References

Bartram DJ, Baldwin DS. Veterinary surgeons and suicide: a structured review of possible influences on increased risk. Vet Rec. 2010; 166:(13)388-397 https://doi.org/10.1136/vr.b4794

British Veterinary Association. Vets report steep increase in levels of intimidation as owners vent frustrations during Covid-19. 2021. https://tinyurl.com/mr3kn4wt (accessed 14 November 2022)

Cary J. Implementing shared decision making in veterinary medicine. Vet Rec. 2021; 189:(8)320-322 https://doi.org/10.1002/vetr.1104

Staff matters: dealing with difficult clients. 2009. https://tinyurl.com/tzpnzckk (accessed 14 November 2022)

Centre for Studies on Human Stress. Acute vs. chronic stress. 2022. https://tinyurl.com/3xatejb8 (accessed 14 November 2022)

Clark K. 2021: a veterinary year in review. Vet Rec. 2022; 190:(1)18-22 https://doi.org/10.1002/vetr.1335

Coe C, Gibson AN, Spencer M, Stuttaford M. Sure Start: voices of the ‘hard-to-reach’. Child: Care, Health and Development. 2008; 34:(4)447-453 https://doi.org/10.1111/j.1365-2214.2008.00816.x

Cornell KK, Kopcha M. Client-veterinarian communication: skills for client centered dialogue and shared decision making. Vet Clin North Am Small Anim Pract. 2007; 37:(1)37-47 https://doi.org/10.1016/j.cvsm.2006.10.005

Englar RE, Williams M, Weingand K. Applicability of the Calgary-Cambridge guide to dog and cat owners for teaching veterinary clinical communications. J Vet Med Educ. 2016; 43:(2)143-69 https://doi.org/10.3138/jvme.0715-117R1

Health and Safety Executive. Tackling work-related stress using the management standards approach: a step-by-step workbook. 2019. https://tinyurl.com/2p8ajpfh (accessed 14 November 2022)

Heath T. The more things change, the more they should stay the same. J Vet Med Educ. 2006; 33:(2)149-154 https://doi.org/10.3138/jvme.33.2.149

To err is human: building a safer health system.Washington (DC): National Academies Press (US); 2000

Kurtz S. Teaching and learning communication in veterinary medicine. J Vet Med Educ. 2006; 33:(1)11-19 https://doi.org/10.3138/jvme.33.1.11

Lewis RE, Klausner JS. Nontechnical competencies underlying career success as a veterinarian. J Am Vet Med Assoc. 2003; 222:(12)1690-1696 https://doi.org/10.2460/javma.2003.222.1690

Loeb J. RCVS publishes workforce summit report. Vet Rec. 2022; 190:(5) https://doi.org/10.1002/vetr.1537

Miller C, Huffman M. Evidence-based health coaching for healthcare providers program manual, 3rd edn. Winchester (TN): Miller & Huffman Outcome Architects, LLC; 2013

Perez Madrigal I, Smith P. Stress, compassion fatigue and burnout handling in veterinary practice.Palm Beach Gardens (CA): Edra; 2020

Radford AD, Stockley P, Taylor IR Use of simulated clients in training veterinary undergraduates in communication skills. Vet Rec. 2003; 152:(14)422-427 https://doi.org/10.1136/vr.152.14.422

Don't answer feelings with facts. 2020. https://tinyurl.com/yr2rhsy2 (accessed 14 November 2022)

Royal College of Veterinary Surgeons. RCVS publishes new resources for the profession on CPD policy changes. 2019. https://tinyurl.com/2dxsjjsy (accessed 14 November 2022)

Royal College of Veterinary Surgeons. RCVS Workforce Summit 2021. 2021. https://tinyurl.com/4z3acknx (accessed 14 November 2022)

Sapolsky RM. Why zebras don't get ulcers: the acclaimed guide to stress, stress-related diseases, and coping.New York (NY): Henry Holt & Company; 2004

Using interpersonal skills to manage challenging client behaviour

02 January 2023
11 mins read
Volume 7 · Issue 1

Abstract

Widespread pandemic-related disruption has led to increasingly challenging client interactions. The British Veterinary Association found that 57% of veterinary staff surveyed in 2021 reported feeling intimidated by client behaviour during the previous year; a 10% increase from 2019. The psychological impact of consistently difficult or abusive interactions can be significant and contribute to the high incidences of stress, burnout, attrition and potentially suicide increasingly noted in the industry. This understanding further highlights the need to focus on developing individual self-care strategies and leaders offering appropriate support to their team. Historically, veterinary education has overlooked the importance of training in interpersonal skills, such as communication, conflict resolution and emotional intelligence. However, human and veterinary medicine is evolving with increasing recognition of the significance of communication skills training to help prevent and manage of challenging client behaviour. This may help to ensure practitioners are better prepared for the challenges that await them.

Many who embark on a veterinary career do so out of a desire to help animals and develop their clinical knowledge and skill set. However, the ubiquity of client service in the veterinary profession is often underappreciated (Cornell and Kopcha, 2007). Equally, preparation for the challenges associated with this component has historically been an afterthought in veterinary education (Heath, 2006). Seemingly ‘soft skills’, such as communication training, were once considered irrelevant, leaving many veterinary surgeons inadequately prepared for inevitably challenging client interactions (Lewis and Klausner, 2003). However, the Royal College of Veterinary Surgeons (RCVS) has now included communication as a day one skill, and education and continuing professional development (CPD) providers deliver training in non-clinical skills, such as complaint management, complex conversations and managing stress and mental health, alongside technical skills (Kurtz, 2006). Encouragingly, the recent RCVS (2021) Workforce Summit report suggests including interpersonal, leadership and personal skills as compulsory CPD requirements (Loeb, 2022).

Register now to continue reading

Thank you for visiting UK-VET Equine and reading some of our peer-reviewed content for veterinary professionals. To continue reading this article, please register today.