Managing conversations around concerning information requires sensitivity and professionalism. Begin by expressing genuine empathy and listening without judgment. Avoid accusations or confrontational language; instead, ask clarifying questions to fully understand the situation. Emphasize a shared goal of ensuring the pet's well-being, offering practical guidance or resources. Document the conversation accurately, and if neglect or abuse is suspected, follow legal and ethical protocols to report it to the appropriate authorities. Collaborate with the client where possible to develop an actionable care plan while remaining vigilant and respectful.