How embracing conflict can strengthen your veterinary team

Conflict is a word that makes many of us shudder—and something most of us would rather avoid at all costs. In a 2013 survey published by DVM360, 51% of veterinary team members said, “most of us avoid conflict when we can, but engage in difficult conversations when necessary.” So, if conflict is something we so often steer clear of, why would it ever be considered a good thing?

The inevitable role of conflict in team dynamics

The reality is that conflict is inevitable. It’s unrealistic to expect a veterinary team to function without differences in clinical knowledge, work approaches, values, opinions, or personalities. So, it’s best to accept that conflict will happen—it’s just a matter of when. Embracing this mindset is key, because addressing and resolving conflict is essential to team effectiveness. When conflict is handled poorly—and the focus shifts to the people involved rather than the issue at hand—the team can become divided, and patient care can suffer. It can also erode team morale and damage team cohesion.

The impact of poorly handled conflict

However difficult it can be to handle conflict, avoidance is not the answer. When people self-censor to avoid “hurting someone’s feelings” or “rocking the boat,” disaster can follow. This is known as artificial harmony—the equivalent of team paralysis. Team members become so reluctant to raise issues that no forward progress is made. Often, so much energy is spent “walking on eggshells” or holding back opinions that it distracts from delivering proper client and patient care.

How conflict can be beneficial for team growth

Team members must accept that conflict is normal and doesn’t necessarily lead to problems. While some personal discomfort may arise during the exchange of ideas, conflicts can often be resolved quickly and can spark new ways of thinking within the team. Allowing team members to express their opinions and be heard by their peers helps build buy-in for decisions. Even when the final decision isn’t everyone’s first choice, people tend to accept it more when they know their voice was considered.

For example, information conflict involves differing ideas, views, or opinions—such as how to manage a case, what information to provide a client, or when to schedule renovations or software upgrades. It can also arise around decisions like hiring a new team member. Even if someone disagrees with another’s viewpoint or a decision, the best approach is to engage in an open, non-confrontational conversation that invites sharing information and ideas.

Effective communication strategies to resolve conflict

During these conversations, team members should use arguments that are precise and based on facts—such as references to published literature or personal experience. Arguments rooted in emotion (e.g., “I feel my way is the right way”) should be avoided. When team members become defensive, they focus more on defending their own point of view rather than openly considering others’. Defensive attitudes block new insights, deepen divisions, and prevent rational problem-solving. When a discussion turns into a personal win-or-lose “word war,” resolving the issue becomes secondary.

Instead, team members should ask questions and share accurate information with a genuine desire to understand different viewpoints. The focus should remain on factual details that impact the situation and those involved. Everyone is encouraged to contribute what they know, believe, and value. It’s also important to be mindful of timing—avoiding wasting time or bringing up issues when there’s no opportunity to address them. Time is a precious resource and should be respected by all.

Encouraging open dialogue

Open body language and open-ended questions are key to encouraging team members to share information freely. Nodding, maintaining an interested facial expression, and saying things like, “That’s so interesting, tell me more,” can help get the most out of these conversations.

Most importantly, remember that failing to reach consensus isn’t a failure. Two team members can disagree on how to manage a case yet still come to understand each other’s reasoning—and accept that many cases have multiple valid approaches, each with pros and cons.

So, the next time you find yourself disagreeing with a colleague, smile and say, “That’s fascinating, I’d love to hear more.” This simple phrase can foster openness and collegiality, preventing the artificial harmony that results from silently walking away.