Some key questions answered on moving from conflict to consensus in this episode

1. 1. How can teams build trust and open communication to facilitate consensus-building?
   2. What strategies can teams use to embrace diverse perspectives and foster innovation in decision-making?
   3. How can teams shift their focus from beliefs to assumptions for more productive discussions?
   4. What techniques can teams employ to ensure that every team member feels heard and valued during the decision-making process?
   5. How can teams navigate through the complexities of team dynamics to achieve consensus effectively and drive productivity?

Vet Staff Podcast episode 193 offers valuable insights for veterinary professionals in leadership (for example in HR, Practice Management, Lead Vet and Head Nurse) to enhance employee engagement, grow teams at their clinics that connect and communicate in a powerful, productive and professional way.

Enhancing Psychological Safety in Veterinary Clinics: Insights from the Vetstaff Podcast

In episode 194 of the Vet Staff Podcast, host Julie South delves into the critical topic of psychological safety within veterinary clinics.

This episode builds on previous discussions about decision-making processes and focuses on the impact of psychological safety on new hires and the annual performance review process.

Julie South, a Certified DISC Trainer and Resilience Coach, provides valuable insights into the juniority benefit, the swoosh pattern of psychological safety levels over time, and the peak-end rule cognitive bias.

The Juniority Benefit

Understanding the Juniority Benefit

The concept of the juniority benefit was first introduced by Ed Bastian, CEO of Delta Airlines, in October 2021. This term describes the phenomenon where experienced employees retire early, making way for younger talent to step up. While this shift can bring fresh perspectives and energy, it also presents significant challenges, particularly in industries requiring highly skilled professionals, such as aviation and veterinary care.

Challenges in Training and Experience

Post-pandemic, many industries, including veterinary clinics, faced a shortage of experienced mentors due to early retirements. This created a training and experience bubble, making it difficult to bring new hires up to speed quickly. Both airline and veterinary work require extensive training and have steep learning curves, making the lack of experienced mentors a critical issue.

The Importance of Psychological Safety

Psychological Safety in the Workplace

Psychological safety is a well-researched concept that plays a crucial role in helping individuals learn, collaborate, and perform at their best.

In a psychologically safe environment, employees feel comfortable asking questions, seeking help, and admitting knowledge gaps without fear of being perceived as incompetent. This is particularly important for new hires as they navigate the complexities of their new roles.

 The Swoosh Pattern

A recent study involving over 10,000 employees revealed a significant decline in psychological safety levels over time. New employees typically start with higher levels of psychological safety, but this advantage diminishes, taking years to recover.

This phenomenon, termed the swoosh pattern, was observed across various demographics and persisted even in supportive environments.

Strategies to Enhance Psychological Safety

Interpersonal Skills Training

To address the decline in psychological safety, the researchers recommend providing interpersonal skills training to managers and team leaders. This is especially important in teams with low psychological safety or emotional intelligence levels. By investing in such training, clinics can create a positive environment that fosters psychological safety over time.

Framing Work as Complex and Uncertain

Leaders can also use framing techniques to emphasise the importance of interpersonal risk-taking as a fundamental aspect of effective performance. By framing work as complex and uncertain, leaders can create an expectation that addressing issues and speaking up are essential for the team’s success.

Active Listening and Support

Active listening and responding with curiosity and support when new hires raise questions or ideas can help prevent the erosion of psychological safety. This approach promotes a culture of openness and learning, empowering employees to contribute effectively and thrive in the workplace.

The Peak-End Rule in Annual Reviews

Understanding the Peak-End Rule

The peak-end rule is a cognitive bias where people judge an experience based on its most intense point (the peak) and its end, rather than the total sum of the experience. In the context of annual reviews, this means that a single intense event, whether positive or negative, can disproportionately influence the overall evaluation.

Mitigating the Peak-End Rule

To ensure fairness in annual reviews, it is essential to document performance regularly throughout the year. Conducting frequent check-ins and providing timely feedback can help reduce the impact of peak-end moments. Additionally, using objective metrics such as patient care outcomes and client satisfaction can provide a more balanced evaluation.

Brainy Business podcast

Julie South referred to Melina Palmer’s Brainy Business podcast – one of her (Julie’s) weekly must-listen to podcast.

The specific Peak End Rule episode is 408.

Conclusion

Psychological safety is essential in the workplace, particularly during the onboarding of new hires. Understanding and addressing the swoosh pattern and the peak-end rule can help create a more positive and equitable work environment. By investing in interpersonal skills training, framing work as complex and uncertain, and actively supporting new hires, veterinary clinics can enhance psychological safety and foster a culture of openness and growth. This, in turn, leads to more effective performance, stronger team relationships, and a more positive workplace culture.

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