What are the Benefits of Applying the Four-Stage Model?

Veterinary health care practitioners and team members can definitely learn how to recognize and respond to client differences. Applying the simple four-stage process outlined here can improve quality of doctor–client and staff–client communication, client satisfaction, client follow-through, and actual pet health outcomes.

Adherence: Communication for Committed Action

Encouraging clients to follow your clinical recommendations
The subject of adherence (more commonly referred to as compliance within the veterinary profession) has been a hot topic recently. The use of the term “adherence” is more commonly used in human health care to refer to communicating with patients for committed action. While “compliance” has enjoyed more widespread use within veterinary medicine, in some circles the term adherence is preferred. The reason? It is not our intent to persuade or manipulate clients to comply passively with whatever we think might be good for their pet. Our goal is to communicate with clients in such a way as to promote an informed decision that the patient can own. This ownership and resulting commitment contribute to a greater chance that our clinical recommendations—that are in the best interest of both the pet and client—will be followed.

Poor communication is costly on many fronts and it contributes to the less-than-optimal levels of adherence identified in veterinary practice. Wasted medication, continuous need for medical intervention, a tendency to wait until emergencies arise versus taking a pre¬ventive approach—these are all symptoms of low adherence. Most importantly, as a result, our patients may not achieve the fullest possible recovery from disease states or surgical interven¬tions and their quality of life (as well as that of the client) is negatively impacted.

Improving Adherence Using the MBTI Framework
An understanding of personality type can help veterinary professionals partner with clients and provide information which will help them to reach informed decisions—decisions to which they are more likely to adhere. Essen¬tially, better client communication using the lens of MBTI personality type is one key that can help ensure committed action and follow-through on the part of the client.

Guidelines for Improving Client Communication and Adherence
When encouraging clients to adhere with any recommendation, be it a prescription diet or a course of antibiotics, they are more likely to respond positively if they receive the information in a type mode which reflects their own. So, thinking about what’s already been covered in this module, always remember to:

♦ Follow the three simple steps involved in utilizing the eight MBTI preferences to improve your communication with others:
1. Identify your own preferred style of communication.
2. Tune in to the other person’s preferred style or current needs.
3. Adjust your approach, if necessary, to match those needs.

♦ Practice using the four-stage model for effective doctor-client and staff-client communication outlined earlier in this module. The “to do” lists for each MBTI function pair (ST, SF, NF, NT) provide clear guidance for influencing clients most effectively.

When in Doubt, Ask the Client!
There may be times when you just can’t get a lock on what the client’s preferred communication style is at the moment. In those instances, follow this simple rule: When in doubt, ask the client! Simply ask the client a few questions to uncover their needs and find out what they want from you in the way of communication.

Here are a few examples:
♦ “Would you like me to focus on the details or the big picture?”
♦ “What other information would be helpful for you right now?”
♦ “What criteria will you be using to arrive at a decision?”
♦ “What do you need from me/us to help you move forward?”
♦ “What lingering questions do you have that I/we haven’t adequately answered?
♦ “What options or steps are you considering?”

Additionally, one of the greatest benefits that comes with under¬standing personality type is an improved ability to differentiate between intentional and misunderstood messages. Many misunder¬standings are based on differences in personality types, not the result of intended confrontations or slights.

So, how can you prevent misunderstandings? Once again, ask the client. Always “check it out” when you experience a client interaction that seems confrontational or otherwise catches you off guard. Checking it out simply means to ask the client what they meant when they said, did, or failed to do something. When asked in a curious and sincere manner, checking it out is neither offensive nor confrontational.

Here’s what to say...
“When you said (or did) __________, I interpreted that to mean __________. Did I get it right?”

Many things can affect the way in which clients receive information and advice. Pet health care issues can often be emotive and this in itself may lower the client’s ability to assimilate information and make sound decisions. Therefore, it is even more important to match our communica¬tion-related behaviors to the patient and their needs.
 

References

Suggested Reading

Books
1. Health Care Communication—Using Personality Type. Allen J, Brock S. Routledge, 2000.
2. Introduction to Type and Communication. Dunning D. CPP, 2003.
3. MBTI Manual: A Guide to the Development and Use of the Myers-Briggs Type Indicator, 3rd ed. Myers IB, McCaulley M, Quenk N, Hammer A. CPP, 2003.

Articles
1. Communication strategies with people of different psychological types. Carskadon T. Mississippi State University Psychology Department, freshmanseminar. appstate.edu/FS_Students/com_strategies.htm.
2. Doctor-patient communication. Houghton A. BMJ Careers, 2005.
3. Guessing another person’s type without them telling you. mbticlub.com.
4. Personality differences between doctors and their patients: Implications for the teaching of communica-tion skills. Clack GB, Allen J, Cooper D, Head JO, Med Educ 38:177-186, 2004.
5. Tailoring the message. Allen J, Brock SA. Minnesota Medicine, Vol. 83, May 2000.