7 Strategies for Effective Veterinary Staff Conflict Resolution

Disagreements happen in every workplace. Co-workers have various backgrounds, values, and perspectives, and are asked to work side-by-side in high-stress environments. Veterinary staff conflict is expected, but letting tensions simmer and boil over can lead to bigger problems. Unchecked workplace conflict can drain morale, disrupt client care, and push talented people out the door.

Conflict can arise during emotional days, communication breakdowns, or misunderstandings. However, the right tools and approach can help leaders and team members prevent minor issues from turning into major rifts. Here are seven strategies from the Shepherd team to help you manage staff conflict effectively.

1. Start with your veterinary practice culture

Before you address individual disagreements, take a step back and look at your workplace culture. Is your hospital a place where people feel safe speaking up? A culture of openness and mutual respect takes time and intention to build. If gossip, blame, or passive-aggressive behavior is acceptable, conflict will run rampant.

Veterinary practice management starts with setting the tone. Clear policies on communication, behavior, and professional expectations help reduce the likelihood of conflict in the first place.

2. Don’t let problems fester

One of the biggest mistakes veterinary leaders make when addressing conflict is ignoring minor issues, hoping they will go away. Technicians bickering in the treatment area or a receptionist who feels they’re picking up slack for someone else might not feel serious at the moment, but can worsen over time.

Conflict like this rarely disappears. More often, it quietly builds into toxic resentment or explodes at the worst possible time. Veterinary staff should be given opportunities to raise concerns in an environment where their feelings are met with curiosity, not defensiveness or judgment.

3. Create space for calm conversations

Not every disagreement requires a formal mediation, but you do need a system for talking things through. Set aside time to sit down privately with all parties involved and create a structured space for respectful dialogue. Set ground rules, such as no interrupting and no assumptions, and focus on the conversation goal: a peaceful outcome. A manager or human resources professional may facilitate the conversation, depending on the situation.

4. Listen to staff concerns

Active listening is a powerful tool in staff conflict resolution. People often focus on what they’ll say next in a conversation instead of truly hearing the other person. Train veterinary staff in basic listening techniques that can help them resolve conflicts on their own. Sometimes, feeling heard is enough to mend a strained relationship. Try these strategies:

• Reflect what you hear back to the other person.
• Acknowledge emotions without judgment.
• Ask open-ended questions to show curiosity, not criticism.

5. Name the emotions at play

Veterinary teams deal with intense emotions in their daily work, and those feelings don’t always stay neatly tucked away. Frustration, anxiety, stress, and exhaustion can fuel workplace conflict. Encourage team members to name the emotions involved without blame. “I felt overwhelmed when I was left alone in surgery” is much more constructive than “You never help me.” Teaching emotional awareness and communication skills helps veterinary staff express needs without triggering defensiveness in others.

6. Focus on shared goals

It’s easy for conflict to evolve into an us-versus-them or you-versus-me mindset, especially when it becomes a chronic problem. However, team members in veterinary practices should remember that they’re on the same side, working toward the same goals: better patient care, a manageable workload, and a positive working environment.

When resolving disagreements, reframe the conflict in terms of mutual objectives rather than allowing one side to “win.” Sit down with the impacted team members and ask them what needs to change so they can do their jobs without the stress of conflict weighing on them or the rest of the team. This strategy refocuses the conversation on problem-solving instead of point-scoring.

7. Follow up to keep learning

Check in with team members in the days or weeks following a disagreement. Has the situation improved? Do team members need additional support? Use these situations as learning opportunities for your team by sharing communication tips during staff meetings and encouraging continuing education that addresses teamwork and wellness. Investing in helping your teamwork through disagreements builds resilience, camaraderie, and a workplace where people want to stay.

Let Shepherd help you resolve staff conflicts before they start

Conflict is a normal part of working in a high-stress environment. However, with early intervention, honest dialogue, and a culture of mutual respect, your veterinary staff can navigate disagreements without derailing team dynamics or patient care.

Shepherd’s cloud-based software system offers solutions to help your team communicate more effectively and reduce workload-related stress for a more peaceful environment. Contact us to schedule a demo and learn more about how Shepherd can help you build a healthy practice culture.