Listen, act and support: An investigation into individual and organisational incivility management in veterinary...

This study investigates the impact of workplace and client incivility on veterinary staff wellbeing and job satisfaction, examining both individual responses and organisational support mechanisms to identify best practices for managing incivility.

A mixed-methods approach was employed, involving a survey of 192 veterinary professionals from various roles and practice types. The survey measured experiences of incivility, individual factors (anxiety, stress, burnout, job satisfaction and turnover intention) and organisational factors (perceived organisational support, social support and civility climate).

Client incivility was a significant predictor of increased anxiety, burnout and stress, while co-worker incivility was a significant predictor of increased anxiety. Organisational support and team civility were found to be significant predictors of job satisfaction and turnover intention, with organisational support mediating the impact of co-worker incivility on anxiety. Qualitative analysis highlighted the importance of listening to staff concerns and taking proactive measures to address incivility.

The data are cross-sectional and subjective, and the sample is predominantly female.

Effective management of incivility in veterinary practices requires robust organisational support and clear policies. Practices should prioritise listening to staff, fostering a supportive environment and implementing training programs to mitigate the adverse effects of incivility on staff wellbeing and job satisfaction.