QUARTERLY BEAT / JULY 2024
REFERENCES
E mpathy Called the building block of compassion, empathy is “the awareness of others’ feelings, needs, and concerns”. 8 When leaders express empathy to their followers, it conveys to the veterinary teams that they are cared about and valued. Actively communicating empathy involves gaining an understanding and appreciation of the employee’s situation and verbally reflecting it back in a supportive way. SUMMARY It has been said that “Change is the only constant in life”. 9 When faced with rapidly evolving employee expectations, what’s a leader to do? They too must adapt by: 1. Understanding the different leadership styles, and when to use them. 2. Embracing the dynamic relationship of leaders and followers. 3. By understanding the impact of how they act and communicate to their teams. 4. Working to consciously shape their words and actions to create more supportive work environments. 5. Growing trust through authenticity, logic, and empathy. ABOUT THE AUTHOR Wendy Hauser, DVM is the founder of Peak Veterinary Consulting and has practiced for 30+ years as an associate, practice owner, and relief veterinarian. She has worked in the animal health industry as a pet health insurance executive and as a technical services veterinarian. Dr. Hauser, passionate about education and innovation, consults with both industry partners and individual veterinary hospitals. She is a regular presenter at veterinary conferences, facilitating workshops on hospital culture, associate development, leadership, client relations and operations. Frequently published, she is the co-author of
1. Goleman D, Boyatzis RE, McKee A. Primal Leadership: The Hidden Driver of Great Performance. Harvard Business Review, December 2001. https://hbr.org/2001/12/primal- leadership-the-hidden-driver-of-great-performance 2. Goleman D. Leadership that Gets Results. Harvard Business Review, March 2000. https://hbr.org/2000/03/leadership- that-gets-results 3. DeSmet A, Rubenstein K, Schrah G, Vierow M, Edmondson A. Psychological safety and the critical role of leadership development. McKinsey and Company, February 2021. 4. Laker B, Patel C, Budhwar P, Malik A. How Leading Companies are Innovating Remotely. MIT Sloan Management Review, December 14, 2020. https:// sloanreview.mit.edu/article/how-leading-companies-are- innovating-remotely/ 5. Chamorro-Premuzic T. 5 Ways Leaders Accidently Stress Out Their Employees. Harvard Business Review May 11, 2020. https://hbr.org/2020/05/5-ways-leaders-accidentally- stress-out-their-employees 6. Frei F, Morriss A. Begin with Trust. Harvard Business Review May-June 2020. Pages 112-121 7. Goffee R, Jones G. Managing Authenticity: The Paradox of Great Leadership. Harvard Business Review, December 2005. https://hbr.org/2005/12/managing-authenticity-the- paradox-of-great-leadership 8. Goleman D. Working with Emotional Intelligence. New York, NY: Bantam Doubleday Dell Publishing Group 2008 9. Gillette H. Why Change Is the Only Constant and How to Embrace It. PsychCentral. December, 2022.
“The Veterinarian’s Guide to Healthy Pet Plans.” Learn more about Peak Veterinary Consulting at https://peakveterinaryconsulting.com
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