References
Can communication in farm animal veterinary practice be improved through a focus on the non-verbal element? A clinical forum
Abstract
As farm veterinary surgeons, we are in the position of needing to communicate our information, ideas and feelings about animal health and welfare with our farmer clients. Studies looking at communication in the healthcare and companion animal veterinary profession show that effective communication skills help achieve a positive client/patient interaction and outcome, including satisfaction levels. Communication has three elements: verbal, non-verbal and paraverbal. Non-verbal communication conveys more effectively than the other two elements how we feel about and our attitudes towards a situation and person. Having a better understanding of non-verbal communication, as part of an overall approach to improving communication skills, could therefore help veterinary surgeons have better interactions with their farmers, leading to a more satisfying relationship for both parties. Research ongoing at the University of Nottingham and Bristol is aiming to establish a methodology to measure non-verbal parameters in the farmer-vet interaction using GoPro cameras.
Communication is the exchange of information, ideas and feelings. There are three elements; verbal (written and spoken words), paraverbal (includes pitch, volume, intonation, emphasis, handwriting style) and non-verbal (includes facial expression, touch, body positioning, gestures, body adornment). Non-verbal communication (NVC) involves the exchange of ideas, feelings and information without the use of words; it provides clues to the attitude and feelings behind the words being spoken.
How important is the non-verbal element? Results from two studies conducted by Mehrabian (1971), suggested that the expression of attitudes and feelings comprised 55% NVC, with the verbal and paraverbal elements accounting for only 7% and 38% respectively of their overall communication (Figure 1). Navarro (2008) highlighted the importance of recognising people's non-verbal messages, as conveyed by their clothes, hairstyle, personal hygiene and general appearance, which imparts information about their personal and social identity. The need for a comprehensive understanding of and education in NVC skills is therefore important to help us better understand who we are talking to and how we can improve our ability to exchange ideas, information and feelings (Figures 2 and 3) (Hasson, 2012).
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