How to Stop, Drop and Roll When Managing Conflict

When conflict arises, all you need to remember is stop, drop and roll.
Published: March 30, 2018

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. 

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