Utilising interpersonal skills to manage challenging client behaviour
Emma Stansfield
Thursday, June 2, 2022
Widespread pandemic-related disruption has led to increasingly challenging client interactions. TheBritish Veterinary Association (BVA) found that 57% of veterinary staff surveyed in 2021 reported feeling intimidated by client behaviour during the previous year; a 10% increase from 2019. The psychological impact of consistently difficult or abusive interactions can be significant and contribute to the high incidences of stress, burnout, attrition and potentially suicide increasingly noted in the industry. This understanding further highlights the need to focus on developing individual self-care strategies and leaders offering appropriate support to their team. Historically, veterinary education has overlooked the importance of training in interpersonal skills, such as communication, conflict resolution and emotional intelligence. However, human and veterinary medicine is evolving with increasing recognition of the significance of communication skills training to help prevent and manage of challenging client behaviour. This may help to ensure practitioners are better prepared for the challenges that await them.


Subscribe to get full access to The Veterinary Nurse
Thank you for vising The Veterinary nurse and reading our archive of expert clinical content. If you would like to read more from the leading peer-reviewed journal for veterinary nurses, you can start your subscription today for just £26.
Subscribing will enable you to:
- Stay up-to-date with current thinking and best practice in veterinary medicine
- Enhance your knowledge and understanding of all key clinical topics
- Achieve the mandatory requirement of 45 hours' documented CPD over a three-year period