Difficult client encounters

Balance veterinary client satisfaction with your own wellbeing in 30 days


The veterinary-client relationship forms a central part of veterinary work, and our ability to achieve the best outcomes for our patients. We also derive a significant amount of job satisfaction from working with people on a daily basis. But, at times, we can experience difficult interactions with our clients.

This course aims to support you to develop the communication and management skills to better navigate difficult client encounters. The course is relevant for anyone working in a clinical veterinary environment, and is suitable for an international audience.

  • The ten things you need to know about difficult client encounters
  • The impact of difficult client encounters on our health, career and practice
  • Have you ever been FOGged (i.e. made to feel fear, obligation and guilt)?
  • A tale of road rage and online reviews - why are some clients so angry?
  • Emotional labour and veterinary medicine: a new approach to empathy
  • Coconut oil, Dr Google and communicating across the divide
  • Practical communication strategies to handle difficult client encounters at work
  • Emotion management strategies to handle difficult client encounters at home
  • Working with uncertainty, failure and medical error
  • Teamwork and whole-clinic approaches to difficult client encounters

Although designed to support you over 30 days, the course is entirely self-paced; you can engage with the learning materials at your own speed. Learning is supported through live webinars (which are recorded and can be viewed at a later date), bite-size podcasts, selected readings, discussions, and reflective work. This course takes 6 hours to complete and a certificate of participation will be provided at the end.

The course will launch in August 2017 - to pre-register, use the enroll button above. If you have any questions, please contact us at [email protected]

Your Instructor

Jenny Moffett BVetMed MSc Dip MC SFHEA PGCE MRCVS
Jenny Moffett BVetMed MSc Dip MC SFHEA PGCE MRCVS

Jenny Moffett is a veterinary coach specialising in communication, well-being and career topics. She has a veterinary degree from the Royal Veterinary College, a Masters in Science Communication from DCU Dublin, and a Diploma in Coaching and Mentoring from the Institute of Counselling. As the lead coach with Skillstree.co.uk, and with over a decade's experience of communication coaching, Jenny's passion is helping people to thrive in their work.

Frequently Asked Questions

When does the course start and finish?
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
How long do I have access to the course?
How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.
What if I am unhappy with the course?
We would never want you to be unhappy! If you are unsatisfied with your purchase, contact us in the first 30 days and we will give you a full refund.

This course is closed for enrollment.