Exceptional Dental Practice Management

Joy Rising

How cool is that? I can't watch this video without smiling and wishing I had been there. I'm probably the world's worst, yet most persistent dancer. I would have loved it. I was watching Oprah (love her or hate her, she's pretty impressive) and some of the people who danced in the video were talking about how great it felt. These were all amateurs who were strangers to each other. One person said it was like joy rising. Another talked about how amazing and unifying it was. They were talking about how fantastic it felt for so many people to work together like that, at one point each person had their hand on another person's back, and how much fun it was. They said it was shared joy for the Black Eyed Peas and the crowd. It was something neither group could have done without the other. Now, if a huge crowd can make something that takes so much cooperation happen, and have a great time doing it, it should be easy for us to create synergy and shared enthusiasm in our practices. Believe me, when a dental team works happily together, the patients feel it, and love it. Our staff went out to dinner together the other night after attending an OSHA meeting and had a wonderful time. Our waitress commented on what a happy group we were. That's joy rising. It came right off of us and floated onto her. She felt it and appreciated it. It happens in our office, too. Our patients comment on it all the time. My son worked with us this summer and I asked him what he thought the feeling in the office was. He said, "Happiness. Everyone always seems to enjoy what they're doing, they like each other, and you can always hear someone laughing." That's joy rising and floating up and down the hall and in and out of the rooms. You may be thinking I'm exaggerating or that it's a fluke, nobody's that happy all the time, right? So, what's our secret? It's simple, anyone can do it. We decided to make it happen. we made a conscious decision to make the atmosphere in the office happy. We decided to like each other despite the things we may not like 'about' each other. It's a minute to minute choice that we make daily. Oh, sometimes we get off track, but then we want the joy to rise again. Joy rising. It's addictive. Is joy rising in your office?

Hygiene Anxiety

   It seems like the economy is really starting to have an impact on hygienists in some practices.  More and more resumes come in for hygienists and I see more posts on DentalTown by hygienists looking for work.  It seems that patients are looking to cut expenses wherever they can, and sometimes they see their hygiene visit as a luxury along the lines of having their nails or hair done.  We can do something about that.  Dentists also sometimes look at the hygiene department as their loss leader and feel that they can cut their hygienist's hours and do some prophy's themselves and save money.  We can do something about that as well.  There are probably other reasons for hygiene anxiety, but let's concentrate on those two because I think they're the main problems.

    Ok, so your patients are looking at their hygiene visit in the same category as their more optional grooming appointments.  That may be a sign that you need to educate your patients more about the importance of regular hygiene visits.  If you can make them understand that oral health is directly related to overall health and well-being, you will take yourself out of the manicure, waxing, hair coloring loop, and put yourself back into the necessity category.  I think it's great for hygienists to develop a good rapport with their patients, but you have to remember to guide the appointment and include patient education in the conversation.  If you go through the entire hour and the patient has learned nothing more than your dog's name and the adorable thing your six year old said, they may think you're just wonderful, but not necessarily the vital part of their health care team that you truly are. 
    Make every visit a co-discovery of their oral health.  Talk as you examine their soft tissues so that they know what you're doing.  Discuss your probing results and when you do find deeper pockets, describe the reason it's important to disrupt the bacteria that is colonizing under their gums.  Help them understand so that they can help themselves.  Treat each tooth as an individual and discuss it's health or disease with the patient.  Talk about the overall condition of the tooth - does it have a large fracture line, an old amalgam with breaking down margins, etc.?  Let them know that acting preventively can help avoid more costly treatment that postponing or ignoring the problem could cause them to need.  When you're done, sit them up and review your findings before the doctor comes in.  Then go and brief him/her on what you discussed with the patient.  Your patient and your doctor will see you in a new light.    When a dentist thinks that he can save money by cutting hygiene hours, I often wonder if he is seeing the whole picture.  When anyone sees hygienists as loss leaders, I know they are only looking at part of the equation.  It tells me that they are saying, "My hygienist charge for the appt is $75 and she gets an hour to do her work.  I pay her $xx per hour.  I have to pay for her supplies, the front desk person to schedule her appointment, the room..., hey, I'm barely breaking even on her!"  And then they stop thinking.  If they continued to think realistically, and they have a hygienist that does what I've described above, they'd realize that a hygienist who educates her patients plays a big part in treatment acceptance and that keeps both the patient and the practice healthy.  A dentist doing his own prophies should be a last gasp effort. 

    "But my hygienist is sitting around with hours of open time on her schedule!", you might say.  First, you have to see if you really have hired her for more hours than you need.  Multiply the number of patients in the practice times two and that's how many hours of hygiene time you need to have available.  For instance, a practice with 2,000 patients will usually see those patients twice a year for recall, so they will need to have 4,000 hours of hygiene appointments available for the year.  If that all adds up, then maybe patients are falling through the cracks.  This is what the hygienist should be working on during her open appointment time.  Don't call it downtime because it sounds like time when she is shutting down.  This is time that can be as vital to the health of the patients and practice because she can get on the phone and get patients motivated to come in and continue their good oral health regimine.   

Many people think that hygiene is boring because they just do the same thing patient after patient, day after day.  Not so, if the hygienist is truly up to date with current practice modes.  The hygienist should be classifying patients by periodontal type from health to severe periodontitis.  If she isn't, your patients might not get the treatment they need and your practice could be falling short in that part of patient care.  Patients don't like to hear that they have periodontal disease, but let's face it, many of them do.  By educating them about their condition and helping them accept the fact that their disease literally lives in their mouth, the hygienist can help them attack the problem and, if not completely conquer it, at least improve and control it.  So many patients come in with problems that 1. they don't know they have, 2. they don't realize there's help for, and 3. they don't understand the consequences of.  Let's take a patient with xerostomia (dry mouth).  A dry mouth can wreak havoc with oral health.  Bad breath aside, it can cause food to stick to both hard and soft tissues leading to periodontal disease and rampant decay.  How often do we really have time to invest in discussing the causes, effects and treatments for xerostomia in the course of a routine hygiene visit?  Set up a protocol for a xerostomia visit and give the patient 30 minutes of the hygienists time to go over products and treatments that can help.  This patient may even benefit from a three month mini recall visit during which the hygienist can evaluate home care, plaque score, give a fluoride treatment and polish.  Keep the fee reasonable and keep in mind the preventive value and benefit of this appointment. Look at how you are using your hygienist's skill and knowledge and you may find that you are underutilizing talents that have been right there all along.  Hygienists, take a part in finding ways to put your talents to use for the good of the patients and practice.

    These are just a few thoughts about reducing hygiene anxiety.  Hygienists can look at what they can offer in a new way and help themselves while they help their patients and practices.  Hard times don't always mean we have to fall apart.  We are always so much stronger when we pull together and use adversity to gain strength.  Look for ways to build up, rather than ways to shut down and you may get what you're looking for.

Let's Get Engaged

    How many times have you wondered why your team or employees just don't seem as excited about work as you do?  Yeesh, even reading that sentence makes me realize I may be a bit of a dork.  I really do get excited about what I do.  Most people seem to be resigned to work as a rat race, though.  A lot of times we think that if we can just hire someone with the "right work ethic", the right character traits, or even (sure, blame it on the mother), the right upbringing, we'll have the committed, selfless, engaged star that we're looking for.  And we'll all live happily ever after. 

    So, enough fairy tales, engagement takes effort.  The effort initially must come from the leader, be it a manager, owner, or both.  We have to get people interested, excited and motivated.  We have to show them the value in the work we are asking them to do, the value in presenting themselves the way we want them to, and the value in serving our patients the way we are asking them to.   We hire people because we feel they have what we are looking for in a certain position.  Often, when we are interviewing people we notice their appearance first.  We notice that they took care in dressing for the interview, or that they appear messy or unkempt.  Realize, that in our mind we have a tally sheet with a plus column and a minus column and we've just put a check mark on one side or the other.  The next thing is the expression on their face.  Are they pleasant and approachable, or are they unfriendly looking?  Check.  As we go through the interview the check marks keep adding up and we make our decision based on that.  But, have we really been able to get to the heart of things?  Have we found out what makes them feel passionate about their work?  What engages them?  Probably not, because most people are saying what they think you want to hear so that you will hire them.  You usually don't get into the reality of how they will work until you're actually there working with them.    Ok, so I said I get excited about what I do.  That's true, but then again, not always.  I don't love everything I do, but I love a lot of it.  I hate cleaning the plaster trap, but I do it once every six months and only start remembering how much I hate it when I realize it's time to do it again.  I hate when someone forgets to put an appointment on the schedule and a patient shows up with their appointment card that says they're supposed to be there.  That's not fun at all, but it's an important time for me to be able to engage and use whatever strengths I possess to make that situation turn out positively.  Now, that's what I love.  I consider it a save.  So, I have to deal with something I hate, to do something I love. 

    How about our team members?  Can we see that happening for them, too.  I'm sure our hygienist doesn't love plowing through a lot of tartar, plaque, and still identifiable food in some cases, to clean a patient's teeth.  She may feel some satisfaciton in educating the patient on oral hygiene techniques and home care (at least the first time or two), but I bet she gets her passion from seeing that patient come in six months later with a cleaner mouth.  Hearing the patient say that they took her concern to heart and are happy they did because they feel so much better would make her see the value in her effort and feel passionate about her work.  So, how do we keep that end in mind when she is feeling discouraged or unmotivated because she seems to be cleaning the same junk off everyone's teeth over and over again?  Engage her in tracking her and her patient's progress.  Set up measurable criteria for her to look for in her patient's home care progress, in what treatment she is able to educate them about and help them accept, and in the value she adds to the practice as a whole when patients are understanding how the health of their teeth affects their overall health.  Keep reminding her of the patients who have benefitted from her care.  In other words, engage her in the practice completely, not just as a part of the hygiene department.

    It's the same for other team members.  Find out what they really love about their job and help them see how the parts they don't love may be a necessary evil to deal with so that they can get to the good stuff.  In other words, engage with your team so that you know what gets them excited.  Find out what would make them feel like you do about your job.  Let them know that you are just as interested in what they don't like as in what they do like.  Make it safe to say, "I hate this part of my job."  You may find that they don't really need to be the person doing that part of the job.  Someone else may just love the challenge.  Remember how I said I like to fix the situation with the patient whose appointment was placed on the schedule?  The rest of the staff turns to me with an endearing look of hope and expectation on their faces when this happens (which, thankfully, is rarely), and I feel like a hero.  Now, come on, who wouldn't love that feeling?  What they are really feeling is trust in me, and knowing that they and my boss trust me to make things go right makes me really passionate about what I do.  For me,that trust from them and our patients is one of the things that keeps me engaged and excited about what I do. 

    Think about sitting down with one of your team members this week and finding out what she loves, what she doesn't like so much and what she thinks she can bring to the practice that she's not getting a chance to use much right now.  You might just find that you have a lot more in that employee than you realized and you will have a new level of engagement with that staff member between she and you and she and the practice. Next week do it with another staff member and keep doing it until you've talked to everyone.  Then keep doing it every now and then.  So, what are you waiting for, doesn't everyone want to get engaged?

Waiting For Perfect

   

Do you have an ideal in your mind of what you want your team and your practice to be?  That's fine, it's great to have goals to work toward and a vision to aspire to.  But, are you waiting for things to be perfect before you can be happy and content?  I hope not.
    Most of the time, people and situations will fall short of our idea of what would be perfect.  We disappoint and we get disappointed.  I remember going to Florida on vacation with my parents when I was 14.  I had a vision of sandy, two lane roads lined with palm trees and a view of the beach out of every window.  I think I really expected the I-95 scenery to transform into exactly that as we crossed the line from Georgia into Florida.  Hey, what's a kid from New Jersey supposed to think?  Well, it wasn't like that at all.  It was a continuation of the same highway we'd driven for the past two days.  Disappointed?  You bet.  But, somewhere along the way I accepted Florida for what it was, which was actually pretty good, and really enjoyed the vacation. 
    Why do we sometimes have a hard time doing that with the people in our lives. Now, if you are in a really dysfunctional situation, of course you should actively be working to fix it.  I'm talking about practices that are staffed with people who really have good intentions and a desire to do well. I work with a wonderful group of people, but I have to admit, there are days when I focus more on what I wish they'd be and do, rather than appreciate what they are and what they give.  A sure recipe for frustration and a bad disposition.  Luckily, after a disgruntled few hours, I always see the goodness that was always there.  I work with imperfect people who are perfectly kind, generous and sincere.  Just like me.
    I think the thing that grounds me and me back to reality is considering the many ways that I likely disappoint others.  How would I want them to respond to me?  Uh huh, lends a little clarity to the big picture, doesn't it?
    The point is this:  it's great to keep moving forward and getting better and encouraging others to grow as well.  At some point, however, we have to learn to be content with what is. If we can not rest in our reality, pleased with what we have and satisfied with who we're with, we will not only be endlessly waiting for perfect, we will forever be waiting for contentment and happiness.  And time is slipping by.

Are You Riding In the Backseat?

Or do you take the wheel once in a while?  In many dental practices you'll find the doctor and one other employee seem to come up with all the ideas.  The rest of the staff are willing to go along, but rarely come up with an idea of their own.  It makes me think of a family going on a long car ride to reach a vacation destination.  Everyone is excited to go and more than willing to take the ride, but the parents have done all the planning and research for the vacation.  They've made the reservations and decided how to spend each day.  Everyone will enjoy the vacation but the parents do all the driving. 

Well, you may think, of course that's the way it will be, they're just kids.  You're right, but in a dental practice we're all adults and we can all take a turn at the wheel.  Even a well progressing, productive practice will be even better if everyone takes part in thinking of new ways to serve our patients, researches new products and techniques and looks for things we are already doing that can be done in a better or new way.

Sometimes the leaders in a practice have to examine the culture to make sure that it allows everyone to feel comfortable coming up with ideas and making suggestions.  If someone dares to express an idea and is met with dismissal of that idea, condescendence, or hostility it will be a long time, if ever, before they chance it again.  So, that means we have to reward them for coming to us with innovations, even if we don't implement them.  A reward can be as simple as praise and gratitude.  Or, you may set up a challenge that encourages staff to submit their ideas in return for a chance to win something fun. 

I'm an idea person and I realize that many of my ideas will not be implemented due to time or financial restrictions.  But, I also know that the best of my ideas will be used and often at a satisfying benefit to the practice and patients.  Let your staff know that just because their ideas aren't all used, it doesn't mean that they're not good, just not usable right now.  Remind them that the more ideas you get, the more chance that you'll get some that will really make an impact. 

Getting everyone out of the backseat now and then will make things much more exciting and will benefit the practice and the staff.  It's energizing to see something that you thought of, put into use.  Letting someone else take the wheel now and then doesn't diminish your driving, it gives you a chance to refresh yourself and let's you get farther than you would if you wore yourself out while everyone else was looking out the window.

What Makes Great Teams Great?

   

Everyone wants to have a great team, it sounds just...well, great, doesn't it?  So how do you get a great team?  I'm sure you realize that great teams don't just happen, they're built, grown, developed and worked on, day in and day out.  It's takes a lot of work, heart, dedication and commitment. 
    You have to start with a vision for your practice.  You have to know what you want your practice to be and how you want to treat your patients.  You have to be able to tell your staff what you want day to day life in the practice to be and how you want it to feel.  Then you have to find the people to help you get that.  That's where the great team comes in.
    Maybe you have a staff that you feel you can develop into a great team.  If you do, meet with them and tell them about your vision and your plan to build a great practice culture with them.  If they react enthusiastically, you're on your way.  You might be just starting out, that's ok.  You may have to kiss a few frogs along the way, but you will eventually hire the right people. 
    So, once you have your vision and the right people, you're ready to get started.  You have to commit to working with high integrity.  You have to develop trust with each other.  You have to want to help each other be your best.   Eventually, you all find you can be no other way.  Having high integrity is something you should talk about and check yourself on consistently.  Integrity makes you do things right and to do the right things.  It makes it easy to choose because integrity will pull you toward the right choice.  Integrity makes people work well together because they all want the right things for each other and the patients. 
    When one of you accomplish something, you all feel great about it.  Your patients come in and comment on how great everyone is.  They feel like they are in the right place and tell others about it.  You go home at night feeling satisfied with your day and work.  You drive to work looking forward to the day.
    Great teams adapt to whatever is thrown at them.  They are able to work together to find solutions to problems.  A bad economy makes them find ways to make things work in a different way.  They have a heart for the practice and for the patients.  Putting that together means that the patients will get what they need and the practice will continue to do well.
     Building a great team doesn't just happen, but once you make it happen you'll realize that you'll do anything to keep it great. 

Lemonade, Anyone?

     So, what will you do?  How will you respond as the economy continues to decline?  Will you react as many seem poised to do and start downsizing your staff, or will you respond with positive steps that will not only position you to be better than ever, but will also help stem the downward wave of the economy.
    I hear a lot of dentists worrying and wondering whether they should start cutting hygienist hours and doing their own prophies, cut other staff, shorten hours, etc.  Some are even closing their doors, some are working in other practices to make ends meet. 
    With patients facing the loss of their jobs and, along with it the loss of their ability to afford treatment, it is wise to find positive solutions and responses.  As much as possible have the responses developed before the problems arise.
    Here's how I see it.  Cutting hygienist hours cuts your opportunity to diagnose conditions and offer treatment.  I know, you're thinking that your hygienist is only booked at about 70% capacity, how can you justify having her in the office full time?  Well, you can look at her in a new way and see her in a new, expanded capacity.  Ask your assistant to teach her how to pour models and do other lab work, how to assist with cementing crowns and with operative procedures.  Have everyone doing chart audits and patient reactivations.
    Reconsider the payment options that you offer your patients.  It's a new world so don't think you can do what you always did.  Offer 12 month payment plans and listen to your patients not only accept treatment, but express appreciation for your kindness. 
    When things turn around and the economy recovers your patients and staff will remember how you made them feel.  In the meantime, you will be able to move through this time knowing that you are helping the economy recover by keeping people working, and helping your patients afford the treatment they need.  To top it off, you'll end up with a staff that will be better trained and more well-rounded than ever before.  Now, that's going to be some really good lemonade you'll be making with the lemons the economy may be tossing your way.

Help! I Can't Get Past The Interview!

  

  A person who had worked for us temporarily last year, recently left two increasingly anxious sounding messages on my cell phone.  She's a hygienist who graduated last May and hasn't found a permanent position yet.  She wanted me to call her back and give her some feedback on interviewing.  I cringed a little because I knew the only way I could help was to be honest with her.  I knew exactly why she wasn't getting hired. 
    I called her and she was very stressed and disheartened.  She said she'd been interviewed by three dentist's wives in different practices and never got the job.  Why?  What was she doing or not doing to cause this?  I asked her if she wanted me to be honest with her, even if it hurt.  She said she did.
    I took a breath and told her that the main problem was the way she dressed for the interview.  This lovely person has one of the best figures I've ever seen. She wears very fitted clothing with camisole tops.  It's distracting for men and women.  Women both admire and envy her and men can't take the "teenage boy" look of awe off their faces.  So, if she wants anyone to get past the fact that she's got an amazing figure, she has to dress differently.  She responded, "My boyfriend said the same thing."  Whew, it's not just me.  By the way, her response tells you that she will be able to handle critical feedback and that's a plus.
    The other issue is her air of aloofness.  That was almost harder to tell her because it really is about her as a person.  She was very open to hearing it and asked for ways to overcome that issue.  That alone tells you there is more to this person than appearance and initial impression conveys.  The problem is, very few interviewers will have the time or inclination to get to it on their own.  The onus is on the candidate to paint a picture of themself that makes the interviewer want them in their office.
    This is what I suggested to her.  First, dress for success.  My first thought was that no wife is going to be that generous to her husband and hire someone with the figure of Beyonce or Heidi Klum for him to enjoy all day.  But, that's not fair to wives.  No staff member is going to think that someone who flaunts their figure will be just who they want to work with.  It gets old, believe me.  We once had an assistant who constantly reminded us of how gorgeous (she thought) she was.  After a while, we could gag just to hear her start any sentence with the word "I".  Even a smart dentist will pass on someone who dresses inappropriately for the interview.  So, I would suggest black slacks, a white blouse or top, and a black jacket or sweater, black shoes with a modest heel.  Be conservative with jewelry and makeup and no perfume.   A lightly scented, clean
smelling lotion is ok.  The reason is this, the whole impression is clean, crisp, and not at all distracting.  It says, I'm here for the job and allows the interviewer to have a clear mind to hear what you have to say.   Anything inappropriate or distracting at all will cause the interviewer's "little voice inside her head" to drown out anything you might be saying.  It recently sounded like this inside my head during an interview, "Why the heck is she wearing that metallic green eyeliner?  Where did she even find something like that?  Is she trying to make her eyes look greener?  Are her eyes really green or are those contacts?  Why is she wearing that ruffley jacket?  Is that how she dresses for work?...  Now, I have been told that I tend to extrapolate (thank you very much Dr. Morgan), but that's where my gray matter was taking me.  Now, let's get to the talking part of the interview.
    Same green-eyed applicant:  "You are going to have a high bar to meet because I loved my former boss so much.  I don't think anyone can be as great as him."  Me:  "Well, then why are you here?  Your former office is right around the corner.  We think our boss is pretty great, too and we are not looking to hire anyone so we can meet their bar.  I'm sorry, but there's really no point in going any further."  As it turns out, I saw a former co-worker of green eyes that night and she told me, "You didn't hire her did you?  You just dodged a bullet because she was the most disruptive, trouble making person I've ever worked with.  And she had a weird attachment to our boss."  See, sometimes we have to thank these people for being so obviously unfit for the position.  But, back to what to say during the interview.  First, be warm and pleasant, but not over the top or too familiar.  I recently had an applicant come into my office, plop down in the chair and put one foot up on the seat and say, and I kid you not, "Hi girlfriend, how's it going?"  The memory of my boss's appalled face will give me years of happiness, but she basically made my decision for me right there.  He gave a thumbs down sign as he walked away and I started the process of getting her out of my office as fast as possible so I could go home and feed my dog. 
    Do some pre-interview preparation.  What are your strengths?  How will you use them to help the patients, the practice, the dentist and your co-workers?  Be ready with examples of things you've done before that will make you an asset to this practice.  What are you looking for in a work environment and what are you willing to give to make it great?  Be ready with some questions of your own.  What is the culture in this practice like?  Be prepared to comment on how that fits in with your philosophy of how you want to spend your day and career.  It the fit doesn't feel right, continue to be pleasant, but be prepared to keep looking.  You will spend half your waking hours at your job.  Be fair to yourself and the people who you'll be working with and find a place that suits you. 
    When the interview is ending, thank the interviewer for their time, tell her about your positive impressions of the practice and ask when you might hear from her.  Send a follow up letter thanking her for the interview and re-stating your positive impressions.  Follow up a few days after she told you she'd call with a polite call inquiring about the status of the hiring process.  I once got the job because I did that.  The office manager said it showed that I was truly interested.
    The person who called asking me for help will be an asset to a practice if she can just get the job.  Her aloofness comes from a little bit of shyness.  I noticed that when she greeted patients she was very warm and welcoming, but very reserved with the staff.  I asked her to try to pull that warm, welcoming side out at the interview.  When we interview we are trying to find someone who is qualified for the work, presents the image that we want for our practice, fits in easily with the staff, and treats our patients like gold.  We want someone who is going to be the person they show us at the interview.  Too often, an applicant knows all the right things to say, wows us at the interview and then a completely different persona shows up for the job.  It's a nightmare, (recently it seems like a recurring nightmare) and it strikes a death knell for the longevity of the new employee in the practice.  No one likes to be fooled or used and the staff resents anyone who comes in and threatens the culture of the practice. 
    So, I guess the bottom line is this, get your head on straight, understand the right reasons for working in a healthcare profession and figure out how to master yourself and make the behavior and attitudes that you know are desirable in an employee transfer from the interview to the actual job. If possible include a letter of reference from a former supervisor with your resume.  I was happy to write one for this hygienist.  Grow up, get real and be the person you present yourself to be.  The payoff will likely be a happy work life for you and your co-workers.
    And by the way, if you are a dentist in the Hendersonville/Asheville, NC area and need a good hygienist, let me know.  I know one who needs a job.

Step Up

Now, more than ever, the entire dental team needs to step up and take responsibility for the health of the practice.  If you've been riding on the bus and enjoying the view, BOOM!, your bus might have a flat tire or two.  At the very least, take some responsibility and check the tire pressure.

A lot of the time the staff sees the dentist as the person who is responsible for worrying about the health of the practice.  After all, it's his business, his profit, his baby, right?  Well, it's time to face reality.  If we all don't take responsibility for the health of the practices we work in, we will all be out of a job.  It's that plain and simple.

Look around you.  People are struggling and losing their jobs every day.  We all happen to be fortunate to work in an area that can survive longer than luxury or non-essential type services.  People need to be pain-free.  It's your responsibility to make them understand that preventing problems now, will prevent expensive, painful problems in the future.  You must add value to their treatment and make them feel like it was money well-spent.

There is a popular acronym right now, "WIIFM."  "What's In It For Me?"  Does that describe your thought pattern?  If it does, let me tell you what's in it for you when you work to keep the practice healthy.  You get to keep your job.  There are no other jobs out there.  That's the way it is right now.  If you don't work to keep the practice healthy, the dentist has no choice except to look at the staff and see who he can get along without.  If I were the dentist, I'd eliminate the person with the WIIFM attitude first. 

Often, practices evolve into a familial pattern with the dentist in the patriarch or matriarch role.  Sometimes there is a staff member who can and will assume the other parental role.  The staff seems to take on a dependent role.  They wait to be told what to do and even though they may be obedient, they don't bring any additional support to the family dynamic.  In other practices, there may even be an element of dysfunction and those practices will suffer the most in a poor economy.  That is because the focus will always center more around personalities and problems for the staff.  The dentist or manager will not be able to redirect their attention to the practice and the patients because they will always be more concerned with what's fair and getting what's "theirs." 

It's time to step up and help change the flat tires, or even push the bus if that's what it takes to keep forward momentum and progress.  Take a good look at the leaders of your team and think about what it is like for them right now.  Chances are they spend most of their time thinking of ways to keep the practice healthy.  Stop watching a start participating.  Even if you're not an idea person, get in there and serve your patients better than you ever have before.  Educate them about their oral health and let them know what needs to be taken care of immediately as opposed to what can wait.  During staff meetings, brainstorm, come up with ideas and solutions.  Talk about what works and what needs tweaking. 

Step up and take some ownership of "your" practice.  Ownership involves more than a signature on a document.  It can mean caring about something so much that it doesn't matter who profits if it does well. It means realizing that any loss in the practice, is your loss, as well.  It means wrapping your arms around your practice and helping it weather any storm.  It means thinking of something as yours because you realize that you are a part of it's success or failure...and it is a part of your's. 

Dentists, foster this feeling of ownership among your staff by admitting you need their help.  Let them know that without them behind you, you can't carry the whole practice.  Ask them to pull together with you and tell them you understand that the role that each of them play is a vital one.  Keep your eye on the horizon and tell them what you see.  Paint them a picture of the success you envision.  Then paint them into that picture and help them visualize a time in the future when you will sit down for a staff meeting and say, "We did it."

So, What Will You Be In 2009?

    Resolutions, Schmesolutions!  Nobody keeps them for long and then you just feel guilty for a few minutes.  You probably even realized that's how it would be when you made them.  I  prefer to look at a new year as a fresh start.  I think about my favorite memories of the previous year and try to figure out what made them happen.  That's what I'll try to do more of.  Those are the things that make me feel good when I think about them. 
    Then there are the things that make me cringe.  As I write this my husband is watching ESPN and the announcer is talking about pro golfer John Daily, and the bad reputation he has developed.  The commentator puts it down to bad life habits.  Things he keeps doing over and over that just damage his reputation and will basically ruin his career.  He may even be kicked out of pro golfing because he adds nothing to the sport but embarrassment.  Will anything make him change? The reporter thinks not.  He has potential, but he makes himself an underachiever with his disinterest in changing his bad behavior.  I think that something inside of him just won't let him take an honest look at himself, because he knows if he does, he'll have to change and that's hard work.

    So, what is inside you that you're afraid to look at?  What have you avoided admitting you notice about your staff?  Are you going to go another year wishing things were different, or are you going to begin the hard work of change?  First you have to be real with yourself about yourself and that's not easy.  I'll start.  The worst thing about me is the fact that when I'm unhappy or annoyed, it shows.  I used to put this down to being real.  As in, "I'm not able to be a phony, so when I'm mad, it shows.  I have no control over it."  Well, I'll tell you, that's just a bunch of garbage.  First of all, for some reason, I seem to be the person who sets the tone for the mood in the office.  That means the onus is on me to set a good tone so we have a good mood.  I've been reading The Power Of Now by Echhart Tolle.  I now realize that if I just concentrate on what I'm doing at the moment and how I want that moment and the moments to come to be, I can choose how I will be.  It's actually living out E + R = O.  Recently, we were having a very busy, hectic day.  Someone had added someone to the schedule when I wanted a certain procedure to be uninterrupted for various, well thought out reasons.  I was not happy about it and expected things to get tense.  Which they did.  Funny how life has a way of living up or down to our expectations.  I began to realize that I was beginning to fume.  Worse yet, I found myself planning out a bad reaction.  Huh, what was I thinking?  I asked myself just that.  I reminded myself of E + R = O.  I told myself to concentrate on what I was doing in the moment.  And then, I pushed all that good thinking aside and acted like a jerk.  I said some things that stung to people who I really like.  Then I had to go back and try to make it better.  The negative effects of my moment of indulgence lasted for days.  In the end, everyone was long past it and I couldn't let myself off the hook.  Maybe that's a good thing, because I've looked at it, dissected it, I know I will never ignore the good mindspeak again.  It would have protected me and everyone else from that part of me that is stupid.

    So, be honest, what part of you is stupid like that?  If it's little and hurts no one but you, you can just accept about yourself.  Same with your staff.  Everyone has something we don't love about them, but if it's inconsequential, be tolerant.  If it's something that really detracts, talk about it.  I've seen staff members make life miserable for everyone, just because everyone else was too nice to say anything.  To her.  There's was plenty of complaining going on, just not to the one person who could do anything about it.

    What will make 2009 better than 2008?  How will you and your team  make it happen?  Don't base everything on the economy, base it on the way you want to spend every day.  I don't want to sound all preachy, or Oprah-ish, or like I've just read a book and now I think everyone should think a certain way-ish,  you get what I mean, right?   I do think there is an advantage in living in the present.  Dragging stuff from the past just obliterates what's happening now because you can't see anything but the past.  You can't think about more than one thing at a time.  Planning for the future is fine, but living there won't get you where you want to go.  You have to do what's important right now.  Thinking about where you want to go gives you the direction for what you need to do in the moment.  It will get you there.  But, what about right now? 

You've Got To Be Kidding

    Have you ever found yourself looking for  a hidden camera because the person you are interviewing is just so outrageous.  I've been interviewing dental assistants this week.  I'm dismayed to report that this is the worst group of respondents I've ever had.  I keep hoping it's some kind of joke, but unfortunately, it's reality.
    Here's what I'm looking for in a candidate.  When I ask for a resume I want to see a well written, concise cover letter that contains proper grammar and correct spelling.  If not, we won't go any further.  I want the resume to be relevant to the position being offered and I want the candidate to tell me how their past experiences will be an asset to them as a dental assistant.  I want all this to be neatly typed on a clean sheet of paper that doesn't smell like cigarettes. 
    When the candidate comes to the office for the interview I expect them to be on time.  To me, five minutes early is on time.  I want to open the door to find someone waiting that is dressed neatly and professionally.  I want them to look well groomed and not to smell of cigarettes or perfume.  When they smile, I want to see healthy teeth and gums.  When they speak, I expect the same proper grammar.  I want them to have some questions ready to ask me.  I want them to at least be able to tell me why they want to be a dental assistant.  When I ask them questions I want honest answers that make their personality become transparent.  I am trying to find someone who wants to give our patients great care and who wants to have the opportunity to learn and become part of a great team.
    Here's what I'm getting.  Young women dressed in spandex-y clothing that is either too tight or too skimpy.  My feeling about spandex is this - Just because you can, doesn't mean you should.  Spandex is never appropriate for a job interview.  A recent interviewee had gingivitis and was sporting tattoos on both wrists and multiple piercings.  When I showed her a room that had been set up for a root canal she said, "You need an Isolite."  When I said that an assistant wouldn't have much to do with an Isolite she replied that they'd have a lot to do.  They could input information into the computer.  Another young lady wanted to know if I'd take a look at her teeth and before she left, tried to sell me make-up.  Another told me that she plans to go to hygiene school next year.  When I said I wouldn't want to spend the time training someone who wasn't planning to stay for more than a year, she replied, "What else is there to do besides suction and talk to people."
    All in all, I'm disappointed, but I still have hope.  I'm interviewing someone tomorrow who sounds nice.  But, I'm probably just being a sucker.  After all, they all sounded nice or I wouldn't have given them an interview to begin with.  If the young woman I'm interviewing tomorrow disappoints, I may just have to consider the Isolite after all.  Nah, that would be giving up, and I know that there's someone out there with the character and work ethic I'm looking for.  It'll be worth the effort in the end.  My friends and co-workers are enjoying the stories in the meantime.

Going Green In The Office

    We're all becoming more aware of conserving natural resources in our home, but have you ever thought about recycling at the office?  If you think about the amount of paper that even "paperless" offices go through, you'd realize that there are plenty of opportunities to go green in the dental office. 
        Think about the amount of paper used in the fax machine.  You can start by calling businesses that routinely send mass faxes about things you aren't interested in.  Ask them to stop sending faxes.  Reuse paper from faxes that don't need to be saved.  Either cut it up and use the blank side for notepaper, or turn it over and reuse the blank side in the fax machine. 
    Ask your patients for their email address and offer them the option of receiving reminders by email.  You'll save postage and the cost of reminder cards.  Mail reports for several patients to the same dentist in one envelope.  Do as much as you can electronically and save resources and money.  Pay attention to your habits when using water.  Do you let the faucet run while you soap up?  Turn it off while you scrub. 
    Call your local recycling center and see if they'll pick up your recycling.  It's easy to do, good for the environment and helps the office save money, too.   
    Click on comment to share your recycling ideas.

There Ya Go

    Well, we've just finished our first month with our new dentist, Dr. Nigel Morgan.  So, how'd it go?  I'd say it's gone just right.  The team really likes him and has basically continued about their business.  That's always good because in a dental practice, there's not much room or time for too much else. 
    As the manager of the practice I am relieved to report that he is a dream to work with.  He's fun, a great listener, he has an earnest desire to keep the practice a great place for patients and staff, and he's kind.  He's quick to show appreciation and verbalizes that frequently.  Have we had some mis-steps?   Sure we have.  It's all in how you handle them.  Recently, we had a difference of opinion on something.  And honestly, that's all it was and never became a fight or drama.  It was our first real sticking point and I worried about how he would react if I told him what I was thinking.  He's a smart guy.  He listened, and let me say everything I wanted to.  He made a few comments telling me why he did what he did.  Then he let me keep talking until I came around to understanding his point of view and I realized there were two ways of looking at the situation.  He saw my side and I saw his, and in the end, I could live with it.  What a smart guy!  He didn't yell or get mad, he just spent a few minutes absolutely listening and let me find reason in something I had started out thinking was completely unreasonable.  There's an Alan Jackson song about someone who been through some changes and is learning to get back into the swing of things.

                    There you go, you're doing fine
                    Take each day like a step, one at a time
                    Put one foot in front of the other
                    And the next thing you know
                         You're dancing
                    There you go

    If you are in a practice transition, you know that even the best transition will have it's tense moments or days.  If you're managing one, take it easy.  Give yourself a chance to get over losing what you had.  Whether it was good or difficult, it was familiar and you'll miss something about it when times are stressful in the new situation, even if it's just the familiarity.
    Don't let the first problem in the new situation drag you down, just start the music over and get back in the dance.  That's really what the relationship between the doctor and manager is, a dance.  If each one wants to lead all the time, it will be a struggle and it won't work.  You have to try to accommodate each other and find the rythym that lets you glide effortlessly.  You'll still step on each other's toes now and then.  If you can remember that the sting will go away quickly and you both enjoy what you're doing together, you'll pick the step back up quickly and go on with the dance.  It just takes time, patience and the desire to dance well.  It's that simple.
    So, after a month I can say this, I'm lucky.  Dr. Morgan is a great guy and I really enjoy each day.  We get our act more and more together every day and the mis-steps make me appreciate just how smooth we usually work together all the more.  So, we'll just keep dancing and trying to stay off each others toes and when we do lose our step, we'll just pick up the beat again.  That's it.
There ya go!

Take This Job And Shove It

    I'm going to approach this first from the employee's view and then from the employer's.  Do you wake up in the morning and feel your heart sink when you realize that it's time to get up and go to work?  Does Sunday evening find you dreading the week ahead?  It's pretty miserable isn't it?  And life is too short to spend a lot of it being miserable.  Maybe you work for someone who demands high performance, but is incapable of giving positive feedback.  Maybe the culture in the office just isn't healthy.  If you've tried to make it work, but year after year things stay the same, you should think about finding a job that allows you to grow and feel satisfaction in your progress. 
    Maybe you're a dentist who has given up on finding staff that will perform well and treat each other and the patients with respect and kindness.  Does it seem like you're the only one who cares about how the practice is going?  Are the demands endless?  Do you have a staff member who sets your teeth on edge?  Do you feel like a victim in your own practice?  If you can say yes to any of those questions, you need to make a change. 
    Whether you're the employee or the boss, you may not believe it now, but things can be wonderful.  You don't have to dread walking in the door to work, or come home griping and complaining.  You owe it to yourself and your family to figure out a better way.  When you stay in a dysfunctional situation, your life loses balance.  It affects everything else and becomes pervasive and unrelenting.  Misery multiplies and spreads out. 
    There's hope.  You have to look at your situation, evaluate the chances of making things better and face the facts if there's no way to make it work.  No one situation is right for everyone, so it's ok to admit something just won't work and find something that does.  If you find yourself thinking you'd like to take this job and shove it, or if this post makes you wonder how I could possibly know so much about you, you may have some soul searching to do.  Make your life what you want it to be and start living and stop being miserable. 

Effective Time Management

    "If only I had more time!"  How many times do you say or think that in any given day?  Many times you have the time you need, it's what you do with your time that may not be working.  People tend to equate busy with productive.  We all know that a busy schedule can still not have a lot of production to show for itself at the end of the day.  That's why it's so important for your scheduler to understand the daily, weekly, monthly and yearly goals for the practice.  Keep in mind that you have to look at the overall days, weeks months and year to really gauge success, but it helps to have scheduling guidelines to help the flow of the day.  It is possible and desirable to work at a relaxed, enjoyable pace and still meet your production goals.  That's the most satisfying way to work and with the dedication and determination of the scheduler, it is achievable. 
    In your personal life does it seem that the weekends and evenings fly by without much fun or relaxation to be remembered?  Do you feel like you never get to read the books that are piling up, exercise like you keep saying you need to, or spend time enjoying your friends and family?  Do you feel like you're just trying to keep up, but getting nowhere fast?  It's all easy to fix if you just change your thinking about managing your time.
    Our staff is reading The Seven Habits of Highly Effective People.  We discuss the habits as we go at our staff meetings.  Each person is responsible for leading the discussion on one habit.  We talked about putting first things first yesterday.  The book talks about a time management system which breaks the way we spend our time into 4 different categories.  First there is Urgent and Important.  These are crises, big problems and deadlines.  This category can overwhelm you, trap you and beat you up.  Spend too much time here and you find yourself crisis driven and ineffective in the long run.  The second is Important, but not Urgent.  They focus on building relationships, preventing problems, seeking opportunities, planning and recreation.  This is a healthy way to spend the day.  Spending your time thes way will have a tremendous postive impact on the practice  you work in and on your personal life.  These are people who can prioritize and discern what tasks will serve the best purpose.  The third area is filled with interruptions, mail, phone calls and popular activities.  The fourth is trivia, busy work, time wasters, and pleasant activities.  People who spend a lot of time in either of these areas and basically reacting to things as they happen and have very little control over their time.  They end up looking busy, but actually being the least effective of all the groups.
     Take a look at the way you work in your office, individually and as a team.  Are you efficient, spending most of your time in area 2 or are you getting through each day in areas 1, 3 or 4?  Area 1 will wear you out and areas 3 and 4 are basically irresponsible ways to spend your life.  Take a look at your personal life as well.  Where are you spending it?  Life goes by quickly and we only get one shot at it.  Make the most of it by making yourself aware of what you are doing.  The rewards will make you happy that you did.

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.

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.

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.

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?

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~

Joyful, Joyful

    Oh, Joy!  What a wonderful sounding word! When you say it, you can feel it, can't you?  What is joy?  It is the emotion of great delight or happiness caused by something exceptionally good or satisfying; keen pleasure; elation.  Oh yeah, surround me with some of that!
 
    What creates joy in the workplace?  Letting others know that you think they are exceptionally good and satisfying.  That you take keen pleasure in the work they do and you are elated at the opportunity to spend every day with such a great team.  Am I pulling your leg?  No way, that is what I tell our team on a regular basis.  I celebrate us.  I bring in little "prizes" and give them out whenever anyone does something outstanding.  They always perform at a high standard but every now and then, they are superb.  I pounce on that and make a big deal out of it.  Sometimes I just tell them how great I think they are and that I'm honored to work with them.  The result is the joy on their faces at being recognized.  And don't forget the dentist, he gets a prize too.  One of them asked me after I had distributed goodies, "What is your prize?  You always give us things, but what about you?"  I could honestly answer that my reward was in the joy on their faces and the joy that spreads through the practice and to the patients.  It's my joy addiction.  If you're going to be addicted to something, get addicted to joy.  You have a readily available source so it's a cheap fix.  If you start feeling the inescapable need for a hit, all you have to do is smile, give a compliment or just laugh at someone's joke.  There you go.  You'll be high on joy before you know it. 
    What do joyful team members bring to a practice?  Lightness.  Happiness.  Workability.  When people work together with pleasure, everything is easier, problems have less weight and successes are sweeter.  Patients will comment on what a great atmosphere exists in your office.  They'll tell you that they've never had so much fun in a dental office before.   Best of all, at the end of the day, no matter what happened, you'll leave with a smile on your face and a sense of satisfaction in your heart.  Try it, joy doesn't have to cost a thing.  The only thing you have to lose is the stress monkey that rides on your back.  Wouldn't it be nice to knock him off so that you could stand a little taller and put a spring in your step?

"Joy is prayer - Joy is strength - Joy is love - Joy is a net of love by which you can catch souls."

Mother Teresa

Integrity

    What can you expect from a staff member who exhibits integrity?  Basically, all the good stuff.  Integrity defined is an adherence to moral and ethical principles; soundness of moral character; honesty.  Notice a pattern with all the other traits we've talked about so far?  There really is nothing complicated about being a good employee, or a good person for that matter.  It's actually more complicated to be a person who is not so desirable.  Think about it.  If you're a liar, there's a lot to keep up with.  If you're lazy, you always have to find a good hiding place.  If you're a thief, you know you're going to get caught some day, it's just a matter of time.  If you're a gossip, that's going to bite you in the butt before you know it because everyone realizes that you're a gossip and they're just using you to get information. 
    Being a good person, or my favorite moniker, a mensch, is so easy.  In every instance, think, and then do the right thing.  People with integrity hardly even have to think about it.  The right thing is their automatic response.  I'm a wanna be.  I have to stop and think a little, but hopefully most times I get it right.  When I don't it really bugs me so I think that means I have some integrity. Other people like being around these folks.  When they talk about them there's a little bit of awe mixed with pride in being associated with such a person. I know what I'm talking about because I happen to be surrounded with people with some major integrity.  At the top is my husband, impeccable character.  My kids amaze me in the depth of their integrity.  My boss and co-workers make me proud to say I'm one of them.   People with integrity don't watch while others struggle, they get in there and help and don't think about whether the other person will give them any credit.  People with integrity circumvent gossip by changing the subject.  They never cheat, they usually give more than is required.  They never lie even if the truth will cost them something.  They value their own integrity because they know how good it feels to have it.  It allows them to sleep well and be well met.  Sounds like good stuff, doesn't it?

Real integrity is doing the right thing, knowing that nobody's going to know whether you did it or not.

Oprah Winfrey

Honor

    Honesty, fairness, or integrity in one's beliefs and actions.  That is how to define honor.  Am I asking too much when I suggest that it is an important character trait to look for in an employee?  No, I think it is something that should be expected of people who will be entrusted with the care of patients.   Will it be hard to find people that fit that description?  It may be, at first.  When people see how great it is to work with honorable people, they want to be that way themselves and they will encourage new co-workers to take up the mantle of honor.
     I have found with our team, that when a new employee enters the practice, the team gives them the treatment.  That means they welcome them warmly and do whatever it takes to help the new person fit in quickly and feel at home.  They also chip in and help them learn what they need to learn to quickly rise to the level of the others.  It's a kind of self-protective mode.  They like what we have and they do what it takes to keep it going.  If I was insecure, I'd worry that they don't really need me.  You see, I don't tell them to behave that way, it comes naturally.  They're honorable people who do the right thing. 
    You may have noticed a commenter to this weblog, named Lisa.  She is an honorable person in her practice.  When she talks about the practice she is always concerned about what is best for everyone and what will serve the patient.  It comes naturally to her, too.  She can't conceive of any other way of being. I have two other friends whose husbands are dentists.  They could breeze in and out of the office, giving orders and making demands if they chose to.  They don't, they work as hard or harder as everyone else.  They care about the team and they want to help the practice.  They ask as much of themselves as they do of the staff.  Actually, they ask more of themselves.  That's behaving with honor.  Can honor be developed?  I believe it can, in the right circumstances, with the influence of the right people. When you hear the phrase, "He took him under his wing..."  you can be sure there is an honorable person involved in that.  When  dental teams work with honesty, fairness and integrity in everything they do, it can only be good for everyone. 
    Words like honor, integrity and character are old-fashioned and can stir up some intense feelings.  I was once warned not to talk about character too much on my blog.  I was told that I could make people uncomfortable and they might stop reading.  That's ok.  I have found that the only people who don't like those words are the people who find that the shoe doesn't fit.  Words like integrity and honor are words we grow into.  We prove ourselves deserving of those descriptions.  If, in the discussion of the measure of a person, we can use the word honor, then we have someone special before us.

Grace

"The grace of God means something like: Here is your life. You might never have been, but you are because the party wouldn't have been complete without you. Here is the world. Beautiful and terrible things will happen. Don't be afraid. I am with you. Nothing can ever separate us. It's for you I created the universe. I love you. There's only one catch. Like any other gift, the gift of grace can be yours only if you'll reach out and take it. Maybe being able to reach out and take it is a gift too."

Frederick Buechner

   

Does your team demonstrate grace in everything they do?  Is it possible?  I think it's possible to be graceful in the performance of our duties if we remember that our purpose is to serve.  When we react to whatever comes our way with grace, we save ourselves from being reactionary.  When we experience a patient in distress and we put aside our aggravation or judgment and just attend to the patient, we are being our best, most graceful self.  Terrible things can happen in our lives at any time.  How we respond can make the difference.  Responding with care and compassion is graceful, and when a terrible event is approached that way, some beauty will result. 
    Every day is a day of your life.  Every day is a day someone else might have given anything to have the privilege to live.  Whatever we are experiencing, no matter how bad it seems, there is someone going through worse, who would give anything to be you. 
    Complaining is not graceful.  Finding ways to affect positive change is.  If your staff is driving you crazy think gracefully.  What will make things get better?  Even letting someone go can be done with grace.  You can let them know that caring about the best for them right now means that they need to be free to find a place that they can be their best.  If a co-worker and you just can't get along, be the person who lays down the olive branch.  Ask to sit down with her and admit that there's a problem and that you'd like to take equal responsibility for it.  Then ask what she thinks would make things better.  And listen gracefully.
    Grace makes things go better.  Got grace?
   

The F Word

    I'm talking about Focus.  Focus is a central point, as of attraction, attention, or activity.  It's the ability to direct all attention on a single idea or mission.  Does your team have focus?  If they do, you know that it's good for you, for your patients, your practice and for the health of the team itself. 
    Focus gives people direction and clarifies everything.  It's a touchstone when things get crazy during the day, or when feelings get hurt.   When a team is focused on patient care, they can stop and take stock.  "What is my purpose for being here?"  The answer, of course is to make sure that the patients who show up every day get the care they need.  For some, it's making sure that patients show up every day.  Every team member has their own individual focus that joined together with that of the others, directs all attention to the focus of the practice; to serve the patients.
    What if everyone on your team showed up each morning, eagerly looking forward to accomplishing the goals that were developed as a team.  Staff meetings would be opportunities to exchange ideas, share successes and solve problems.  You would hear team members complimenting each other on good ideas and thanking each other for helping out.  (It happens, but you have to put in some effort to get started). When issues arise during the day, the focus would be on finding solutions.  The focus becomes what needs to be done right now, not whose job is it to do it.  Focus feels good because it takes away uncertainty and introduces fellowship.
    Give your staff focus by sharing your vision for your practice with them and let them know your depending on them to help you make it a reality.  Once they see how much more they can accomplish by placing their attention on positive, productive goals you won't be able to hold them back.  Why would you want to?

Empathy

    Empathy is defined as the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.
    Empathy comes in pretty handy in a dental office.  While some patients are happy to tell you how much they hate being there, that you're the last person on earth that they want to see, or that they'd rather be showing up for electroshock therapy rather than what you're planning to do, there are those that are tough nuts to crack.  They come in with an attitude and you don't know if they are just plain miserable people, if they ran over their dog on their way to the appointment or if they just escaped from some kind of institution.  They are acting strangely, and you have to figure out what it all means.  Empathy can help you do that.  When you try to put yourself in their place and feel what it's like to be them, they sense it and start to give a little.  It's like the old Indian saying, "Don't judge someone until you've walked a mile in his moccasins."  That is a saying, isn't it?  If it's not, just ignore that.  Anyway, you know what I mean. 
    An empathetic staff member can make your life so much easier.  While you're concentrating on prepping a tooth she'll be suctioning and passing instruments, all while keeping her eye on the patient's reactions and responses.  She'll notice the white knuckles and the drawn up knees.  She'll give the pat on the shoulder during the injection and squeeze the hand during the extraction.  She'll let you know if you need to slow down and give a little more anesthetic. 
    Empathy goes a long way when staff members show a little to each other.  It does a lot to circumvent jealousy or resentment.  Being able to understand that a co-worker may be dealing with a problem that no one else knows about will bring a more forgiving response than you might get from someone who just can't see that the other person's actions may have nothing to do with them.  If you're the dentist and you're in a bad mood, she may just let it slide and make you a cup of tea rather than walk around nursing hurt feelings. 
    So, who can't use a little empathy?  We all have our bad days, down days, dog days and one of those days.  Maybe today will be your day to practice empathy.  Or maybe you'll need someone to show some to you.  Either way, we're all in it together.  Empathize that.

Dedication

   To commit oneself to a particular course of thought or action.  That is to be dedicated.  When staff members are dedicated to your practice, they support you and watch out for you.  I recently heard a dentist ask this question, "How can I get my staff to care as much about my practice as I do?"  Predictably, many people told  him to forget it, they'd never care as much as he does.  After all, it was his financial livelihood and future all wrapped up in that practice.  They could go on to other jobs if something happened to the practice, but he would be ruined.  That's true, if the only thing that mattered to everyone and the only thing he wanted them to care about was the financial aspect.
    Don't get me wrong, a healthy practice must be financially healthy to continue to exist, it's important.  And it may even be true that it won't be as important to anyone except the dentist and his wife.  I happen to get absurdly happy every time we meet our goals, and the satisfaction I get comes from the fact that I have done my job well as a manager and my boss can focus on dentistry and not worry about money. It means that this guy who worked so hard to get through dental school and who now gives so much to his patients, can concentrate on doing just that and leave at least some of the worrying to me. Dedication helps to make what's important come into focus.  It makes staff work till the patient is taken care of without looking at the clock. 
    Dedication also means working through the times when things aren't so great.  Dental offices are small communities and there are plenty of opportunities for hurt feelings, jealousies and arguments.  People feel misunderstood and unappreciated at times.  Without dedication, those feelings would cause a revolving door of employees.  A dedicated employee wants to be there, no matter what.  She will find the silver lining and keep it in her line of vision until the storm passes.
    How can a dentist or manager inspire dedication?  By being as dedicated to their staff as they want them to be to them.  Let the people who are in it with you know that they count with you.  Tell them that you value what they do and that you're happy they're with you.  Let them know that it wouldn't be as good without them.  When they walk in the door tomorrow, smile and say, "I'm glad you're here."  Four words.  Easy to say.  Big impact.

BTW, this is my 400th post since I started this weblog.  How's that for dedication? 

C - Confidence

    Confidence is the building block of great teams.  It is defined as trust or faith in a person or thing.  Think about how you feel when someone says they trust you or that they have faith in you.  You feel a little taller, a light goes on inside of you.  It makes you want to live up to the belief they have in you.
    Give that to your team.  Express the confidence you have in them so that they want to live up to that and do the right thing.  Even an insecure team member, who is still training, needs to know you have confidence that she will master what she needs to know to do her job well.  When you see team members teaching or helping each other, let them know that your confidence in them was well-placed.  There is nothing nicer for me as a manager than to hear my own words coming from someone else's mouth as they teach a co-worker what I have taught them. 
    Your patients have confidence in you.  Live up to that.  If they're in pain or discomfort, make sure to see them that day.  When a patient has confidence in their dental team it goes like this: "Oh no, I've broken a tooth.  At least I know I can call Dr. Price's office, and they'll do something to help me today."  (If it happens during off hours, Dr. Price will still come in and help the patient)  That is the response the patient has developed because he has confidence in his dental team.  Another scenario might be: "Oh no, I've broken a tooth.  I'll have to go around all weekend like this."  That patient has been taught something different by his dental team. Think about patients who come to you and say they haven't been to a dentist in years because they've just had so many bad experiences.  You take your time with them and allow them to develop confidence in the fact that you won't hurt them.  They become some of the best patients in your practice.  The confidence that you've led them to develop in you will change something in their life.  It may even go beyond their dental health.
    Confidence shows.  It comes across in a relaxed manner and a genuine smile.  A confident person doesn't compare herself to her team mates or worry that something isn't fair.  She isn't afraid to make suggestions and she's self-motivated.  If she makes a mistake she says so rather than covering it up.  She comes to work ready to put her talents into action.  Isn't that they kind of team member we all want?  Get some confidence going and you may find out you've got a room full of them.

Great Teams - Give Me A B

    What's a great team without Benevolence?  Benevolence is the desire to help others.  It's not just helping because you have to...your boss says so.  It's helping that comes from inside of you.  It's what drives your actions. 

Can you teach team members to be benevolent?  I think you can model benevolence.  You can approach everything you do for your patients and towards your staff with an attitude of benevolence.  Then, when they see the results of your behavior, they'll be inspired to follow you.

    We have a recently graduated dental assistant on our team.  She is extremely benevolent.  It's a part of how she was raised.  She sees everyone with kind eyes.  No one is a pain, no one is a grouch.  Even if they came in that way, they can't keep it up long around her.  She makes them feel too good to be grumpy. 

    Talk about benevolence at your next staff meeting.  Challenge your team to notice benevolence in each other and to write down what they see.  Then discuss it at another staff meeting.  Getting people to say nice things about each other in front of the group is one way to create benevolence among your team.  See, it's easy.

Great Dental Teams A-Z

     Call me crazy, but I'm going to see if I can find a word for every letter of the alphabet from a-z that can be used to describe an attribute found in great dental teams.  So, I'll start at the beginning with A.

Acceptance. 

     Great team members are accepting.  They accept their patients just the way they are right now.  They see ways to help them improve their oral health and attitudes about dentistry, but they guide them carefully through considerate education and explanation.  They never make a patient feel guilty about past neglect, they just congratulate them for taking this step towards improved oral health.

     Great team members are accepting of each other.  They understand that everyone has their little quirks and habits.  They look at each other with kind eyes, that allowances for behavior that can be annoying and realize that they are probably guilty of doing something that bothers others at times, too.  They look to build each other up and they celebrate and appreciate having each other to depend on.

     Great team members accept the vision that the dentist has for the practice.  They try to find out as much about it as they can and to understand the dentist's philosophy of treatment.  They are advocates for the practice and commit to making a difference.

     Believe it or not, I already have a few Z words in mind.  If you have a word to suggest as we go down the alphabet, click on comment and let me know.  This could get interesting.

What's Holding You Back?

    What's holding you back from being better than you are right now?  Take a mental inventory.  Is there something that you wish you could change about yourself that would allow you to be happy and more successful in your work or personal life?  Is there a habit or personality trait that you know you have to overcome so that you can move forward?  If you know that you have a weight that's impeding your progress you have to figure out why you haven't cut it loose so that you can soar.  Maybe it's something that has become so much a part of who you are that you worry that you'll be lost without it.  Let's face it, sometimes sticking with our warts seems more comfortable than doing what it takes to get rid of them.
    What's holding your team back from being better than they are right now?  Is it a lack of focus, unshared vision or a team member who is nice and well-liked, but just not right for the job?  Again, it takes work to develop focus and share a vision.  It's uncomfortable and sad to let someone go who wants to be with your team, but just can't cut it.  It all drags you down and keeps you from moving forward.
    Really think about where you see yourself and your team short-term and long-term.  Figure out what will get you there.  Make a decision to make every day count and don't just put up with ok.  It's fine to coast along for a while as long as it doesn't become a rut you get stuck in.  That is true for performance and thinking.  Regularly check to see how you're feeling about what you're doing and if changes need to be made, do it.

What Do You Bring To The Practice?

    Have you ever thought about what you bring to the practice?  What would be missing without you?  Many times you hear staff members say that they're not appreciated or that they deserve a raise.  Some are envious of what the dentist down the street does for his staff.  But what do you bring to your practice?
    It takes more than just showing up to be a good employee who adds to the practice.  It's all about giving.  You have to stop analyzing every situation and get in there and do what needs to be done.  When you are with your patients do you do more listening than talking or do you spend the time telling them all about the news in your life?  It's fine to give them an update, but when your life becomes a soap opera that they tune into every six months, something's off kilter.  A good portion of the time with the patient should be about them and their oral health.  Find out about their life and find out what's important to them.  That can give you great inroads into knowing how to approach them about treatment and their oral health. 
    When the schedule gets tight do you look for solutions and recognize the necessity of being efficient, or do you move along as if you only operate at one speed?  Do you use your head and see what needs to be done, or do you always have to be told?  It always amazes me when someone is sitting around a dental office with nothing to do.  Even the fact that there's nothing to do means that there's something to do.  Get busy trying to get some patients on the schedule and in the chair.  At the very least empty your drawers and clean and reorganize them. 
    Don't expect the dentist or manager to care about you and your personal life just because you come through the door.  Showing up does not guarantee you a job.  Sure they care about you as person, but they have to care as much or more about what you bring to the practice. 

When The Cat's Away

    You've heard the saying, "When the cat's away the mice will play."  Well, our boss had to take the afternoon off today, and we did anything but play.  We brainstormed.  We went out and had a slightly longer lunch than usual, but then we got down to business.  We had a great team meeting to go over the information I learned at the SPICE (statewide program for infection control education) meeting that I attended last week.  Where you might have thought I'd hear grumbling, instead I got input.  I didn't have to drag anyone into the meeting, they came with notepads and pens.  We discussed ways to improve our already very good infection control and then talked about ways to improve in general.  Two hours flew by.  We got off track a little and told some stories and had fun, but we got a lot accomplished.  Our hygienist came up with a great idea.  She said she saw an article in one of her periodicals about oral cancer self-checks for patients.  She said she wished we could put the information on a card that she could slip into their take home bags.  Her wish is my command.  I'll get to work on that tomorrow.  The other hygienist came up with other ideas for cards as well.  The whole team agreed to teach each other about what they know best so that everyone can discuss all types of issues with patients. 
    When I first thought about keeping the staff in the office with no patients to work on, I have to admit, my first thought was dread.  What would I fill the time with?  I realized as I watched their enthusiasm and interest, that I had underestimated them.  What a great testament to their character that they didn't try to manipulate me into letting them leave on such a beautiful day.  What a sign of respect for my boss that even though he wasn't in the office, everyone kept plugging away, thinking of ways to improve our practice.  Yep, it was a very good day.

     I participate on the Dentaltown website and there was a question from a dentist the other day that caught my eye.  He wondered why he went through so many dental assistants.  He then answered his own question.  He said he can't stop micro-managing them.  I have to give him credit, it's not easy to look at yourself and see the cause of your own problem.  Maybe he can think of it from the assistant's point of view.

    Good assistants are good because they love what they do.  They want to do whatever they can to enhance patient care and make the dentist's job easier.  We love to get into the zone with our boss during a procedure.  We also like some autonomy.  When a dentist extends his trust to a good assistant, she will do whatever she can to keep that trust.  Assistants are professionals and they take pride in what they do.

    Sometimes I've heard dentists say that it's a good idea to go to McDonald's to find someone to train to assist.  They seem to look at assisting as an insignificant job that anyone can do.  The difference between an entry level, on the job trained assistant and a certified or experienced assistant is enormous. 

    Micro-managing sends two messages.  The most obvious is that the dentist doesn't trust the assistant to do things the way he wants them done.  The other is that the dentist doesn't value the assistant's self-esteem enough to control his impulse to guide her every move.  An assistant who knows what she's doing and wants to use her abilities won't be satisfied working that way very long and will eventually look for a place that she can use her skills and develop new ones. 

    In the end micro-managing is self-defeating.  If you do it, try to stop for everyone's sake.  Otherwise you may end up wondering where all the good assistants have gone.

   

    I talk a lot about building strong teams.  That's because I really believe that it's the best way to work.  We had a crazy, busy day yesterday.  If you've worked in dentistry for any length of time, you know what I mean.  We were covering for another dentist who is the dentist on call for a summer camp.  Well, five of those campers had true dental emergencies today.  So did some of our patients of record.  We have two built-in emergency times, but that wasn't nearly enough.
    Our first patient was scheduled for one crown and then ended up needing a second.  The new assistant was going to work on her and when I suggested letting me step in to make the procedure go faster, she put her ego aside and said, "Sure, what do you need me to do?"  She then went and worked the front desk.  (I didn't mention that our front desk assistant wasn't in today, did I?  So we were short-staffed on top of it all).  That's pretty mature for a 19 year old.
    Basically, everyone chipped in wherever they could.  My boss's wife happily moved back and forth from what she was doing into the front desk when needed, as did both hygienists and the lab assistant.  Rooms got cleaned up and set up and a steady flow of patients journeyed up and down the hall.  Everyone worked a little into lunch and the hygienist that planned to leave a little early for a trip had to practically be pushed out the door.
    The most amazing thing was that everyone kept a smile on their face and seemed relaxed and pleasant.  Nobody complained and nobody wondered what was in it for them.  At the end of the day my boss thanked us for our hard work and for dealing with everything that came our way.  Hey, that's what we're there for, right?  I'm proud of them and proud to be part of this team.  That's when I know that all the hard work we put into becoming a strong team was worth it.  We know our purpose and we love the pursuit of our goal.  At the end of the day, everyone was in a good mood and we all felt that we had accomplished our mission.  We served our boss and with him we served our patients.  That's what we come here to do.

Where Have All The Assistants Gone?

     I participate on the Dentaltown website and there was a question from a dentist the other day that caught my eye.  He wondered why he went through so many dental assistants.  He then answered his own question.  He said he can't stop micro-managing them.  I have to give him credit, it's not easy to look at yourself and see the cause of your own problem.  Maybe he can think of it from the assistant's point of view.

    Good assistants are good because they love what they do.  They want to do whatever they can to enhance patient care and make the dentist's job easier.  We love to get into the zone with our boss during a procedure.  We also like some autonomy.  When a dentist extends his trust to a good assistant, she will do whatever she can to keep that trust.  Assistants are professionals and they take pride in what they do.

    Sometimes I've heard dentists say that it's a good idea to go to McDonald's to find someone to train to assist.  They seem to look at assisting as an insignificant job that anyone can do.  The difference between an entry level, on the job trained assistant and a certified or experienced assistant is enormous. 

    Micro-managing sends two messages.  The most obvious is that the dentist doesn't trust the assistant to do things the way he wants them done.  The other is that the dentist doesn't value the assistant's self-esteem enough to control his impulse to guide her every move.  An assistant who knows what she's doing and wants to use her abilities won't be satisfied working that way very long and will eventually look for a place that she can use her skills and develop new ones. 

    In the end micro-managing is self-defeating.  If you do it, try to stop for everyone's sake.  Otherwise you may end up wondering where all the good assistants have gone.

   

True Teamwork

    I talk a lot about building strong teams.  That's because I really believe that it's the best way to work.  We had a crazy, busy day yesterday.  If you've worked in dentistry for any length of time, you know what I mean.  We were covering for another dentist who is the dentist on call for a summer camp.  Well, five of those campers had true dental emergencies today.  So did some of our patients of record.  We have two built-in emergency times, but that wasn't nearly enough.
    Our first patient was scheduled for one crown and then ended up needing a second.  The new assistant was going to work on her and when I suggested letting me step in to make the procedure go faster, she put her ego aside and said, "Sure, what do you need me to do?"  She then went and worked the front desk.  (I didn't mention that our front desk assistant wasn't in today, did I?  So we were short-staffed on top of it all).  That's pretty mature for a 19 year old.
    Basically, everyone chipped in wherever they could.  My boss's wife happily moved back and forth from what she was doing into the front desk when needed, as did both hygienists and the lab assistant.  Rooms got cleaned up and set up and a steady flow of patients journeyed up and down the hall.  Everyone worked a little into lunch and the hygienist that planned to leave a little early for a trip had to practically be pushed out the door.
    The most amazing thing was that everyone kept a smile on their face and seemed relaxed and pleasant.  Nobody complained and nobody wondered what was in it for them.  At the end of the day my boss thanked us for our hard work and for dealing with everything that came our way.  Hey, that's what we're there for, right?  I'm proud of them and proud to be part of this team.  That's when I know that all the hard work we put into becoming a strong team was worth it.  We know our purpose and we love the pursuit of our goal.  At the end of the day, everyone was in a good mood and we all felt that we had accomplished our mission.  We served our boss and with him we served our patients.  That's what we come here to do.