As animal welfare professionals we are always looking for ways to improve outcomes. Is it possible that our communication could be getting in our own way? During this session we will discuss how we earn trust and the small missteps we may be making when talking with others that have a lasting damaging effect on rapport and undermine our overall mission. We will look at examples in sheltering and field service cases and learn how to apply new approaches that lead to better outcomes for both the people and pets involved and elevate our own understanding and compassion for our community.