Understanding and being understood. Successful communication with pet owners is essential for practice success. This guide competently conveys the fundamental communication techniques in veterinary practice: How do I confidently handle complaints? What do I say to difficult pet owners like "Dr. Google" or the "Price Shopper"? How do I maintain a balance between professional distance and empathetic closeness? The author has many years of experience as a communication coach for veterinarians and is familiar with typical situations and pitfalls. Drawing from everyday practice, he explains the mechanisms of communicative interaction and provides tips and tricks for constructively dealing with challenging conversation situations. Keywords: communication, conversation, pet owners, veterinarian, veterinary practice, cost communication, clarification, over the phone, veterinarian.