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Posted: 6th June 2024

Guide released for managing rudeness in practice
Dr Irwin's research revealed long-term impacts to rudeness in practice.
The advice addresses incivility from clients and colleagues.

A practical guide has been published, designed to provide veterinary staff with the support they need to address incivility in the workplace.

Developed by the University of Aberdeen, in partnership with leading organisations and figures, the resources are intended to support those in practice with navigating rudeness from clients and colleagues.

The resources follow research from Amy Irwin, which revealed that experiencing incivility in a veterinary practice could result in negative, long-lasting effects for veterinary staff. This included reduced job satisfaction, reduced wellbeing, higher risk of burnout and higher likelihood of team members quitting.

The advice has been developed through collaboration with industry experts and other organisations. It also responds to findings from other research from Dr Irwin, which examined the ways that veterinary staff respond depending on the source of the rudeness (from clients or colleagues) and the type of behaviour (being ignored or demeaning comments).

As well as addressing the consequences of rudeness, the guide also includes information on how staff should respond to rudeness and how to develop a more supportive practice environment.

The guide consists of several sections which include advice on the perception of rudeness, why it happens, how to respond, support for mental wellbeing and how practices can support staff. There are also sections exploring neurodivergent and student perspectives.

It has been produced as a reference guide, meaning that users will be able to easily find specific sections depending on their needs.

Dr Irwin said: “This guide represents the collective expertise of researchers and veterinary professionals. We have created the guide to provide an evidence-based reference point for anyone struggling with incivility within the veterinary context.”

She added: “We hope this will make an impact in enabling veterinary practitioners to not only navigate difficult situations better but to take action to address incivility and to encourage the development of a civil, supportive place to work.”

Practices can download a free copy of the guide by completing a short online form here.

Image © University of Aberdeen



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