How we communicate with cat owners is just as important as what we know
about cat behavior.
There are six keys to cat behavior counseling:
Use non-judgmental and empathic communication with clients
It is
essential to develop a good relationship with the client so that the client
views you as an ally and a source of support. If we are perceived positively,
the client is likely to engage us in a lengthy conversation so we can properly
assess the causes of the behavior issue, and the client is also likely to
follow the advice we offer. Keep in mind that most people seek help when they
are stressed and they may speak negatively about their cats because of this
stress, but this does not mean they don't love and care for their cats. Place
an equal emphasis on knowledge about cats and knowledge of how to most
effectively communicate with clients.
Do not
assume the client’s description of his cat’s behavior is accurate
As cat
behavior counselors we do not want to make premature assumptions, including
that the client’s description of his cat’s behavior is accurate. For example,
cat owners often misread their cats’ behavior and label defensive behaviors
such as hissing, growling or swatting as ”attacking.“ Also, cat owners often
mistakenly attribute human emotions and motivations (e.g., spite, anger,
jealousy) to their cats and it’s important to not reinforce this type of
language when speaking with the client. If a question can be asked, then an
assumption should never be made.
Ask the
right questions to properly assess the situation
Success with
cat behavior counseling is contingent on getting as much accurate information
as possible by asking comprehensive questions. Think of yourself as a detective
and asking questions is your sole investigative tool. While asking questions
seems simple and straightforward, it can be the most challenging aspect of cat
behavior counseling and requires practice. Asking insightful and thorough
questions enables a thorough and comprehensive investigation into the potential
causes of the cat’s behavior.
Provide
sound advice based on an understanding of cats’ needs
Successful
cat behavior counseling entails a comprehensive and sophisticated understanding
of cats’ fundamental needs, assessing which of these needs are not being met, and determining how to provide for
these needs. Cat behavior counseling is not about having a "bag of tricks”
and randomly offering suggestions.
Provide
advice based on a thorough understanding of cats’ needs
As discussed in Section 1, a behavior issue typically indicates that one of
the cat’s needs is not being met. For example:
- The need to
feel safe and secure in the home
- The need to be stimulated
- The need to
exercise a natural instinct
With this in mind, it’s easy to see why understanding cats’ needs is so
crucial to assessing behavior issues.
Be practical
and respectful of clients’ financial and time limitations
As
previously noted, there is an important interpersonal component to cat behavior
counseling and the advice provided must take into account information not only
about the cat, but also the cat's owner. Of course, we always need to provide
the best advice that will address the behavior issue, but we may need to tailor
our suggestions and protocols to what we think the client can do and what they
can afford.
Take into account practical considerations regarding the client’s time and
finances when providing advice
it’s essential to empathize with the client. Identifying with the client’s situation
is important because it helps guide us in the advice we offer. A client we’ve
supported and treated with compassion is much more likely to reveal that money
and/or time is an issue than a client who distrusts us because we used a
judgmental tone. And this is important information because a major component of
successful cat behavior counseling is being practical with our advice. Of
course, we always need to provide the best advice for the issue, but we might
need to tailor our suggestions and protocols to what we think the client can do
and what they can afford.
This brings us back to the idea of the client being in crisis. People who
call while in crisis are currently feeling overwhelmed. The worst thing we
could do is overwhelm the client with advice that may not be feasible. Each
situation is unique, and a non-judgmental approach will help you to better
navigate how you can best help a specific client.
Let’s examine this concept of being practical through the lens of Cynthia’s
and Pickles’ situation.
Following up with clients is essential! And if
you have a positive first conversation, it opens the door to further
conversations. There are three reasons follow-up is so important:
1. The client may not have implemented some or all of the advice
provided and she may need a reminder and/or encouragement to do so;
2. The client may have implemented everything that was advised, and yet
there’s been no subsequent progress in resolving the behavior issue;
3. The client may need ongoing support if the problem is resolving, but not
as quickly as was hoped.
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