Respect is a critical part of office culture. The way you treat the people around you cultivates the type of atmosphere in which you will continue to work. It is important to make those around you feel comfortable whether you are the dentist, the dental office manager, or the treatment coordinator. What can cause conflict in the office? A differing of opinions or expectations. The acronym B.O.A.T shows exactly how we make judgments of right and wrong.
Beliefs
Opinions
Assumptions
Truths
The problem is, we tend to jump to conclusions based on one conversation or based on someone else’s opinion of someone else. To maintain respect in the office, we have to avoid certain behaviors and thoroughly embrace others, so below are the Please Do’s and the Absolutely Do Not’s to keep in mind in maintaining respect in the office..
Please Do . . .
- Show genuine interest and care
This one has come up a lot as a feature necessary to attain and retain patients as well as create a positive atmosphere in the workplace. And the reason it has been repeated over and over again is because of its importance to establishing effective communication and relationships. “Come from a place of care and concern instead of judgment and criticism,” writes Judy Kay Mausolf in her article “How to Communicate Positively and Effectively With Different and Even Difficult People.”
- Be open and listen
There is bound to be conflicting ideas amongst different people with different ideas, and again, this is an attribute that has been mentioned many times in many different posts, but that doesn’t make it any less important. Active listening allows you to collect all the information you need in order to understand the reason for the conflict; it also helps you and the members of your team make a decision that is beneficial to both sides.
- Offer praise (even to the boss)
It is important for everyone on your team to feel appreciated, and that does include you. Just as you should acknowledge and appreciate your team so should your team acknowledge and appreciate you for your achievements.
- Focus on the solution
When it comes to conflict we tend to find someone to blame rather than learning the reasons why the conflict occurred. Focus on the solution rather than assigning blame and discover a way for you and your staff to come to some kind of compromise in order to work together more effectively.
- Practice transparency
We discussed transparency before, but I think it would be advantageous in this post as well. Respect is only earned when we are open and honest with each other and you can’t achieve this honesty if you are unwilling to be completely open about all aspects of the practice. For a conversation to be effective and for respect to be established, everyone needs to be in the know.
Absolutely Do Not . . .
- Gossip
Gossip is toxic to any workplace and, as Judy Kay Mausolf refers to it, “The Poison Triangle of Mistrust.” And she’s right. It is talking behind someone else’s back and avoiding actually going to the person with which you’re having the issue. Mausolf writes that “if you are on the receiving end of gossip, you are just as responsible as if you are the initiator.” It is important to stop gossip in its tracks. I have seen gossip at its worst and even know people who have been fired because of it. It is not an effective source of communication and has the power to fatally wound relationships.
- Make assumptions
“When you assume you make an ass out of you and me.” An old saying but definitely one to abide by. Assumptions are not facts but things we think about someone or what someone has said that has no evidence to back it up. Mausolf’s action plan to avoid assumptions starts with one simple word: If you are unsure as to the meaning of someone’s words or actions, ASK! It’s as simple as that. And always remember “to ask with care, concern and respect.”
- Tattle on each other
Do you remember when you were a child and someone threatened to tell a teacher or parent on you? Do you remember how you felt when they did that? Tattling is childish and immature and unwarranted. Follow one of Mausolf’s easy steps to positive conversation and get all the team members involved to meet together with whoever handles conflict resolution and work out a solution like adults.
- Be a hypocrite
As a leader, you are expected to practice what you preach. Be a role model worthy of respect, because it is important to note here, that respect is earned. Set a good example. If you preach more openness between team members, don’t close your door to those wanting to communicate. Don’t preach about lateness if you are always late. Do not be a hypocrite.
- Create an unsafe environment for staff
In a 2016 article entitled “Do Your Employees Feel Safe?” written by Howard Farran with a DDS and MBA, he talks about the dentist’s effect on their staff, including the dental office manager, the dental assistants, the hygienists, the receptionists and the lab techs. He writes that “80 percent of all the lab people I’ve known in my career are afraid of the dentists they work with.” Those that are supposed to work alongside the dentist are too afraid to offer feedback for fear they will lose their jobs. They don’t even feel safe voicing concerns or problems. This type of atmosphere is extremely negative and toxic, resulting in gossip, backstabbing, and lack of communication all across the board. Nobody can work this way, so it is definitely time for all dentists to “take a good long honest look at their practice.”
Respect is the cornerstone to a good working environment in your dental office and it is important to keep respect alive and well amongst all those who work in the office by avoiding the lethal aspects of a communication breakdown and emphasizing the importance of communicating positively. If you wish to add to this list, please feel free to leave your suggestions in the comments section below. We’d love to hear what you think.
Resources:
- “How to Communicate Positively and Effectively With Different and Even Difficult People.” Oral Hygiene. February 2016: 8-10.
- “Good Boss, Bad Boss” Denturism. Spring 2016: 15.
- “Do Your Employees Feel Safe.” Dental Town. March 2016: 12, 14.
