Wendy Hauser, DVM, applies the untoward experiences during a tour in New Zealand to the challenges of leadership in a veterinary hospital. She describes an intensely uncomfortable situation where leadership was broken and absent resulting in conflict and damaging the customers’ experience.
From her observations, Hauser offers four strategies to fix leadership mismatches:
- Become more self-aware
- Trust each other
- Clearly define expected roles
- Hold senior management accountable
Source: Today’s Veterinary Business, April/May 2025. Link. Note the list of resources available in this article to help leaders and team members realize their personality tendencies and strengths.
Pretending conflict doesn’t exist doesn’t make it go away . . . American businesses lose $359 billion yearly due to the impact of unresolved conflict.” – Harvard Business School
INSIGHTS: Teams in conflict often fail to see the damage to their reputations from their clients’ perspectives. Beyond the point of service costs, misaligned veterinary teams chase away clients and their pets, resulting in the loss of trust and lifetime revenue from those animals. In the absence of strong leadership, chaos ensues.
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