Delivering Bad News: A Crucial Conversation MyEVT: "Understand Your Client’s Perspective
• Exploring the client’s perspective using open-ended questions allows you to assess her understanding of the pet’s illness. Customize your information-giving and address the client’s concerns. Ask things like: “What are your concerns regarding Max’s condition?” “What do you think is causing Max’s lameness?” “What seems to make it worse?”
• Determine exactly what your client wants to know. People have different ways of coping with bad news. Some wish to learn as much as they can, so they feel in control, while others prefer not to know and cope by avoiding thinking about it. The goal is to tailor your discussion to your client’s individual needs. For instance: “Claire, I know how involved you are in caring for Max. How much detail would you prefer as we discuss his lameness?”
Ask Permission to Proceed with Information-Giving
• Ask permission to share the information with the client. This act of respect allows the client to ready their minds, be receptive to what you have to say, and pace the conversation with you. Try something like: “Would it be all right to go over the x-ray findings with you?”"
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