Communication is a cornerstone of effective therapy, and as practitioners, honing this skill can significantly impact client outcomes. A recent study titled "Analysis of Final Year Veterinary Students’ Telephone Communication Skills at a Veterinary Teaching Hospital" sheds light on the importance of telephone communication, offering valuable insights that can be applied across various fields, including online therapy.
The study focused on analyzing the telephone communication skills of final-year veterinary students, revealing both strengths and areas needing improvement. Key findings from the research indicated that while students excelled in identifying the patient and purpose of the call and using professional language, they struggled with providing structure and incorporating core communication skills.
Key Findings from the Research
- Students were proficient in identifying the patient and purpose of the call.
- Professional language was used effectively.
- Students needed improvement in providing call structure, such as explaining the purpose, summarizing, and reiterating next steps.
- Core communication skills like open-ended questions, reflective listening, and empathy were underutilized.
Implementing These Findings in Online Therapy
For practitioners in online therapy, these findings highlight the importance of structured and empathetic communication. Here are some actionable steps to enhance your telephone communication skills:
- Identify and Introduce Yourself Clearly: Begin each call by clearly stating your full name and role. This establishes your identity and builds trust with the client.
- Provide Structure to the Call:
- Explain the Purpose: Clearly state why you are calling and what topics will be covered.
- Summarize and Reiterate: At the end of the call, summarize the discussion and reiterate any next steps or instructions.
- Incorporate Core Communication Skills:
- Ask Open-Ended Questions: Encourage clients to share more by asking questions that cannot be answered with a simple 'yes' or 'no'.
- Practice Reflective Listening: Show that you are actively listening by paraphrasing what the client says and reflecting their feelings.
- Express Empathy: Acknowledge the client's emotions and show understanding and compassion.
Encouraging Further Research and Training
While this study provides a foundation, further research and training are essential for continuous improvement. Consider these additional steps:
- Seek Feedback: Regularly ask for feedback from clients and colleagues to identify areas for improvement.
- Participate in Training Programs: Engage in professional development opportunities focused on communication skills.
- Practice Regularly: Like any skill, communication improves with practice. Role-playing scenarios can be particularly effective.
Conclusion
Effective telephone communication is crucial for practitioners in online therapy. By implementing the findings from the veterinary students' study, you can enhance your communication skills, leading to better client outcomes. Remember, structured and empathetic communication builds trust and fosters a positive therapeutic relationship.
To read the original research paper, please follow this link: Analysis of Final Year Veterinary Students’ Telephone Communication Skills at a Veterinary Teaching Hospital.
