How to Stop, Drop and Roll When Managing Conflict

March 30, 2018

When conflict arises, all you need to remember is stop, drop and roll.

It may seem like you're on fire when a veterinary client or staff member speaks to you about what you did wrong with their animal, says Debra Vey Voda-Hamilton, Esq, principal at Hamilton Law & Mediation. When this happens, she says all you need to remember is stop, drop and roll.

Stop talking and listen: Your angry client or staff member can't hear you anyway. Drop the need to be right: Your ego can sometimes get in the way when conflict arises. And then let it roll off your back: Nine times out of 10 the client will come back and apologize for how angry they were with you to begin with.