BVA Congress: build confidence handling tricky conversations in the consultation room post-CMA investigation

With a focus on client interactions, the sessions in the BVA Congress theatre will explore how to navigate challenging conversations about cost and tense situations in the consultation room, giving you practical tips and techniques on how to handle them with clarity and confidence so you can maintain and build on your strong relationships with your clients.

Hot Topic: When the consulting room gets difficult: Practical approaches to tense encounters – chaired by BVA Senior Vice President Rob Williams with speakers Neerja Muncaster, Senior Lecturer in Veterinary Clinical Practice, Co-Admissions Tutor – University of Surrey; and Lara Wilson, Regional Clinical Lead – CVS.

This in-depth and practical session, at 1.30pm on Thursday 19 November 2026, focuses on what to say in the moment to keep conversations constructive and relationships strong. Through real-life examples and short, memorable scripts, our expert panellists will show how to de‑escalate emotion, clarify misunderstandings and steer the conversation without losing goodwill.

The session will reflect on actual experiences to help identify common triggers for tension and apply quick, effective techniques to keep conversations constructive and introduce short, adaptable phrases and scripts which can help to deescalate emotion and clarify misunderstandings.

Hot Topic: Money matters: Navigating difficult cost conversations with confidence – chaired by BVA Senior Vice President Rob Williams with speakers Francesca Verney, Founder and Veterinary Surgeon – PetPeople Vets; Brian Faulkner, Veterinary Clinician and Business Consultant – Vetology Ltd; and Cat Henstridge, CEO – Vet Pursuits.

The second session, which takes place at 2pm on Friday 20 November 2026, focuses on practical tools for handling uncomfortable discussions about money with confidence and helping clients to better understand the value of veterinary care.  Using case studies from practices and simple, repeatable phrases, our panellists will show how to explain fees transparently, manage expectations early and keep discussions calm, fair and professional.

BVA Congress is back at London Vet Show at the Excel from 19-20 November this year. BVA members can currently book their tickets for £467, saving 15 per cent off the lowest advertised rate for the event, which will include sessions discussing the issues that matter most to the veterinary profession, CPD and networking opportunities.

Find the full two-day programme of sessions for BVA Congress and book your member discounted tickets at: https://london.vetshow.com/