How to Deal With Stress, Fatigue and Difficult Scenarios

This talk will deal with some of the most challenging areas of veterinary practice, and suggest some useful techniques and solutions to help you deal with difficult issues head on. By the end of the session you will have understood your own reaction mechanisms to stress and fatigue and developed some effective coping strategies.

The difficult client
The irate or abusive client is sadly all too common, and remembering that we’re all driven to do things we regret at times may help you deal with the situation in context. Almost certainly the client won’t be angry with you, more likely the situation. They may be beside themselves with worry for their beloved horse, or be fretting about paying your unexpected bill. None of this excuses bad behaviour, but it may take the heat out of your response. There is a simple mantra to bear in mind when dealing with difficult scenario: KLARDOC.

Keep calm
In their mind, at least, the customer really is always right! Even if you don’t agree with them, your clients’ views are personal, and deeply held, so don’t refute them. It’s not easy having a one-sided argument, so if your client is shouting and you remain quiet and calm, she will start to follow suit. Don’t talk over her, and don’t raise your own voice – if anything, speak quieter and she will have to pipe down to hear you. Be open to the possibility that she might be right, don’t get defensive and take her accusations personally, she’s cross and you just happen to be the face of the practice right now. [...]