college connection
PRACTICE ADVICE
CONFLICT AND DIFFICULT CONVERSATIONS WITH CLIENTS
The College has a current strategic objective focused on promoting professionalism in the practice of veterinary medicine. This includes
providing resources to veterinarians in key areas that are identified as risks in the practice of veterinary medicine. One of the key areas is the
importance of communication between veterinarians and their clients. The veterinarian-client-patient relationship is built on a foundation of trust.
This article introduces veterinarians to two online communication learning modules that are available on the College’s website.
Conflict is an inevitable part of life, both in our
personal lives and in our workplace. The more
we interact with people who hold perspectives
that are different from our own, the greater
the likelihood we will experience “difficult”
interactions. How many of us feel adequately
prepared to handle these interactions?
In truth, most of us find them uncomfortable,
and the degree of our discomfort covers a
wide range. It is not surprising that a common
strategy in dealing with conflict is to avoid it.
We are all aware of how damaging conflict
can be when the strategies used to deal with
conflict are not only ineffective, but harmful.
From an early age, we learn strategies for
dealing with conflict. These are the default
strategies we tend to use as adults. You may
have learned a competitive style of conflict
where there is a winner and a loser, and your
goal is to win. Or you may use a style of
conflict that is best described as avoidance;
you withdraw from the conflict which prevents
any resolution from taking place and both
parties lose. The best resolution is where both
parties win. This is collaboration. 1
How do we get to a win-win outcome? First,
it is important to be aware of the strong
emotions that can lead us to conflict and
prevent us from moving forward to resolution.
We need to examine the emotions we
are feeling and be open to exploring the
has developed communication modules
to help veterinarians and their teams learn
communication skills to address difficult client
interactions and talk to clients about the costs
of veterinary care.
perspective of the other person to understand
where their feelings are coming from.
Communication skills that can help with this
include listening and empathy.
A common topic in veterinary practice
that can evoke strong emotions in both the
veterinarian and the client is money. Our
strong feelings about money can be traced
to the messages we experienced growing up.
These messages affect us in the community,
at home and at work.
Not only can discussing money be difficult,
when it is discussed it can trigger strong
emotions because of the thoughts and
attitudes we have about it and can lead to
conflict. Again, being aware of our own
emotions connected to money and being
open to exploring the client’s perspective
about money is an important first step to
reaching a win-win outcome.
The Institute for Healthcare Communication
(IHC) Veterinary Communication Project
College Staff
Registrar’s Office
Ms. Sarah Ellery (on leave)
Ms. Jan Robinson - Registrar & CEO Records & Risk Officer
Ms. Ashley Coles (on leave)
Ms. Anita Lovrich (on leave)
Business Intelligence Analyst
Policy Specialist
Ms. Sarah Kirby
Policy Specialist
Ms. Kim Huson
Communications Specialist
Corporate Services
Ms. Beth Ready
Executive Partner, Corporate
Services
Ms. Leigh Bottomley
Business Analyst
Stephanie Lamarche
Ambassador, Corporate Services
Through its IHC license and in collaboration
with the Ontario Veterinary College, the
College has developed online learning
modules that were adapted from the IHC
Veterinary Communication Project as
resources for licensed members and their
veterinary teams:
• Elephant in the Room: Money Talk with
Clients, and
• Eye of the Beholder: Addressing Difficult
Client Interactions
By participating in these modules,
veterinarians and their teams will learn
valuable communication skills and strategies
to help them effectively communicate about
financial issues with clients and seek solutions
to conflict that honour the values and needs
of all involved.
References:
1. Thomas, K.W., and Kilmann, R.H.
“An Overview of the Thomas-Kilmann
Conflict Mode Instrument (TKI).” Kilmann
Diagnostics Website (2009). https://www.
kilmanndiagnostics.com/overview-thomas-
kilmann-conflict-mode-instrument-tki
Ms. Lindsay Sproule
Ms. Cindy Rose
Principal, Licensure & Professional Associate, Investigations &
Corporations
Resolutions Ms. Emily Ewles
Principal, Quality Assurance &
Improvement
Ms. Sarah Adams
Ms. Gabriella Klosak
Associate, Licensure & Professional
Associate, Licensure &
Corporations
Investigations
Ms. Rose Robinson
Quality Practice
Principal, Investigations &
Resolutions
Dr. Kim Lambert Ms. Aneeta Bharij
Principal, Accreditation
Licensure Mr. Martin Fischer
Investigations & Inspections
Specialist
Ms. Shilo Tooze
Associate Registrar, Licensure Ms. Kristina Mulak
Decision & Reasons Writer
Associate Registrar,
Quality Practice
Accreditation Inspectors
Mr. Wilf Muller
Mr. Adrian Darmon
Ms. Cindy Tang
Associate, Quality Practice
Dr. Susan Sabatini
Practice Advisor
Dr. Colette Larocque
Practice Advisor
Summer 2019
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