The Psychology of the Client: Navigating Difficult Conversations with Dog Owners

This article was originally published in the IACP (International Association of Canine Professionals) Canine Professional Journal Winter 2025 edition, which can be found here.

By: Dion Studinski - Founder of Ancillary K9 Dog Training in Denver, Colorado

Understanding the psychology of dog owners is a vital skill for professional trainers, particularly when addressing difficult conversations. For instance, I once worked with a client whose dog exhibited extreme leash reactivity. The owner had tried exclusively positive reinforcement methods, but the issues persisted. By demonstrating alternative methods and showing immediate improvement, we built trust and shifted their perspective. These interactions can make or break the client-trainer relationship and significantly impact the success of the training program. By mastering communication strategies and empathizing with clients, trainers can create a collaborative environment that promotes better outcomes for both the owner and their dog.

1. Understanding the Client’s Emotional State

Dog owners often seek professional training when they feel frustrated, overwhelmed, or even embarrassed by their dog’s behavior. Recognizing these emotions is the first step in effectively communicating with clients. Display empathy and acknowledge their struggles. Phrases like, “I understand how challenging this must be,” can help build rapport and trust.

2. Setting Realistic Expectations

Many clients have unrealistic expectations, such as expecting immediate results or believing their dog will behave perfectly after a single session. Addressing these misconceptions early prevents misunderstandings later. Use clear and concise language to outline the training process, emphasizing that progress requires consistency and effort from both the trainer and the owner. For instance, many clients believe that attending a few sessions will resolve deeply ingrained behavioral issues. I address this by explaining that training is a collaborative effort, much like physical therapy, where consistent practice at home is just as crucial as the sessions themselves.

3. Addressing Sensitive Topics

When discussing issues like the owner’s role in the dog’s behavior, approach the topic with tact. Avoid blame and focus on solutions. For example, instead of saying, “You’re reinforcing bad behavior,” frame it as, “Here’s how we can improve the response to this behavior.” This shifts the conversation from criticism to collaboration.

4. Managing Resistance

Some clients may resist certain training methods or advice. This resistance often stems from misinformation or deeply held beliefs about dog training. Address resistance by providing education and presenting evidence-based practices. Highlighting real-life success stories helps clients see the value of the recommended approach. One client, initially hesitant about corrective tools, observed their dog’s leash reactivity improve significantly within just a few sessions.

5. Active Listening

Listening is just as important as speaking in difficult conversations. Encourage clients to share their concerns and goals, and reflect their statements to show understanding. For example, “It sounds like you’re worried this behavior will never improve. We can address that together.” Active listening fosters mutual respect and encourages openness.

6. Using Nonverbal Communication

Body language plays a crucial role in how clients perceive your message. Maintain open and approachable body language by avoiding crossed arms and maintaining eye contact. A calm and confident demeanor can de-escalate tension and make clients feel more at ease.

7. Beyond Training Methodologies: Navigating Common Difficult Topics

Difficult conversations extend beyond training methods. Trainers often face challenging discussions about:

Enabling Bad Behavior

Some owners unintentionally reinforce undesirable behaviors, such as giving treats to try to distract a barking dog. Explaining this delicately is key. For instance, guide them toward rewarding calmness instead of reacting to the behavior.

Inconsistency in Training

Clients who struggle to follow through on training at home can stall progress. Frame this as teamwork, emphasizing that their role is crucial for their dog’s long-term success.

Unrealistic Expectations

Many clients expect immediate results or fail to understand their dog’s limitations. Honest yet optimistic discussions can help them reset expectations and appreciate the training journey.

Owner Behavior as a Trigger

Sometimes, an owner’s anxiety or frustration can exacerbate a dog’s issues. Approach this topic tactfully, emphasizing how calm, confident actions can empower their dog.

Lifestyle Adjustments

Dogs often need more structure, mental stimulation, or changes to their home environment. Suggesting adjustments to busy clients requires framing these changes as essential to their dog’s well-being.

Rehoming Discussions

In rare cases, a dog’s needs may exceed the owner’s capacity to provide. Approach these conversations with empathy, focusing on the dog’s best interests and offering support by connecting owners with rehoming resources.

Acknowledging Breed Traits or Limitations

Helping owners understand their dog’s breed-specific traits can foster harmony and manage expectations. For example, educating a client with a high-energy Border Collie about the need for daily mental and physical stimulation can prevent frustration.

Disciplinary Boundaries

Conversations about discipline can be uncomfortable, especially for owners hesitant to set firm boundaries. Explain how boundaries create clarity and reduce stress for their dog.

Conclusion

Navigating difficult conversations with dog owners requires a combination of empathy, clear communication, and a deep understanding of the human aspect of dog training. By addressing the emotional and psychological needs of clients, trainers can foster trust, encourage cooperation, and ultimately achieve better results for the dogs in their care. Presenting evidence-based approaches helps trainers turn resistant clients into advocates. Maintaining professionalism ensures that dogs receive the training they need. Mastering these skills not only enhances individual practices but also elevates the standards of the industry as a whole.

Author Biography

Dion Studinski is the founder and head trainer at Ancillary K9 Dog Training in Denver, Colorado. With almost a decade of experience specializing in obedience, behavioral modification, and aggressive dog rehabilitation, Dion combines a balanced training philosophy with a deep understanding of canine behavior. Dion began his journey in dog training through Schutzhund and protection dog work, which provided him with unique insights and techniques for working with challenging cases, including dogs that other trainers may struggle to help. His expertise has helped countless dog owners achieve lasting success with their pets.