Cultivating a Culture of Positive Communication in Veterinary Teams

What defines a veterinary hospital's culture? It’s not the mission statement on the website or the policies in the employee handbook. It’s the daily interactions, both spoken and unspoken, that shape the experience of every team member and help team members understand what behaviors, actions, or decisions will be rewarded (or punished) in the workplace.

At Flourish Veterinary Consulting, we believe that culture manifests through communication. It’s what you say, how you say it, and just as importantly, what you don’t say. And when teams are intentional about fostering positive communication, they can build a work environment where people thrive.

👉 This blog is based on our free on-demand webinar about positive communication, part of our Flourish Academy offerings.

The Power of Day-One Moments

Consider the story of Sophie and Claire, two new veterinarians starting out in similar hospitals. Sophie is welcomed with a sign and smiles; Claire is barely acknowledged. Sophie is praised and encouraged to lead challenging cases; Claire is dismissed and quietly sidelined. These small, seemingly inconsequential differences in communication created vastly different experiences and set the tone for how each veterinarian would view her new role.

This isn’t just about onboarding.  These are the everyday interactions that shape how people feel about their work, their place within the team, and ultimately their performance.

A Model for Positive Connection

To support this intentional approach to communication, Dr. Julian Mirivel, an expert in applied communication, developed a simple yet powerful framework:

• Greet: Acknowledge someone’s presence warmly and intentionally.

• Ask: Show genuine curiosity and interest through open-ended questions.

• Compliment: Offer authentic praise that builds confidence and connection.

• Disclose: Share personal stories to deepen relationships and trust.

• Encourage: Support and uplift others, reinforcing belief in their potential.

• Listen: Truly hear others, especially when there are differences or tension.

This model isn’t just academic theory. It’s actionable. Every member of a veterinary team, from receptionist to medical director, can incorporate these behaviors into daily practice. And when they do, the benefits are tangible: stronger team dynamics, improved compliance, more resilient relationships, and greater personal well-being.

Addressing Difficult Conversations Positively

Positive communication isn't only about praise. It’s also about how we handle hard conversations. Let’s say you notice a technician who was once a team star has started showing signs of disengagement. Using this framework can turn a potentially awkward or tense meeting into an opportunity for connection and growth.

Start by creating a safe, distraction-free environment. Begin with a greeting and an honest compliment, then ask permission to offer feedback. Instead of assuming you know what’s going on, ask open questions and listen deeply. Share your own story to connect on a human level. End with encouragement and an invitation to co-create a plan for moving forward.

Don’t Wait: Timely Feedback Matters

Whether offering praise or addressing a concern, timing is key. While not every situation demands an immediate response, waiting too long can increase misunderstanding and resentment. Choose a time when emotions have settled and privacy is available, and be clear and compassionate in your delivery.

Intentional Culture, Not Accidental Climate

Unspoken frustrations, misunderstood actions, and misaligned assumptions can quietly erode trust and morale. When communication is passive or inconsistent, team culture becomes a product of chance.

But there’s a better way. When leaders and team members commit to positive communication, they create space for people to feel seen, heard, and valued. Over time, that builds the kind of workplace where veterinary professionals don’t just survive their careers. They find joy in them.

👉 Want to dive deeper into these tools and techniques? Check out our Communication Masterclasses, including one designed specifically for veterinary leaders and another for veterinary teams.

If you're ready to make positive communication part of your culture by design, not default, Flourish Veterinary Consulting can help. Because everyone deserves to thrive at work.