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The challenges as a new dentist - how to communicate with staff
Starting a new job can be exciting and scary, especially when entering an established dental practice. Assistants or staff could be well-established and have many years of experience which can be intimidating. Not only that but your age can play a major role. A challenge faced by many as they take on the role of ‘the boss’.
Over the last 12 years I’ve been in an associate position to the one managing a health clinic. In my experience, these exacerbate the challenge| age, gender, and race. These factors affect how you are perceived and will be a barrier to overcome but don’t worry, it’s easier than imagined. I will share with you my failures and successes so you will not have to learn the hard way.
If you’re like me, you like things a certain way. It can be challenging to suggest changes, especially when the team members are older and more experienced. But don’t worry! You can effectively communicate with staff in a positive, non-confrontational way.
Listen First
To get your point across to your staff, you must know how to communicate with the person. That means getting to know them and how best to communicate with them (yes, it can be different for everyone).
I highly recommend this book, even though it’s directed towards marriages trust me when I say, that the relationships with your staff are similar to a marriage. Without proper communication, it can be a rocky place
Show genuine interest in their work and experiences. Listen to their stories and build a good relationship with your team. Remember, we all want to be seen and heard, and having those at work makes the difference in someone who goes above and beyond or someone ‘quiet-quitting’.
Part of being seen and heard is acknowledging their experience and expertise. You can say, "I respect all the knowledge you have from working here for so many years." This shows that you value their contributions and are not just trying to change things without understanding their perspective.
Office Drama!
As you get to know your staff, you will learn their good traits and unfortunately their bad. The tension between co-workers will be made obvious to you. Let it be known that there is no way to eliminate this.
There will always be some level of drama in any situation- it’s human nature. The goal is to minimize the level to allow the business to function well and resolve issues healthily and quickly.
Be the example to follow.
When the staff finally feels comfortable discussing issues, your ‘first tea session’ may seem like the invitation you’ve been waiting for.
I caution you to avoid gossiping and responding negatively when others share their opinions of others.
Set the example of appreciation for strengths and not focusing on weaknesses. It does not mean negative behavior should not be corrected.
Trust is difficult to earn and almost difficult to reattain after confidence is lost (ask me how I know).
2. Using ‘you’ vs ‘I’ statement
To suggest a change, use “I” statements to express your thoughts and feelings to avoid sounding accusatory. For example, instead of saying, "You need to do this differently," try saying, "I’ve noticed that we might improve efficiency if we try this method."
Beware of over explaining (I’m talking to you ladies). Explaining why the change is needed and how it will benefit everyone is good. For instance, you could say, "I think if we update our patient scheduling system, it could help us manage our time better and reduce stress for all of us." Keep it succinct!
3. Taking Feedback
Encourage your team to share feedback on your suggestions. You can ask, "How do you think we can improve this idea?" or "Do you have any suggestions on how to make this work better?" This shows that you value their input and are willing to collaborate. I avoid questions that include emotions and may not be helpful. For instance, ‘do you like this idea?’
This is a challenging one! At first, it may be challenging to convince your staff that you mean what you say and will remain professional with the feedback given. Once, your staff is confident with sharing, the next challenge will be to protect your time.
Morning huddles are a great way to establish daily expectations. (Daily huddles with you can be delegated to an office manager but I would suggest making a routine schedule of speaking to staff directly. Set a time for an ‘open’ office (a 30-minute window daily at a maximum). This time is to allow for feedback etc where people can walk in. This creates boundaries and avoid interruptions throughout the day which can negatively impact productivity.
It’s important to remember that feedback should be taken objectively. Not everyone will accept change, the goal is not always to have them like the change but to adapt to a new way of doing things.
4. Instant Gratification
Change doesn’t happen overnight, and it’s important to be patient. A positive attitude is important and continue to support your team as they adapt to new ways of doing things.
Celebrate small successes and improvements to keep everyone motivated. Positivity is contagious, have a positive attitude and show excitement, and the staff will feel it and reflect it as well.
Some staff will not be able to adapt. Sharing expectations and giving routine feedback is important to communicate where and how deficiencies are made. When the time comes for counseling or corrective action (yes, that time will come) I would advise having a third person in the room. Keep it succinct and unemotional to address the issues. Discuss expectations and share the next steps to include consequences if the needs are met.
Practice makes…better!
If you find it difficult to communicate your ideas, consider seeking support from a mentor or a more experienced colleague. You can also send me an email and we can schedule time to discuss your own personal concerns for your staff.
Balance your relationship with your staff. You can be friendly but always understand that the job requires feedback and possibly corrective action. Your staff are people with struggles and responsibilities and we have to show empathy. Reminders are essential for the team and properly expressing expectations initially and routinely are essential to accomplishing the goals.
Balance and communication
Remember, your voice and ideas are important! As a new young dentist, you bring fresh perspectives that can help improve the practice. Don’t be afraid to speak up and share your thoughts and don’t be too proud to take the time to assess how things work in that space.
If it ain’t broke, don’t fix it.
By communicating with kindness and respect, you can inspire positive changes and create a more efficient and harmonious work environment. Not everyone is meant to work in your spaces. People will come and some will leave. The space should be cultivated with a healthy atmosphere that may be meant for some.
Create your work family. You’ve got this!
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