The British Veterinary Association (BVA) is to address difficult conversations and tense situations across two dedicated sessions at BVA Congress.
The event, which takes places as part of London Vet Show from 19-20 November, will see BVA senior vice-president Rob Williams chair discussions aimed at giving attendees practical advice for these confrontations.
Its sessions have been presented as a response to the CMA’s Market Investigation into veterinary services for household pets. BVA says that many of its members are facing difficult conversations and tense situations more frequently.
Its first topic, hosted on Thursday, 19 November at 1.30pm, is titled When the consulting room gets difficult: Practical approaches to tense encounters. Rob Williams will be joined by Neerja Muncaster (senior lecturer, University of Surrey) and Lara Wilson (regional clinical lead, CVS).
The panel will reflect on actual experiences to explore what vets can say to keep conversations constructive and relationships strong. They will share real examples and short scripts to demonstrate how delegates can de-escalate emotions, clarify misunderstandings and steer the conversation.
Meanwhile Money matters: Navigating difficult cost conversations with confidence will take place on Friday, 20 November at 2pm. On the panel will be Francesca Verney (founder and vet surgeon, PetPeople Vets), Brian Faulkner (vet clinician and business consultant, Vetology Ltd) and Cat Henstridge (CEO, Vet Pursuits).
The session will focus on practical tools, designed to help delegates ‘handle uncomfortable discussions about money with confidence’. As a result, BVA hopes clients will ‘better understand the value of veterinary care.
Speakers will present case studies from practices, supporting vets to explain fees professionally, manage expectations and keep discussions professional.
Dr Gwen Rees, BVA president, said: “Difficult conversations about cost and tense situations in the consultation room are sadly not new to our profession, but since the start of the CMA investigation more than two years ago, we know many of you are experiencing them more frequently.
“These sessions will give you some tools to use when discussions get difficult, to help you handle them with more confidence so you can maintain and build on your strong relationships with your clients.”
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