Quick Highlights

• Understand the Root Causes: Identify the true sources of tension, like work style differences or communication gaps.
• Gain Permission First: Build trust by ensuring all parties are ready to engage in conflict resolution.
• Set Clear Agreements: Define specific steps for moving forward to prevent recurring issues.
• Create a Collaborative Culture: Prevent future conflicts by promoting open communication and mutual respect.

Conflict on a team is going to happen from time-to-time, especially in high-pressure environments like veterinary practices. When team members clash, it can impact morale, productivity, and even patient care. But as a leader, you have the power to transform tension into an opportunity for growth and collaboration.

Understanding the Root Causes of Conflict

Before diving into solutions, it’s essential to understand the underlying reasons for conflict. Disagreements can stem from:

• Differences in Work Styles: Misaligned approaches to tasks can create tension.
• Communication Gaps: Misunderstandings or unclear expectations often escalate disagreements.
• Personal Biases: Unacknowledged biases or assumptions can color interactions negatively.

How to Manage Veterinary Team Conflict

Once you recognize the root causes, you can address the problem. Here’s how you can navigate interpersonal issues effectively and create a more cohesive, supportive team:

Step 1: Get Permission to Address the Issue

One of the most critical but often overlooked steps in managing conflict is gaining permission from the individuals involved. Conflict resolution works best when both parties willingly engage in the process. If team members feel coerced into a conversation, their defenses will remain high, making resolution nearly impossible. 

Gaining permission creates a sense of safety and ensures that the individuals feel heard and respected from the outset. This foundational step sets the stage for a productive dialogue, where both parties are more likely to share openly and work toward a solution.

How to Gain Permission: 

1. Acknowledge the Tension: “I’ve noticed there’s some friction between you and [Name]. Is that something you’re open to discussing?”
2. Invite Collaboration: Frame the conversation as an opportunity for growth, not punishment.
3. Respect Readiness: If someone isn’t ready to engage, allow them time to prepare and revisit the discussion later.

This approach sets a foundation of trust and mutual respect, paving the way for more productive dialogue.

Step 2: Approach Without Assumptions

It’s easy to enter conflict resolution with preconceived notions about who’s right or wrong, especially when emotions are running high. However, these assumptions can create barriers to understanding and resolution. Resist that impulse. Instead, approach the situation with genuine curiosity and an open mind.

By focusing on learning rather than judging, you demonstrate neutrality and encourage both parties to express their perspectives freely. This approach promotes trust and lays the groundwork for uncovering the underlying issues driving the conflict, which is key to finding a resolution that works for everyone.

Tips for Avoiding Assumptions:

• Use neutral language: Avoid words like “always” or “never.”
• Ask exploratory questions: “Can you walk me through what happened from your perspective?”
• Listen actively: Reflect on what you hear to ensure both parties feel understood.

By removing judgment, you create a safe space where individuals can share openly.

Step 3: Facilitate Constructive Conversations

Once both parties are ready, your role as a leader shifts to that of a facilitator. This means guiding the conversation in a way that keeps it constructive and focused on solutions, rather than allowing it to spiral into blame or unproductive argument. Facilitation involves setting clear expectations for the discussion, actively listening, and encouraging both individuals to share their perspectives openly. 

As a leader, your goal is to create a safe and respectful environment where team members can collaboratively explore the root of their conflict and identify actionable steps toward resolution. A solution-focused conversation not only resolves the immediate issue but also strengthens relationships and builds trust within the team.

Key Practices for Effective Facilitation:

1. Set Ground Rules: Establish that the goal is resolution, not assigning blame.
2. Encourage Empathy: Help each party see the other’s perspective.
3. Focus on Solutions: Steer the discussion toward actionable steps that address the underlying issues.

For example: “What changes can each of you make to improve this situation moving forward?”

Step 4: Establish Clear Agreements

Resolution isn’t just about understanding—it’s about taking actionable steps to ensure the conflict doesn’t resurface. Once the conversation concludes, guide both parties in identifying specific commitments they will make to improve their interactions and address the underlying issue. These steps should be realistic, measurable, and mutually agreed upon to grow accountability and follow-through. 

You may also need to provide support, such as resources, training, or regular check-ins, to help team members succeed in implementing these changes. Concrete action transforms conflict resolution from a one-time event into a lasting improvement in team dynamics.

How to Create Agreements:

• Be Specific: Define what behaviors or actions will change.
• Document the Agreement: Summarize the resolution in writing so there’s no ambiguity.
• Follow Up: Schedule a check-in to ensure progress is being made and issues aren’t resurfacing.

Clear agreements not only resolve the current conflict but also build a framework for addressing future challenges.

Step 5: Build a Collaborative Culture

Addressing conflicts individually is essential, but prevention is even better. Leaders play a vital role in shaping an environment where conflicts are less likely to arise. This involves promoting open communication, setting clear expectations, and modeling respect and professionalism. Encourage team members to voice concerns early before they escalate into bigger issues. Provide training or tools that help staff navigate interpersonal challenges, and recognize collaborative efforts to reinforce positive behaviors. 

A culture of mutual respect and trust empowers team members to handle disagreements constructively, reducing the frequency and intensity of conflicts and strengthening the team as a whole.

Ways to Build Collaboration:

• Model Constructive Communication: Your example sets the tone for the entire team.
• Encourage Regular Feedback: Open lines of communication reduce misunderstandings.
• Invest in Team Development: Training sessions on communication and conflict resolution can proactively address potential issues.

A collaborative culture turns conflict into an opportunity for growth, ensuring a stronger, more resilient team.

Creating a Culture of Collaboration and Respect

Conflict doesn’t have to derail your practice or drain your team’s energy. By approaching disagreements with curiosity, empathy, and clear processes, you can transform workplace tension into a catalyst for growth and collaboration.

Your leadership shapes the success of your team and practice. Ready to elevate your conflict resolution skills and become the leader your team needs? The Veterinary Leadership Program offers tools, strategies, and support to help you build thriving, collaborative teams, even in the face of challenges. Learn more now and take the first step toward transforming your leadership and practice.