Obviously when you’ve been doing something like
talking for as long as you have, of course you
have got to be good at it. It’s a no brainer. It’s
talking. Do it every day, with hundreds of people. You can
probably talk a person’s ear off.
Reality check: There is a significant difference between
talking and communicating. Just because you know how to
do something doesn’t mean you do it effectively. Talking
takes little effort, has few boundaries and no pretense.
Communication comes with intention, has definable standards
and makes all the difference in any relationship.
Hygienists think they communicate everyday and yet
when asked what is the most challenging thing about dentistry,
many of them say, “team communication!”
Communication is a complex and delicate process. To say
one communicates with others and then still complains
about the level of miscommunication says something
about the kind of communication occurring and its effectiveness.
Also, when a dental team is dysfunctional, it’s
often due to the level of acceptable communication
between team members.
Don’t fall into the trap of settling for less than optimal
communication. There are ways to learn communication
techniques around common issues that better the team,
increase patient care and make the work environment
pleasurable for everyone.
How Does Communication with the
Doctor Work in Different Offices?
Working in a variety of offices requires an RDH to be
highly versatile in their communication styles. Some doctors
are direct and assertive, others passive and introspective,
and still others are quiet and non-communicative.
An RDH has to be able to navigate through a multitude
of conversations with their clinical partner in order to
offer comprehensive and exceptional patient care. It’s not
always easy. It is always necessary.
To be versatile in communication, do the following:
- Be mindful of body language. Crossed arms, looking
away, pace of speech and tone of voice offers
some insight as to intention and meaning of a message.
Don’t only rely on that. Read on…
- Ask questions first. Misunderstandings and miscommunication
happens when people assume they
know what someone’s intentions are and refrain from
asking follow up questions. If you want to know what
someone means by their remarks, body language or
tone, ask. So not to offend, start your questions with,
“I’m curious…” or “What do you mean by…”
- Don’t be offended by “why.” Doctors ask themselves
why all day long. It’s their go-to tool for problem
solving. It’s no wonder when they ask why questions of their team. The word why as a question
requires a person to justify. For example, “Why did
you think that patient needed SRPs?” Or, “why did
you tell the FD to put that patient on your schedule?”
Even in the sweetest and softest of tones, the
message puts the listener on the defensive. With
most doctors being analytical thinkers, them asking
why is more about problem solving and seeking to
understand than wanting to offend.
How Do You Deal with Passive-aggressive
People that rely on passive-aggressive communication
do so because they don’t know any better. They may have formed habits of how to speak to others from well into their
childhood. So rest assured it has nothing to do with you. This
doesn’t always make it easy to talk with someone that is passiveaggressive
so keep the following in mind:
- Stay calm. Passive-aggressiveness comes from fear. Fear
of conflict, fear of not being liked, fear of change, challenge,
showing weakness, and on and on. Considering
the person you are dealing with is fearful, it’s important
not to overreact as it perpetuates the behavior. Stay
calm and before you respond, take a deep breath, tell
yourself to relax, and think about what you want out
of the conversation.
- Stick to facts. Focus on facts, not feelings. Facts include all
of those elements of a situation that are trackable, observable
and measurable. Even though your feelings are important,
they are not always relevant.
- Resist temptation. If a co-worker jumped off a bridge
would you follow them? The sound of all our mom’s voices
are ringing in our heads. Resist temptation to mirror poor
communication habits. Instead, smile, show empathy, ask
questions and state what you want and what you don’t. It
sounds like this: “Co-worker, I want us to figure out a way
to take our lunches while covering the phones. I don’t want
to upset you or disrupt the entire schedule.”
How Do You Deal with Gossip?
Gossip is a bad habit that can be highly destructive to
dental teams. Through gossip, teams become fractured, people
are singled out and ultimately communication breaks
down. In a dental office, every team member has an important
and specific role. When one feels out of place, there is
much more lost than relationships. It comes directly down
to patient care.
- Refuse to be drawn in. If a team member begins to gossip,
immediately excuse yourself from the situation. Even
listening to the gossip validates the person’s behavior.
- Confront the gossiper. Often people don’t realize what
they are doing is gossip so it’s important to let them know.
It can sound as easy as, “Co-worker, did you know that
when you talk like that it sounds gossipy?” Or try, “Coworker,
I’m sure you wouldn’t like it if X talked about you
like that. Let’s change the subject.”
- Deal with the issue, not the person. If the bad habit continues
it must be addressed. Gossip harms more teams
than anything else. When you approach your co-worker,
be sure to make it about the behavior and not about the
person. Say, “Co-worker, today when you talked about X
it made me [insert emotion or thought]. In order for our
team to function at its best it’s important we address issues
up front. How can you talk to X directly?”
How Do You Approach the Doctor with a Concern?
There are going to be issues that come up between hygienist
and doctor. That’s normal for two people working together.
What’s imperative is that the concern doesn’t turn into something
greater like a problem or rift. Address it early so you can
keep it small and manageable.
- Think it through. There are several questions that are
important to think through before you approach the doctor
with concerns. Some are: Why is this a concern? Why
bring it up now? What do you want to happen? What don’t
you want to happen? How does this relate to the dental
practice team or the patients.
- Set parameters. The most productive conversations are
ones with parameters. For example, set time limits on the
length of the conversation. What happens if you get off
track or interrupted? If all parties felt great after having the
conversation, what would be addressed or satisfied, and
what does the follow-up look like?
- Resolve one at a time. Dumping everything out onto the
table makes it difficult to focus and problem solve because
the shear mass of emotions attached to each concern is
often too much to manage. Keep everything focused by
discussing and finding solutions to one concern at a time.
How Do You Settle a Conflict?
When people work together there is going to be conflict.
And as some would be surprised, conflict is extremely healthy in
any kind of relationship. Our relationships actually deepen as a
result of conflict, if handled correctly.
- Name the problem. Consider this. What we often think
is the problem is actually not. The problem is typically a
bit deeper. When you fix the right problem, everything else
- Acknowledge personal contributions. Conflict occurs
between two or more people. Which means some how you
are part of the issue. Before approaching someone to settle
any conflict, be sure you know what role you’ve played,
what you need to change and possibly what you might
need to apologize for.
- Know what you want (what you really, really want). Looking to resolve conflict without a clear direction of
what your ideal outcome is wastes precious office time.
Having a resolution conversation without outcomes really
is just a gripe-fest and a waste of energy.
How Do You Work with a Friend?
One of the best things about a dental office is the kind of people
that work there. It’s no wonder team members often start out
friendly and turn into friends. As much as it can be great to work
with people you’re close to, there are cautionary lines to remember.
- Set boundaries. Clear, defined and unconditional boundaries
are necessary for friends to work well together. For
example: what to do Monday morning if a weekend spat
occurs, don’t show favoritism, (what you do for your friend
you do for all your teammates), etc.
- Hang with others. When at work, associate with other coworkers
more than each other. It builds over-all team
bonds, shows others you are committed to the team as a
whole and gives you the necessary break every friendship
needs to be successful.
- Stay professional. How you act, treat, communicate and
partner with other teammates is the same consideration
you show your friend. Under no circumstances should any
personal interactions happen that wouldn’t happen with
everyone. If professional lines are crossed, it’s time to go
back to the first point and set boundaries.
How Do You Work with Someone You Don’t Like?
It’s normal to have varying levels of like and dislike with the
people you work with. How you manage it and work together
in spite of it is the key.
- Know why. When you know why, you can do something
about it. Not doing something about it isn’t an option.
- Consider the whole person. Every person has something
that isn’t a likable element of their character. Every person.
To not like someone based on a select few traits is highly
judgmental and narrowed-minded. Dental teams are most
successful when they can articulate everyone’s strengths
and navigate everyone’s weaknesses.
- Move on. If there is someone who really pushes your buttons,
find a way to get over it. It’s not for you to fix them
or help them change. You not liking them is your issue,
not their issue.
Jen Butler, MEd, CPC, BCC, has been working in the area of stress management and resiliency coaching for more than 20 years. She is available
as a coach/consultant, speaker and trainer. To learn more about her services and sign up for her monthly stressLESS newsletter go to www.jenbutlercoaching.com. Take the Dental Stress Self-Assessment at www.jenbutlercoaching.com/quiz/ to find out your stress levels. Her partnership
with The Business Backer removes any financial barrier so you get the support you deserve. Go to www.thebusinessbacker.com/JenButler or contact
Jen Butler directly at 623-776-6715 for more information.