Welcome to the Veterinary Business Success Show with Dr Dave Nicol. In this brand new podcast, we’ll be exploring ideas and subjects that can be used to manage your veterinary practice better with experts in their field. In today’s episode, we're joined by ‘Nipped in the Bud, Not in the Butt’ author, litigator-turned-mediator Debra Hamilton who shares why mediation is often a more cost-effective, and lower stress route to take through conflict with pet owners. Not least because it is likely to result in a more satisfactory outcome for all parties. In an age when the threat of reputational damage on the internet frankly terrifies us and endows clients with enormous (and what seems like unfair) power, methods to avoid relationship implosions seem like a very good idea. In our COVID-stressed world, where complaints seem to be on the rise, Debra and her collaborative approach to conflict resolution might just be your best friend. Today’s show is brought to you by VetX international... Are people the major pain-point in your practice? If so, you are not alone, over 90% of managers report staff problems to be their number one issue. At the root of this problem are usually three dysfunctions: A poorly articulated vision, toxic culture, or some form of leadership breakdown. If this sounds familiar then do not despair. Help is at hand. We encourage you to check out 'Leaders' a veterinary specific Leadership training program where you will learn how to create and execute on a shared vision, how to hire well and build a powerful high-performance practice culture without the drama. The class is accredited, delivered online, and open for applications now. To learn more, listen to a free training webinar, or apply - visit www.vetxinternational.com/leaders today.