Workplace Violence in Veterinary Clinics: How to Protect Your Staff and De-escalate Dangerous Situations
Workplace violence is a serious issue that affects approximately 2 million Americans every year, with the actual number likely much higher, as many incidents go unreported. In particular, healthcare and veterinary settings have seen a disturbing rise in violent encounters, especially in emergency rooms and veterinary clinics. With emotions running high in these environments, it’s crucial to implement strategies to protect staff and prevent these situations from escalating.
According to clinical psychologist Jane Jenkins, PhD, workplace violence in veterinary clinics is often tied to the deep emotional bonds veterinarians form with their clients. "Veterinary professionals often care for animals from their first checkup to the end of their lives, which creates a unique relationship that can lead to high-pressure situations," she explains.
At a recent workshop at the AVMA’s Diversity, Equity, Inclusion, and Wellness Summit, Jenkins, along with colleagues Dustin Kashnik, PsyD, and Dorsey Howard, PsyD, discussed the growing problem of workplace violence in veterinary clinics and practical strategies to protect staff and manage conflicts before they escalate.
The Impact of Emotional Stress and Conflict
Veterinary professionals face emotionally charged situations on a daily basis, including euthanasia, financial disputes, and delivering tough news about diagnoses. These situations, while part of the job, can create the conditions for conflict and violence. Jenkins notes that workplace violence doesn't happen in a vacuum. Every incident, whether it’s a verbal dispute or a more serious confrontation, can affect future interactions and increase the risk of future conflicts.
"It’s essential to develop de-escalation skills and create a culture of safety to reduce the impact of these situations on the mental health of veterinary staff," Jenkins says.
Key Strategies for Preventing Violence in Veterinary Clinics
Jenkins and her colleagues outlined four key strategies for preventing and managing violence in veterinary clinics:
Physical Security Measures: Clinics should implement controlled entry points, emergency protocols, and designated crisis response personnel to ensure a safe environment. Collaboration with local law enforcement for tailored security advice is also recommended.
Communication Training: It’s vital to train staff to communicate empathetically and respond to clients with trauma-informed strategies. The goal is to de-escalate tense situations before they turn violent.
Escalation Prevention: Identify potential triggers and address them proactively. Recognizing signs of escalation early on can prevent conflict from intensifying.
Ongoing Psychological Support: Mental health resources must be available to staff continuously, not just after critical incidents. Providing access to therapy or counseling can help manage the mental toll that conflict and violence can have on veterinary teams.
The Power of Empathy in De-escalation
Kashnik, an assistant clinical professor of psychology at the University of California-San Francisco, emphasized the importance of empathy in diffusing conflict. He introduced the concept of “empathic conjecture,” where professionals recognize and address the emotions of others proactively. This approach allows staff to view behaviors often labeled as manipulative or disrespectful through a lens of empathy, understanding that fear or overwhelm may be driving those actions.
“Prevention is about keeping things calm; de-escalation is about cooling things down when the situation has already heated up,” Kashnik explains. By validating a client’s emotions and responding with empathy, veterinary professionals can transform a potentially violent encounter into a more constructive conversation. For example, instead of reacting defensively to a client accusing a vet of overcharging, acknowledging their concern and fear of being taken advantage of can defuse the situation.
Shifting the Perspective on Conflict
Dorsey Howard, a clinical psychologist at the Lebanon VA Medical Center, shared insights into how to shift the perspective on workplace disputes. He challenged the common "me versus you" mindset that often dominates conflict resolution. Instead, he encouraged veterinary professionals to view conflicts as opportunities to build understanding and trust.
By focusing on shared goals—such as ensuring the best outcome for the animal—vets and clients can reset the tone of a conversation and reduce tensions. Howard also stressed the importance of a genuine apology, one that acknowledges the specific harm caused and commits to change. An insincere apology can escalate the situation, while a heartfelt one can lead to resolution.
Mental Health Support and De-escalation Training
In addition to these strategies, Howard advocated for practices to provide regular de-escalation training and utilize support programs like the Veterinary Mental Health Support program, available through Not One More Vet. This program offers confidential counseling and resources to help veterinarians and staff cope with the emotional toll of the job and prevent burnout.
“When people feel supported, they’re more likely to engage constructively in resolving conflicts,” Howard said, highlighting the importance of visible, trusted support personnel within an organization.
Workplace violence in veterinary clinics is a growing issue that requires urgent attention. By implementing physical security measures, fostering a culture of empathy, and providing ongoing psychological support, veterinary practices can protect their staff and create safer environments for both professionals and clients.
With the right tools and training in place, the veterinary profession can better handle conflict, prevent violence, and ensure the well-being of everyone involved. These strategies are not only vital for the safety of veterinary professionals but also for the future of animal care.
