For animals, clear warning signals are critical for survival. A wasp’s black and yellow stripes signal clearly, they are a forbidden–yet crunchy–snack for any curious predators. A cobra fans its hood, a horse rears up, and a pug gags, regurgitates, and then turns purple. These are all the same, unmistakable message: “Proceed with caution!” Veterinary professionals also rely on recognizing warning signals to keep ourselves and our teams safe. Our job requires entering the Danger Zone, and navigating treacherous territory is best done by knowing when an attack–even a defensive one–might come. While we are quick to take the Kenny Loggins Interstate when it comes to animal behavior, many of us fail to realize client communication requires the same careful handling. Just as you would not put on a clown mask and sprint towards a herd of rhinoceroses or perform crocodilian dentistry without an oral speculum and a darn good anesthetist, you need to approach tense client interactions with caution. Your goal is to defuse tension, deliver necessary information, and have clients leave you glowing five-star reviews rather than steaming in the parking lot. The key? Give them a clear, thoughtful warning when you are heading into dangerous emotional territory. Image generated by ChatGPT/DALL·E, OpenAI Neutralize defensiveness A well-placed warning shot is essentially humane shock therapy. It temporarily stuns the primate brain, smoothing out emotional reactivity and preventing clients from spiraling into panic, and it can be delivered with surgical precision through nothing more than words. When done skillfully, it simultaneously takes out two communication killers: panic and distrust. People fear the unknown. When they sense difficult news approaching, they brace for impact. Even if it is a reflexive wince, you would rather have some sort of protection rather than just having a rabid squirrel jump onto your face like you are Clark Griswold. If you jump right in with clinical details without first preparing the client, you risk triggering an emotional meltdown. It is like trying to trim a horse’s hooves during a fireworks display—unnecessarily chaotic and dangerous. Load! Aim! Fire! Delivering the perfect warning shot is just like any other form of marksmanship: it requires good aiming and timing. First, set your sights right onto the problem: the client’s fear of not being able to handle the information. People worry; it is what separates us from the animals. We tell ourselves stories about how we are unprepared and unable to handle certain things, which makes us extremely scared when we find ourselves in those situations. That’s fine, that’s okay, because the good news for your clients is they have a trusted guide who will help them get through it. The competent professional is you! Second, make sure you fire your warning shot at the right time—when the client is ready and willing to listen, and before their autonomic nervous system has had a chance to pull all the alarm bells and run out of the school screaming maniacally. Warning shots are a specific kind of “signpost,” a communication technique for redirecting a conversation into different territory. They are like an airline pilot announcing upcoming turbulence on the PA several minutes beforehand, rather than waiting until bags of pretzels go flying into the air. An example of a good warning shot: “So, I got back Sergeant Biscuit’s lab results, and I’m afraid there are some pretty concerning findings…” And a bad one: “The calcium is really elevated, and that could be cancer, but you’ll have to do a biopsy to find out.” And a really bad one: “Don’t get too attached, there’s nothing you can do, and we don’t have any payment plans.” The first approach works better because it prepares the client emotionally without immediately launching them into panic mode. It signals that tough news is coming but also suggests you're ready to help them through it. More and more, the evidence is pointing clearly towards the need for collaborative approaches with our clients (reference). We are at our best when the VCPR (veterinarian-client-patient relationship) is at its best, and that means treating your client’s emotions like you would a fainting goat: delicately. Obviously, you cannot just lie and say a 14-year-old Maltipoo’s generalized lymph node enlargement and PU/PD is probably just “old age.” However, if you head straight into the highly relevant but sensitive subject of median survival times and cost of chemotherapy, you are likely to upset your client and lose their ability to collaborate. Giving them a warning shot first sets you up for success by neutralizing people’s tendency to experience catastrophes. Trust through superior strength An intentional warning shot, when delivering bad news, can make the difference between a succinct, efficient conversation that leaves the client well-informed and feeling supported, and a popped eyeball facial expression with a post-appointment text thread to other potential clients that reads, “My vet is an idiot!” It is an essential skill in communication. Without it, you lose a competent clinical partner by unnecessarily scaring your clients by making them feel kicked out of a moving vehicle by a cruel and unfeeling sociopath. It is the equivalent of a wasp wearing a ladybug costume and landing gracefully on your outstretched hand during a lovely spring morning and then firing its venom-laden stinger into your most vulnerable body part. Use the warning shot to clearly and compassionately prepare your clients for challenging conversations. You are not just communicating medical facts; you are building a critical partnership. Give them fair notice that you are about to traverse difficult terrain, and assure them you are there to guide them safely through. With practice, your clients will not only feel prepared—they will feel supported, understood, and respected. That is how you build lasting trust and truly help the animals you both care about. The warning shot works like a signal flare, calling in reinforcements of your client’s coping skills. It gently whispers “danger ahead” to the adult in the room, because presumably your clients are not actual children (not legal in most states, BTW). I’m sure it feels that way sometimes, but give the warning shot the next time you need to navigate a difficult conversation and let me know what you think. Do not forget the warning shot and practice your aim and timing until you can deliver it with killer accuracy right into the panic center of your client’s brain. Prepare them for the reality of their pet’s situation, because your job is to discover that reality and communicate it to them. Give them a loud and clear warning that you need to traverse some scary ground, but that you can help them understand why and where they are heading. Greg Bishop, DVM, is a small animal veterinarian and a part-time veterinary technology instructor in Portland, Ore. Dr. Bishop also creates the monthly cartoon series, “The Lighter Side.” The author’s opinions do not necessarily reflect those of Veterinary Practice News.
