Dentaltown November 2022 - 59

" If you can't recognize your own shortcomings, the likelihood
of getting others to recognize and accept the truth about themselves
and change their behaviors is nil. ... Look in the mirror and be honest
about your own imperfect behaviors and shortcomings,
which may just be a lack of knowledge and skill in an area. "
Reframe how you think about confrontation.
Instead of a stressful conflict,
think of it as a technique for constructively
pointing out someone's behavior and the
related consequences. Instead of making
them feel they are doing something wrong,
explain the better way and the better outcomes
associated with it. In many cases, the
negative consequences are unrecognized
and unintended, so bringing a situation to
someone's attention can lead to behavior
change more easily than you might think.
A valuable life skill
If you want any part of your personal
or professional life to improve, you must
make changes that lead to better outcomes.
Developing the skill to effectively confront
people and issues will positively affect
every facet of your life. In fact, we coach
clients to build that skill in this order:
1. Learn to confront yourself.
If you can't recognize your own shortcomings,
the likelihood of getting others to
recognize and accept the truth about themselves
and change their behaviors is nil. As
the leader of your business and as a family
member, you must act with integrity. " Do as
I say, not as I do " is a double standard that
will limit your ability to effectively confront
issues and mold behavior change in others.
Look in the mirror and be honest
about your own imperfect behaviors and
shortcomings, which may just be a lack of
knowledge and skill in an area. Don't make
excuses, rationalize or blame others or circumstances.
This can be difficult for anyone,
which is why a good coaching process
is important; a great coach will keep you
focused on forward progress and ensure
accountability for the necessary changes
in your thinking and behaviors so you can
effectively lead others to do the same.
2. Learn to confront family members.
Confronting a need for change with
your family and friends may seem harder
than doing so with employees and patients,
because emotions often play a larger role
in intimate relationships. However, the
stressors in your personal life drain your
capacity to effectively confront the people
and issues in your professional life. That's
why we coach clients to get themselves
and their homes in order before focusing
on their offices.
3. Learn to confront your employees.
Employees rarely do things wrong
intentionally; after all, they depend on
their jobs. Most of the time, people don't
know they're doing something incorrectly
or that there's a better way. That's not a
shortcoming; it's a lack of awareness, training
and understanding the consequences.
Done right, you're not being combative
by bringing an issue to their attention-you're
training them on a better
way. Good people and those with potential
accept and want feedback and constructive
criticism so they have the opportunity
to improve. Use this as a technique to find
out who your best employees really are.
The alternative is to let undesirable
behaviors continue so long they become
habits, which are harder to change. The
negative consequences will likely worsen
through repetition, which often leads to
confrontation in its worst form because you
wait until you're exasperated. Or something
goes terribly wrong and seriously harms
the business so the issue can no longer be
ignored. This will likely make you lose your
temper rather than being an effective leader.
All of this can be prevented if you constructively
and proactively confront issues.
4. Learn to confront your patients.
You and your entire team need to
reframe your thinking about confrontation
as a positive influence with patients,
not a negative encounter. You, your
hygienists, treatment coordinators, financial
coordinators and schedulers should
all learn to interact with patients in a way
that achieves the best care for the patient
while also achieving practice goals. Constructively
point out behaviors and consequences
in terms that benefit the patient
during case presentations, financial conversations
and scheduling calls.
Trust but verify
Confronting an issue doesn't mean
it's fixed! Put processes in place so people
understand why the changes are necessary
and so you can verify whether the desired
behavior changes are sticking, negative
consequences are being eliminated and
results are improving.
* Have measurable goals that are clear,
written and well-communicated;
gain mutual commitment.
* Build accountability systems to
drive sustained behavior change.
Don't assume the changes will
continue long-term without periodic
reinforcement. Training is the best
example; don't assume if the team
Dentaltown November 2022

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