Difficult Conversations in Veterinary Medicine

Tricky situations in practice can sometimes arise, necessitating difficult conversations, which can be very challenging. This learning series with Elly Russell explores common challenges to help you develop a personalised toolkit of effective approaches.

Discussing veterinary costs and handling billing disputes can be one of the greatest daily challenges. The learning series begins with guidance on how to become comfortable with financial conversations, manage financial constraints, discuss insurance, and address client dissatisfaction with bills.

It can be frustrating when clients choose not to follow advice, but changing the approach from persuasion to partnership can make all the difference from a compliance perspective. Techniques cover how to encourage collaboration with clients, including motivational interviewing to discuss issues like pet obesity or mobility, and emphasising questioning strategies to involve clients and ease decision-making.

Delivering bad news in practice is another area that can bring challenges. The learning series explores ways of sensitively communicating unexpected outcomes, chronic illnesses, end-of-life care, euthanasia, and managing disagreements with clients on treatment plans.

A positive work environment is crucial for team morale and practice performance. The final video addresses how to manage workplace differences, conflict, and communication styles. It focuses on developing self-awareness, effective conflict management, assertiveness, and addressing incivility with kindness and curiosity to foster a healthy team environment.