Insights on EQ from Veterinary Professionals

Posted by Nicole Krempasky on June 9, 2021

Veterinary medicine typically draws a particular personality type, usually those who possess a strong sense of compassion. While this is an asset to those animals in need, showing strong emotions is not always a benefit in a professional setting. When we allow our emotions to control our responses and behaviors, we inflict our feelings upon our co-workers causing a rippling chain reaction. Equally, when we suppress our feelings, we create a cold disconnect that manifests negatively in other forms. Neither extreme is beneficial to a functioning, successful practice with employees invested for the long haul. Penn Foster’s latest webinar discussed the importance of emotional intelligence in vet practices, and life in general, with industry leaders Shawn McVey and Dr. Annika VanNoy from Pathway Vet Alliance.

There has long been divisive debate surrounding the concept of emotions and feelings in business. Some leaders believe feelings have no place in the workplace, while others find them an admirable trait, even an asset, particularly in fields like veterinary medicine. The ability to empathize with animals and individuals can often make pet owners feel more secure in the care being administered. Emotions are part of what makes us human and able to provide sensitive care to patients and their families, but they can also often lead to compassion fatigue. When these emotions are allowed to take control of our interactions, they take on a negative role in the workplace that can dominates the culture spanning multiple departments.

The balance between suppressing our emotions and permitting our emotions to control us is emotional intelligence, or EQ. As Pathway Vet Alliance’s Co-Founder and Chief Cultural Officer, Shawn McVey succinctly puts it, “EQ is the capacity to be aware of, in control of, and express your emotions. It hinges on the idea that we need to recognize, analyze, and acknowledge our feelings rather than reacting to them.” Being attuned to your own emotions can make us better team players, particularly in settings like the veterinary industry where cooperation is essential. McVey believes that possessing emotional intelligence “builds strong relationships by approaching them judiciously and with empathy.” These strong relationships create strong teams, which in turn forms the foundation for an organization that is well-equipped to provide the type of service and care people are looking for when it comes to the health and well-being of their animal family members. This is accomplished through streamlined practices, open and respectful communication, and collaboration.

Often, workplaces with a high turnover may also face a staff that struggles with emotional intelligence. According to the AVMA, 40 percent of technicians find that office dynamics and communication are the biggest obstacles they face while working, contributing to the high turnover rate in the field. This is something Dr. VanNoy experienced firsthand in her career. As an intellectually capable employee, she moved up the ranks quickly and was promoted to hospital administrator in only two years. Dr. VanNoy’s attitude, though, was contributing to an already dysfunctional work atmosphere. Specifically, her directness didn’t sit well with co-workers. “Sean finally told me that directness without empathy is just being mean.”

In the veterinary field, this disharmony among employees can impact clients and their pets. A client’s impression and trust in your practice can be damaged if they witness unprofessional behavior. Similarly, animals are behaviorally perceptive and are likely to experience anxiety or distress when in stressful environments. For Dr. VanNoy, once she analyzed and changed her behavior, harmony was achieved at the hospital and her own opportunities grew. She now oversees the Learning and Change Department at Pathway Vet Alliance and facilitates national workshops to train over 3,000 veterinary professionals in emotional intelligence.