Psychological Obstacle Course

Is your office wearing you out? Is there a constant battle going on, whether it is with team interaction, patients, scheduling, or lack of leadership, lack of communication? These are all common struggles that are brought to our attention when we go into practices.

I recently had an owner tell me their practice felt like a psychological obstacle course. I thought this was a great analogy for what was happening in the office at the time. It is exhausting to everyone involved and needs to be handled promptly. The longer the tension goes on, the worse it gets, and no one wants to go to work in that environment.

There are any number of things that can cause tension. Let’s discuss a few of the major players:

·       Poor communication – this is the #1 obstacle we hear in our initial interview with the owner and the team. If the communication is not handled well, there are going to be misunderstandings about any number of things in the office.  You may see processes are not followed, employees don’t know what their role is and/or how to accomplish it properly, etc.

·       Personality conflicts – we all have different leadership styles, ways that we go about handling our tasks, etc, but that doesn’t mean we can’t all work together. Handling personality conflicts can be hard, and they need to be headed off early.

·       Unclear about job expectations – when your team is unsure about what they need to accomplish on a daily basis, or how to do it, the leader will be frustrated, as well as the team.

·       Leadership issues – if there is a lack of strong leadership, you will have a toxic environment. That leadership needs to be addressed as soon as possible.

·       Unequal task distribution – if you have one person doing the lion’s share of the tasks within the practice, you will have discord. It may take some time but eventually the employee is going to get frustrated and overwhelmed.

Now we need to know how to combat these tensions that could occur. Here are some things you can do to turn things around if you are having any of these issues:

·       Open communication – create an environment where your team can come to the owner or manager with their concerns, knowing that their feedback is anonymous and will be addressed in a timely manner.

·       Job descriptions – ensure that each team member understands their role in the practice and what they need to accomplish on a daily basis.

·       Strong leadership - this sets the tone for your practice’s culture. Office managers and practice owners should model professionalism, fairness, and effective conflict resolution.

·       Conflict resolution – no one likes handling conflict, but the sooner it is addressed and resolved, the sooner you will have a harmonious work environment. Encourage the employees involved in a conflict to discuss their concerns with one another. If the conflict has not been resolved, the office manager or practice owner may need to get involved in mediating the conversation. Don’t let these things linger. They just get bigger over time.

·       Create a positive work environment – a team that has mutual respect and support from their managers is going to go a long way. Recognize when employees are doing what is needed from them and more. Celebrate that. Maintaining a positive atmosphere can sometimes be difficult because we are so busy, but it is so important.

A cohesive team is going to create a workplace that is a well-oiled machine. By recognizing potential sources of friction and addressing them in a timely manner, your office will not only be productive but also enjoyable for your team and a welcoming place for patients. If your office is a psychological obstacle course, start implementing some of these policies today. If you need help, we would love to speak with you. You can email us at info@gtsgurus.com

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Janice Janssen, RDH, CFE, Consultant

At age 14, Janice Janssen got an after-school job working for her dentist. Twenty-something years later, she is the co-founder of Global Team Solutions and an expert in practice consulting. Besides hands-on experience, Janice has gained professional recognition for her hard work and commitment to excellence. She is co-author of OMG! Office Management Guide, the “bible” used in GTS training workshops. She is a member of the Academy of Dental Management Consultants (ADMC), and is a Certified Fraud Examiner (CFE), which positions her as an expert in educating dentists to deter fraud and embezzlement in their practice.

Janice can be reached at: janice@gtsgurus.com