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PATIENCE & APPRECIATION FOR PATIENTS…AND TEAM
Has anyone else noticed how people seem to be more on edge than ever before? This is not just in politics, where it has become worse than ever before, but in everyday life as well. Frustration with circumstances out of our control, and the need to find others to blame, seem to wind the springs of our reactive selves to the point that otherwise benign situations illicit out of proportion responses and, often times, regret over our actions.
Dr Howie Gurr, a clinical psychologist who has worked with Smile Potential for many years, frequently tells the following story. Imagine that you are the last to board an elevator to the top of the Empire State Building. Being the last to enter, you turn to face the closing door and you are barely able to move because the elevator is packed so full. As the elevator begins to ascend and the numbers of the floors are rising you feel the most annoying sensation of being repeatedly hit on the back of your leg with a hard object. It is not painful, but it is uncomfortable and the repetition is torturous. You cannot wait for the elevator to reach the observation deck so that the doors will open and you can turn and give the person who has been hitting you a piece of your mind. The door opens, you quickly turn and find, to your likely disappointment, that the person behind you was a frail, old, blind woman with her cane held out in front of her. You experience both frustration over not being able to vent, and disappointment in yourself that you might have taken an action that you surely would have regretted.
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What is the reason that we are so quick to come to conclusions? One reason is that we may not be actively listening, but rather thinking of our response before we hear an explanation. When we jump to conclusions and react so quickly, it usually lacks consideration. Patience enables us to make the initial assumption that others intentions are good. When we assume that others are well intended it gives us the perspective to not feel compelled to shoot the messenger, but to consider and discuss the message constructively. Assuming good intentions demonstrates a level of trust, which is the foundation of a great team.
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How does this apply to our dental practices. Each and every day we are faced with patients who exhibit some form of belligerence in our offices. It may be impatience or nastiness in the reception room. It may be passive aggressiveness when they are seated, or refusal to follow recommendations. We may unfortunately tend to dismiss these patients as being mean, unfriendly, or unappreciative. The truth is that these patients are anxious or fearful, and their fear has taken hold of their ability to act in a kind or welcoming manner. If we can break down the barriers that illicit the anxiety, we can create a far better experience for these patients and we will, in turn, receive a far better response from them, and, likely, more appreciation. We must develop the mindfulness to show more compassion for the challenges of others. Be more empathic.
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Similarly, we frequently become frustrated with members of our dental teams. Dentistry tends to be a stressful field for EVERYONE in the practice. As dentists, we often take for granted that team members should be able to read our minds and anticipate our needs innately. The truth of the matter is that every one of us are different. We think differently, we act differently, we speak differently and we interact differently. The expectation that anyone can know how we got to this point in our professional lives through extra-sensory perception is totally unreasonable. In order to create work relationships that are as perfect as possible, we must provide more training than we ever plan for, give more clarity in expectations than we have ever considered, and show as much compassion and understanding as we have ever shown before. Since it is unlikely that we will consistently accomplish all three of these concepts, then we must show patience in questioning whether there is an understanding of expectations. We must show a willingness to constantly supplement training and offer support, and assume that our team’s intentions are good, then show effusive and constant appreciation for effort and even incremental improvement. Frequent positive reinforcement and appreciation create greater receptiveness to occasional constructive commentary.
I recently asked numerous dental team members to consider the adjectives that they would use to describe the best boss or teacher that they ever had. The adjectives that were mentioned most often were appreciative, encouraging, inspiring, kind, positive, calm, supportive, fair, decisive, smart and visionary. Isn’t it interesting that few of those qualities have anything to do with intellect? More than two-thirds are emotional qualities. None of those who I questioned listed negative emotions such as anger or impatience. Negative emotions may prompt instant action but they don’t inspire people in the long run. Negative energy takes a considerable toll on people in a dental practice.
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Regular expression of positive energy can transform a practice in a very short time. Who is the CEO (Chief Energy Officer) of your practice? Who is constantly giving encouragement to the team and pumping them up? Who is heaping praise and appreciation on the members of the team and raising their perception of worth to the practice? Who is giving the team a sense of optimism and a sense of fulfilled purpose day in and day out? No one ever said that it has to be the doctor, but it is essential for a practice to have a strong CEO if it is going to be successful.
November is a perfect time to embark on a culture of appreciation and positive energy in your practices. Use the spirit of this Thanksgiving month to thank your patients, your vendors, and anyone else that you do business with. But most importantly, direct and focus the most sincere and heartfelt appreciation to the members of your team who directly control the success that you achieve in your practices.
If you would like to find out more about the process of appreciating your team and creating the most positive culture, please contact us. Send us an email at coaching@smilepotential.com or call us at 516-599-0214.
CLICK HERE IF YOU WOULD LIKE TO FIND OUT MORE ABOUT THE PROCESS OF APPRECIATING YOUR TEAM AND CREATING A MORE POSITIVE CULTURE
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