Veterinary CPD webinar – Veterinary Communication Skills: 7 Techniques Every Vet Should Master

Here are seven communication techniques every vet should master.

1. Build Relationships, Not Just Treatment Plans

Clients don’t simply want medical information. They want to feel heard, understood and valued.

Relationship-based communication focuses on building trust through genuine human connection. This might involve asking about a client’s family, following up on a previous conversation, or simply taking a moment to acknowledge their concerns before moving into clinical discussions.

Many vets worry that spending time on personal conversations will make consultations longer. Interestingly, research suggests that relationship-based communication can actually improve efficiency by strengthening trust and reducing resistance to recommendations.

Clients who trust their veterinary surgeon are often more confident in the advice they receive and more likely to follow through with recommended care.

2. Ask Better Questions

The quality of the information you receive often depends on the quality of the questions you ask.

Open-ended questions encourage clients to provide detailed information and can uncover concerns that may otherwise remain hidden.

Instead of asking:

“Do you have any questions?”

Try:

“What questions do you have?”

Instead of:

“Has Bella been drinking more water?”

Consider:

“What changes have you noticed in Bella recently?”

Open-ended questions create opportunities for conversation rather than simple yes-or-no answers and often provide valuable clinical insights.

3. Learn to Listen More Than You Speak

One of the most powerful communication skills isn’t speaking, it’s listening.

Research discussed in the webinar highlighted that veterinary professionals often interrupt clients within seconds of them beginning to speak.

Active listening involves:

• Maintaining engagement
• Allowing clients to finish their thoughts
• Using verbal and non-verbal cues to encourage conversation
• Demonstrating genuine interest in what the client is saying

Reflective listening takes this one step further by summarising or paraphrasing what you’ve heard to confirm understanding.

Simple phrases such as:

“What I’m hearing is…”

or

“It sounds like your main concern is…”

can prevent misunderstandings and help clients feel truly heard.

4. Use Shared Decision-Making

Gone are the days when vets simply told clients what to do.

Today’s clients want guidance, but they also want to be involved in decisions about their pet’s care.

• Shared decision-making involves:
• Explaining available options
• Discussing risks and benefits
• Understanding client goals and limitations
• Making recommendations tailored to individual circumstances

Rather than acting solely as the authority figure, the veterinarian becomes a trusted advisor who works alongside the client to determine the best path forward.

This collaborative approach often leads to higher satisfaction, stronger compliance and better outcomes.

5. Avoid Information Overload

One of the most surprising statistics shared during the webinar is that clients may forget between 40% and 80% of the information discussed during a consultation.

This means that delivering large amounts of information in a single uninterrupted explanation is rarely effective.

Instead, use a technique known as “chunk and check”:

• Deliver information in small sections
• Pause regularly
• Check for understanding
• Encourage questions

By breaking complex information into manageable pieces, you help clients process and retain what you’re telling them.

Supporting verbal discussions with written instructions, visual aids and discharge notes can further improve understanding.

6. Lead Clients Through Conversations with Signposting

Clients often feel overwhelmed when discussing complex medical issues.

Signposting provides a roadmap for the conversation and helps manage expectations.

For example:

“First I’ll examine Charlie, then we’ll discuss what I’ve found, and after that we’ll go through the treatment options together.”

Or:

“There are three findings from the blood tests I’d like to discuss today.”

This simple technique creates structure, reduces anxiety and helps clients follow the conversation more easily.

It also prevents consultations from feeling rushed or disorganised.

7. Never Underestimate the Power of Empathy

Empathy is often what clients remember most about a consultation.

While clinical knowledge explains what is happening medically, empathy acknowledges the emotional impact of the situation.

Simple statements such as:

“I can see this is upsetting news.”

“I understand why you’re concerned.”

“I know this isn’t what you were expecting today.”

can transform a difficult conversation.

Empathy doesn’t require having experienced exactly the same situation as your client. It simply requires recognising their emotions and responding in a way that shows understanding and compassion.

Communication Is a Clinical Skill

The most effective veterinary surgeons understand that communication is not separate from medicine, it is an essential part of medicine.

Every recommendation, treatment plan and diagnosis relies on your ability to communicate clearly, build trust and support clients through difficult decisions.

The good news is that communication is a skill that can be learned, practised and improved throughout your career.

Watch the Full Webinar

These seven techniques are just some of the practical communication tools discussed by Dr Kate Boatwright in her webinar.

The full session explores:

• Relationship-based communication in greater depth
• Conflict management strategies
• Collaborative care and specialist referrals
• Inclusive communication approaches
• Real-world consultation examples
• Practical communication frameworks for everyday practice

Watch or download the full webinar on our website to gain deeper insights and learn how to apply these techniques in your own consultations.