Dear Second Opinion,
I find navigating conversations with clients to be difficult, especially when faced with a question to which I don’t immediately know the answer. I feel confident with my clinical knowledge, but I struggle with managing face-to-face conversations in which I am unable to access to my laptop or textbooks. Sometimes I wonder if I should take the fake it until you make it approach and exhibit confidence to assure clients I am competent; however, I don’t want to lie or be held to a wrong answer, and of course I don’t want to do anything that’s not in the best interest of the patient or the client.
I understand I will never have all the answers, so I imagine learning how to tell clients I don’t know is a skill I will use frequently. How do I indicate I’m unsure while maintaining confidence and promoting trust with the client.
Sincerely,
-Don’t Know How to Say I Don’t Know
Dear Don’t Know How to Say I Don’t Know,
Studies in human and veterinary medicine show that clients seek reassurance, understandable explanations, and participation in medical decisions during examination room conversations.1 Clients do not need or expect the clinician to know everything and are more likely to forgive knowledge gaps if a personal connection is made. It is important to instill confidence in the client that their pet is in excellent hands, while also believing it yourself and taking the necessary steps to ensure it is true. It is possible to be open about your level of experience while still expressing confidence in your abilities. You do not need to know the answers, but you need to know how to find them.
I have been in practice 27 years, and I am often uncertain about diagnoses; however, I know I will either figure it out or send my clients to someone who can. I never pretend to know something. It is fine to tell a client you do not know what is wrong because you know how to find out. Examples of what to say to clients may include:
One of my colleagues has a specific interest in cases like these. I would like to get their opinion. Is it okay with you if I have them take a look?
I’m not sure exactly what this is. I’d like to consult some references before I say more. Will you give me a couple of minutes to confirm some information?
Then you can step away to seek input or reference a source and return equipped with knowledge. Believe in yourself, speak with confidence, and convey to the client what you know to be true. The more comfortable you are with yourself in the examination room, the more clients will trust you.
Knowing everything is not a prerequisite for excellence. If it were, we would all be in trouble.
Sincerely,
Barak Benaryeh DVM, DABVP