Are we inadvertently confusing our clients by using vague terms and acronyms on our invoices? What about unclear communication in the exam room? Do different veterinarians recommend different drugs or preventives, leaving support staff to decipher? This week we tackle a constellation of confusing communications in veterinary practice.

Hosts Dr. Ernie Ward and Beckie Mossor, RVT begin by discussing a Mother’s Day dilemma in which Dr. Ward’s mom was utterly confused - and upset - by her dentist’s invoice. A medical term with our context led to almost losing a client and certainly sparked some neighborhood complaining.

The pair share tips on avoiding invoice and written communication misunderstandings, why plain language wins in the exam room, and the importance of having unified product and protocol recommendations in your practice.

Viewfinders, we believe this is another topic that occurs much more frequently than we wished. Beckie sums it up by explaining why “Yes” or “No” is rarely a good answer from clients and how we can learn from “comical communications” and misunderstandings to become better communicators.

Veterinary clinics around the country are reporting more confrontations with angry pet parents. This week, we dive into why this may be happening and what your veterinary team can do to help.

The COVID-19 pandemic continues to challenge veterinary professionals around the world. On disturbing trend is increased conflict with frustrated and angry, sometimes violent, clients.

This week, hosts Dr. Ernie Ward and Beckie Mossor, RVT tackle why veterinarians may be seeing more angry clients and steps to de-escalate a tense client interaction.

Viewfinders, this is an excellent discussion on a wide range of topics and tactics concerning conflict resolution. Please share it with your team or colleagues you think could use a little help or inspiration.

If you have a tough topic you’d like us to tackle, let us know on Instagram (@VeterinaryViewfinder) or Facebook (/VeterinaryViewfinder)!