In our veterinary hospital, we have been focusing on culture. Having been in practice for over twenty years, I will attest to the fact that the make up of a practice culture is deep rooted. It has to do with understanding our ‘why’, having a shared vision, an environment free from harassment and the safety net of respect. I’ve learned it also involves investing in communication. Of course, communicating with pet owners is paramount, but in my experience, one of the largest contributors to a positive practice culture is the communication among staff members.
We recently engaged in all team training called Communicate Naturally, where we learned about different communication styles or personality types. We had to complete a quiz, assigning words to describe our true selves and how we see and react to the world.
As we learned about four different colours, or communication/personality types and where we may be on this colour spectrum, I couldn’t help but wonder what colour my main character would be. Then I started to think about my favourite book & movie characters and what their colour might be.
In a scene I wrote, that takes place in a veterinary practice, I pondered what made it work so well and then I realized I had contrasting colour characters to create tension. Allow me explain.
The lead technician is a solid Primary Gold Mine… she needs to be dependable. She connects to being responsible, likes to fulfill duties and organize. She is practical and sensible. She likes to be punctual and believes you earn your way through hard work, and carry your load. She is stable. She enjoys making lists, helping others and dresses in uniform.
Can you see her? Let’s call her Barb.
The junior technician is a strong Primary Blue Ocean… she needs to be real. She is her authentic self. She feels heavily and gives of herself in a tension free manner. She is sensitive, has integrity, empathy, and leans into her unique identity. She makes eye contact, listens attentively, has warmth and friendliness. She wears soft fabrics, is polite, and nurturing. She enjoys touching (hugging) and will often stop her work to engage with coworkers and clients.
Let’s call her Tina.
Are you starting to see how these two characters might miscommunicate and set off sparks during their work day? This is my life, each and every day!
When a dog, without an owner, comes into the practice hit by a car, injured but not critical and the team works to help the dog, the subtle exchanges between these two characters becomes the story. The lead technician, Barb, is all business, setting up an intravenous catheter and starting oxygen (following protocols), beginning a monitoring chart (lists), staying calm, and appearing detached. Inside – she is seething that no one was with the dog. How did it get out? Where are the owners?
While the junior technician, Tina, is petting the dog, soothing the animal and herself. She wants to discuss who the dog could belong to and what they should do with an absent owner and there is no one to speak for the dog. She is nearly brought to tears over worry and empathy for the dog and the poor owners. She needs to share her feelings before she can act. She could really use a hug.
Do you think Barb is going to offer Tina a hug? Not likely!
Can you see how they might drive each other a little mad? How both of them are not meeting the needs of the other? Certainly, I have exaggerated this, but isn’t it fun!
Barb is assuming that Tina is a free loafer who is slacking on her job. She thinks Tina is focusing on the wrong things and Tina feels as though Barb is unfeeling and cold. They quickly come to heads.
For the Primary Green Planets, who need to challenge thinking, I was reminded of Bonnie Garmus’s Elizabeth Zot, from LESSONS IN CHEMISTRY. With her passion to be scientist and to apply science to all areas of her life, I suspect Elizabeth is a strong green type. As a scientist, she must strive for perfection, and reach for the sky. She thrives with complexity and is at one with nature (defining the elements/ingredients and their reactions). She enjoys solving problems and felt most seen when her ideas were recognized. She had analytical abilities and didn’t express her feelings openly. We saw a character who was business like, gestured from her head, used models to explain and got upset when others didn’t understand her common sense rationing. Thankfully, she had a producer who understood her.
And for our Primary Orange Skys… who need to demonstrate skill, I’m reminded of Ethan Hunt from the Mission Impossible series. He leans into action, energy, and danger. He yearns for what is next and has an aggressive lust for action. He commands attention, loves the now, and is proud of being highly skilled. He is a master negotiator. We see him always moving, performing attention getting activities, dressing up in bold attire or casual dress. He demonstrates confidence and has visible fascial expressions.
As much as I enjoyed this exercise at work, to learn about myself and my coworkers and how we might learn to communicate more naturally and improve our practice culture, the author in my head began sparking ideas about how I could use this training to help me with crafting my characters. As a part of my character profiles, I’m now going to define their primary colour. When I’m stuck in a scene and not sure which direction I should go, I may ask myself who is in the room and if they leaned into their primary colour… what would they do?
