet that has not examined your pet in person is _______

not allowed to diagnose the pet's condition or prescribe tx

can help detect and prevent disease in an animal

Which should do this with regards to the human-animal bond?

understand, respect and encourage

A lack of emotion on a client's part after the loss of the animal

does not necessarily mean they do not care

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NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration1,337 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

1
A vet is expected to provide ____ during emergency situations.
minimal essential care
nothing
full service treatment covered out of his/her pocket
a simple hello and nothing else
2
This is a method of nonverbal communication using physical behavior.
visual communication
auditory communication
written communication
body language
3
Veterinary nurses are not allowed to:
administer treatment under the supervision of a Dr
diagnose
act as an anesthetist
educate clients
4
This is a team member that helps to assist vets and vet techs with their roles in the clinic.
receptionist
veterinary nurse
hospital manager
veterinary assistant
5
If a veterinary staff member is under direct supervision, that means:
the veterinarian is in the same room as them
the veterinarian is in the hospital with them
the veterinarian is available by phone
the veterinarian is watching over their shoulder
6
Which is an example of good body language?
Crossing your arms
Looking away all of the time
Clenching your jaw
Keeping your hands out of your pockets
7
Veterinary technicians are a lot like:
veterinary nurses
office managers
none of these
veterinary assistants
8
The first and most important responsibility in veterinary medicine is:
putting the needs of the pt 1st to relieve suffering & pain
practicing below the standards of care
giving copies of medical records to clients
avoiding slander
9
Team members that are tasked with feeding, walking, and cleaning boarding facilities are:
kennel assistants
residents
janitors
maintenance personnel
10
What is a carcinogen?
A cancer causing agent
An asthma causing agent
A dermatitis causing agent
A zoological agent
11
Which of these should you never do in a workplace?
Spread rumors
Publically (especially online) berate your employer
Gossip
Publically berate your coworkers
12
A valid VCPR cannot occur without the vet ____ examining the animal.
virtually
physically
telepathically
telephonically
13
What does IACUC stand for?
institutional animal care and utility committee
institutional animal care and use committee
institutional animal compliance and use committee
institutional animal care and use compliance
14
Which career(s) require a state and national board exam as part of their certification?
veterinarian
veterinary technician
veterinary assistant
office manager
15
The art and science of providing medical support to veterinarians and patient is called:
veterinary medicine
veterinary technicianry
veterinary technology
veterinary assisting
16
The front desk is really important because:
they are well versed in proper communication with clientele
are experts in proper customer service
are the first thing customers see
they are the last place that customers interact
17
Stage of grief where a person wants to help in a situation for giving something in return
anger
depression
bargaining
acceptance
18
A vet with a DVM/MPH degree is:
a diplomat of a college
able to treat animals and people
a specialist in cardiology
likely going to work in a public health related field
19
To avoid a lawsuit, it's important all members of the vet facility ensure that:
all drugs are locked in the drug cabinet
all clients sign an estimate form
all conversations, phone calls, tx, etc. are documented
all clients sign a consent form
20
In some states, it is not only an ethical obligation, but a legal obligation to report:
animals that are verbally chastised by their owners
the humane treatment of animals
owners forgetting to come in for an appointment
animal abuse
21
A medical practitioner trained and licensed to diagnose and treat animals is known as a:
physician
veterinarian
veterinary technician
nurse
22
The VA ensures the vet and vet tech can:
prescribe medications
clean the floor
clean a cage
complete their tasks efficiently
23
An IACUC should consist of at least:
one vet, one scientist, one human dr, and a lawyer
one vet, one human dr, one non-scientist, and a non employee
one vet, one scientist, one non scientist, one non employee
one vet, one scientist, on non scientist, one human dr
24
Which is the customer in the veterinary hospital?
the client
the veterinary team
the patient
all of these
25
The clinic you work in has one vet on staff,Rebecca Clause. How should you address her?
Dr Clause
Rebecca
Dr Becca
Clause
26
Exhaustion from long term stress can lead to an uncaring attitude towards patient care
burnin
Caregiver eustress
none of these
burnout
27
A graduate of a 4 year AVMA vet technology program that graduates with a bachelors degree is a:
veterinary assistant
veterinarian
veterinary technologist
veterinary technician
28
Veterinarians that are studying advanced clinical or surgical medicine in a hospital are:
interns and residents
externs and residents
kennel assistants
volunteers
29
Front desk personnel are tasked with:
keeping the reception area clean
communicating in a positive and confident manner
copying, faxing, and emailing docs
scheduling apts at the correct time and with the correct Dr
30
Who sets the standards for veterinary medical ethics?
ASPCA
AAHA
PETA
AVMA
31
This person usually has a grad degree in business & is responsible for leading vets and staff
veterinary nurse
receptionist
office manager
hospital administrator
32
A vet with a DVM/PhD is someone who
none of these
spent less time in school than someone with a DVM
is seeking to go into research
is trying to become a human doctor
33
Some vets work in medical schools where they are involved in study of dz. This is known as:
intraspecies medicine
lab animal medicine
interspecies medicine
comparative medicine
34
Verbal skills include:
using terms that are easy to understand
acknowledging what the client said
avoiding words such as "um" and "like"
using proper tone
35
Person that is responsible for direct oversight of the receptionist is the:
practice manager
medical director
office manager
hospital administrator
36
When choosing appearance which must be considered?
patient and personal safety
potential for disease transmission
ability to move effectively
all of these
37
What is the front desk?
desk where the receptionists work
reception area where doctors work
area at the back of the hospital near the treatment rooms
desk outside the front of the hospital
38
An oncologist is a doctor that specializes in:
arthritis
cancer
heart problems
neurological issues
39
Where is veterinary medicine in need?
private practice
government agencies
corporations
universities
40
It is important to understand each position in the hospital to:
anticipate material prep and work to be done
place a catheter if the tech is busy
step in and perform surgery
diagnose disease
41
A vet that has not examined your pet in person is _______
not allowed to diagnose the pet's condition or prescribe tx
allowed to diagnose and treat the patient
able to prognose the final outcome of treatment
allowed to diagnose, but not treat the patient
42
Groomers
are good at diagnosing lumps by looking at them
can help detect and prevent disease in an animal
only make animals look pretty
are trained to treat animals
43
A veterinarian is a person that has earned which degree?
PhD
DDS
MBA
DVM or VMD
44
Which should do this with regards to the human-animal bond?
understand, reconstruct and interfere
respect, tolerate and undermine
encourage, critique and judge
understand, respect and encourage
45
A kennel worker just let a dog get loose, and it was HBC. Who's legally liable for that action?
veterinarian
kennel worker
the hospital owner
driver of the car
46
Which legal document would specify rules and regs for vets and techs?
veterinary practice act
government law
statutory law
AVMA
47
Which is the basic expectations of all employees?
adhere to policies and procedures
all of these
ability to work with others
follow directions
48
A lack of emotion on a client's part after the loss of the animal
all of these
does not necessarily mean they do not care
probably means they did not view their pet as a child
always means they are cold and uncaring
49
Vet that provides guidance & leadership to medical staff to ensure the highest quality of care
office manager
hospital manager
medical director
hospital administrator
50
Liability means:
legally not responsible
legally responsible
lying
a failure to perform what is necessary
51
What is the last stage of grief?
bargaining
anger
acceptance
denial
52
What is the first stage of grief?
denial
anger
acceptance
bargaining
53
A graduate of a 2-3 year AVMA accredited program in veterinary technology is a:
veterinary assistant
veterinarian
veterinary technician
veterinary technologist
54
Professionalism does NOT include:
professional appearance
professional grooming
professional language
loss of temper
55
Individuals that maintain proper hygiene of animals are called:
groomers
kennel assistants
shelter volunteers
externs
56
Science of protecting community health by preventing dz, through education, and controlling dz
zoonotic health
veterinary health
public health
community health
57
It is important to maintain the medical record by:
making incomplete entries
making prompt entries in pencil
making prompt entries in ink
not entering your tasks
58
What does the DEA regulate?
animal welfare
national veterinary compliance
controlled pharmaceuticals
pharmaceuticals and supplements that enter into food animals
59
What is the purpose of the Veterinary Practice Act?
enforce veterinary rules for staff
state regulations for all veterinary professionals
enforce veterinary rules for pet owners
regulate pharmaceuticals
60
The business manager does NOT do this:
schedule employees
order equipement
perform surgery
pay bills
61
Attitude and behavior are important to be successful. Your attitude can have an affect on:
all of these
yourself
client and patients
co-workers
62
The ___ tx of animals is to tx them in a way that causes the least amount of harm
abusive
inhumane
humane
human
63
The AWA, from which the IACUC derives legal authority, is the:
animal welfare act
american welfare association
animal wrights act
american welfare act
64
Front desk staff should never:
provide a medical prognosis
prescribe medication
treat
diagnose
65
Purposeful harm to an animal, or the failure to take care of an animal properly
animal abuse
animal welfare
animal rights
humane animal treatment
66
These are rules and principals that govern proper conduct:
Rules
Dos and Don'ts
VA instructor rules
Ethics
67
Which is needed before we do anything for the pet?
veterinarian-client- patient relationship
technician-veterinarian-assistant relationship
technician-veterinarian-client relationship
veterinarian-patient-technician relationship
68
When hiring a person, which of these questions would be appropriate to ask?
all of these answers are correct
what qualities and skills would you bring to our clinic
what is your religion
do you have children
69
Doing and saying the right thing at the right time is known as:
courtesy
tact
kindness
empathy
70
Protection of animals from inhumane treatment and neglect is known as:
veterinary welfare
animal rights
animal welfare
biomedical warfare
71
One of the most important aspects of professional conduct is punctuality, or:
Compassion
Punctuation
Timeliness
Courtesy
72
After a client stops speaking it's important that you:
Briefly acknowledge what they said
Repeat, word for word, everything they just said
Ignore anything they said that sounds sad or angry
Leave the room without saying anything
73
Which is an example of bad body language?
Nodding
Smiling when appropriate
Looking at your watch
Looking at the person speaking
74
A diplomate is a:
board-certified specialist
professor
researcher
general practicioner
75
Having the ability to understand another person's feelings is called:
kindness
empathy
patience
tact
76
What does the FDA regulate?
animal welfare
controlled drugs
Pharmaceuticals and supplements that enter into food animals
veterinary practices for the nation

NAVTA Study Guide 2: Communication and Client Relations Flashcards | StudBud