Jolanda Jansen
Jolanda Jansen is an experienced and inspiring speaker, trainer, researcher, and communications consultant at St Anna Advies in the Netherlands, specializing in behavioral change within the veterinary and agricultural sectors. Both nationally and internationally, she works with veterinary professionals to enhance their communication skills and effectiveness.
Jolanda holds degrees in Animal Science and Communication and Innovation Studies from Wageningen University, the Netherlands. In 2010, she earned her PhD for research on effective communication strategies to improve animal health, focusing particularly on the role of veterinary professionals. In addition to her consulting and training work, Jolanda writes columns and scientific articles. She is the co-author of Communication in Practice: The Vet’s Manual on Clienthusiasm and just recently published a book on managing difficult communication situations in veterinary clinics.
Predavateljevi prispevki
Lecturer's contributions
Jolanda Jansen
PhD, MSc
KOMUNIKACIJA za veterinarje in tehnike / Communication skills
Predavanje / Lecture:
Module 1: Why do my communication skills matter in my clinic? Understanding client behaviour and the role of communication.
Change in the industry, petparents , their needs and the importance of communication
Your value, veterinary professionals are diamonds!
Behaviour change model to understand that you cannot convince owners by just presenting knowledge
Basics of communication, e.g. types of questions, empathy, positive wording.
Sobota, 5. 4. 2025
9:15 - 18:15
Dvorana Cristoforo Colombo
Module 2: How to keep it short? Exploring the 10 steps of a structured and effective conversation with your client:
Conversation model: 10 steps (consultation, reception, phone)
BOA: Best option always !
Being in control of time by asking questions
Create the follow up
Module 3: How to make my client aware and motivate to actions? Basics of motivational interviewing:
Understanding the MI concept, solicited advice
From sustain talk to change talk (from yes, but... to yes, and...)
Conversation starters about new products or services
Module 4: What to do in difficult situations? When it's getting tough: tackle your nightmares.
80-20 rule of difficult clients
Incivil behaviour of clients: emotions because of the situation or because of you? Don't take it personal.
Complaint protocol
What to say and do with common objections, e.g.: I do not have money, someone else is cheaper, can I get a discount, I want antibiotics but no consultation, I want euthanasia of an healthy animal, I'm going to write a bad review etc.
