The AVA Annual Conference is the nation’s premier veterinary event, covering all fields of veterinary science and in 2017 brought together over 920 veterinary professionals and 115 exhibitors.

We hope you will join us for the 2018 AVA Annual Conference in Brisbane, 13-18 May.    
Visit conference.ava.com.au to register.    To download a pdf file of the entire program click here.
Thursday, May 17 • 11:30am - 12:30pm
Communicating with the Emotional or Irrational Client

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Working with emotional or irrational clients can be one of the hardest parts of the job. There are many reasons why clients’ express strong emotions, and veterinarians who develop the skills to navigate these interactions generally report less stress and compassion fatigue. Additionally, when we are able to provide a safe space for clients to share their true feelings (whether it be fear, sadness or shame), it can create a more trusting Vet-Client relationship and therefore better outcomes for the patient. This session will explore ‘the emotional brain’ and how emotions such as anger can often disguise the real issue. Understanding what someone is trying to tell you whether verbally or nonverbally, can provide you with cues that guide the way that you respond. The session will also delve into the critical skills of empathy and emotional intelligence (self-awareness and self-management) and provide practical verbal and non-verbal communication techniques for you to add to your toolbox.


Thursday May 17, 2018 11:30am - 12:30pm
Mezzanine M1 Brisbane Convention and Exhibition Centre