By: Isaac Brownstein, MAC
Introduction
In the veterinary industry, many practice owners and managers do not appreciate the value and necessity of emotional intelligence (EI). From veterinary assistants to veterinarians, though, technical expertise alone is not always enough to navigate the complexities of the industry. Beyond exam rooms and operating tables, the practice of veterinary medicine is inherently intertwined with emotional intricacies that often go undiscussed. Diagnosing ailments and performing medical procedures are paramount, but the capacity to understand, manage, and empathize with both human and animal emotions is emerging as a defining attribute for exceptional veterinary professionals.
EI encompasses a vast range of skills that can include self-awareness, empathy, interpersonal effectiveness, and emotional regulation. When integrated into the fabric of veterinary medicine, EI has the potential to improve client satisfaction and animal welfare and aid in the prevention of burnout among practitioners. This paper examines the significance of EI within the context of the daily tasks associated with veterinary professionals. By understanding how EI influences our wellbeing, in addition to how we then communicate and make decisions, we can begin to understand how EI influences the practice of veterinary medicine. Additionally, by understanding EI more fully, we can wield it to better equip us to navigate emotionally charged situations and insulate our own mental health as a result.
Understanding Emotional Intelligence in Veterinary Medicine
The concept of EI was first defined in 1990 as “the subset of social intelligence that involves the ability to monitor one’s own and others’ feelings and emotions, to discriminate among them, and to use this information to guide one’s thinking and actions.”1 Put more simply, EI refers to a set of soft skills that enables individuals to better manage their own emotions as well as effectively navigate the emotions of others. In the context of veterinary practice, EI encompasses several key components:
• Self-Awareness: Veterinary professionals with high self-awareness are not only attuned to their emotions but are also excellent at recognizing how their feelings can influence their own behavior and decision-making. In this context, self-awareness allows them to better understand their own unique strengths, limitations, and triggers, which ultimately leads to improved self-control.
• Self-Regulation: Regulating your own emotions proficiently requires the ability to do so in a range of situations. Those who can regulate their emotions are able to remain composed, even in stressful scenarios, and can protect themselves against the many potential emotional reactions that could hinder effective communication. Let’s say, for example, a new client brings in a dog that is dangerously obese. In this scenario, you are the client’s veterinarian, and you have grown frustrated with pet owners that do not maintain a healthy weight for their companions. Before advising the client too sternly, you decide to wait to see if there may be a reasonable explanation. Sure enough, the client states that they have fallen into hard times. The client states they have been laid off and recently sustained a serious injury. As a result, this client has not been able to physically exercise with their companion properly and, since money is tight, they haven’t been able to afford healthier feeding options. By strategically navigating a potentially emotionally charged situation, you have avoided sounding callous to the client who is clearly having a difficult time. Had the interaction gone poorly, there could have been significant consequences, ranging from a negative online review to the client leaving the practice.
• Motivation: Motivated veterinary professionals have a genuine passion for their work. This passion can be contagious and inspiring to their coworkers. But, more importantly, EI has the potential to fuel persistence in the face of adversity and a more consistently maintained positive attitude even when the situation seems bleak.
• Empathy: Empathetic individuals can understand and share the emotions of their clients and patients. Empathy can foster a deeper connection with clients, making them feel understood and supported, especially through the difficulties that can be associated with pet ownership. Remember, you and the client almost always have the same goal: the betterment of the pet. Admittedly, this is not always easy to keep in mind—especially with the more difficult clients.
• Social Skills: Effective communication and interpersonal skills are essential for veterinary professionals because the processes that veterinary professionals have to navigate with their clients can be especially precarious. In 2023, Pew Research Center published a study in which 51 percent of pet owners not only consider their pets to be a part of their family but say that they are as much a part of their family as a human member.2 As a result, when things go wrong, the situation can escalate rapidly. This means that, as veterinary professionals, our social skills and the ability to communicate effectively are that much more important in terms of preserving the personal relationship we share with our clients.
It’s also worth mentioning that veterinary professionals with strong social skills can have a much higher potential to build rapport with clients, collaborate effectively across positions and titles, and better navigate challenging conversations.
The Importance of Emotional Intelligence for Veterinarians
EI is not only an asset for veterinarians; it’s a necessity. In fact, in the last fifteen to twenty years, research has supported the assertion that EI is more important than IQ as a predictor of success in the workplace.3 While it is true that technical expertise is essential, it’s often EI that differentiates good veterinarians from outstanding ones. Here are just a few reasons why EI is essential:
• Enhanced Patient Care: Veterinarians with high EI can perceive the subtle cues that their patients exhibit, aiding in more accurate diagnoses and tailored treatment plans. Moreover, their empathy towards animals translates into better pain management and overall well-being for their patients. Although easier said than done, empathy should always be shown to patients no matter their demeanor. Empathy and compassion are some of the best qualities to have to ensure better outcomes for patients.
• Effective Communication: Clear communication is vital in veterinary practices. EI helps to facilitate active listening, cultivate and express empathy, and communicate sometimes complex medical information in a comprehensible manner to clients.
• Emotional Resilience: Veterinary professionals encounter a wide range of emotional experiences from delivering good news to devastating diagnoses. As a result, veterinary professionals have long combatted serious problems with psychological stress, depression, and even suicide. One study in Alabama surveyed over seven hundred veterinarians and concluded that 66 percent of respondents were clinically depressed, and 24 percent of veterinarians stated that they had contemplated suicide.4 EI can equip us to better manage the emotional burden of work to combat burnout while promoting long-term mental health.
Benefits of Emotional Intelligence for Customer Satisfaction and Trust
EI can play a pivotal role in fostering trust and satisfaction among clients.
• Empathetic Bond: These days, many pets are now seen as family members and, as a result, clients are seeking veterinarians who demonstrate compassion for the animals as well as for the clients’ emotional concerns. Veterinarians with high EI can more easily build empathetic bonds that instill confidence and trust. In my experience, clients with whom veterinarians could create an empathetic bond with were the ones least likely to request medical records transfers.
• Effective Communication: Difficult situations, such as unexpected complications or end-of-life decisions, typically take a heavy emotional toll on pet owners. Veterinarians skilled in EI can handle these conversations sensitively to address and acknowledge concerns compassionately.
• Client Education: Explaining medical conditions and treatment options can be laborious for veterinarians and overwhelming for clients. Veterinarians who leverage EI can gauge the emotional state of their clients and adjust their communication style to ensure that their clients have a clear understanding of the circumstances at hand to make an informed decision.
Strategies for Cultivating Emotional Intelligence in Veterinary Medicine
Developing EI is a dynamic process that involves self-awareness, continuous growth and, most importantly, practice. For veterinary professionals, honing EI skills has the potential to not only be personally enriching but also beneficial for providing high-quality patient care while fostering strong client relationships. Here are a few strategies that veterinary professionals can use to cultivate their own EI:
• Self-Reflection and Self-Awareness: You can start by taking inventory of your current skill sets by regularly taking the time to reflect on your emotions, reactions, and interactions with patients, clients, and coworkers. Consider journaling or meditation to enhance self-awareness. These tools can help you to identify patterns and areas for improvement.
• Active Listening: Actively listening to clients, colleagues, and team members can be difficult—especially when crunched for time. Take time, though, to pay attention to the spoken word along with tone, body language, and expressions of emotion, which can provide you with additional context. Practice suspending judgment and fully immerse yourself in the conversation and the circumstances at hand. A thoughtful and empathetic response can go a long way towards acknowledging other peoples’ perspective and concern.
• Empathy Building: Cultivate empathy by placing yourself in the shoes of others: both patients and their owners. Try to understand their emotions, needs, and fears. This practice not only enhances your ability to provide compassionate care but also strengthens your rapport with clients. Many pet owners are highly sensitive and can be anxious during visits, and empathy can help to provide reassurance.
• Emotional Regulation: Developing techniques for managing your own emotions can be a great starting point. So, try to implement a few stress-reducing strategies such as breathing exercises and mindfulness to help maintain your composure under pressure.
• Continuous Learning: Invest in learning about EI and interpersonal dynamics. Provide your team with workshops, seminars, or online courses focused on communication skills, empathy, and EI. This article is a great start, and there are additional resources at the end.
• Seek Feedback: Request feedback from colleagues, mentors, and even clients. Constructive feedback can provide valuable insights into your communication style and emotional interactions, helping you identify areas for improvement. Embracing a growth mindset will make receiving feedback a little less of a bitter pill to swallow.
• Practice Empathetic Communication: Using open-ended questions and actively acknowledging emotions can be a powerful communication tool—especially in the often emotionally charged veterinary industry. For starters, instead of providing a diagnosis outright, ask the client how they’re feeling about the situation and provide support accordingly. The idea is to make interactions more collaborative when working with clients.
• Reflect and Learn from Experiences: After interactions with clients and patients, take the time to truly reflect on what went well and what needs improvement. Consider the impact of your emotions on the outcomes and use these reflections as learning opportunities. Don’t be afraid to make this a collaborative exercise or a topic of discussion during staff meetings since many of your team members may be struggling with the same issues.
Obstacles to Emotional Intelligence and Associated Solutions
While the benefits of improving EI among veterinary professionals are substantial, the journey towards acquiring these skills is not without its challenges. Navigating the path towards higher EI will require the ability to overcome various obstacles that can arise within the demanding and emotionally charged environment of veterinary practice. Here are just a few challenges that you may encounter and potential solutions:
- Time Constraints Veterinary professionals often have very little time for self-reflection and skill development. The demanding and often unpredictable schedule and the need to multitask can make it difficult to dedicate time to enhancing EI skills.
Prioritize self-reflection and self-development by allocating specific times to do so in daily and weekly schedules. This can be as little as fifteen to twenty minutes. - Emotional Drain Veterinary professionals encounter emotionally charged situations frequently, including assisting in end-of-life decisions. These encounters can lead to emotional exhaustion and compassion fatigue, making it difficult to consistently engage in empathetic interactions. Implement stress reduction strategies such as deep breathing and mindfulness to help maintain your composure under pressure. Discuss the challenges you are facing with your colleagues to acknowledge your own emotions.
- Cultural and Generational Differences Veterinary professionals interact with an often-diverse clientele, and each can have their own cultural backgrounds. Navigating these differences can require a high level of cultural sensitivity and the ability to adapt quickly, which can be difficult and challenging. A valuable skill to have when navigating diversity is flexibility. Remember that both the client and veterinary professional are typically there for the same reason: for the best possible outcome for the patient. It will almost always benefit you to find ways to accommodate cultural practices as long as they align with ethical and legal guidelines.
- Client Expectations and Emotions Clients often bring their own emotions and expectations into the equation. Separating these emotions from your own while addressing their concerns can be a challenging task. Focus on active listening to ensure you are getting the full picture. Be sure to communicate empathy and acknowledgement towards the situation that both client and companion find themselves in.
- Lack of Training and Resources EI skills are not always prioritized in veterinary education and training. Without formal guidance and resources on how to develop these skills, veterinary professionals may struggle to effectively cultivate EI. Provide resources in the form of books, online courses, and resources on EI and communication skills.
- Emotional Resilience EI can contribute to emotional resilience, but building this resilience has its own associated challenges. Consistent emotionally demanding situations can erode a veterinary professional’s emotional well-being, potentially hampering their ability to demonstrate compassion. Regularly take inventory of your emotional state. If you are not in the right mindset, try stress reduction strategies such as mindfulness or breathing exercises. You may need to seek the assistance of a therapist or a counselor specializing in emotional resilience for healthcare professionals.
- Fear of Vulnerability
Developing EI often involves vulnerability in the form of sharing your emotions and experiences. Some veterinary professionals might find this challenging for a variety of reasons such as concerns about being judged or viewed as less competent. Build a trusting relationship with your colleagues and mentors. Share your experiences with others to foster an environment of openness. Embrace the growth mindset, which has an associated acceptance that we are all on a journey of improvement, which often requires the help of others.
- Hierarchical Dynamics
Within veterinary teams, hierarchical dynamics can affect open communication and, therefore, emotional expression. Junior team members may hesitate to express their emotions or provide feedback to senior members, hindering the development of EI within the team. Create an anonymous feedback resource to encourage team members to communicate. Engaging in team-building activities to promote open communication and lessen hierarchical barriers may also help.
Conclusion
In veterinary medicine, technical prowess is not always the only defining factor of excellence. The veterinary industry is, in fact, multifaceted and often requires a level of EI that extends beyond raw medical knowledge. EI is a skill set that encompasses self-awareness, empathy, and emotional regulation. The journey of understanding and improving EI begins by dissecting its components and recognizing its significance within the scope of veterinary practice. Self-awareness, self-regulation, motivation, empathy, and social skills are the foundation upon which the veterinary client patient relationship (VCPR) is built. This foundation facilitates the essentials to meaningful interactions such as establishment of trust, mutual respect, and effective collaboration.
EI offers the ability to transform the VCPR into a partnership that prioritizes the health of the patient. EI can empower veterinary professionals to navigate emotionally complex scenarios while providing clients with a platform to communicate their concerns and emotions. By detailing EI, we have underscored the often-pivotal role it plays in enhancing client satisfaction while fostering unwavering trust, which is an invaluable combination for creating long-lasting and meaningful VCPR.
Additionally, in a profession often marked by dramatic emotional highs and lows, the resulting emotional toll can be heavy. EI can serve as an important safeguard against burnout, providing veterinary professionals with a variety of tools to insulate themselves emotionally. By recognizing the importance of self-care and practicing emotional regulation, veterinary professionals can hopefully provide better care to their patients and clients.
In conclusion, EI is not a secondary objective but a fundamental attribute that elevates the veterinary profession and its professionals. EI can enhance patient outcomes and boost client satisfaction while nurturing a culture of respect, empathy, and resilience within the veterinary profession.
EI Resources:
1. How to Improve Your Emotional Intelligence
2. Emotional Intelligence Test
3. What is Emotional Intelligence?
4. Why Compassion is a Better Managerial Tactic than Toughness
5. Why Attitude is More Important Than IQ
6. 15 Most Valuable Emotional Intelligence TED Talks on YouTube
7. Omega Institute Mindfulness YouTube Playlist
8. Daily Meditation Podcast
9. Why Emotional Intelligence is Key in the Veterinary Industry
10. Emotional Intelligence: Why It Can Matter More Than IQ
Works Cited:
1. Charles, E. “Betsy.” (2014). What Is Emotional Intelligence & Why Does It Matter in Veterinary Medicine? Veterinary Team Brief, 37–39.
2. Brown, A. (2023, July 7). About half of U.S. pet owners say their pets are as much a part of their family as a human member. Pew Research Center. https://www.pewresearch.org/short-reads/2023/07/07/about-half-us-of-pet-owners-say-their-pets-are-as-much-a-part-of-their-family-as-a-human-member/?fbclid=IwAR1fpzZrHAlZBAG0AOrJJjWi8aenoranYQ39UAT4_K0z9wfO1oZBEoEMvfU
3. Charles, E. “Betsy.” (2014). What Is Emotional Intelligence & Why Does It Matter in Veterinary Medicine? Veterinary Team Brief, 37–39.
4. Wells, J., Watson, K., E. Davis, R., Siraj A. Quadri, S., R. Mann, J., Verma, A., Sharma, M., & Nahar, V. K. (2021). Associations among Stress, Anxiety, Depression, and Emotional Intelligence among Veterinary Medicine Students. INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH, 18(8), 3934. https://doi-org.ezproxy.snhu.edu/10.3390/ijerph18083934
