As an RVN, you’re often the first point of contact for clients seeking advice, reassurance, or support. Whilst many nurse consultations go smoothly, others can quickly veer off course. It might be a client questioning a treatment plan, becoming emotional in the middle of a conversation, or pushing back on costs. These moments, although difficult, are part and parcel of the role. With the right tools, mindset, and training, they can be managed with confidence and compassion.
Let’s explore how to navigate these complex conversations while preserving the client relationship and protecting your own wellbeing.
Recognising a difficult nurse consult early
Challenging nurse consults don’t always announce themselves from the start. Sometimes, what begins as a routine check-up can shift in tone unexpectedly. This can be triggered by a client’s emotional state, confusion over the recommendations being given, or perhaps even a sense of being overwhelmed by financial or ethical concerns.
You might notice subtle cues. For example, a change in body language, defensive replies, or hesitation to follow advice. Being attuned to these early signs gives you the opportunity to gently redirect the conversation before it escalates, creating space for empathy, clarity, and mutual understanding.
Communication strategies that make a difference
Handling these moments with professionalism doesn’t mean having all the answers — it means knowing how to respond, even when emotions are running high. A useful approach involves three key steps: first, recognising the emotional tone of the nurse consult, whether it’s frustration, fear, or sadness; second, reflecting this back to the client in a calm and empathetic way, such as saying, “I can see this is really upsetting for you”; and finally, responding with clarity and reassurance, rather than becoming defensive.
Asking open-ended questions can be a powerful way to bring the client into the conversation during nurse consults. A question like, “What are your thoughts on the treatment plan we’ve discussed?” not only shows respect for their perspective but often reveals concerns you can address directly.
Validation is also key. Sometimes a simple acknowledgement like, “It’s completely understandable that this feels overwhelming” can ease tension and help the client to feel seen and be heard. Pairing this with calm, steady communication and body language helps de-escalate heightened emotions and maintain control of the consult in a supportive way.
Handling common challenging scenarios
In practice, certain comments come up time and again. Take, for example, the client who says, “I’ve had pets all my life. I know what I’m doing.” Rather than challenge their experience, it’s often more effective to lean into curiosity and collaboration: “Absolutely. It sounds like you’ve had a lot of experience. I’m here to help support you and your pet with the latest clinical advice too, so we can work together.”
If a client raises concerns about cost, jumping into a detailed breakdown of fees can feel defensive. A better approach might be to acknowledge the concern and offer clarity: “I know cost can be a real concern. Would it help if I explained what’s included and why we’ve recommended it?”
When emotions run high during nurse consultations, such as after an unexpected complication or side effect, it’s important to stay calm and acknowledge the distress: “That must have been really stressful. Let’s take a moment to talk everything through and make a plan moving forward.”
These phrases aren’t rigid scripts — they’re simply starting points for more compassionate, client-centred conversations. With experience and confidence, your own language and style will naturally develop.
Building confidence during nurse consults through advanced CPD
It’s easy to assume that strong communication during nurse consultations is just something you either have or don’t, but in reality, it’s a skill like any other in veterinary nursing. It can be taught, practiced, and strengthened through the right training.
Courses like the Level 5 Advanced Diploma in Veterinary Nursing – Practice Nurse are specifically designed to help RVNs develop their consultation and communication skills. As well as building clinical and consultation skills, the programme explores how to plan nurse consults and the key factors to consider to provide good client care.
Developing these skills doesn’t just benefit clients and patients — it builds your confidence, supports your wellbeing, and opens the door to a more advanced, autonomous role within your practice.
Challenging conversations are part of the job, but they don’t have to derail your day. With practical tools, reflective communication, and continued professional development, they become opportunities to strengthen trust, educate owners, and ultimately improve patient care. So next time a nurse consult gets complicated, pause, breathe, and remember: you’re equipped for this.