Mastering Difficult Conversations: Insights from VetLed's SPVS Workshop
This workshop, led by Sara Jackson of VetLed, focused on managing difficult client conversations using Non-Violent Communication principles, emphasizing observation, feelings, needs, and requests to foster civil and positive outcomes in veterinary practice. The session highlighted the importance of civility in the workplace and acknowledging the feelings of veterinary professionals to combat burnout.
The last session on a Friday might be considered the graveyard slot by some, but for those fortunate enough to attend the workshop on ‘Managing Difficult Conversations with Clients’ from Sara Jackson of VetLed, it proved anything but.
Using principles of Nonviolent Communication, Dr Jackson encouraged a pause before responding in tricky or potentially threatening client interactions. Delegates were taught the framework of ‘observation, feelings, needs and requests’, a way of using ‘I’ statements to humanise the interaction between two seemingly opposed people that is much more likely to result in a civil and positive outcome.
The concept of being civil and polite is part of the VetLed ‘Civility Saves Lives’ campaign, which itself is part of a broader movement within healthcare globally looking at tackling incivility in the workplace. Evidence shows that being involved in or observing rudeness reduces feelings of safety for team members and ultimately negatively impacts patient care, and Dr Jackson illustrated this point with examples from her own career as an ECC advanced practitioner.
The interactive workshop allowed discussion of experiences with difficult client interactions with the opportunity to reflect on these with the example of the non-violent communication framework. The general consensus was that not only would this benefit work relationships but those at home too; one attendee happily stating that this had revolutionised his relationship with his wife!
The session finished with the acknowledgement that as vets, our feelings in the interactions were as important as the clients, an essential point as we look to combat the crisis of burnout in our profession. The hope is that with the practice of this communication strategy the escalation of potential conflict can be halted, and delegates left the session feeling buoyed by this new knowledge.
Please visit https://www.vetled.co.uk/civility for more information on this subject, and www.vetled.co.uk/book-online to find out how VetLed can help your practice team.