What do you notice about the client's words, non-verbals, actions and behaviors?

What does this make you wonder?

What/how might the client be feeling during the consultation?

What do you notice about Dr. Graves' words, non-verbals, actions and behaviors?

What does this make you wonder?

How would you feel about having Dr. Graves as a colleague?

Belief that the vet is only for when the patient becomes sick

Exam room for forty-five minutes without being checked in on

• Irritated, scared

  • The dog has had two episodes while in the room

Lack of explanations when advising vaccinations

No staff member has come into check

Fiji already had two episodes

Vet seems to be distracted and keeps answering his phone during the appointment

Does not introduce himself properly

Vet does not seem to take the client's concerns seriously and says that "Fiji will be fine" when he first enters the room

Vet seems to be sassy when receiving history from client

Vet does not get patients name right and acts like it is not a big deal

Vet seems judgmental on vaccines not given and client seems frustrated from lack of understanding

Baiting behavior from the doctor

No introduction from the doctor

• Does not establish a rapport with the client

Texting while in the room, answering calls while in the room

• All of these interactions can make the client feel not listened to

Incorrect patient name used

• No rapport

• Client may lack trust in the doctor

  • Less likely to act on recommendations

Hurriedly talking, sighing, closed off body posture, talking got softer as she didn't know what the doctor was talking about

Likely had preconceived complaints about the doctor as her frustration had been building from waiting an extensive time in the waiting room with no check-in

Frustrated, annoyed, worried, embarrassed, guilty

the veterinarian was dismissive, rude and derogatory towards the client and the patient

Dr. Graves does not seem to be very patient

D is anxious and is frustrated

the client makes an effort to communicate even when cut off, client starts to withdraw a bit

i wonder how the client is feeling, and if they are having a good relationship with the dr.

frustrated/unheard

Distracted, having secondary conversations, repeating questions, dismissive, not facing the client, barely looking at the client

What was the situation before coming into the exam room? What other situation is he juggling right now?

I would feel frustrated and concerned having Dr. Graves as a colleague. He did not provide customer service or attempted to bond with the client and establish a connection. If he needed help, he should ask his colleagues

short, not client friendly, distracted

does he have compassion for the client

i would not feel good having him as a colleague because he may be efficient but does not have a good bedside manner