Criticize the Behavior – Not the Personby Dr. Ron Arndt
As THE DENTAL COACH©, I visit my client’s dental practices around the country throughout the year. As one of my services, I coach team members privately at this time. I sure do hear a lot of complaints. One that I hear frequently is that the doctor regularly “corrects” behaviors in front of patients, in an attacking-tone.
I want to shout: This behavior really screws up the team morale! When you do this to your team members, kiss production and profitability good-bye!
When there is a problem in your office, follow these three action steps:
- Set up a time to speak to the staff member privately. Not only does this prevent any embarrassment to the staff member, but it gives you time to “cool down.”
- Start off with a compliment about something – anything – that they’ve handled well recently.
- Criticize the behavior, rather than the staff member. Employees are more receptive to learning when you focus on what they did, rather than who they are.