#127: What Veterinary Leaders Can Learn From Captain America, Getting Better At Giving Feedback, And How To Motivate The Motivators. With David Liss

You’ll hear a lot of complaining and blaming of leaders for everything that’s wrong with veterinary science. But the reality is that leading people is a very hard job, especially in a profession as complicated and nuanced as veterinary science. So this episode is for our leaders. We hope that it helps make your job of making our profession better just a little bit easier.

David Liss is the Director of West Coast Operations for Veterinary Emergency Group (VEG), and in this episode he’ll tell you about the three essential ingredients of great veterinary teams, and what this has to do with The Avengers and how they defeated Thanos! David also shares his strategies for giving hard-to-hear feedback, and tells us why goal setting is so important for building a great team and how to get the team excited for these goals. But we start with what might be the most important question: how do you, as a leader, stay motivated to keep motivating others?!

This episode was recorded live at IVECCS 2023, the conference of the Veterinary Emergency and Critical Care Society. Join me at IVECCS 2024 for MUCH more content like this, and more ECC clinical content than you could ever wish for. 

Get access to our highlights and key takeaways sessions, plus the show notes, from all of the conferences we’ve attended this year by joining our Vet Vault Nerds at vvn.supercast.com for more than 500 short sharp and practical podcasts in Small Animal Medicine, Surgery and Emergency and Critical Care. 

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Topics and time stamps

02:54 Motivation and Inspiration in Leadership

11:14 Back to the Avengers: Team Dynamics

15:43 Setting Goals and Achieving Buy-In

19:19 Profit: It's not a dirty word!

21:26 Handling Difficult Conversations

29:30 Carrot or Stick? Motivators

“5 Steps to Create Psychological Safety in Your Veterinary Clinic”

Psychological safety is the foundation of a productive and harmonious veterinary team. When team members feel secure expressing ideas, admitting mistakes, or voicing concerns without fear of ridicule or punishment, innovation and collaboration thrive. Here are five actionable steps to foster psychological safety in your veterinary clinic:

1. Model Vulnerability and Openness

• Why it Matters: Leaders set the tone for the clinic's culture. When you openly admit mistakes or uncertainties, it normalizes vulnerability for the entire team.
• How to Do It: Share a time when you made an error and what you learned from it. This encourages staff to approach challenges as opportunities for growth rather than fearing judgment.

2. Encourage and Normalize Feedback

• Why it Matters: Feedback loops ensure that employees feel their input is valued, whether it’s positive reinforcement or constructive criticism.
• How to Do It: Implement regular feedback sessions where employees can share their thoughts in a structured, non-judgmental environment. Use a consistent framework, such as “Start, Stop, Continue” (What should we start doing, stop doing, and continue doing?).

3. Address Conflict with Empathy

• Why it Matters: Conflict is inevitable in high-stress environments like veterinary medicine, but how it’s handled can either build or break trust.
• How to Do It: Train managers and team leaders in conflict resolution techniques. When addressing disputes, focus on active listening and validating emotions before seeking solutions. For example, say, “I understand this situation is frustrating. Let’s work together to find a resolution.”

4. Frame Mistakes as Learning Opportunities

• Why it Matters: Fear of failure stifles creativity and communication. By reframing mistakes as essential steps in learning, you encourage a growth mindset.
• How to Do It: After a mistake occurs, hold a no-blame review session to analyze what happened, identify preventative measures, and share lessons learned. Create a team mantra like, “Mistakes are tuition for growth.”

5. Create a Safe Environment for Feedback and Growth

• Why it Matters: Employees need to feel secure when discussing concerns or sharing ideas, especially about sensitive topics like workload or performance.
• How to Do It: Start conversations with open-ended questions, such as, “What can we do better to support you?” Acknowledge their responses and take action to address concerns. Highlight changes made as a result of employee feedback to reinforce trust.

Bonus Tip: Leverage Positive Reinforcement

While constructive feedback is essential, recognizing and celebrating achievements is equally important. Publicly acknowledge when a team member embodies clinic values or achieves milestones, creating a culture of appreciation.

Creating psychological safety is an ongoing process that requires consistent effort and reflection. By implementing these steps, you’ll cultivate a veterinary clinic where every team member feels valued, heard, and empowered to contribute their best. This not only improves morale but also enhances patient care and client satisfaction.

“The Secret to Balancing Leadership and Self-Care in Veterinary Practice”

Balancing leadership responsibilities with personal self-care is one of the greatest challenges for veterinary professionals. With the emotional toll of client interactions, the physical demands of clinical work, and the constant pressure to inspire and guide a team, it's easy for leaders to overlook their own well-being. However, achieving this balance is essential—not just for personal health, but for creating a sustainable and effective leadership style. Here’s how to do it:

1. Recognize Leadership as a Professional Role, Not a Personal Identity

• Why it Matters: Viewing leadership as a professional responsibility rather than a personal identity helps separate your self-worth from workplace outcomes.
• How to Do It: Frame leadership as a skill to develop, much like learning a medical procedure. This mindset allows you to focus on progress and growth rather than perfection. For instance, reflect on “What skills can I refine this month?” instead of “Am I a good leader?”

2. Create Space for Private Reflection

• Why it Matters: Leaders often carry the emotional weight of their teams. Regular reflection helps process these emotions and identify patterns or triggers that need attention.
• How to Do It: Dedicate 10–15 minutes daily for journaling or meditation. Use prompts like, “What challenges did I face today, and how did I handle them?” This practice provides clarity and emotional release.

3. Set Boundaries with Your Team

• Why it Matters: Leadership often blurs the lines between personal and professional time, leading to burnout. Clear boundaries create a healthier balance for both you and your team.
• How to Do It: Define specific “off-duty” times where you won’t check emails or address non-urgent matters. For example, let your team know you’re unavailable after 7 PM unless there’s an emergency.

4. Seek Support for Yourself

• Why it Matters: Leaders often feel isolated in their role, believing they must have all the answers. Seeking support shows strength, not weakness.
• How to Do It: Build a network of mentors or peers in similar roles who understand the unique pressures of veterinary leadership. Schedule monthly check-ins to discuss challenges and share advice. Additionally, consider professional coaching or therapy for personal growth and resilience.

5. Schedule Self-Care as a Non-Negotiable

• Why it Matters: Self-care often takes a backseat to team needs, yet it’s the foundation of effective leadership. A leader who is mentally and physically well can better support their team.
• How to Do It: Block time on your calendar for self-care activities just as you would for meetings. Whether it’s exercise, a hobby, or simply downtime with family, treat it as a mandatory appointment. For instance, schedule a 30-minute walk after work to decompress before heading home.

6. Frame Challenges as Temporary and Contextual

• Why it Matters: Leaders often experience setbacks that can feel overwhelming. Reframing these moments helps maintain perspective and emotional stability.
• How to Do It: When faced with a challenge, ask yourself, “Will this matter in a month or a year?” This simple question helps zoom out and reduce the intensity of immediate stress.

7. Use Your Team for Support and Collaboration

• Why it Matters: Leadership doesn’t mean carrying the entire load alone. Empowering your team fosters trust and reduces your burden.
• How to Do It: Delegate tasks and trust your team to handle them. Celebrate their successes to build morale and lighten your own workload. For example, assign a trusted staff member to manage the schedule or lead a client communication initiative.

8. Celebrate Small Wins

• Why it Matters: Veterinary leadership often involves long-term goals and complex challenges. Recognizing small victories keeps motivation high.
• How to Do It: End each day by listing three positive things that happened, whether it’s resolving a client issue, completing a surgery, or seeing a team member succeed.

The Impact of Balanced Leadership

When veterinary leaders balance their responsibilities with self-care, they not only protect their own well-being but also model sustainable habits for their teams. A leader who prioritizes self-care demonstrates resilience, emotional intelligence, and adaptability—qualities that inspire trust and loyalty among staff.

Remember, leadership isn’t about being invincible; it’s about being present, reflective, and proactive in maintaining your own health and energy. By integrating these practices into your routine, you can lead with purpose while avoiding burnout, ensuring a long and fulfilling career in veterinary medicine.