This chapter will cover some difficult situations that a vet practitioner can face. With the influence of “Dr. Google”, pet owners have more and more objections: they challenge what the vet says and does… this can lead to conflicted situations. Finally, many veterinarians are uncomfortable talking about money. Suggestions for how to talk about money are proposed in this section of the Focus.
This last section focuses on the importance of teaching. It also explains how the perfect consultation should be structured, outlining three different stages. Lastly, we look at difficult situations veterinary practitioners may find themselves in, as well as the best way to deal with emotional blackmail.
Vet practitioners frequently concentrate on the pet and forget about the owner… Client centricity requires some preparation and training. The consultation should follow a process where conditions are created to have a positive interaction with the pet owner, starting with a warm-up and using the communication skills explained in the chapter “Communication is a clinical skill”. In this first section, we look at warm-ups and how to establish a good relationship with owners.
This section provides some specific examples of different types of questions (open-ended, closed) to ask owners during consultations, as well as additional advice and practical examples to help you improve your listening skills.