The Art of Tactfully Receiving Feedback as a Veterinary Professional
Feedback is an essential part of growth. When delivered in a compassionate way, it can be especially effective. However, just as with any other skill, some mentors and supervisors are better at delivering it than others. When receiving feedback, we have little control over how or when it is delivered. We do have control over how we receive it and how we respond. Learning to receive feedback with grace is a skill that can serve us well in all parts of our lives but especially professionally.
In the Moment
At one of my early jobs as a veterinarian, I sat down for my one year review and received a 6 page written letter detailing all of the things I had done wrong in the previous year. Needless to say, that amount of negative feedback delivered all at once was hard to swallow. I wasn't prepared for it, and I didn't receive it gracefully.
In hindsight, I know that I could have been more composed when the feedback was delivered. I also know that having an emotional response to feedback, especially a large volume of negative feedback, is valid. But there are things we can do in the moment and skills we already have developed for client communication that can help us to navigate these difficult moments.
Keep an Open Mind
When you are approached with feedback, keep an open mind while it is being delivered. Negative feedback can be difficult to hear and may bring up strong emotions. While it may not always be delivered in the most compassionate way, in most cases, feedback is intended to help you improve and become a stronger doctor and team member.
Try Not To Take It Personally
First, focus on listening to the information as it is being delivered. Avoid interrupting the person who is providing feedback. While it may be tempting to defend yourself or mentally prepare your response, you may miss key examples or information by doing so. You can pause and take a moment to think before you respond to give yourself time to prepare.
Take a Deep Breath
If you feel yourself becoming upset or defensive, consider utilizing breathing techniques such as box breathing or the 4-7-8 breathing method to help lower your arousal level. These breathing techniques are most helpful if you have practiced them in advance and can utilize them out of habit, but even taking a couple of deep breaths being sure to fully expand your diaphragm can help to lower your level of stress in the moment.
Be Aware of Your Non-Verbals
Additionally, be aware of your nonverbal communication. Your posture and body language should convey an openness to receive the information. For example, having your arms crossed, jaw or fists clenched, or being restless can convey disinterest or defensiveness. Maintain eye contact and be aware of your tone of voice when speaking.
Practice Reflective Listening
You can use reflective listening techniques to ensure that you have heard and understood what was being said. These are communication skills we use with clients regularly. Paraphrasing or summarizing what was said can be especially helpful. Just as you need to ask questions of your clients to clarify the patient history, you may need to ask some clarifying questions of your supervisor. If you can stay calm, ask the questions during the initial conversation. But remember that it is okay to ask for a break if you need to digest what you are hearing and continue the conversation later.
Reflecting on Feedback
After I received that letter from my boss, I was tempted to throw it out and ignore all of it. The first thing I did was reach out for support from my family and therapist. By doing this, I was able to validate my feelings and process the information I received. Additionally, I reached out to a few trusted colleagues to discuss the feedback I’d been given and get a second opinion on what I’d been told.
Doing these things allowed me to work through the feedback I’d received and see that even though the delivery of the feedback was less than ideal, there was useful information provided. There were habits I had developed in the clinic that I didn’t realize were creating stressful situations for my team members and behaviors I could work on changing to improve myself as a leader and a veterinarian.
Seek Support from Others
When you are struggling to process feedback you have received, it is always helpful to reach out to your support system and mental health professionals. Having veterinary mentors outside of your primary place of employment can be especially helpful in digesting the feedback you receive. A program like MentorVet offers you peer support and one-on-one opportunities to discuss challenges you are experiencing in your workplace.
Thoughtfully Reflect on the Feedback
Taking time to reflect on the feedback received–whether by yourself or with the help of a trusted mentor, colleague, or mental health professional–is essential to making the most of the feedback you receive. You can determine what additional information you may need, what portions are actionable, and what your next steps should be. Here are some questions you can use as you consider feedback you have received.
What positive feedback did you receive?
Even if the bulk of the feedback was negative, look for the positives in what you received. Is there a case that you handled particularly well? Have you improved in response to previous feedback? Focusing on the positive aspects first can help to remind you of the exceptional veterinarian and person you are.
Do you need more information to better understand the feedback you received?
For example, if you are told, “you are difficult to be around in the morning,” you will want to know the reasons your supervisor or staff have developed that perception. You can ask for a specific example of the behavior(s) that are leading to that conclusion. Perhaps you don’t say hello to the staff when you arrive or maybe you are less efficient in your morning appointments. Having a specific example allows you to determine what you can do to improve the situation.
Does the feedback relate to your behavior or a part of your personality?
Feedback that addresses a specific behavior, skill, or habit is easier to accept and respond to than feedback that targets a personality trait. It is important to remember that feedback is intended to help you improve, not as a personal attack. Thinking this way can help you to separate the information received. Feedback that targets a specific behavior is actionable.
In the previous example of being told “you are difficult to be around in the morning,” you could hear it as a personal attack. Alternatively, you could evaluate the behaviors that have led to this perception. Are you so focused on preparing mentally for the day that you get tunnel vision when you arrive at work and forget to acknowledge those around you? If so, you could make an effort to say hello to your staff when you arrive in the clinic before you begin your mental routine of preparing for the day ahead.
Are there specific skills that you need to focus on to improve your performance?
In some cases, you may need to work on a specific skill set to address the concern. Identifying these skills and discussing what training you need can be essential to making a plan to move forward. For instance, if you have been told that you need to improve efficiency to see more appointments in a day, consider what skills you need to do this. Do you need to work on your medical record writing skills, client communication, or delegation?
Identifying concrete skills that you can address can help to set goals to respond to the feedback you received. Once you have identified the skills needed, you can discuss with your supervisor or mentor what training you might need. Do you need to attend CE on client communication or record keeping? Do you need leadership training? Consider what can be provided in the hospital and what needs to be worked on in another environment.
What support or resources do you need to move forward in a positive direction?
In some cases, improving your skills or changing your behavior requires resources that are out of your control. If your clinic wants you to improve efficiency to see more patients, do you have the available technical staff to support this? If you are looking to improve a particular medical skill, do you have the equipment you need to do the job well? Asking for support from your clinic and addressing a shortage of resources should be part of your follow-up conversation.
What is the potential consequence of not changing your behavior?
Sometimes, you may decide that the behavior in question is not one you are willing to change. In these cases, you must think about the potential consequences. Is this a behavior that will ultimately lead to burnout, a toxic working environment, or poor client relationships? Is this a behavior that isn’t well received in your current work culture but might be okay in a different environment? You don’t have to make a change in response to every piece of feedback you receive, but you should be aware of what happens if you choose not to respond and decide if you are comfortable with the possible outcomes.
Follow-Up
The most effective feedback comes in two parts. After the initial delivery of the feedback, take some time to digest the information, then set up a time to revisit the conversation and make an action plan for improvement. Your supervisor may have specific ideas on how you can improve. Including your own ideas on how to respond to the feedback to improve performance will show that you are committed to the process.
Set Goals
Set specific goals and a timeline to help to keep you accountable. This timeline should include time for additional feedback and progress reports with your supervisor. If you need resources from your clinic or additional training and mentorship to fully respond to the feedback, ask for it. If your clinic is not able or willing to provide the resources, have a realistic conversation of what changes are possible in your current environment.
Communicate How You Want Future Feedback Delivered
While you may not always have control over when feedback is delivered, you can make requests of your supervisors. Because I have anxiety, I get very stressed if a meeting is scheduled several days in advance. I would rather have my boss let me know the same day they plan to deliver the feedback that we need to meet. For some, having advanced notice may help you be in the right mindset to receive feedback. There’s no one-size-fits-all for receiving feedback. While your requests might not always be possible, maintaining an open conversation about preferences can help to minimize resentment and make feedback easier to digest.
Ask For More Feedback
Finally, if you aren’t receiving feedback regularly, don’t be afraid to ask for it. You can’t address a problem you don’t know exists. Scheduling regular feedback sessions with your mentor can create a more positive work environment that allows you to address small problems before they become large. Feedback truly is a powerful tool that you can harness to become the best possible veterinarian.
Conclusions
Feedback is an important part of growth and development as a veterinary professional. Remember to try not to take it personally and thoughtfully reflect on the feedback you were provided. Set goals to improve yourself and don’t be afraid to communicate your own needs during this process. As veterinary professionals are lifelong learners, feedback can help us grow to our full potential.
If you’d like to hear more from veterinarian, speaker, and writer, Kate Boatright, check out her MentorVet Spectrum of Care or you can follow along HERE