By Debra Hamilton, Esq., Conflict Consultant/Coach & Mediator
“The way we communicate with others and with ourselves
ultimately determines the quality of our lives.”
— Tony Robbins
As a conflict resolution specialist who works extensively in the veterinary field, I’ve witnessed firsthand how communication challenges can dramatically impact both animal care and client relationships. The veterinary profession faces a unique communication challenge: conveying complex medical information while honoring the deep emotional bonds between pets and their human families.
Effective communication in these sensitive settings begins with proper framing. When discussing treatment options, end-of-life decisions, or expensive procedures, veterinarians can transform potentially difficult conversations by using a simple three-part approach:
This structure creates what I call an “invisible contract” – a mutual understanding of both the topic and the goal that guides the conversation productively.
A California veterinarian who implemented this approach in her practice told me: “The difference was immediate. By setting clear expectations from the beginning, clients become partners rather than adversaries, even when discussing difficult topics like euthanasia or costly treatments.”
What makes this approach particularly powerful in veterinary settings is that it acknowledges both the medical and emotional dimensions of pet care decisions. By framing the conversation properly, veterinarians establish themselves as allies who respect both the science of veterinary medicine and the deep human-animal bond.
The next time you face a challenging client conversation, try this three-part framing approach. You might be surprised how a small shift in how you begin the discussion can transform the entire interaction.
