Ep 197: Mastering Difficult Conversations in Veterinary Medicine, with Dr. Sarah Wolff

Episode DescriptionIn this week’s ‘So You’re a Vet, Now What?’ podcast, host Dr. Moriah McCauley is joined by Dr. Sarah Wolff. They discuss the importance of veterinarians avoiding negative mindsets and interactions with clients. Dr. Wolff highlights the common occurrence of veterinary professionals engaging in negative conversations and gossip about clients, which can create a sense of superiority and hinder effective communication and empathy.Dr. Wolff emphasizes that this negative mindset is unhelpful for everyone involved, including the clients. She explains that when veterinarians engage in negative interactions or gossip, it creates a negative feedback loop that perpetuates more negative interactions and can lead to conflicts with clients. She cautions against entering the examination room with a negative mindset, as it can impact the quality of care provided and hinder the development of a trusting relationship with the client.Instead, Dr. Wolff suggests that veterinarians should focus on reading the client's body language and subtle signs to understand their emotions and concerns. She explains that clients may not always explicitly express their frustrations or concerns, but their body language, short responses, or avoidance of eye contact can be indicators of a disconnect or stress. By recognizing these signs, veterinarians can show empathy and understanding towards the client's situation.Episode Outline[00:02:02] Dealing with angry clients.[00:03:12] Dealing with difficult clients.[00:10:34] Empathy and problem-solving[00:18:38] Checking in with clients.Quotes"I think the more common thing that happens is that clients are frustrated, maybe not even with us, right? Oftentimes it's not with us, it's with the entire situation that's led them to be sitting in that room with you that day.""If your safety is at risk, your physical safety, leave the room and seek help.""Approach everyone with empathy and the benefit of the doubt.""If you can just add that moment, that open moment of expecting that there might be some concerns and making it normalizing having concerns, I think that's a really powerful thing to do."Episode LinksDr. Sarah's Website: https://www.drsarahwolff.com/Dr. Sarah's Instagram: https://www.instagram.com/drsarahwolffMentioned in this episode:So You're a Vet, Now What? - The CourseAre you a new or recent veterinary graduate? If so, Dr. Dave’s course, ‘So You’re a Vet… Now What?’ has been put together specifically for you. The course focuses on non-clinical skills. This is not as dull as it sounds. In fact, almost every career problem that people face is due to not having well-developed, non-clinical skills. These are skills like client communication, so you have great relationships with clients. Emotional intelligence, so you've got great relationships with your teammates. Effective negotiation skills, so you can get paid what you are worth. Management of imposter syndrome, so you can have confidence in your abilities. And, how to build formidable resilience, so you can handle everything that comes your way. These are not just skills. They are prerequisites vital for success and financial and emotional wellbeing. This course serves as an essential stepping stone to your success. Dr. Dave will be your mentor as you go through 12-modules, helping you transition from being a student to a fully rounded veterinary professional. Visit www.drdavenicol.com/syav-class to learn more.