In this crossover episode of the Cone of Shame Veterinary Podcast and VetFolio Voice, Dr. Andy Roark, Stephanie Goss and Dr. Cassandra Fleming dive into conflict management in veterinary practices. They discuss how to reframe conflict as an opportunity for growth rather than something to avoid. Stephanie and Andy break down the importance of building conflict-resilient teams—teams that can disagree, talk through issues, and move forward without tension lingering. They explore practical tools for managing conflict effectively, including communication techniques, creating a culture of psychological safety, and empowering team members to handle conflict themselves rather than relying on leaders to mediate every dispute. They also introduce the Conflict Management Certificate, a resource designed to equip veterinary teams with skills to navigate tough conversations constructively. Whether you're a practice leader, manager, or team member, this episode offers valuable insights into transforming workplace conflict into a tool for stronger teamwork and better patient care.

Conflict Management Certificate

Leadership Essentials Certificate

Dr. Know-It-All Card Game

Dr. Andy Roark Charming the Angry Client Team Training Course

Dr. Andy Roark Swag: drandyroark.com/shop

All Links: linktr.ee/DrAndyRoark

Dr. Cassandra Fleming obtained her Master's Degree in Animal Sciences from the University of Florida in 2010 followed by her DVM, also from the University of Florida, in 2014. She graduated with certificates in both Food Animal Medicine and Veterinary Business.

She currently practices as a small animal general practitioner in North Central Florida, where her favorite cases to manage include dentistry and geriatric medicine, specifically pain management in dogs with arthritis.

You may also recognize her as Dr. Cassi of VetFolio, VetFolio's staff veterinarian, which has afforded her amazing opportunities to learn from some of the industry’s best.

When she's not working, she enjoys spending time with her husband Josh and their two young daughters. She also enjoys spending time with her dog, Wrigley, and almost any outdoor activity!

Stephanie is a former practice manager who lives on the Olympic Peninsula in Washington State. With over 20 years of experience both on the floor and in the office, Stephanie is passionate about staff education, team culture, management and training. Stephanie loves to geek out about technology, especially Practice Management Software. She has experience as a practice manager in both private and corporate practices, ranging in size from one to seven doctors. She has experience as a consultant and trainer with AVImark software, paperlite/paperless transitions, practice management and staff training.