Perhaps you’ve come across it online, or during your last vet visit, you might have overheard another client expressing frustration and judgment at the reception desk. Recently, there was a social media uproar in a neighboring country. A significant change was underway for the area: after-hours emergency care would no longer be available due to staffing shortages. Instead, clients would be referred to a telehealth service for triage and medical services.
This change didn’t sit well with the local clientele. In response, people were expressing sentiments like “if they truly cared about animals, they would always be available when we need them” or “shame on all you vets” or “at one time, vets genuinely cared about our pets, not anymore.”
These online statements about this incident mirror those heard in the clinic as well. In moments of stress and heightened emotions, it’s not uncommon for clients to inadvertently resort to emotional blackmail when interacting with veterinary professionals. Emotional blackmail involves the use of manipulative tactics, such as guilt-tripping, veiled threats, or emotional pleas, to influence decisions or elicit special treatment for their pets. This behavior often stems from the deep emotional connection people have with their animal companions, coupled with the distress of seeing them unwell or in pain.
Though sadly, it has become somewhat normal, having to navigate these uncomfortable interactions with clients and viewing these comments online takes a very negative toll on veterinary professionals. Veterinary technicians, assistants, receptionists, and doctors are all human. They all entered the field of veterinary medicine because of their deep love for animals. The emotional blackmail experienced from clients can lead to heightened stress, burnout, and a sense of demoralization among the veterinary staff. The passionate individuals working tirelessly to provide the best care for pets find themselves grappling with the emotional weight of unwarranted guilt or criticism. This not only affects their mental well-being but can also impact the overall quality of care they strive to deliver.
It’s essential for both clients and veterinary professionals to recognize the emotional impact of these interactions and work towards fostering a supportive and understanding environment for the sake of everyone involved. These interactions often display as anger. And as we know, anger is often not the primary emotion.
For example, many of the pet owners writing the aforementioned comments online seemed angry. However, they were likely experiencing fear on behalf of their beloved pet. It is normal to feel scared about not getting your pet to a vet in time during a true emergency. Both pet owners and veterinary staff understand that fear is a valid response to the urgency of pet care. However, it is not acceptable to resort to questioning and demoralizing individuals in the industry. While acknowledging and expressing fear is a natural response, it is crucial for pet owners to channel these emotions into open and respectful communication rather than employing tactics that may inadvertently emotionally blackmail veterinary professionals.
“…emotional blackmail not only fails to achieve positive outcomes but also harms the collaborative partnership necessary for the optimal care of the pet.”
Additionally, in the clinic, heightened emotions often surface during unexpected illnesses. When clients are confronted with an extensive list of diagnostics, the financial investment can accumulate significantly (refer to the post on Understanding the Cost of Quality Vet Care). This is another scenario where clients may express anger, which may actually stem from an underlying feeling of guilt—guilt for not seeking help sooner, or guilt for being financially unprepared. It’s important to acknowledge and validate these feelings of guilt, as they are understandable. However, resorting to attacking the motivation of the veterinary team with statements like “so you will let my dog die if I don’t pay?” is counterproductive. Such emotional blackmail not only fails to achieve positive outcomes but also harms the collaborative partnership necessary for the optimal care of the pet.
In conclusion, navigating the delicate balance of emotions in veterinary medicine is an integral aspect of ensuring the well-being of our beloved pets. While it is completely normal for pet owners to feel fear, frustration, and guilt in the face of unexpected illness or hefty medical expenses, it is equally crucial to recognize the potential pitfalls of resorting to emotional blackmail. Veterinary professionals, driven by a profound love for animals, deserve understanding and respect as they strive to provide the best care possible. Establishing open communication, empathy, and mutual respect between clients and veterinary staff fosters a collaborative environment that ultimately benefits the health and happiness of our cherished animal companions. As we face the challenges of pet care together, let compassion and cooperation guide our interactions, acknowledging the shared goal of ensuring the well-being of our furry friends.