AVA Conference Brisbane 2018

What we say and what owners hear can be so different. This session will look at the fine art of communication, sharing some best practice principles that will help the entire team communicate more clearly and effectively with clients. Simple tips include not using jargon, recommending clear and specific intervention rather than using vague terms such as "perhaps we could", "I think we'll" and (worst of all) "let's wait and see". We'll look at academic research currently taking place in the UK into telephone communications in veterinary practices, highlighting where there's room for improvement at the reception desk. We'll look at data collected from consult rooms, identifying how much of what we say routinely can be misleading or inadvertently undermine our expertise. We'll then use this data to inform better practice, helping you ensure that clients visit more often and feel more engaged with their animal's care.