Interactive training teaches dos and don’ts of client communication

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Woman in blue scrubs speaking to man while he pets small dog

Meaningful conversations with pet owners can help improve compliance and enhance patient care. A new interactive training module on AVMA Axon® examines specific words and phrases veterinary professionals can use to improve communication with pet owners.

Talking with clients: Language dos and don’ts explores the most effective language veterinary teams can use to connect with clients, build trust, have honest discussions about cost of care, and ultimately provide better, more customized patient care. Participants come away with practical insights that can be applied in daily interactions with clients.

The training provides insight into pet owners’ thoughts on a range of topics:

  • Why does veterinary medicine matter?
  • What does the veterinarian bring to the table?
  • How can pet owners pay for veterinary care?

It explores how our words can help pet owners better understand the value of veterinary care, including preventive care, and encourage them to prioritize wellness visits.

More than a lecture, this training is an interactive learning experience. Throughout the module, participants answer multiple choice questions, choose appropriate language for specific situations, and engage with the learning in other ways—like dragging and dropping content, and clicking areas to learn more. The course offers 1 hour of CE credit and is free for AVMA and Student AVMA (SAVMA) members. It costs just $25 for all other veterinary professionals.

More practical communication tools

The training is based on research conducted with pet owners across the United States through the AVMA’s Language of Veterinary Care Initiative, made possible in part by educational funding from CareCredit® and Pets Best Pet Health Insurance. AVMA members also can download a free ebook that compiles practical lessons into an easy-to-use resource for veterinary teams to keep on hand.

If you’ll be at Western Veterinary Conference in March, be sure to meet up with AVMA at booth 2259 to learn more about these language dos and don’ts, and to attend the CE session we’ll be presenting on the topic.

Learn more about the Language of Veterinary Care Initiative and tools at



Find more practical resources for your practice at

Support for the Language of Veterinary Care research and resources is provided in part through educational funding from our partners CareCredit® and Pets Best Pet Health Insurance.


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