In veterinary practices, unresolved conflict—whether it involves team members, clients or both—can lead to staff turnover,
compromised patient care, "venting" episodes and customer departures.
Excellent staff members love their job, their role and their responsibilities in practice. However, when their role is compromised
by frustration, conflict creeps in and, ultimately, it's the patients that suffer.
On the other hand, conflict that's resolved successfully can push a practice toward improved patient care and customer service
and thus help the practice thrive. It leads to a happy staff, satisfied clients and a smoothly running clinic.
One thing is certain: conflict is inevitable. So in the spirit of making lemonade when we're served lemons—conflict—let's
use conflict to grow and prosper.
In order to do this, practice leaders need to set up an environment that helps identify conflict in the early stages and provide
systematic resolution algorithms for the people involved. But first, we need to recognize what's behind conflict.
Hints, underlying issues and recognition
When a dog gets ready to bite a human, it usually signals the intent beforehand—you know the bite is coming. Human conflict
is similar; people often give off signals that precede the crisis event.
When people are frustrated, they tend to roll their eyes, engage in verbal snipping, behave in a passive-aggressive manner,
give off body language cues, and—of course—give "the look."
Frustration is what drives this conflict. When we're frustrated, our adrenaline, cortisol and blood pressure levels go up
and we stop having fun. Then the anger sets in, and this anger causes us to push away dialogue and resolution. Once the heat
of anger is present, objectivity goes out the window.
Specifically, here are some conflict cues to look for and triggers to be aware of at your veterinary practice (keep in mind
that cues and triggers are often one and the same):
Body language. Joan Guntezman, PhD, says that 85 percent of human communication is transmitted through body language—so we need to watch
out for hints.
For example, incessant eye blinking and grabbing one's elbow or a nearby edge, such as a countertop or desk, can indicate
anger. However, eye blinking combined with the act of constantly touching one's face can also indicate lying. Meanwhile, nervousness
can show itself in the form of evasive eyes, crossed legs while standing and crossed arms with hands on the biceps.
Teasing. It's been said that all teasing contains a bit of truth—and the truth can have an edge. We need to be aware of the teasing
that's going on in our practice and look for clues of distress from the recipients.
Redirected aggression. By nature, mammals redirect aggression. So when our staff is experiencing conflict, the subordinate party tends to take it
out on those downstream.
Depression. Some experts have stated that 10 percent of all Americans are depressed on any given day. Translated to our world, that means
one out of every 10 employees and clients will be depressed on any given day. Depression can trigger conflict; in fact, it's
a huge and largely hidden trigger.
Stress points. The Holmes-Rahe Stress Scale System is a classic method used to assign life stress values to human behavior. So when staff
members or clients are facing life changes such as divorce, financial woes, child custody battles or a death in the family,
these will affect their ability to cope with day-to-day conflict.
Snipers. The rage in the behavior research world right now is discussion of the "sniper," an emotional sharpshooter who has the ability
to produce a highly targeted emotional response—down to heart rate, breathing patterns and other effects of emotional machinery.
A personal sniper in your practice will get in "digs" at every opportunity—subtle condescending comments that are very precise,
perfectly timed and highly injurious.
Questions. Many questions are actually comments in hiding. We must pay attention to these, as they sometimes relate to underlying issues.
"Nevers." The "nevers" are people who have come to the conclusion that life is not shaping up in the way they want it to. The recognition
that one will never achieve his or her dreams—whether or not that's actually true–contributes significantly to stress and
Passive-aggressive behavior. There is an inventory of actions that prove that frustrations lead to passive-aggressive personal conduct. The most common
of these is tardiness. Other passive-aggressive indicators may include frequent opposition to higher-ups, deliberately making
mistakes, letting things escalate and procrastinating on purpose.
PPFF failure. Professional, personal, fun and financial (PPFF) are the four major areas of our lives, and they each contain our priorities
and dreams. When things are off track, our lives can feel out of balance, which affects our coping skills.