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

Background: This study investigates the impact of workplace and client incivility on veterinary staff well-being and job satisfaction, examining both individual responses and organisational support mechanisms Method: A mixed-methods approach was employed, involving a survey of 192 veterinary professionals from various roles and practice types collecting quantitative and qualitative data. The survey measured experiences of incivility, well-being indicators (anxiety, stress, burnout), satisfaction (job satisfaction, turnover intention), and organisational factors (organisational support, social support and civility climate).Results: 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.Limitations: The data are cross-sectional and subjective. The sample is predominantly female.Conclusion: Effective management of incivility in veterinary practices requires robust organisational support and clear policies. Practices should prioritize listening to staff, fostering a supportive environment, and implementing training programs to mitigate the adverse effects of incivility on staff well-being and job satisfaction.