This week we discuss a way to look at problems from your staff. To keep it simple, I have boiled the reasons staff fail to do the things they are asked to do into two categories. Listen in to hear what they are and find out my thoughts about staffing issues on episode 37 of Business of Dentistry. Thanks!
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Staff problems are something we all encounter from time to time, sometimes we even have to deal with them on daily. But I wondered why? Why are we dealing with this type of issue so much? It’s time-consuming, finance-consuming and is often very frustrating.
So I did some digging and some research into this area. I wanted to understand where these problems are coming from and what can be done to minimize them. I also wanted to find ways to improve my approach to handling problems as they arise within my staff and in my practice.
Typically any problem with a staff member comes down to one of two things: it’s either conduct or performance-related. And on today’s episode I’ll explain what each of those mean, and give specific examples to illustrate the differences.
A conduct issue is when something isn’t done the way it is meant to be done. And a performance issue is something not being done because the person doesn’t know how or hasn’t been properly trained on that task. It is a lack of knowledge or training, rather than a person’s lack of willingness as it is with conduct.
To highlight an example of this take someone who is chronically late. Being late happens every now and again for most people, but someone who is consistently late has a conduct issue. They know they have to arrive at work at a specific time, just like everyone else, but they don’t do it. They don’t change their behavior even though they have been instructed on the proper procedure (arrive to work on time) – that makes it a conduct issue.
Scheduling your patient visits and your overall office workflow is another matter however. This is a performance issue in most cases. In my office we are light years ahead of where we were in this area and that’s because I’ve set up procedures and trainings for my staff on the proper way to schedule our day to day office activities.
Soap notes are another great example of an area of performance as is your sterilization process. Although we don’t have a sterilization problem, I speak from experience when I tell you I had to take responsibility and accountability for performance issues with my staff.
Ultimately performance problems stem from a leadership problem, and that means setting aside our egos to look at where we have gone wrong and what we can to rectify the situation. In the past I’ve allowed things to slide that led to poor performance in some areas from my staff, but once I stepped up and created proper training procedures for them the problems subsided.
While I’d like to be able to tell you that you’ll never have any staffing problems, that’s just not the case. So the next time something comes up in your office ask yourself if it is a conduct problem or a performance problem. Is the problem a result of improper or lack of training, or is the person (or persons) simply not ignoring the office guidelines?
I’d love to know what you discover the next time you have an incident with your staff, and how you handle it. Leave a comment here or drop me an email anytime! Thanks for listening to today’s edition of Business of Dentistry.