Exceptional Dental Practice Management

What A Great Team Looks Like

    Today our team once again demonstrated the reason they are so special.  We had a 19 year old woman who was having a 3rd molar extracted.  She was on N2O and we were tying up the last suture.  Everything was fine, until she started to vomit.  I called for the assistant, Cady,  to bring us a bowl and she came quickly and put some gloves on and got right in the thick of things and helped.  When we were finished vomiting and suturing we cleaned the young lady up, but she had soiled her blouse.  Cady excused herself and went out to her car and came back with a blouse for the girl to borrow.  I walked out to the hall to keep others away from the room while she changed her blouse.  I looked in to see Cady gently buttoning the blouse because the poor girl was still wiped out.  It was such tender act of compassion and caring, but it had a powerful effect on all of us.  The thing we all felt was that we are so lucky to have Cady and each other.
    I escorted our patient to the waiting room and told her father that she had been ill and gave him some home care instructions.  I came back to find most of the staff helping Cady clean the room.  Most people would have found something, anything to keep them busy and away from that smelly room.  Many people would have whined and complained about the odor.  This staff just got busy and were expressing concern for the patient and telling Cady how impressed they were by her.  Seeing that made me feel extremely proud of them and grateful to be among them.
    These are the days that make managers know it's all worth it.  This is how you know you're on the right track.  This is what happens when you stick your neck out, share your vision and ask others to join you.  It's not a miracle, it's the result of dedication, faith in others and perseverance.  And it's worth it.

What Will You Do To Make It Work?

    The past two days I wrote about what the dentist/manager and existing staff can do to successfully phase a new employee into the practice when there's resistance from existing staff.  Can the new employee herself do anything to help smooth the way?  You bet she can, and it may be the first gift she gives the practice.
    First, realize that you have a lot to learn.  You have to learn to do things their way.  Don't try making too many changes or telling them how you did it at your old office, at least not right away.  If you see things that you think could be done more efficiently, that's great.  Keep a notebook.  Once you've been there a while, ask if you can make some suggestions.  If your ideas will affect another person, always discuss them with her before anyone else.  Don't just start stocking things somewhere else without letting her know.  That's how you develop trusting relationships.
    Give credit where due.  If someone shows you how to do something and your boss praises you for knowing how to do it, let him know how generous your co-worker was in teaching you.  He'll still be impressed with you and your co-worker will appreciate that you gave her the credit due her..
    Don't pester.  You do need help learning the ropes, but realize that everyone else has their own job to do as well.  Don't demand that they drop everything to show you how to do something.  Be patient and realize they'll help you as soon as they can.
    Don't shy away from trying things that seem complicated or distasteful.  There are a few tasks in dental offices that aren't so pleasant, but they must be done.  No one likes to change the plaster trap, but if everyone takes their turn, no one will have to do it often.  If something seems too difficult, remember, the person who wants to teach you believes you can do it.
    Just slip right in.  Don't make a big deal about being the new kid for too long.  People like routine and no matter how nice you are,  until you settle down to business as usual, no one else can either.
    So, if you remember to be considerate, be compassionate and be thankful to those who help you, everything will work out just fine.  You'll soon be one of the gang and a valued part of a dynamic team.

Tarantola Dental Learning

    Here's another great site I've added to my Dental Website list.  Greg Tarantola's Dental Learning site is full of great info and thoughts that you can use at staff meetings.  My boss has forwarded newsletters from Dr. Tarantola for years and I finally signed up to get my own.  You might want to as well.

http://www.tarantoladentallearning.com/home

ACT Newsletter

    I've posted a new link under the category of Dental Websites.  It's for the ACT dental coaching newsletter.  It's free for the asking so don't miss out.  I'll get you started:

www.actdental.com

Don't be shy, they'll be happy to send you one.

So, Just Exactly What Are You Thinking?

    Yesterday I talked about what a dentist or manager can do to facilitate the success of transitioning a new team member into a practice with long-term staff who may have mixed feelings about the whole thing.  Today I want to talk about what the long-term staff member can do to make it work.
    First of all, actively work on getting over it.  The new person isn't replacing you, she's replacing someone else who left.  They need you both, there's room for each of you.  When conflicting feelings come, ask yourself if they're legitimate, or born of fear or insecurity.  See things for what they really are, don't just react.  Human beings are full of unbidden emotions that erupt as a result of living in an imperfect world.  We've all had our share of hurt and disappointment.  We've all been misunderstood or treated unfairly.  But...not everyone's out to get you.  Some people just want to live and work the best they can.  Become one of them and leave the worries behind and everyone will be better off.   
    Start by assuming that the new person just wants to fit in and contribute.  If she comes up with a better way of doing something, your initial feeling may be that she's showing you up.  Wait 3 seconds.  Now, ask yourself this, "Is she really sitting around scheming about ways to make me look bad, or does she just see a different way because she's looking at the situation with fresh eyes?"  Uh huh, sounds like the second scenario is right, doesn't it?  Even if it isn't, you'll be happier and come off better if you assume it is.  How about this one?  You think your boss is so happy with her that he's forgotten all you've done for the practice all these years.  Tell yourself this, "He knows what he has in me as an employee and he's sure of me.  He is discovering what this new team member has to offer and it's interesting.  The good of the practice depends on her quickly learning her duties and fitting in.  That's what we all need to help with." 
    You have two choices.  You can sulk and undermine the new hire, and while you're at it make everyone's life miserable.  In the process you won't look like such a great deal after all.  Or...you can look for ways to help, even if that means simply validating yourself when you do something good.  You can teach the new employee what you know and show her the tricks of the trade.  When you do that, you facilitate service to the practice and the patients and you show yourself to be a valuable and generous team member.  So, what are you waiting for?

"Power consists in one's capacity to link his will with the purpose of others, to lead by reason and a gift of cooperation."
                                                        ~Woodrow Wilson~

What Is She Thinking?

    Change is hard, but as we all know, it's a fact of life.  So, why is it so hard to accept?  We've all experienced the difficulty that sometimes happens when a new staff member is brought onto a team with long-term employees.  It's like on-the-job sibling rivalry.  Just like sibling rivalry, if the one who was there first is treated harshly or criticized for their feelings, it will only get worse.  On the other hand, if the manager goes overboard trying to placate the existing employee, the new hire will feel that she can never measure up and will probably leave.  So what's a mother manager to do?
    First, accept that the long-term employee may be going through a whole range of feelings and emotions that even she doesn't understand.  She may be going through the days just fine, feeling good about the new person, when one phrase or comment may bring the whole house of cards tumbling down.  Remember, she may not even see it coming so she is probably dealing with her feelings of hurt, anger or jealousy, along with her feeling of disappointment in herself for not being on-board.  The new person may be basking in the attention and encouragement that she needs to grow in her position, while the long-termer may feel that she is fading out to black.
    What is your established employee thinking and why is she acting that way?  Well, for starters she may be feeling threatened, displaced, or that her importance to the practice is diminished.  After all, she's taken years to fine tune her performance to be exactly what you want, yet this newbie has come in and seamlessly slipped into place.  What gives?  Well, we can never know exactly what another person is thinking, no matter how well we think we know them.  Just as you don't really know what she's thinking, she doesn't have the ability to read your mind either.  She can only go by what she sees and how she interprets it.  She may think you are looking at the new employee as God's gift to dentistry, when in reality you are just happy you found someone qualified to work in your practice.  What she sees as immediate satisfaction, may really be you seeing the potential in the new hire and relief that you have a full team. 
    What can a dentist or manager do to make this work?  First, tone it down a little about the new person.  Yes, you're happy to have her and it may have been hard to find someone as wonderful as she, but be moderate in your expression of awe and wonder.   Spread your praise around and let everyone know they are an integral part of the team.  Address the issue with your long-term employee in a non-threatening way.  Listen to how they're feeling without making them feel childish or guilty, they probably feel that way already.  Accept their feelings as real for them, and let them know that you value them, consider them in it for the long-term.  Tell them that you expect and need their cooperation and expertise in helping bring the new person up to the standard of performance in the practice.  Help them to understand that when they teach another staff member what they know, it does not diminish their value to the practice.  Rather, it increases it.  Knowledge shared is knowledge squared.  Rather than seeing her new co-worker as a threat, she can start seeing her as a potential friend.  The new employee, in turn, will appreciate her help and see her as a wise and generous mentor.  Someday, she will see the employee she helped, using the same words and mannerisms to help the next new team member. 
    A little sensitivity, compassion and focus go a long way toward turning situations like this around.  People are generally trying to do the best they can and when they behave jealously it is usually coming from some kind of insecurity.  By building a staff member up, rather than cutting them down, you can get the outcome you want and get the whole team moving in and focused on the direction you want your practice to go.   Tomorrow I'll address this from another angle.

It's Not About You

    If you don't believe anything I say, believe this.  It's not about you.  Really, get used to it.  A few days ago I wrote about some bad service we got at the end of my daughter's wedding reception.  The person who caused it wasn't out to get us.  She didn't hate us or want to make us unhappy.  She just couldn't unwrap herself from the problem we were having.  We couldn't locate the bride and groom's car keys, so they not only didn't have a car, they didn't have access to their luggage which was in the car.  We asked for help and got defensiveness and combativeness, but no help.  The result is that we will never give the place a good reference. 
    The person we were dealing with was a young woman so I tried to give her the benefit of the doubt and help her see that we weren't accusing her of anything, we just needed someone to help us unlock the car at the least, or find the keys at best.  She would have none of it.  I asked her to take herself out of the equation and think of herself as a representative of the establishment and do what would make them look good.  She couldn't do it.  We all lost.  My daughter and her husband didn't get their car keys and I believe the young woman was terminated. 
    When something in your dental practice is not going the way it should, do you think about how it affects the practice and the patients, or do you examine yourself for hurt feelings or insult?  If you can just focus on the event and take the time to think of what response will give you a result that will satisfy the patient, then the practice will be ok, and so will you.  When a patient is standing in front of you ranting about their insurance, it's about their frustration with the insurance company.  You may feel disrespected, but that's probably not their intent.  They're mad, and you're there. 
    I had an elderly patient come in a few weeks ago.  She has dementia and needed an extraction.  She's pretty feisty and tends to imagine we've done all sorts of diabolical things to her teeth.  She'll usually give me a lengthy lecture about how terrible we are and then let me settle her into the chair.  When my boss walks in she is sweet and complimentary.  If I try to hold her hand during an injection she'll slap me away and tell me not to touch her.  If I let it be about me, I'd feel pretty bad and dread seeing her.  I know it's not about me, how could it be?  I'm always nice to her.  If she didn't suffer from dementia, she'd love me.  It's about her and her disability.  That's all.  I can deal with it. 
    When you stop taking everything personally, you give yourself freedom.  You don't have to wonder what you did, what is wrong with the other person or what it is about you that makes people treat you that way.  If it's not about you, you just deal with whatever happens and go on.  It's all about thinking outside of the box.  Instead of doing what you always do the next time a problem or stressful situation arises, try to stop and think in a different way.  You may find that you enjoy the challenge. In the end you earn the respect of your co-workers and the self-confidence to know that you can handle whatever happens.

Sonicare Flexcare With UV Sanitizer

     I've been asked a few times to review products on this weblog and I never felt inspired to do it.  I just bought a new Sonicare Flexcare brush with the UV brush sanitizer and I have to say, I love it.  Sonicare has always been my favorite and this new one is the best so far.  I also have the model that has the toothpaste in the handle.  You just push the button and there's your toothpaste.  When I heard about it I wondered who would be so lazy that they couldn't squeeze a tube to put paste on their brush.  Well, the answer was, I would be that lazy.  I really liked it, but found that it built up a lot of gunk. 
     The flexcare seems to have a design that won't build up a lot of schmutz.  It has a nice slim handle and the best part of all is the very compact brush head.  Now, I can't swear that the UV light actually sanitizes the bristles, but I like thinking that it might.  I would like it better if the UV sanitizer was built right into the charging base, but I'm sure Phillip's will figure that one out.  That's what I get for having to have it as soon as it comes out. 
     All in all I'd give 2 thumbs up to the Sonicare Flexcare Brush with UV Sanitizer.

Caring, Compassion, Charity

    I've been tagged by Galba Bright to participate in the Caring, Compassion, Charity meme that was started by Alex Shalman.  My assignment is to write about a cause that is close to my heart and to list the things I'm going to do about it.
    I wrote about my cause initially about a week or two ago.  It hurts my heart to see children suffering with pain caused by tooth decay and neglect.  I cringe when I look at their x-rays and I am in awe of their toughness and dignity.  They don't whine, they don't complain and they are grateful for what we do for them.
    I'm lucky to work for a dentist who cares.  We treat these children without fee and they get the same as everyone else.  Knowing that we not only give them a healthier mouth but also a healthier outlook on humanity is very rewarding.  These kids know we care and that we are making a difference for them.  Someday in the future, they will remember that and it may help them make a good choice for themselves or extend a hand in caring to someone else.  The things I will do to help make a difference are:

1. I will go to  schools and talk to children about oral care at home and about making good choices in the foods that they eat. 
   
2. I'll screen the children so that they don't get into the condition of those we've seen.
   
3. I will meet with parents and let them know that their kid's teeth are important.  I'll try to get them to make sure the kids have toothbrushes, paste and floss.
4. I'll try to get other dental offices involved so that more kids can be helped.
5. I plan to talk to the local newspaper and see if they'll do a story about the need for more dental care for underprivileged children in our town.
6. I'll write to manufacturers of dental products to see if they'll donate toothbrushes, paste and floss to us.  Colgate, Crest, Oral-B, are you listening?

I tag Ed Brenegar from Leading Questions
        Gretchen Rubin from The Happiness Project

        Tom Jablonski from The Servant Leadership Blog

        Henrik Edberg from The Positivity Blog

        Timothy Johnson from Carpe Factum

Thanks for including me Galba and sorry it took so long for me to catch on.  I'm going to blame the distraction of the wedding.  Guess I can't use that excuse much longer.

How Would You Live?

   I was watching Oprah today and the subject was Death and Dying.  I thought it sounded depressing so I almost didn't watch.  That would have been a mistake.  One of the guests was a man named Randy Pausch.  He is on the faculty of Carnegie Mellon, father of 3 young children, and he is dying of pancreatic cancer.  Still sounds depressing, doesn't it?  Well no matter how you look at it, leaving a family you love is sad.  There's more to the story though.  Randy was giving his last lecture and it was a lesson on how to live.
    He talked about his happy childhood and how his parents encouraged him to paint on the walls of his bedroom.  He listed his childhood dreams and he's achieved most of them.  It wasn't easy to achieve some of them and his advice about adversity was this: "Brick walls are there for a reason, they let us prove how badly we want things."  He talked about learning the basics of what you're doing, "Get the fundamentals down or the fancy stuff won't work."  I can't tell you how many times I've been training an assistant who doesn't want to spend time learning how to set-up for a crown prep before she is asked to assist with one.  Then, when an important item is missed and the dentist has to cool his heels waiting for her to retrieve it, she realizes she has to know the mechanics of the procedure as well as how to sit chairside.
     One dream he didn't realize was playing in the NFL.  He said he learned some of his most valuable lessons on the football field though.  One day, after an extremely grueling practice, the assistant coach commented on how hard the head coach had been on Randy.  He said, "That's ok, it means he believes in you.  You have to worry when you're doing badly and no one tells you anymore.  That's when they've given up on you."  I could relate to that.  There are times as a manager when I have to decide whether to keep giving feedback to an employee.  Don't think it's fun for managers to keep telling someone they need to improve.  We don't enjoy being faced with tears, defensiveness or denial anymore them anyone else.  Please remember that the next time you're receiving critical feedback.  Your manager likely sat in her office steeling herself before she stood before you.  His reaction to not acheiving some of his dreams?  "Experience is what you get when you didn't get what you want."
    He told a story about his father that pretty much defines humility.  His dad passed away last year.  He was a World War II veteran.  While going through his things, his mother found the medal of valor his father had been awarded.  In over 50 years of marriage, she never knew about it.  Somehow, it just never came up. 
    On dealing with others he said "Wait long enough and people will surprise and impress you.  You just haven't given them enough time.  Randy knows he doesn't have much more time.  Of course, he's sad about that, but he's using every minute of the time he has left to make a difference.  The only difference between Randy and the rest of us is that he knows for sure he won't be here this time next year.  How would you live if you knew your time was limited?  Guess what , better get started, your time is limited.  What would you change at work?  What you change at home?  What would you change about yourself?  Is your practice the way you want it to be?  Do you like your job?  Do you spend enough time with your family or are you too tired to go to your kid's baseball game?  Do you worry so much about being perfect that you forget how to be you?  Randy's last lecture is on YouTube.    The whole thing is pretty long so you decide if you want to watch it.  I pulled out the parts that impressed me the most here. 

    I hope you get inspired to really live while you have the chance.

Here Comes The Bride

 

What Are You Waiting For?

    Yesterday was a happy day for our family.  It was my daughter's wedding day.  My beloved child married another family's beloved child and we are overjoyed.  Our family and friends came from all over the country for this day.  During the wedding service our priest made the following comment, "Don't wait for love to come to you.  You are love.  Love isn't something that comes or that happens to you.  You love."  It's that simple.  I looked around at the reception at everyone gathered there to celebrate this day and I realized he is right.
    Many times we wait for people to love us or appreciate us.  Then we will love and appreciate them right back.  Or, we decide that our love and appreciation isn't being returned in the way we want.  So, we decide to withdraw it.  When you use love or appreciation as currency or a commodity you aren't really loving or appreciating anyone, because whatever it is you're doing, it has nothing to do with love. 
    When you only treat the co-workers or patients nice who are good to you, you don't cause change.  Stop worrying about you, and give it all you've got.  If nothing else, you've done the right thing.  Our reception went off without a hitch, until the end.  My daughter's car keys had been on a table and we couldn't find them.  The workers at the venue had started to clear the tables and my husband asked the young woman in charge for help.  Her immediate response was defensiveness.  My husband never said that they were responsible for losing the keys, he just asked for help.  She became agitated and did nothing to help us.  It was very upsetting and ten minutes before realizing we couldn't locate the keys, we would have raved about our experience to anyone who asked.  Instead we left with a bad impression and will not recommend it.  Even worse,  things we had been willing to overlook started to seem more disappointing.  The DJ was boring and didn't get the crowd moving and didn't play some of the songs we'd wanted.  You get the picture.  Five minutes of attitude made the difference. 
    If the young woman had reacted with love and caring, everything would have been fine.  I'd be writing about how great we were treated and I'd tell everyone who asked that I recommended the place.  I'll talk more about why her attitude was the way it was soon and how to avoid having a similar situation with your patients.  Tomorrow, when you go to work, you go first.  Extend love and appreciation first.  Don't worry about getting it back, you will.  Because even if no one acts like they care, you will feel good about yourself and know you did the right thing.  Love never fails.

The Zero Zombie Zone

    That's right, no zombies allowed.  Zero tolerance for slackers or deadbeats.  What we want in our practices are employees with zeal.  The go-getters of the world, be they few and far between, are what makes a dental practice zing. 
    These are the people you can't hold back.  They don't worry about breaks, whose job it is, what she meant by that, or anything else that doesn't help them achieve their goals.  They love to learn.  They're the ones that are excited about coming to work and enjoy the day and everything it brings.  Today was boss's day and, of course, we wanted to do something nice for our wonderful boss.  The sentiments in his card said it all.  "This is a good place to be."  "I feel blessed to have found this wonderful place to work."  "It's a pleasure to come to work and be with such great people all day."  That's zeal and the people brought it with them.
    What makes zeal stay?  There are a lot of ingredients that go into gathering and maintaining a zealous team.  Appreciation for what they bring, consideration for each other, concern for their well-being, and a great attitude toward the purpose of what we do head the list.  Basically, you have to make teamwork a priority and let them know how necessary their unique contribution is to the success of the team. 
    Well, I made it through the whole alphabet just in time.  My daughter is getting married on Saturday and things are really getting busy around here.  The bride arrives tomorrow and family and friends will be descending on my doorstep as well.  So, I'm going to take a break for the rest of the week.  I'll be back next week, but until then, it's all about my daughter.  I'm sure I'll have some pictures to share.  Zee you later.

The Yin To Your Yang

    No, I'm not just desperate for a Y word.  Well, ok I'm a little desperate.  There's a lot of value to having both yin and yang.  Yin and yang are opposites and together they form a whole.  If you find your opposite in an office manager, that can be a good thing if you can find a way to respect each others differences.
    Having someone who can play the devil's advocate can help you see another side to an issue and may save you from making a mistake.  In Chinese philosophy, Yin is passive, while Yang is active, constantly looking for interaction with Yin.  Where Yin is cool and collected, Yang is white hot and ready for action.  Between the two, in the proper measure, lies the right path and peace.
    Without acceptance and appreciation for the results their differences can achieve, opposites can spend a lot of time butting heads and clashing.  If they can agree on their goals and focus their energies, they can reach great heights.  It takes maturity to make Yin and Yang work.  It also takes vision and patience.  The benefits outweigh the difficulties.  Opposites attract. Or as Jerry and Elaine would say, "Yadda, Yadda, Yadda."

X-Rated

     First, for anyone who typed "X-rated" into Google, go back to Google and keep looking.  I'm sorry if I disappointed you.  Now, if you're a regular reader of this blog, I doubt many of you sit around wondering what I'll come up with next, but I bet one or two of you did want to see what I'd come up with for the letter X in this alphabet series.  I actually got my dictionary out and there are not many X words, but here goes.
    You definitely want staff members that are Xenophiles, because if they are they'll be friendly and accepting toward foreigners.  Since we live in a global community you can't afford to have bigoted staff members.  Even if they never show it to the patients, the Xenophiles on your team will be offended, maybe enough to leave the practice.  I once worked with some bigoted people and it was eXtremely hard to deal with. 
    It is also important for them to be Xenial.  In ancient Greece this translated to being hospitable.  Xenial Xenophiles will make your practice welcoming to patients of all races, religions and lands of origin.  That's a good thing.
    Of course you don't want your team members to be afflicted with Xerostomia so that their breath is always eXceptionally pleasant, and you do want them to be able to discuss products containing Xylitol that are available to treat this condition with your patients.  This way when your patients are telling their friends all about their great dentist, their friends aren't wondering why he doesn't do something about that halitosis. 
    Clinically you want them to be proficient at taking X-rays and passing you the Xylocaine.  Hopefully the administrative staff makes proper use of the Xerox machine and are not amusing themselves by photocopying their faces or other body parts on it.  It is also important that everyone knows all about the Xiphoid process so that they don't hurt you or someone else if the Heimlich maneuver is ever called for.
    If your staff possesses all these qualities, and the ones mentioned previously in all the other posts on the alphabet series, your office will be a regular Xanadu.  That's an eXciting thought.  I can't get too comfortable yet though, there's still Y and Z.   I notice that they saved the hard letter for the end.  That's ok, I don't mind an eXtra challenge. 

Wisdom

   Wisdom, ah, that elusive trait.  We all admire those who have and we all want some for ourselves.  Wise people seem to exist on another plane.  Wisdom is defined as the trait of utilizing knowledge and experience with common sense and insight.  So, you see, just amassing knowledge and experience is not enough.  If you don't apply it with common sense and insight, it's like learning how to hit home runs, but never getting up to bat in a game. 
    Wise people know they're wise.  Think of the Dali Lama.  He knows he's wise and he enjoys dispensing his wisdom immensely.  He likes to see the dawning of awareness on the face of his listeners.  Think of a wise teacher in high school explaining a difficult math equation.  When the light dawns in the minds of his students, he steps back and a slow smile spreads over his face.  That's because he has just imparted something that he possesses to someone who wants it.  How satisfying.
    Wise employees know when to speak up and when to remain silent.  They know when to take a chance and when to be cautious.  They understand that each patient is an individual and they can figure out how to speak to them in a way that reaches them.  They can see solutions to problems and answers to even the most confounding dilemmas.  They are the people who become the dentist's right hand and the staff's "go to" person. 
    If there is one thing I want more of, it is wisdom.  It's not money.  Money without wisdom will scatter to the wind.  It's not respect in itself.  Respect accompanies wisdom and to be respected for being wise is a true compliment.  I want more wisdom because I want to be better at what I do.  I want to cause as little harm as possible and to have the wisdom to change the experiences of the people I work with and the patients I care about for the better.  I want to come home and use that wisdom to be an understanding wife, and insightful mother and a dependable friend.  I know the value of wisdom because the people I admire most are wise. 
    Do you value wisdom and guide your employees to wise choices and thought patterns?  I believe that wisdom can be striven for, attained and increased by frequent use.  The next time you see an employee demonstrating wisdom, remark on it.  It's wise to encourage wisdom in your employees.

"Wisdom is the right use of knowledge. To know is not to be wise. Many men know a great deal, and are all the greater fools for it. There is no fool so great a fool as a knowing fool. But to know how to use knowledge is to have wisdom."

Charles Haddon Spurgeo

   

Vision

"We lift ourselves by our thought, we climb upon our vision of ourselves. If you want to enlarge your life, you must first enlarge your thought of it and of yourself. Hold the ideal of yourself as you long to be, always, everywhere - your ideal of what you long to attain - the ideal of health, efficiency, success."

Orison Swett Marden

   

Do you surround yourself with visionaries?  People with vision can look down life's pathway and imagine themselves on the road to success.  They don't dwell on yesterday's disappointments and problems.  They take what they learned from them and apply it to similar situations as they arise.  They look at the people around them and ask, "Where do we want to go from here, and what is the best way to get there?"
    Visionaries give input, they have opinions, but they are also open to advice.  They realize that their destination is off in the future, all they really have now is the journey and they enjoy and live in each step along the way.  They don't work from their insecurities and weaknesses, but from their confidence in their strengths.
    Visionaries don't have time or tolerance for idle gossip and supposition.  When something of that nature is brought to them, they brush it aside and don't let their thoughts engage in trivial wonderings.  Visionaries know there is work to do and they are eager to begin each day.  They get things accomplished and prepare for the next challenge.  Visionaries know that they can learn from others.  They don't feel that it's weak to ask for help, they understand that there is much to learn.  Vision is not a solitary thing, it is something that increases in stamina when it is shared with others.
    Do you surround yourself with visionaries?  What are you waiting for?

"If I have seen further it is by standing on the shoulders of giants."

Isaac Newton

Unflappable

    Now there's a good word for you.  There are a lot of spontaneous things that happen in a dental office every day.  My boss often remarks that it's rare to work the exact schedule that we started the day with.  Something always changes, a patient cancels or an emergency patient is worked in.  An assistant that can take changes in stride is a treasure.
    There are a lot of different personality types that make their way through our offices every day, too.  Some are fun, some are quiet and some are grouchy.  The staff member has to gauge the patients mood and respond in a way that will fit that mood.  When patients do something unusual an unflappable staff member can keep her cool.
    There have been times when we are trying to place a composite and the patient is bleeding or just a major manufacturer of saliva and we may decide to switch to amalgam.  An assistant that can do that efficiently, without anguish is a bonus.  A hygienist that can just accept that the dentist is running late and figure out a way to deal with getting behind with her patients because of it, is appreciated.  A front desk who sees the schedule fall apart in front of her eyes, yet figures out a way to fill it back up without freaking out is worth her weight in gold. 
    An unflappable dentist will benefit in the response from his patients and staff.  Everyone wants to work for a nice, stable dentist.  If someone makes a mistake he may correct them, but he won't humiliate them.  He is able to step away and react rationally.  So remember, when things get crazy, be unflappable.

Passing The Buck On Kids?

    I'm interrupting my alphabet thing to tell you about something that really bothered me today.  My boss does a great thing for kids.  He takes children from one of the local elementary schools and cares for them at no fee.  They get the same treatment as anyone else.  Prophies, x-rays, restorations, you name it.  The problem is we are also doing extractions of permanent teeth and root canals on 10 year olds.  It's heartbreaking.
    Today we devoted the entire morning to eight of these kids.  Every panorex told a similar story of neglect and pain.  One little 10 year old had two bombed out molars.  My boss asked her if her teeth ever hurt so much that she couldn't sleep.  She said they did.  Not too long ago we saw a little 6 year old whose teeth were so decayed we had to refer her to a pedodontist.  He was forced to extract most of them.  When I talked to the resource person who brought them she said that these kid's health wasn't a priority with their parents.  She said the parents were more than happy to let the school do anything they would for the kids, as long as the parents didn't have to do anything.  So, who's responsibility is it now?
    It frustrates me that we are willing to help, but by the time we get them they are in terrible shape.  The school nurse happened to stop in and I told her we needed to do something different.  Our county health department is focused on prevention but the public health hygienist screens the kids in kindergarten and fifth grade.  A lot can happen in the intervening years.  Even when she diagnoses decay, the only thing that happens is a note gets sent home to the parents.  We've already established that these parents aren't too concerned with their kids health so we might as well ball up the note a toss it in the trash. 
    After talking to the school nurse we decided that I would come into the school and try to educate the kids about home care and nutrition.  I will also come to the PTO meetings, but I may be preaching to the choir there.  Most of the parents of these kids probably don't go to PTO meetings.  I'm frustrated and upset that kids in this country can't sleep at night because their teeth hurt.  I hate that a 6 year old can't really eat solid food because she hardly has any teeth.  So what's the answer?  I'm proud of my boss for what he's doing, but I'm afraid that it's a drop in the bucket.  What works in your community?  Whose problem is it?  If you have any answers, I'm all ears.

Can I Trust You?

    Never underestimate the value of trust.  If you have it from your employer it is empowering.  If you can trust your employee, it is liberating.  A lack of trust is all-consuming and exhausting.  If you can't trust your employee, you have to be constantly vigilant.  If your boss doesn't trust you, you will spend most of your day either trying to prove that he can, or wondering what he is thinking. 
    I'll tell you what I've always told my kids.  Trust is a gift that I extend to you freely.  It's yours to keep or to throw away.  Once you've proven to me that I can allow you to keep it, life will be pleasant.  On the other hand, if you abuse my trust, it will take a lot to earn it back.  You'll miss it if you lose it.
    There are many reasons to desire a trustworthy employee.  Your practice is built on your reputation.  Your employees affect your reputation.  If employees are not trusted by your patients, you won't be either.  Keeping trust requires vigilance and good decision making.  For instance, if an assistant is cementing a temp and it cracks she has to make a decision.  The right decision is to start over and repair the temporary or make a new one.  Since Murphy's Law usually comes into play in these situations, the assistant is probably running behind and she may be tempted to make believe she didn't hear the crack or see the cement oozing out of it.  This is where the trust comes in.  A dentist must be able to trust her to do the right thing. 
    Employees must be able to trust their co-workers and their boss.  That comes when they believe that everyone is in it for the team and not just for themselves.  Trustworthy people are reliable.  You can trust them to do what they say they'll do.  Trust is so easy to get and can be so difficult to keep.  Once you have it it's a wonderful gift for both the giver and the receiver.

"Trust men and they will be true to you; treat them greatly, and they will show themselves great."

Ralph Waldo Emerson

Steady There

    I just know you thought my S word would be sensitivity, didn't you?  Sensitivity is important but if you've got a lot of the other traits I've mentioned, you're probably sensitive to others, too.  No, my S word is that old-fashioned word, steadfastness.  It even sounds strong, doesn't it?  Steadfast people are able to commit to a purpose.  If you want to have the practice of your dreams, you've got to have a defined purpose, share it with others, and have steadfast people to help you.  They don't shirk responsibility and they don't run when things get tough.  They're tenacious and they're motivated to go the distance.

    Steadfast people are calmer because they are in it for the long haul.  They don't need everything to happen immediately, they look forward.  With their minds free from turmoil, they can relax and think clearly and sanely.  Their calmness lends serenity to even the most stressful situations.

"Nothing contributes so much to tranquilizing the mind as a steady purpose - a point on which the soul may fix its intellectual eye."

Mary Wollstonecraft Shelley

   

Steadfast people are loyal and committed to something greater than themselves.  You can count on them and believe that when they say they will do something, it will get done.  Their word is their bond.  They don't waste time worrying about things that may never happen and they don't concern themselves with gossip and nonsense. 
    Are the people on your team as steady as a rock?  Are you? 

R-E-S-P-E-C-T

   As Aretha said, "Find out what it means to me."  What does respect mean to you in a team member?  It means that the person has the ability to hold someone or something in esteem or honor.  Why is that important?  Respect is the difference between just existing and existing with dignity and allowing others to, as well.  When we regard another with respect, we say that we see them as they are and we not only accept them, we celebrate their individuality. 
    Respectful treatment allows others to be comfortable around you, they know that you won't surprise them with any cheap shots.  Accepting people as they are and respecting them makes them want to come back to your office and encourages loyalty.  When people feel respected they feel like they have something to offer and that they are useful to others.  What better way to encourage teamwork than with respect.  Fill your team with people who understand this and watch what happens.
    Respect for differences creates love.  We can't truly care for another if we can't embrace the parts we don't understand.  Respecting the diversity in the people we encounter is intellectually stimulating.  It forces you to think in different ways.  It not only encourages others, it allows you to grow in different ways as well.
    Respect for what we do and don't know is important.  We respect what we do know when we recognize that the knowledge came from something or someone outside ourselves.  Gratitude is a form of respect and when we are grateful to others for teaching us and thankful for opportunities to learn, we continue to improve.  Respect for what we don't know can save us from hurting ourselves or our patients.  It makes us look to others for help and increases teamwork.  None of us exists in a vacuum.  Respect for that makes us humble.
    So, what does respect mean to me?  It means that when I dance badly to Rocky Top at my daughter's wedding, she'll love me anyway and my husband will hang in there and dance with me.  It means that if someone criticizes or mocks me for it, I can laugh, because I respect myself enough to accept my imperfections and I respect them enough to forgive their intolerance.  Respect means that if I don't know how to do something I can go to my boss and ask for help, knowing that he will not think less of me, but will appreciate the fact that I want to learn how to do it.  Respect allows us to see the potential and beauty in everything and everyone around us.

    "I want to help you to grow as beautiful as God meant you to be when He thought of you first."
                                                    ~George MacDonald~

Quiet Works

   Why would I say a quiet employee is a good employee?  Because I'm not talking about a silent Sara, I'm talking about an employee who makes no disturbance or trouble.  One who is peaceable and causes no turbulence.  Think about the wake behind a boat.  If the boat is being driven well, the wake will be straight.  If the boat is being driven erratically, the wake will reflect that, too.
    When we work quietly and peacefully, we leave a good wake behind us.  Our co-workers benefit from our peaceful approach and our patients thrive as well.  When a team member works in quietude, more gets done and it gets done better.  The team member is better able to get into the zone and focus.  She is thinking about the task at hand and not about gossip, problems or arguments. 
    A lot of dentists seem to enjoy working quietly.  There is enough noise to begin with between the whine of the handpiece and the drone of the suction.  We work in a small space and there is a lot to think about that is directly related to caring for the patient in the chair at the moment.  A chatty, stressed assistant would be a distraction once the treatment begins.  A conflicted, stressed hygienist would have a hard time disguising that turbulence and the patient would sense her feelings.  A receptionist who is unfocused and interrupted by disturbing emotions will have a difficult time keeping it all together.  You, working with three scattered team members would pull your hair out.
    Next time you get together with your staff, ask them if they find themselves distracted or if they are able to work peaceably.  Talk about ways to make their day more serene.  I'm not suggesting you take a vow of silence or outlaw fun and laughter.  I'm suggesting you cut out stress wherever you can and focus on ways to improve your wake.  The ride will be much more enjoyable for everyone.

Persistence

"Nothing in the world can take the place of Persistence. Talent will not; nothing is more common than unsuccessful men with talent. Genius will not; unrewarded genius is almost a proverb. Education will not; the world is full of educated derelicts. Persistence and determination alone are omnipotent. The slogan 'Press On' has solved and always will solve the problems of the human race."

Calvin Coolidge

   

    Don't you just love finding an employee that just won't quit?  If there's a rock in the middle of the road, she'll climb over it, go around it or put her back up against it and push it out of her way.  Nothing daunts her or discourages her.  Obstacles and glitches are just challenges that make the task a little more interesting. They realize that if they keep trying, they'll discover the way to success.

"Many of life's failures are people who did not realize how close they were to success when they gave up."

Thomas A. Edison

   

    Persistence often means the difference between good enough and great.  It may even mean the difference between success and utter failure.  A persistent employee is curious, and that leads to greater learning.  She has an innate desire to improve.  She stays with a task until she gets it just the way she wants it.  She's results oriented.   Persistence is a drive that comes from within.  I think if you light a fire in someone, you can teach them to value and develop persistence.

    There are times when persistent employees can get annoying.  The term "Give it a break, already" comes to mind.  Persistence does have to be tempered at times.  There have been times in my own life when I've realized that there is a time for persistence and a time for patience.  It can become the difference between being a success and being a stone in someone's shoe.  If you have a persistent employee, give guidance when needed and encouragement whenever you can.

Tomorrow's letter is Q.  What will I ever come up with?

O The Places You'll Go!

       Ahh, the wonders of an open mind.  It brings to mind the title of a Dr. Seuss  book, Oh The Places You'll Go. An open mind opens up the world for you.  Having open minded employees makes all things more possible.  An open mind is ready to learn. 
    Openness is ready to receive.  Staff members with open minds allow for the idea that there is more to learn.  They eagerly anticipate the improvement that comes with every new day.  They look for the lesson to be learned from dealing with difficulties rather than bemoaning the problems.

     Openness is ready and willing to serve.  These team members don't worry about whose job it is or what's in it for them.  The only thing they ask is what can I do to help?  How can I improve what we do.  How can I give back to the practice?

    Openness allows for differences.  Team members who can accept differences in personalities and ideas get along better.  They celebrate change.  To them it's Viva Le Differance.  (I don't know French, I just guessed).  The interest lies in the discovery of every new thing or person.

    Openness lets fun in.  Let's face it, if we were all the same, it would get pretty boring.  The more open your staff is, the more people feel comfortable being themselves and letting their hair down once in a while.  Open minds are accepting minds.  They don't judge, they make room for something new.

    When you think about the ever-changing procedures, materials and patients in a dental office, it makes sense to look for the trait of open-mindedness in your staff.  Have you opened your mind lately?

Have a Nice Weekend

Four Letter Word

    And the word is nice.  I was wracking my brain for an n word that describes a good trait in an employee.  I kept coming up with nice.  No, that's too boring, too simple.  I need something with pizazz, but all I came up with is nice.  Then I started thinking, what's wrong with simple?  Who wants exciting all the time.  Nice is ok.  Nice is, well, it's nice.
    The thing about niceness is this, it's easy.  Nice employees are pleasant and relaxing to be around.  Genuine niceness is soothing and you can feel the honesty in it.  It's like a magnet, a nice employee draws people back to your practice.  Our staff is really nice.  They don't put on airs and they never show-off.  That cuts out some major headaches right off the bat.  No one personality outshines the others.  Everyone values everyone else for who they are.  We once has a team member who needed to be the center of attention.  She had a habit of walking around the office wearing her mirrored sunglasses.  She liked to announce, "My future's so bright I have to wear shades."  Well, all that brightness burned her right out of our lives.  We couldn't give her the attention she desired and she just didn't settle into the group.  She was exhausting, it was always something to keep her in the spotlight.  While the sunglasses bit was fairly harmless, her bids for attention became more offensive until the situation became unworkable.
    Nice people don't have to make a show of themselves, everyone wants to be around them.  They feel good enough about who they are to just be.  They see the value in others and enjoy their company.  They are calm and gentle with your patients.  They're just plain nice.

Mindfulness

    A mindful employee will exhibit the trait of staying aware of, and paying close attention to, their responsibilities.  They also look at things as they really are, not as they think they should be, and respond accordingly, with true understanding.  It is an intentional way of thinking and is always non-judgemental.

     Employees who practice mindful thinking stay in the moment.  They have a better understanding of the reality of what is happening around them.  They don't have to figure everything out and they don't obsess about what they don't understand.  They are able to let others be without having to understand every reason and every motive.

 "There’s also mindfulness of mind. Until we deliberately listen for it, we usually pay little attention to the fact that there’s the constant chatter of a monologue — often idiotic — running in our minds. When we really lose ourselves, we can even work it up to a dialogue.

 

Our minds jabber to themselves much of the time…"
  — Buddhism Plain and Simple by Steve Hagen. p.102

    Mindful employees are able to quiet troubling thoughts and replace them with productive ones.  They avoid conflict and are able to direct their minds to worthwhile pursuits.  They are able to exist in the present and be fully involved in what they're doing without the interference of distracting thoughts and worries.

    Mindfulness allows employees to get in the zone. That brings pleasure in the work and excellence in the results.  They are flexible and can adapt to changes easily.  Mindfulness requires discipline and practice.  The results of working and living in a state of mindfulness are peace, contentment and good relationships.  Sounds pretty good doesn't.  It's one of those things that make you go Ommm.

Love, Love, Love

   Love is all you need?  Probably not, but if you don't start with love you might as well forget it.  You'll never be happy without it.  Love as a noun is a feeling of affection, the way you think.  It leads your actions and takes to in a direction that you want to go.

    Love as a verb affects the way you live and the way you do everything.  It is the thing that draws people to you.  Love is powerful.  It determines the outcome of everything that you do.  Even when things don't turn out the way you wanted them to, the saving grace of having done it with love is always there to comfort you.

    I have seen people who don't operate from a place of love.  They are unhappy.  They are usually surly and they say ugly things.  The reaction they get is far from love and that just reinforces the unpleasant way they behave.  Imagine that you found it in your loving heart to treat them with kindness and respect.  What could that do?  You see, they need love from you more than anyone.  They are your success stories, just waiting to happen. 

    Think of your most unpleasant patient.  Now picture your whole staff bombarding him with kindness, compassion and love.  What do you think would happen?  I'll tell you, I've seen it happen more than once so I'll give you two opposite reactions.  In one, the patient looked surprised, what was going on here, had we all lost our minds?  When he saw we were going to keep up the insanity, he softened. A little.  The next time he came in, he was a little sweeter, still gruff, but not horrible.  Now he's our lovable curmudgeon.  You see, in extending so much love to him, we gave ourselves the opportunity to learn more about him.  He has some heartache and disappointment in his life.  On the other hand, being bombarded with love can make a person who's not ready to receive it simply leave.  In that case you can only wish him well and hope that someday when he's ready, there will be a kind person, with plenty of love to give, close at hand.

    It all really comes down to choices, just like I always say.  Will you choose to approach your day and everyone in it with love?  Start with the people you work with and let the ripple effect do the rest.  Did you ever think life in a dental practice could be this good?  Have you made any changes since I began this alphabet series that have made life in your practice better?  Let us know, drop us a comment.

    "Life's greatest happiness is to be convinced we are loved."

                                                               ~Victor Hugo~

Kindness

"This is my simple religion. There is no need for temples; no need for complicated philosophy. Our own brain, our own heart is our temple; the philosophy is kindness."

Dalai Lama

 

Imagine that.  What if you made the philosophy of how to treat patients and how to treat each other come down to one word?  Kindness.  The thing is, it's a bonus word or philosophy.  You can't have kindness without having all the other things that come with it. Kindness brings all this with it:

    Compassion, affection, altruism, amiability, benevolence, charity, consideration, cordiality, courtesy, decency, delicacy, fellowship, forbearance, generosity, gentleness, good intention, good will, grace, graciousness, heart, helpfulness, hospitality, humanity, indulgence, magnanimity, patience, philanthropy, serviceability, solicitousness, sweetness, sympathy, tact, tenderness, thoughtfulness, tolerance, understanding, unselfishness.

    Ok, I'll admit it, I used the Thesaurus, but it's a good group of words to describe a team, isn't it?  You know what, I just took each word and asked myself if I could apply it to everyone on our team and I'm happy to tell you, I can.  Some are stronger in some areas than others, some need to work on their tact, others on their thoughtfulness, but they all have some of everything in them. 

    My boss leads the way.  I once heard a staff member say "I have to give everyone a chance because he looks at me through such kind eyes, so I have to try to do the same."  So you see, it's not wasted.  People really do get it when you treat them kindly and fairly.  Dr. Price has the ability to look at everyone, no matter what their station in life, and break it down to one thing.  He sees before him a human being who needs to be cared for and cared about.  It's a powerful example for us and I think the key to why I am able to say, "Yes, I see all of the above mentioned traits in our staff."  You can't work with someone like him and not be affected in a positive way.  I truly believe that working in his practice and seeing his example has changed the way I look at others and interpret them.  It has been a change for the better that increased kindness in me.

    So, will you be an example and mentor to your staff?  It doesn't have to be the dentist, if you are a staff member and are reading this, make it your mission to be a model of kindness.  Do it and watch your world change for the better.

  "When you carry out acts of kindness you get a wonderful feeling inside. It is as though something inside your body responds and says, yes, this is how I ought to feel."

                                                        ~Harold Kushner~