Effective Client Communication
Enhance client communication, build trust and navigate challenging interactions with confidence.
Overview:
Strong communication is essential for patient care, client relationships, and professional confidence. This interactive course equips veterinary teams with the skills to build trust with clients, guide decision-making, and navigate challenging conversations with empathy and clarity.
Through discussion and real-world scenarios, we will explore how to take a client-centred approach—focusing on building rapport, active listening, and delivering clear, jargon-free information. Learn techniques to manage difficult interactions, to raise concerns using appropriate assertiveness and to resolve conflict through skilful empathy.
The course introduces some core practices, specific to clients, from our compassionate communication training, which together with our framework for responding to incivility will equip attendees to de-escalate difficult situations, provide feedback where necessary and build relationships.
Who is this course suitable for?
All members of veterinary teams can benefit from the concepts discussed in this workshop, however some of the examples used are more relatable for vets and veterinary nurses and client care teams who are currently working in clinical or client facing roles.
Service classification:
Practices & Teams, Corporate Organisations
Course length:
1 day (in-person)
Course Testimonials
Lacey Pitcher
“Just wanted to check in and say thank you and congratulations.
As a team, VetLed pulled off a brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Lacey Pitcher
“Just wanted to check in and say thank you and congratulations.
As a team, VetLed pulled off a brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Liz Law-Bartle
All the talks I watched on Thursday were amazing, but I especially enjoyed the importance of non-clinical skills development in university and EMS. It was really refreshing and empowering to watch these incredibly inspirational women speak about their journeys to get to where they are now. It was truly eye-opening and awe-inspiring.
Liz Law-Bartle
All the talks I watched on Thursday were amazing, but I especially enjoyed the importance of non-clinical skills development in university and EMS. It was really refreshing and empowering to watch these incredibly inspirational women speak about their journeys to get to where they are now. It was truly eye-opening and awe-inspiring.
Prof. John Williams
An excellent programme…motivational and encouraging. I found the course and my co-delegates to be inspirational.
Prof. John Williams
An excellent programme…motivational and encouraging. I found the course and my co-delegates to be inspirational.
Jane King
'Dan's talk was fascinating and thought-provoking. It is so applicable to our work in the veterinary sector, both in terms of communication and Human Factors within our practices. Learning in these current times to be adaptive with all that is going on in the world around us is so important.'
Jane King
'Dan's talk was fascinating and thought-provoking. It is so applicable to our work in the veterinary sector, both in terms of communication and Human Factors within our practices. Learning in these current times to be adaptive with all that is going on in the world around us is so important.'
David Donovan
“The whole team found the Introduction to the Civility Programme extremely useful to ensure we all had the same understanding of the importance of civility in practice. We are looking forward to the next steps in the programme so that we have more tools and training for compassionate communication as a team.”
David Donovan
“The whole team found the Introduction to the Civility Programme extremely useful to ensure we all had the same understanding of the importance of civility in practice. We are looking forward to the next steps in the programme so that we have more tools and training for compassionate communication as a team.”
Catherine Oxtoby
‘Great atmosphere, collaboration and chat!’
Catherine Oxtoby
‘Great atmosphere, collaboration and chat!’
Lucy Webb
‘I was hesitant about it being all virtual and how engaging it would feel, however the tech has been easy to navigate and I haven't had any issues. The networking session was run really well and I enjoyed the opportunity for discussion.‘
Lucy Webb
‘I was hesitant about it being all virtual and how engaging it would feel, however the tech has been easy to navigate and I haven't had any issues. The networking session was run really well and I enjoyed the opportunity for discussion.‘
Vets4Pets Graduate
“I sometimes find content on topics like this can be delivered in a wishy-washy way... therefore I really enjoyed the practical examples of vet application and examples of research. Engaging and energetic, thank you!”
Vets4Pets Graduate
“I sometimes find content on topics like this can be delivered in a wishy-washy way... therefore I really enjoyed the practical examples of vet application and examples of research. Engaging and energetic, thank you!”
Helena Wilkes
‘It’s amazing how the whole profession needs to come together to implement patient safety in all aspects of what we are doing.‘
Helena Wilkes
‘It’s amazing how the whole profession needs to come together to implement patient safety in all aspects of what we are doing.‘
Samantha Van Der Struys
‘Really useful conversation. I feel like I’ve found my tribe!’
Samantha Van Der Struys
‘Really useful conversation. I feel like I’ve found my tribe!’
Anne Barriere
‘Each of the previous VHFC have left me looking forward for the next one, and this year has not been different. What a fantastic event and community and how amazing to see it grow!'
Anne Barriere
‘Each of the previous VHFC have left me looking forward for the next one, and this year has not been different. What a fantastic event and community and how amazing to see it grow!'
Petra Agthe
‘Loved every moment. Every session was excellent and engaging. It was energising and encouraging to feel part of just a vibrant community creating change in the profession. Still lots of talks to go through on catch up! No real suggestions as everything was just great.’
Petra Agthe
‘Loved every moment. Every session was excellent and engaging. It was energising and encouraging to feel part of just a vibrant community creating change in the profession. Still lots of talks to go through on catch up! No real suggestions as everything was just great.’
Lizzie Pratt
‘Dan and Orly were very engaging and clearly care a lot about the subject. They were both very approachable and communicated incredibly well.’
Lizzie Pratt
‘Dan and Orly were very engaging and clearly care a lot about the subject. They were both very approachable and communicated incredibly well.’
Hamish Rose
‘Brilliant session with Dan and Cat. Really engaging and very interesting.’
Hamish Rose
‘Brilliant session with Dan and Cat. Really engaging and very interesting.’
Amelia Perring
‘Thoroughly enjoyed and very interesting! Important to take stock and consider communication and awareness! - thank you, Dan! ‘
Amelia Perring
‘Thoroughly enjoyed and very interesting! Important to take stock and consider communication and awareness! - thank you, Dan! ‘
Erin Burnett
‘Really brilliant!! Felt I was able to be open and honest. Was able to learn lots from Cat and Sara and the other new grads on the course.’
Erin Burnett
‘Really brilliant!! Felt I was able to be open and honest. Was able to learn lots from Cat and Sara and the other new grads on the course.’
Recent Graduate Vet
‘The practical day was so helpful. Cat and Sara created an extremely safe environment and were so kind, patient and understanding. Everyone in my group commented on how they felt they could be completely open and share mistakes, silly questions etc.’
Recent Graduate Vet
‘The practical day was so helpful. Cat and Sara created an extremely safe environment and were so kind, patient and understanding. Everyone in my group commented on how they felt they could be completely open and share mistakes, silly questions etc.’
Lacey Quinn Daniels
“Just wanted to check in and say thank you and congratulations! VetLed pulled off another brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Lacey Quinn Daniels
“Just wanted to check in and say thank you and congratulations! VetLed pulled off another brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Vet Delegate
“The most inspiring CPD I have done in 15 years.”
Vet Delegate
“The most inspiring CPD I have done in 15 years.”
Eve Thomas
“Really interesting and stimulating, excited to bring things back to the team.”
Eve Thomas
“Really interesting and stimulating, excited to bring things back to the team.”
Liv Stockdale
“Brilliant presentation and speaker.”
Liv Stockdale
“Brilliant presentation and speaker.”
‘Being Human in Practice’
“Excellent teaching, good combination of information and group discussion in a safe environment”
‘Being Human in Practice’
“Excellent teaching, good combination of information and group discussion in a safe environment”
Lacey Pitcher
“Just wanted to check in and say thank you and congratulations.
As a team, VetLed pulled off a brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Lacey Pitcher
“Just wanted to check in and say thank you and congratulations.
As a team, VetLed pulled off a brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Liz Law-Bartle
All the talks I watched on Thursday were amazing, but I especially enjoyed the importance of non-clinical skills development in university and EMS. It was really refreshing and empowering to watch these incredibly inspirational women speak about their journeys to get to where they are now. It was truly eye-opening and awe-inspiring.
Liz Law-Bartle
All the talks I watched on Thursday were amazing, but I especially enjoyed the importance of non-clinical skills development in university and EMS. It was really refreshing and empowering to watch these incredibly inspirational women speak about their journeys to get to where they are now. It was truly eye-opening and awe-inspiring.
Prof. John Williams
An excellent programme…motivational and encouraging. I found the course and my co-delegates to be inspirational.
Prof. John Williams
An excellent programme…motivational and encouraging. I found the course and my co-delegates to be inspirational.
Jane King
'Dan's talk was fascinating and thought-provoking. It is so applicable to our work in the veterinary sector, both in terms of communication and Human Factors within our practices. Learning in these current times to be adaptive with all that is going on in the world around us is so important.'
Jane King
'Dan's talk was fascinating and thought-provoking. It is so applicable to our work in the veterinary sector, both in terms of communication and Human Factors within our practices. Learning in these current times to be adaptive with all that is going on in the world around us is so important.'
David Donovan
“The whole team found the Introduction to the Civility Programme extremely useful to ensure we all had the same understanding of the importance of civility in practice. We are looking forward to the next steps in the programme so that we have more tools and training for compassionate communication as a team.”
David Donovan
“The whole team found the Introduction to the Civility Programme extremely useful to ensure we all had the same understanding of the importance of civility in practice. We are looking forward to the next steps in the programme so that we have more tools and training for compassionate communication as a team.”
Catherine Oxtoby
‘Great atmosphere, collaboration and chat!’
Catherine Oxtoby
‘Great atmosphere, collaboration and chat!’
Lucy Webb
‘I was hesitant about it being all virtual and how engaging it would feel, however the tech has been easy to navigate and I haven't had any issues. The networking session was run really well and I enjoyed the opportunity for discussion.‘
Lucy Webb
‘I was hesitant about it being all virtual and how engaging it would feel, however the tech has been easy to navigate and I haven't had any issues. The networking session was run really well and I enjoyed the opportunity for discussion.‘
Vets4Pets Graduate
“I sometimes find content on topics like this can be delivered in a wishy-washy way... therefore I really enjoyed the practical examples of vet application and examples of research. Engaging and energetic, thank you!”
Vets4Pets Graduate
“I sometimes find content on topics like this can be delivered in a wishy-washy way... therefore I really enjoyed the practical examples of vet application and examples of research. Engaging and energetic, thank you!”
Helena Wilkes
‘It’s amazing how the whole profession needs to come together to implement patient safety in all aspects of what we are doing.‘
Helena Wilkes
‘It’s amazing how the whole profession needs to come together to implement patient safety in all aspects of what we are doing.‘
Samantha Van Der Struys
‘Really useful conversation. I feel like I’ve found my tribe!’
Samantha Van Der Struys
‘Really useful conversation. I feel like I’ve found my tribe!’
Anne Barriere
‘Each of the previous VHFC have left me looking forward for the next one, and this year has not been different. What a fantastic event and community and how amazing to see it grow!'
Anne Barriere
‘Each of the previous VHFC have left me looking forward for the next one, and this year has not been different. What a fantastic event and community and how amazing to see it grow!'
Petra Agthe
‘Loved every moment. Every session was excellent and engaging. It was energising and encouraging to feel part of just a vibrant community creating change in the profession. Still lots of talks to go through on catch up! No real suggestions as everything was just great.’
Petra Agthe
‘Loved every moment. Every session was excellent and engaging. It was energising and encouraging to feel part of just a vibrant community creating change in the profession. Still lots of talks to go through on catch up! No real suggestions as everything was just great.’
Lizzie Pratt
‘Dan and Orly were very engaging and clearly care a lot about the subject. They were both very approachable and communicated incredibly well.’
Lizzie Pratt
‘Dan and Orly were very engaging and clearly care a lot about the subject. They were both very approachable and communicated incredibly well.’
Hamish Rose
‘Brilliant session with Dan and Cat. Really engaging and very interesting.’
Hamish Rose
‘Brilliant session with Dan and Cat. Really engaging and very interesting.’
Amelia Perring
‘Thoroughly enjoyed and very interesting! Important to take stock and consider communication and awareness! - thank you, Dan! ‘
Amelia Perring
‘Thoroughly enjoyed and very interesting! Important to take stock and consider communication and awareness! - thank you, Dan! ‘
Erin Burnett
‘Really brilliant!! Felt I was able to be open and honest. Was able to learn lots from Cat and Sara and the other new grads on the course.’
Erin Burnett
‘Really brilliant!! Felt I was able to be open and honest. Was able to learn lots from Cat and Sara and the other new grads on the course.’
Recent Graduate Vet
‘The practical day was so helpful. Cat and Sara created an extremely safe environment and were so kind, patient and understanding. Everyone in my group commented on how they felt they could be completely open and share mistakes, silly questions etc.’
Recent Graduate Vet
‘The practical day was so helpful. Cat and Sara created an extremely safe environment and were so kind, patient and understanding. Everyone in my group commented on how they felt they could be completely open and share mistakes, silly questions etc.’
Lacey Quinn Daniels
“Just wanted to check in and say thank you and congratulations! VetLed pulled off another brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Lacey Quinn Daniels
“Just wanted to check in and say thank you and congratulations! VetLed pulled off another brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Vet Delegate
“The most inspiring CPD I have done in 15 years.”
Vet Delegate
“The most inspiring CPD I have done in 15 years.”
Eve Thomas
“Really interesting and stimulating, excited to bring things back to the team.”
Eve Thomas
“Really interesting and stimulating, excited to bring things back to the team.”
Liv Stockdale
“Brilliant presentation and speaker.”
Liv Stockdale
“Brilliant presentation and speaker.”
‘Being Human in Practice’
“Excellent teaching, good combination of information and group discussion in a safe environment”
‘Being Human in Practice’
“Excellent teaching, good combination of information and group discussion in a safe environment”
Liv Stockdale
“Brilliant presentation and speaker.”
Liv Stockdale
“Brilliant presentation and speaker.”
Lacey Quinn Daniels
“Just wanted to check in and say thank you and congratulations! VetLed pulled off another brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Lacey Quinn Daniels
“Just wanted to check in and say thank you and congratulations! VetLed pulled off another brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Recent Graduate Vet
‘The practical day was so helpful. Cat and Sara created an extremely safe environment and were so kind, patient and understanding. Everyone in my group commented on how they felt they could be completely open and share mistakes, silly questions etc.’
Recent Graduate Vet
‘The practical day was so helpful. Cat and Sara created an extremely safe environment and were so kind, patient and understanding. Everyone in my group commented on how they felt they could be completely open and share mistakes, silly questions etc.’
Hamish Rose
‘Brilliant session with Dan and Cat. Really engaging and very interesting.’
Hamish Rose
‘Brilliant session with Dan and Cat. Really engaging and very interesting.’
Petra Agthe
‘Loved every moment. Every session was excellent and engaging. It was energising and encouraging to feel part of just a vibrant community creating change in the profession. Still lots of talks to go through on catch up! No real suggestions as everything was just great.’
Petra Agthe
‘Loved every moment. Every session was excellent and engaging. It was energising and encouraging to feel part of just a vibrant community creating change in the profession. Still lots of talks to go through on catch up! No real suggestions as everything was just great.’
Samantha Van Der Struys
‘Really useful conversation. I feel like I’ve found my tribe!’
Samantha Van Der Struys
‘Really useful conversation. I feel like I’ve found my tribe!’
Catherine Oxtoby
‘Great atmosphere, collaboration and chat!’
Catherine Oxtoby
‘Great atmosphere, collaboration and chat!’
Helena Wilkes
‘It’s amazing how the whole profession needs to come together to implement patient safety in all aspects of what we are doing.‘
Helena Wilkes
‘It’s amazing how the whole profession needs to come together to implement patient safety in all aspects of what we are doing.‘
Prof. John Williams
An excellent programme…motivational and encouraging. I found the course and my co-delegates to be inspirational.
Prof. John Williams
An excellent programme…motivational and encouraging. I found the course and my co-delegates to be inspirational.
Liz Law-Bartle
All the talks I watched on Thursday were amazing, but I especially enjoyed the importance of non-clinical skills development in university and EMS. It was really refreshing and empowering to watch these incredibly inspirational women speak about their journeys to get to where they are now. It was truly eye-opening and awe-inspiring.
Liz Law-Bartle
All the talks I watched on Thursday were amazing, but I especially enjoyed the importance of non-clinical skills development in university and EMS. It was really refreshing and empowering to watch these incredibly inspirational women speak about their journeys to get to where they are now. It was truly eye-opening and awe-inspiring.
‘Being Human in Practice’
“Excellent teaching, good combination of information and group discussion in a safe environment”
‘Being Human in Practice’
“Excellent teaching, good combination of information and group discussion in a safe environment”
Eve Thomas
“Really interesting and stimulating, excited to bring things back to the team.”
Eve Thomas
“Really interesting and stimulating, excited to bring things back to the team.”
Vet Delegate
“The most inspiring CPD I have done in 15 years.”
Vet Delegate
“The most inspiring CPD I have done in 15 years.”
Erin Burnett
‘Really brilliant!! Felt I was able to be open and honest. Was able to learn lots from Cat and Sara and the other new grads on the course.’
Erin Burnett
‘Really brilliant!! Felt I was able to be open and honest. Was able to learn lots from Cat and Sara and the other new grads on the course.’
Amelia Perring
‘Thoroughly enjoyed and very interesting! Important to take stock and consider communication and awareness! - thank you, Dan! ‘
Amelia Perring
‘Thoroughly enjoyed and very interesting! Important to take stock and consider communication and awareness! - thank you, Dan! ‘
Lizzie Pratt
‘Dan and Orly were very engaging and clearly care a lot about the subject. They were both very approachable and communicated incredibly well.’
Lizzie Pratt
‘Dan and Orly were very engaging and clearly care a lot about the subject. They were both very approachable and communicated incredibly well.’
Anne Barriere
‘Each of the previous VHFC have left me looking forward for the next one, and this year has not been different. What a fantastic event and community and how amazing to see it grow!'
Anne Barriere
‘Each of the previous VHFC have left me looking forward for the next one, and this year has not been different. What a fantastic event and community and how amazing to see it grow!'
Lucy Webb
‘I was hesitant about it being all virtual and how engaging it would feel, however the tech has been easy to navigate and I haven't had any issues. The networking session was run really well and I enjoyed the opportunity for discussion.‘
Lucy Webb
‘I was hesitant about it being all virtual and how engaging it would feel, however the tech has been easy to navigate and I haven't had any issues. The networking session was run really well and I enjoyed the opportunity for discussion.‘
Vets4Pets Graduate
“I sometimes find content on topics like this can be delivered in a wishy-washy way... therefore I really enjoyed the practical examples of vet application and examples of research. Engaging and energetic, thank you!”
Vets4Pets Graduate
“I sometimes find content on topics like this can be delivered in a wishy-washy way... therefore I really enjoyed the practical examples of vet application and examples of research. Engaging and energetic, thank you!”
David Donovan
“The whole team found the Introduction to the Civility Programme extremely useful to ensure we all had the same understanding of the importance of civility in practice. We are looking forward to the next steps in the programme so that we have more tools and training for compassionate communication as a team.”
David Donovan
“The whole team found the Introduction to the Civility Programme extremely useful to ensure we all had the same understanding of the importance of civility in practice. We are looking forward to the next steps in the programme so that we have more tools and training for compassionate communication as a team.”
Jane King
'Dan's talk was fascinating and thought-provoking. It is so applicable to our work in the veterinary sector, both in terms of communication and Human Factors within our practices. Learning in these current times to be adaptive with all that is going on in the world around us is so important.'
Jane King
'Dan's talk was fascinating and thought-provoking. It is so applicable to our work in the veterinary sector, both in terms of communication and Human Factors within our practices. Learning in these current times to be adaptive with all that is going on in the world around us is so important.'
Lacey Pitcher
“Just wanted to check in and say thank you and congratulations.
As a team, VetLed pulled off a brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Lacey Pitcher
“Just wanted to check in and say thank you and congratulations.
As a team, VetLed pulled off a brilliantly inspiring conference with a real sense of not only community but a movement for change.”
Trainers:
Dan Tipney
Dr. Sara Jackson
Dr. Orly Simkin
Jessica Woolrich
Becky Jones
FAQs
