Question:Someone I recently hired is not as polite to my patients as I would like, yet my team members seem to like her. What criteria should I use in deciding whether or not to let someone go?
Kathy Larson, Organizational Expert: How we relate to people is something we learn growing up. A whole lot of influences directed your employee's manner of responding to other people's needs long before she met you. Do you really want to take on retraining her 20-plus years of conditioning?
Job descriptions establish criteria for which performance is measured. A requirement for all positions in your practice should be "courteous treatment of patients and team members." If she isn't performing, you know what to do.
It's time for tough love. Your team members do not run your practice — you do. And your employee's natural behavior is not what you want. Be a leader and find a replacement before she runs off your patients!
Valerie Williams, Clinical Expert: First, does this person generally have a good attitude? Second, is she open to learning both clinical and people skills? And third, is she willing to change? If the answer is yes to all three, then she's a "keeper."
Investing the time to help this team member will build the skills that are key to creating the results you desire. Sometimes the simple act of pointing out what is not working creates enough awareness to facilitate change.
Be honest about your observations. Give an example of how you expect her to communicate with patients in the future. Write out scripts if necessary, and role-play until both you and your team member are comfortable. Lastly, don't forget to reinforce positive change with feedback and generous praise.
Mary O'Neill, Relationship Expert: If you are fortunate enough to have someone who meets most of the criteria Valerie mentioned and you have the added bonus of team members all getting along, I would certainly think twice about letting someone like this go.
This person may simply be unaware of the impact she has on other people. Educate her. Coach her. Be sure to talk specifically in terms of her behavior. Is it her tone of voice or body language that is off-putting? Do her words sound impolite? With a little practice, these are all behaviors that can be unlearned.
If your team members can learn to embrace change with a positive attitude and demonstrate consistent improvement in their people skills, then you have the makings of a great team. That's something to preserve!
Linda O'Grady, Front-Office Expert: Is this team member in a position that is properly suited to her personality? If she is your scheduling coordinator, she meets and greets your patients. Her ability to multi-task and get along with people is critical. If you were to hire a person who is very analytical and precise for that same position, it could be a disaster!
First, determine if you have positioned this employee correctly for her personality style. Then, complete an evaluation with her, and point out changes you want to see. If you both agree about what needs to change, then find a way to work together toward eliminating her undesirable behavior. Be sure to monitor and evaluate her progress. Perhaps a weekly check-up would work for a while. Remember, while you may not be able to train a team member to like people, you can teach her to behave differently.
Meet our guest, Jean Furuyama, DDS:Dr. Furuyama is the president of AAWD, and she has a fee-for-service practice in Manhattan, N.Y. She is one of the top 100 Invisalign general dentists, and also places and restores implants in her high-tech group practice. She is a fellow of the AGD and the College of Dentistry International, as well as vice president of the Japanese Medical Society of America. Her staff has been with her for five, nine, and 17 years respectively, but she is also an expert at terminating employees who don't make the grade, and doing it in such a way that neither side suffers psychic damage.
Dr. Furuyama: Ultimately, you have to decide whether this employee's attitude is affecting your practice. If it is something she can correct, work with her on it. If it is a basic personality problem, all the training and talk will not make up for poor parenting or poor genes; you must have the courage to let her go. Inevitably, if you are not happy, it's because she is not happy. Sit down together and talk it over. Firmly but kindly tell her she would probably be happier elsewhere. More often than not, the employee will quit before she is fired.
"SheDentistry Speaks" is a monthly feature in Woman Dentist Journal to address your practice questions. If you have a question or concern you would like to address, please visit the What Does She Think? page of www.SheDentistry.com on the World Wide Web.
