Veterinary professionals often focus disproportionately on how to handle clients who are angry and confrontational. Certainly, angry clients may be the most memorable negative experiences, but other types of behavior can cause team members to feel helpless or even vulnerable, compromising their abilities to interact effectively with a pet owner. Perhaps most perplexing instances involve clients who are overwhelmed with fear or grief. Team members may not know how to get through to these clients about essential medical and financial issues so the pet owners can make decisions and provide informed consent. By working on client-management skills, though, team members can learn how to manage these interactions effectively.
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