How to Keep Staff Motivated in the Veterinay Practice

Identification, Handling and Prevention of Conflicts in Veterinary Practice

AUTHORS: Núria Tabares Rivero,

Maren Navarro Ferrer

FORMAT: 17 × 24 cm NUMBER OF PAGES: 128 BINDING: Hardcover

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How would life be at your practice if you had access to all neces-

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sary resources for avoiding and resolving conflicts with your colleagues, your boss, your team, and your clients? This guide provides the tools for both resolution and prevention of conflicts. Its authors open the door to conflict management, resolution, and prevention in veterinary practices.

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Identification, Handling and Prevention of Conflicts in Veterinary Practice

Presentation of the book What are the main causes of conflict in veterinary practice? How can conflicts be managed to reach a good understanding between the parties? Is it possible to acquire the skills needed to prevent these conflicts?

Based on our training in psychology, conflict management, individual and group coaching, and veterinary practice management, we believe it is critical to address these problems in veterinary practice.

Workplace conflicts affect all employees; they impact the workplace atmosphere, cohesion, and relationship between team members; they result in loss of trust and loyalty of our clients; and they eventually lead to a destructive cycle rooted in a combination of punishment and guilt, which causes personal and professional exhaustion that impacts profit and hampers achievement. This book analyses the causes and evolution of conflicts in order to understand them and their underlying structure. It also provides the keys to good management and resolution of conflicts in veterinary practices, including those between team members, between a manager and an employee, or between the staff and clients.

It emphasises the use of non-violent communication and the development of management skills to discern what to avoid and what to maximise, starting with the detection and recognition of the conflict and its origin.

Conflict accompanies us throughout our lives; hiding it, repressing it or letting it occasionally explode does not offer us any kind of solution.

This guide provides tools for both resolution and prevention of conflicts.

To offer a useful reference guide for the reader, we present a series of cases from veterinary practices and explain the steps to manage them.

Most of the complaints directed towards animal health professionals could be solved before situations become intractable or end up in court if we apply the resources available to reach a good understanding or negotiation in which all parties are heard and understood, and a mutually beneficial solution is found.

We hope that this book provides such resources, as well as a means for enabling successful interactions in veterinary practices and other settings.

The authors NĂşria Tabares Rivero Executive, career and systemic coach (postgraduate degree, University of Barcelona, Spain), graduate in veterinary medicine (Autonomous University of Barcelona, UAB), associate professor in the Department of Business and Economics at the UAB, lecturer and author on career coaching and marketing.

Coauthor of the book Charm your clients. Neuromarketing for Veterinary Surgeons.

Cocreator of Mindful SystemicÂŽ and coordinator of a business coaching programme with dogs.

Member of the AVEPA (Spanish Small Animal Veterinary Association) Working Group on Practice Management, the International Coach Federation (ICF), and the Spanish Association of Executive and Organisational Coaching (AECOP).

She currently owns the company Coaching Ability (www.coachingability.com).

Identification, Handling and Prevention of Conflicts in Veterinary Practice

Maren Navarro Ferrer Psychology coach (www.coachingability.com).

She completed the postgraduate course “Mindfulness and Psychotherapy”, the MBSR (mindfulness-based stress reduction) programme, and the licensed NLP Practitioner and Organisational Conflict Management courses (IL3-UB Institute for Lifelong Learning, Barcelona).

She currently conducts workshops and trainings in effective communication, conflict management, stress management and mindfulness.

hkeita/shutterstock.com

She is co-creator of the Mindful Systemic® process that utilises different techniques and tools from mindfulness, systematic facilitation, and NLP.

Table of contents 1. What is organisational conflict?

2. How does conflict arise in a veterinary practice?

People’s principles and values Levels of conflict Between associates Manager–employee Between employees

3. The NLP approach to conflict Dilts pyramid Assertiveness as a conflict prevention tool

4. Ways to confront conflict Ostrich: if I do not see it, it is not there Mole: I feel the vibrations, but I do not know what is happening Owl: I have the vision and skill to perceive conflicts Elephant: it is bigger than I can manage

5. Conflict management Managing stress Emotional management Knowing your interpersonal style Effective communication Managing feedback in conflicts

6. Negotiation 7. Mediation 8. Reconciliation 9. And if reconciliation is not possible?

Now what?

Your area of influence Your area of concern

10.Bibliography