{"id":2529,"date":"2019-07-29T07:00:33","date_gmt":"2019-07-29T07:00:33","guid":{"rendered":"https:\/\/www.fearfree.com\/2019\/07\/crisis-communication-tips-for-calming-pet-owners\/"},"modified":"2024-09-04T20:04:02","modified_gmt":"2024-09-04T20:04:02","slug":"crisis-communication-tips-for-calming-pet-owners","status":"publish","type":"post","link":"https:\/\/www.fearfree.com\/2019\/07\/crisis-communication-tips-for-calming-pet-owners\/","title":{"rendered":"Crisis Communication: Tips for Calming Pet Owners"},"content":{"rendered":"
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Maggie Marton<\/strong>A 2018 article published in Veterinary Sciences<\/em> synopsized a dissertation examining the connection between owner loyalty to their pets\u2019 veterinarians and their perception of the communication from the veterinarian and staff. The study<\/a> found that good communication delivered all kinds of benefits, from customer loyalty to trust in the veterinarian to likelihood of following treatment instructions to perception of a greater value for services rendered.<\/p>\n

But good communication can be difficult, and it can feel nearly impossible in times of crisis–when a pet is ill or injured, when an animal is dying, or when a client doesn\u2019t understand or can\u2019t afford care options, for instance. While many communication tools are available, one promising model for veterinarians to help calm pet owners is Nonviolent Communication (NVC).<\/p>\n

What is NVC?<\/h3>\n

The goal of NVC is to communicate and express yourself clearly, then receive what you hear back without judgment. The communication model avoids language that promotes disconnection, such as blaming, comparing, judging, or doling out advice.<\/p>\n

Leslie Ritter-Jenkins, a certified trainer with the Center for Nonviolent Communication, says NVC is being practiced in the human medical field and fits veterinary medicine well. \u201cBecause veterinarians, like many people in the medical world, are people of authority, we tend to give them a lot of power,\u201d she says.<\/p>\n

Being mindful of language used matters because people tend to either rebel or submit to perceived authority. This is critical in times of crisis because when a client is triggered–by fear, anger, grief, and so on–that lack of control makes communication more difficult. As the \u201cauthority\u201d in the room, using NVC tools can establish trust and confidence between the veterinarian and client while avoiding or mitigating conflict.<\/p>\n

It\u2019s just one framework for clear communication, but its principles fit veterinary medicine because the foundation is built on one thing: compassion. In times of crisis, especially when life and death decisions must be made, a compassionate response can shift the tone of the conversation.<\/p>\n

The NVC Process<\/h3>\n

According to the Center for Nonviolent Communication, the model consists of two sides: empathetically listening and honestly expressing. You can\u2019t control what your client says–or hears–especially while facing stress or fear, but you can control your listening skills and your response. Here are the four steps to the NVC process to employ:<\/p>\n