Practice Management

Resolving Conflict? I Hear You

By Michael DePeau-Wilson

Effective communication strategies can improve team dynamics and reduce conflict in equine veterinary practices, according to a new webinar hosted by the American Association of Equine Veterinary Technicians & Assistants.

Specific approaches to communicating as an owner, manager or employee of an equine practice can prepare everyone for handling everyday challenges or major conflicts that might arise, according to Chrissie Pariseau, DVM, MS, DABVP (Equine Practice).

“Communication is letting people know what we think, what we need and how we feel. It is a crucial part of a practice’s culture,” said Dr. Pariseau, a senior equine professional services veterinarian at Merck Animal Health.

Dr. Pariseau focused on a few key concepts to improve communication within equine veterinarian practices, including understanding different forms of communication, improving one-on-one communication and handling difficult conversations. And all of that requires listening and really hearing what someone is saying to you.

Different Forms of Communication
Dr. Pariseau noted that it is important to recognize that most communication is nonverbal. Often, communication consists of cues that people take from body language, tone and facial expression. “Words are certainly important, but they are a small part of our overall picture of what we’re communicating to each other,” Dr. Pariseau said.

Even the setting can shape how communication is perceived by others, she noted. For example, written communication can be misinterpreted easily, which can lead to conflict within a practice. This is 1 reason she warned against relying solely on written communication to resolve any conflicts within the practice as well.

“We are communicating whether we are being intentional about it or not, but certainly our communication is better and is much more effective when we are intentional about it,” she said.

One-on-One Communication
In addition to understanding various forms of communication, Dr. Pariseau emphasized the importance of mastering strategies for one-on-one communication.

Most importantly, she recommended using active listening with coworkers, which means trying to understand what a person is saying first before responding. She noted that people will often make the mistake of starting to think about their response before a person finishes speaking. This can lead to miscommunication and worsen any conflict in a practice.

She noted that the goal of effective communicators should be to fully comprehend the other person’s perspective before explaining their perspective.

One tool to help improve active listening, Dr. Pariseau noted, is to paraphrase what the person said, which ensures better understanding between 2 individuals.

Handling Difficult Conversations
When it comes to active conflicts within a practice, Dr. Pariseau explained that leaders can employ certain strategies for difficult conversations that help facilitate quick resolutions.

First, she emphasized that team members should enter any difficult conversations assuming positive intentions with their coworkers. She noted that assuming the other party is also seeking a positive outcome will encourage better overall communication and reduce the chances of misunderstanding one another.

She also recommended preparing for a difficult conversation ahead of time by identifying the specific issue beforehand, understanding all the facts and considering some potential solutions.

In addition, Dr. Pariseau noted that team members should consider scheduling a specific time to hold a difficult conversation. When the conversation begins, they should focus on understanding the other person’s perspective and sharing facts using simple and concise language.

Overall, she emphasized that intentional communication among all team members of an equine veterinarian practice will improve effective communication and build a safer and more resilient environment as well.

“We are all communicating all day, every day,” Dr. Pariseau said. “It’s worth taking some time and thinking about it so that we can be more intentional in our communication.” MeV