Vettalk is designed to help veterinarians and their teams strengthen their communication skills, foster deeper connections, and navigate challenging conversations with confidence.

Our focus is on equipping professionals to:

• Meet people where they are, with understanding and empathy

• Cultivate awareness of their own emotions and those of others

• Resolve unhealthy conflict while empowering healthy, productive discussions

• Manage change effectively and de-escalate tense situations

• Celebrate wins and nurture long-term success

By learning to lead themselves well, veterinarians can lead others effectively—ensuring they go home each night feeling proud of how they handled their interactions and decisions.

Vettalk is centered around self-awareness, trust-building, and sustainable relationships—key elements in reducing stress, enhancing collaboration, and improving patient care.

Through online and in-person workshops, focus groups, and connecting conversations, we help veterinarians and their teams increase their communication capacity, fostering more impactful interactions with pet parents, peers, and staff. By addressing both the emotional and technical challenges of veterinary practice, we aim to create a more supportive, resilient, and thriving environment for all.

The 3 C’s of Supportive Conversations

Communication with, Compassion for, and the Care of

Dr. Bob has faced this situation many times, but it never gets easier. Buddy’s condition is complex, potentially fatal, and costly. The pet parents are visibly distressed—one exhibiting frustration, the other on the verge of tears. As Dr. Bob enters the treatment room and observes their emotional turmoil, he feels anxious about the impending conversation and opens with, “Unfortunately, Buddy is very sick, and we have a lot of things going on...”

Shifting Our Approach to Conversations

When communicating with pet parents, we often begin with information about the patient's care, expecting them to make decisions accordingly. While our compassion for the patient is instinctively present, we may overlook the need for compassion toward pet parents themselves. Depending on the severity of the case, associated costs, and their emotional readiness, these conversations can become highly charged or unfold with less tension.

A crucial reminder here: People don’t care how much you know until they know how much you care.

To build trust and strengthen relationships, we must be intentional in expressing compassion for pet parents—not just before delivering medical information but throughout the conversation. This approach helps them process their emotions, make informed decisions, and feel genuinely heard.

Balancing Transactional and Relational Spaces

Medical professionals are highly trained in the transactional space—diagnoses, treatments, and procedures. However, there is significantly less training in the relational space, which encompasses interactions with pet parents, team members, and other stakeholders.

When faced with emotionally charged conversations—especially those involving financial concerns—there’s a tendency to retreat into the transactional space, emphasizing factual details about patient care. If emotions escalate, we often respond with even more medical information, inadvertently neglecting the emotional needs of pet parents. Ironically, this contributes to the very emotional tension we hope to avoid.

A Reengineered Approach to Difficult Conversations

Let’s revisit Dr. Bob’s initial statement:
"Unfortunately, Buddy is very sick, and we have a lot of things going on..."

For pet parents, “unfortunately” can be an immediate trigger, creating fear that Buddy may not survive. Likewise, “a lot of things going on” heightens their anxiety and provides an opening for financial concerns to arise.

Instead of leading with a transactional approach, we can prioritize empathy before transitioning into medical details. This involves checking in with pet parents first, sharing necessary information, and then ensuring clarity and support.

A More Effective Dialogue

Dr. Bob enters the treatment room and says:
"This has been a difficult and emotional morning for both of you. May I ask how each of you are doing?"

(Pet parent response: “Yes, it has. Thank you for asking. There’s so much to take in…”)

"I appreciate you sharing that. As a pet parent myself, I understand how overwhelming this can feel. I’m sure you have many questions about Buddy’s condition, possible next steps, and the best way to proceed."

(Pet parent response: “Yes, please.”)

"Let’s start by discussing Buddy’s condition. Our primary focus right now is ________."

(Pet parent response: Questions/clarification.)

"Now, let’s go over the treatment options available, their costs, and next steps for Buddy’s care."

(Pet parent response: Questions/clarification.)

"This is a lot to take in. Do you need time to think it through? Is there anything I can help with right now?"

(Pet parent response: Decision-making process.)

"Let me summarize our plan, how we’ll proceed, and how we’ll keep you informed about Buddy’s progress."

The Power of Compassionate Communication

By prioritizing compassion before transitioning to medical details, pet parents feel heard, valued, and emotionally supported—making them more prepared to process information and make decisions.

Once a treatment plan is set, an emotional check-in is key:
"Before we wrap up, let’s take a moment—how are you both doing? This has been a lot to work through."

(Pet parent response.)

Closing statement:
"Thank you for being such dedicated pet parents and for trusting us with Buddy’s care."

The Role of Intentional Communication

The greatest strength medical professionals have is deep compassion for patients, which extends to their pet parents. The challenge lies in designing treatment plans that align both medical needs and emotional considerations.

By being intentional with our words, tone, and actions, we can navigate emotionally charged conversations with confidence, clarity, and empathy. This allows us to deescalate tension, resolve conflicts, and cultivate long-term trust with pet parents—turning them into lifelong advocates for the practice.

As I like to say:
"Your system is perfectly designed to achieve the results you are getting."

If every fourth car on an assembly line is missing a front fender, the system is designed to produce that outcome. No amount of frustration or blame will change it—only adjusting the system will yield different results.

So, the question is: Are you ready to change your system to achieve a different result?

If so, I’m here to help! Feel free to reach out, and we can set up a complimentary success conversation.

Michael Walker

michael@capstonecoaching.ca

Vettalk Workshops + Communication Sessions
On-line and In-Person

Communication Mastery

Self Awareness - Who Am I

Other Awareness - Who Are They

Celebrating The Wins - L6

De-escalation Techniques

Win/Win Outcomes – The Art of Negotiation

The Art of Active Listening

The Power of Words, Tone, and Body – The 55/38/7 Rule

Influential Leadership

Pet Parent Education and Preparation

The 3 C’s of Supportive Conversations

Conflict Mastery

Resolving Unhealthy Conflict

Empowering Healthy Conflict

Unconditional Curiosity

Pricing Mediation – Value Added Conversations

Change Management mastery

3 Seasons of Change

Delivering Bad News

Negotiating For A Change

Tricky Triage Conversations

customized focus groups

Customized focus group sessions (Doctor, Tech, and CSR) that address specifically identified communication challenges, problem solve real time upcoming situations as well as explore and reverse engineer past situations.

connecting conversations

Live online check-in and continuing education sessions. An opportunity to celebrate the wins, share best practices and increase communication mastery.

I look forward to exploring how I can help you and your team. Please reach out and let’s get a Zoom call setup at your convenience!

Michael Walker
michael@capstonecoaching.ca