AVMA LIFE/PLIT and PPH – Communication Tools for Managing Angry Clients

Pet Poison Helpline, AVMA LIFE and AVMA PLIT have teamed up to co-sponsor webinars on a variety of topics pertaining to veterinary wellness as well as personal and professional risk management. We hope you can join us on our journey!

Jane R. Shaw, DVM, PhD
September 3rd, 2020

View the recorded presentation here!

Anger is a secondary emotion; take time to discover what emotions lie beneath the anger, often fear and sadness lurk. Then move through anger by diffusing the emotion, using reflective listening, empathy, and partnership.

Jane R. Shaw, DVM, PhD is a recognized expert in veterinarian-client-patient interactions. Her dissertation was the first scientific study of veterinarian-client-patient communication and her publications focus on the analysis of videotaped conversations between veterinarians and their clients and animal patients. Dr. Shaw received her veterinary degree from Michigan State University in 1994 and received her PhD in Epidemiology at the University of Guelph in Ontario, Canada in 2004. Dr. Shaw implements the communication curriculum at Colorado State University, focusing on clinical interviewing skills to enhance professional performance through partnership with colleagues and clients.

 

 

Instructions for viewing the recorded webinar:

  1. You will first need to register for the webinar. After completing the registration form, you will be taken directly to the event lobby.
  2. In the lobby, you will see colored widgets at the bottom of your screen for the slides, media player, Q&A, speaker bio, post-test, certification, and resource list. Click on the widgets you want to have open and press play in the media player to begin the recording.