Communication in Animal Care: The Behavior, Impact, Tossback Method
Communication in the animal care field is critical—not just with the animals but with each other. Whether you’re working with fellow zookeepers, veterinary staff, or leadership, clear and confident communication can mean the difference between a smooth operation and lingering frustration. This blog will outline the behavior, impact, tossback method and some examples of how it can be used.
But increasingly, even the most basic interactions feel like potential conflicts. Have you ever hesitated to send a follow-up email because you didn’t want to seem pushy? Or struggled to bring up a bigger issue—like a problem with a colleague’s actions or decisions—because you didn’t know how to start the conversation?
If so, you’re not alone. But there’s a way to make these conversations easier: the Behavior, Impact, Tossback method.
Why Communication Feels So Hard
In animal care, we work in high-stress environments, balancing the well-being of animals with tight schedules, safety protocols, and teamwork. Miscommunication can easily lead to misunderstandings, hurt feelings, or even workplace tension.
Two common problems often get in the way of effective communication:
- Overthinking simple interactions.
Example: A keeper emails a colleague and doesn’t get a response. Instead of following up, they assume they’d be rude to do so. Now, they’re stuck, unsure of how to proceed. - Approaching difficult conversations aggressively.
Example: Instead of opening a dialogue, someone sits down with a list of grievances, making the other person defensive and shutting down the conversation before it even begins.
These challenges lead to avoidance, resentment, and workplace stress. But with the Behavior, Impact, Tossback method you can communicate clearly—without unnecessary conflict.
The Method: Behavior, Impact, Tossback
I first learned about this method from the Healthy Workforce Institute. This method provides a simple structure to express concerns while keeping conversations productive and open.
- Behavior: What specifically happened? Stick to facts, not assumptions.
- Impact: How did it affect you? Focus on your feelings, not accusations.
- Tossback: Invite discussion instead of shutting it down.
Here’s how it works in action:
Example 1: A Simple Follow-Up Email
Behavior: When you didn’t respond to my email…
Impact: I felt awkward following up, like I might be rude.
Tossback: Is it okay for me to follow up on things like this?
This keeps the conversation non-confrontational while clarifying expectations.
Example 2: Addressing a Bigger Concern
Behavior: When marketing didn’t acknowledge the passing of the goat in my section…
Impact: It felt like leadership didn’t value that animal, and I struggled to process it.
Tossback: I know that probably wasn’t the intent, but I’d love to talk about how we can handle moments like this moving forward.
This keeps emotions valid but prevents blame from derailing the conversation.
Example 3: Dealing with a Dismissive Response
Behavior: When I suggested a supplement for the squirrel monkeys, you scoffed.
Impact: That made me feel like my idea was stupid.
Tossback: What made you feel that it wasn’t a good idea?
By inviting discussion, the conversation stays open rather than escalating into defensiveness.
The Power of Practicing with Small Moments
It’s hard to tackle big, emotional conversations if we haven’t practiced with small ones first. That’s why starting with low-stakes scenarios—like following up on an email—helps you build confidence for more challenging conversations.
Want to take it a step further? Learn to apologize effectively.
Instead of defending yourself, practice saying:
“I’m sorry I made you feel that way.”
And if you’re on the receiving end of an apology? Instead of brushing it off with “It’s okay,” try:
“Thank you, that means a lot. Can we talk through this more?”
This keeps the dialogue going instead of shutting it down.
A Fun Way to Practice: Communicating with Animals
One way to make these conversations feel less intimidating is to role-play in a lighthearted way. Here’s an example:
A keeper spends hours making enrichment for an animal, but the animal ignores it. Instead of assuming failure, they use Behavior, Impact, Tossback:
Behavior: When you didn’t touch, smell, or look at the enrichment I made for you…
Impact: It hurt my feelings and made me feel like my effort wasn’t appreciated.
Tossback: Did you really hate it that much?
The animal (if they could talk) might say:
“I’m sorry I made you feel that way. I appreciate everything you do for me.”
And the keeper can respond:
“That means a lot. What was going on? Why didn’t you like it?”
The “animal” could then explain:
“It was overwhelming and scary at first, and then I got sleepy and took a nap.”
Practicing with humor can make the BIT method feel more natural—and help you build confidence for real conversations.
Start Small, Build Confidence
Clear communication is a skill, just like training an animal or designing enrichment. The more you practice, the easier it gets. Start with small, daily interactions, then work your way up to bigger conversations.
With this method, you can stop avoiding difficult conversations and start creating a workplace where communication is clear, respectful, and productive—for the benefit of both people and animals.
Ready to Improve Your Communication?
Try using Behavior, Impact, Tossback in your next conversation. Share your experiences in the comments—what’s one workplace interaction where this could help?
Want to learn more about effective communication? Check out this blog!
