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When Greg Bishop, a veterinarian, writer, and cartoonist, first learned nonviolent communication in veterinary medicine, it transformed how he dealt with difficult clients. What once felt like a precarious challenge became an opportunity to turn clients from ferocious lions into purring kitties.
Nonviolent communication is about staying aware of your own emotions during interactions. As Greg says, “Keep it Vertical.” Acknowledge that “I have needs, you have needs—let’s work together to meet them.” This mindset protects you from harmful comments, allowing you to stay focused on helping the client.
Greg shares real-life stories, including one where he took over a case involving a critically ill puppy. The client’s first phone call started with a tirade of complaints. Instead of getting triggered, Greg paused and thought, What does she need? By coaching the client to stay calm, he helped the team deliver life-saving care.
New to nonviolent communication? Greg suggests:
- Be patient and understanding
- Be as self-confident as possible
- Stay aware of your feelings and emotions
Clear communication and emotional awareness are key. If you listen, your client will tell you what matters to them, creating a richer experience for both of you.
You can follow Greg’s cartoons, blog, and more at his website, Sasquatch Paw.
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What’s Inside
- What is nonviolent communication?
- Steps to get started with nonviolent communication techniques.
- How nonviolent communication can impact client cases.
- Being emotionally self-aware and listening can tell you all you need to know right away.
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