Someone is angry. Someone yells or cries. They complain about something. And a lot of their emotion is aimed at you. The first thing to know is that anger is often secondary to another emotion such as sadness, fear, frustration or anxiety – all of which are commonly encountered when dealing with sick pets.
There is a difference between an angry client and an abusive client. Neither you, or any member of your team should feel unsafe at work. It is a good idea to have a practice policy which sets out what behaviours are unacceptable and may include violent or threatening behaviour and bad language.
Top tips for diffusing anger:
- Communication isn’t just what you say, its also how you say it and your body language. Use appropriate eye contact and try to avoid closed body postures, such as folding your arms which can come across as defensive.
- Remain respectful and get the facts.
- Listening matters. Demonstrate that you are really listening to your client’s concerns.
- Don’t argue. Listen to the client’s perspective to help you move forwards constructively
- Try to be aware of your own emotion and manage it to avoid making the situation worse.
- Show willingness to help and explore solutions with the client – ask what they would like to happen to resolve their complaint.
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