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Diversity is defined as differences between people, including age, gender, ethnicity, culture, religion, political affiliation, socio-economic status, education level, gender identity, sexual orientation, and physical, emotional, and mental abilities.1 Differentiating within such categories is natural but limits the ability to work with and learn through diversity. [ABSTRACT FROM AUTHOR]

The article discusses the need to negotiating a mutually accepted treatment plan with veterinarian clients and encourage their participation while increasing their buy-in. It mentions that helping clients decide on a financial limit provides a point of negotiation for the best treatment options within their budget. It also mentions that the need to acknowledge the client's difficulties, strain, and financial stressors to open the discussion and form a nonjudgmental atmosphere.

The article offers information on forming partnership and making contracts during communication breakdown between animal health technician and client. Topics discussed include detailed contract that explains job descriptions and expectations of a person, navigation of communication mistakes being tricky, and apologizing, reflective listening, forming partnerships and contracts for agreeable solutions.

The article presents suggestions for veterinarians for handling angry customers with a case study of angry Mr. Warner due to dissatisfaction with veterinary treatment of his pet Stella. Topics discussed include veterinarian's perspective and client's perspective on cost of treatment, apologizing, empathizing, and using gentle tone while speaking with clients, and listening to client's concerns and explaining the solution.