“Dentistry is the easiest part of your day.” Words by Boston University graduate Dr. Courtney Brady. One of the biggest challenges in a day is managing the people you encounter. Many leaders assume that extrinsic rewards, such as a raise, will motivate others to work harder. But researchers have found that what lasts are personal relationships and a sense of belonging by the provision of intrinsic rewards. In the busy environment of a dental office, it can be easy for dentists to forget to be understanding or working to gain trust from their patients and team. The workflow at a dental office can be stressful and fast paced; so slow down when it comes to managing people. I interviewed Dr. Brady on what she learned over the years as the lead dentist in a private practice. Here are some essential tips on managing people:
- Be an active listener
Be fully engaged in your conversations with patients by assessing their concerns and goals. When dentists are able to understand exactly what their patient wants, they are better able to come up with a treatment plan that the patient can agree upon. In an important conversation, act by “staying in the question,” something Dr. Brady learned from a lecture by Mary Osborne, RDH. When someone tells you something, ask a follow up question. This is not only to keep the conversation going, but also to take something important out of it. When a patient says those notorious words, “I hate coming to the dentist” a natural response is: “Don’t worry about it.” Yet, this response finishes the conversation before learning why that particular patient “hates the dentist.” A better way to handle this is to ask: “Why do you hate the dentist?” This question opens up the conversation and allows you to learn more about the person in front of you.
- Encourage others to ask questions
You graduated dental school, so you know what is best, right? Wrong! We have the information and it is our job to relay it our patients. However, the most important person in the operatory is the patient. They decide whether to invest in you and your treatment plan. The dentist must make the patient comfortable being in that position by remaining open to questions. After educating your patient of their conditions and presenting a treatment plan, stop talking. Give the patient a chance to digest the news and allow them to be a part of the conversation. Guide them to be active listeners. Ask the patient questions about what was just explained to them to rule out any misunderstandings.
- Read body language and personality types
Everyone is different and will react differently to your actions. One patient might want to know details about a treatment, while another might want to get straight to the point. Consider taking the DISC Personality Test, a tool that assesses personality traits and helps people understand behavioral differences. Some people are more emotional than direct; acting too quickly will make them feel they are not valued. On the other hand, spending too much time explaining a procedure to a patient who needs only the bottom line might cause him to lose patience with you. This tip is also incredibly helpful for working with your team. The best leaders understand those they are leading. Spend time to know the motivations of each individual on your team. You will be a better leader and have a more effective team as a result.
- Spread your passion, be the cheerleader for your team
Without your team, your job would be impossible. Therefore, remind them of how important they are and what they do. Find out what your employee’s long-term career goals are. If they don’t have any, help them find meaning in what they do to realize how important they are. Remember to give positive feedback so your team knows what you want to see more of. Show how proud and passionate you are about your work.
- Develop good communication skills
Never assume people know what you need from them. Goals should be clearly defined for your team. A lack of communication creates a domino effect of negative outcomes. Morning huddles and regular team meetings are key for coming together to stay up-to-date and to remind everyone of their role and goals. Even if the schedule is straightforward and requires little discussion, the morning huddle can still be helpful to build morale. Much of the information that needs to be communicated during work hours is lost because of the busy workflow in dental practices, so create a system with your team to avoid that.
- Trust your team to help make decisions with you.
Being the dentist means being a leader; you have to make the most important decisions all day. No one likes to admit that they are wrong. This can be especially challenging for a leader considering they have staff members that rely on their guidance. Asking your team for advice may seem like a sign of weakness, but in truth, the best leaders seek advice. Accepting guidance is not only beneficial to you but it will make your team feel needed and important. If your team does not feel compelled to make decisions, then you miss out on opportunities to motivate and develop them. You can learn more from your team than you can in any classroom.
Combative patients and coworkers will test you in your future practice. In order to successfully manage others, you must first manage yourself. Take the time to understand different personalities, work on your communication skills, and become fully engaged in important conversations and interactions. Dr. Brady says to remember that your work is not a transaction; you are not just another dentist. Everyone is there because they trust you to take care of them, every person or treatment is as important as the next. Remember why you do what you do, and let that genuinely come through your actions and words.
~Laticia Tameirao, predental
