Managing people in the veterinary world is one of the toughest challenges on the planet. Every day, veterinary leaders face the daunting task of not only maintaining high levels of care and performance but also inspiring their teams to change—the kind of change that isn’t just a quick fix, but a lasting transformation. 

Over the years, I’ve seen that many of our traditional methods simply don’t cut it when it comes to real behavior change. That’s why I want to share what I like to call the “secret to the universe” in leadership—a simple yet powerful approach that can unlock sustainable change in your practice.

The Challenge of Driving Change

At the heart of leadership is influencing behavior. Whether you’re trying to improve team communication, enhance patient care, or boost overall performance, change is the only way forward. Yet, if you’ve ever tried simply telling your staff what they need to do, you know that words alone rarely spark lasting transformation. More often than not, when we rely on directives or strict rules, our team’s response is short-lived. They might comply momentarily, but the change fades as soon as the pressure is off.

The reason for this is simple: when you’re told what to do, you often slip into a reactive, defensive mode. Our natural response is to protect our egos, and we resist suggestions that challenge our current habits. In these moments, our emotional brain—the part responsible for immediate reactions—takes over, and any new idea is quickly dismissed. Sustainable change, however, requires more than just fear or compliance. It calls for a shift from that emotional response to one that is thoughtful, deliberate, and forward-looking.

The Secret Revealed: Engaging the Cognitive Brain

Here’s the secret: lasting change begins when we move away from the knee-jerk, emotional reaction and engage the thinking part of our brain—the prefrontal cortex. This is where decisions are made, where possibilities are considered, and where our future starts to take shape. When we’re able to tap into this cognitive space, we create an opportunity for real, lasting transformation.

The Value of Open-Ended Questions

One of the most effective ways to make this shift is by using thoughtful, open-ended questions. Instead of simply saying, “You need to do this,” try asking, “At your best, how would you handle this situation?” or “What’s one change you could make today to improve our process?” These types of questions force your team to pause, reflect, and actively engage their thinking. They help move the conversation from reactive compliance to creative problem-solving.

By framing the discussion around possibilities rather than limitations, you invite your team to consider new ways of doing things. The goal isn’t to criticize or point out what’s wrong—it’s to spark a conversation that leads to personal insights and practical solutions. When your team starts to think critically about how they can improve, that’s when you know the process has truly begun.

Practical Ways to Use Thoughtful Questions

So, how can you integrate this approach into your day-to-day leadership? It starts with a simple mindset shift—from telling to asking. Here are a few practical strategies you can implement right away:

First, when addressing an issue, resist the urge to immediately lay out what needs to change. Instead, pause and ask your team members to reflect on their current approach. For example, if you notice that a process isn’t working as well as it could, try asking, “What do you think could be done differently?” or “How would you improve this process if you had the chance?” Such questions encourage your team to think about the problem and come up with ideas on their own, rather than just following orders.

Second, create regular opportunities for these kinds of conversations. Whether it’s during team meetings, one-on-one sessions, or informal check-ins, consistently asking open-ended questions will gradually shift the culture. Over time, your team will start to expect these discussions, and the habit of thinking critically will become second nature.

Lastly, be patient with the process. Lasting change doesn’t happen overnight, and it’s normal to encounter resistance along the way. Some team members may initially dismiss these questions or struggle to see the value in them. But if you remain consistent and continue to ask the right questions, you’ll begin to see shifts in how people think and behave. The small moments of insight will eventually add up to a more engaged and proactive team.

Make a Real Impact on Your Practice

Imagine a practice where every team member is not only aware of what needs to change but is also actively involved in shaping that change. Instead of a culture of micromanagement and short-lived compliance, you create an environment where staff are encouraged to think independently and solve problems creatively. This is the kind of sustainable change that can elevate every aspect of your practice—from client service to internal operations.

When your team shifts from reacting to instructions to proactively considering how they can improve, you unlock a powerful dynamic. People begin to see challenges as opportunities rather than obstacles, and they develop the confidence to take initiative. That change in mindset doesn’t just improve individual performance—it transforms the entire practice. Clients notice the difference, and the atmosphere becomes one of mutual respect and shared purpose.

I’ve seen this in action time and time again. When leaders stop relying on fear and instead ask empowering questions, the energy in the workplace shifts dramatically. Instead of the usual cycle of temporary fixes and reactive management, you get a team that’s committed to continuous improvement. It’s not just about getting things done; it’s about creating a vision for the future that everyone can get behind.

Creating Lasting Change in Your Veterinary Practice

Real, lasting change in your veterinary practice starts by engaging your team’s thinking brain. Instead of merely telling people what to do, ask open-ended questions that spark thoughtful reflection and encourage creative problem-solving. This approach moves your team away from defensive reactions and builds a culture of inquiry and continuous improvement.

How You Can Apply This Method

Shift from Telling to Asking: Replace direct instructions with questions that prompt reflection. Instead of saying, “Do this,” ask, “How might we improve this process?” This subtle shift helps your team explore new possibilities.

Encourage Regular Reflection: Create opportunities—whether in team meetings or one-on-one sessions—for your staff to discuss challenges and brainstorm solutions. These conversations pave the way for fresh ideas and gradual progress.

Maintain Consistency: Remember, sustainable change takes time. Keep using those powerful questions even when progress seems slow, and trust that small, consistent efforts add up to meaningful results. 

Celebrate Small Wins: Acknowledge every moment when your team begins to think differently or take a creative step forward. These small victories build confidence and momentum for continued improvement.

The Secret to Lasting Change in Your Practice

The secret to lasting change isn’t a complex formula—it’s about engaging your team’s cognitive side through thoughtful questions and deliberate conversations. By adopting this approach, you create an environment where everyone is empowered to contribute, challenges are met with curiosity, and continuous improvement becomes part of your practice’s DNA.

I encourage you to experiment with these techniques, listen carefully to your team’s insights, and watch as they unlock their full potential. For more practical insights and tools on veterinary leadership, explore the resources at VetLead. Together, we can build a future where sustainable change is not just a dream, but a reality in every veterinary practice.