By Tara L. Menard, RDH, LSC
During these turbulent economic times, everyone is focused on job security. Some say that dental team positions are few and far between because of the economy, and others say the market is simply saturated. Either way, in order to find the right position or be valued for excellent work, we must understand what it takes to be an outstanding team member.
When we were first hired, we strove for excellence. But what happened after the first month or two? How long did we strive to be outstanding? Is there a secret quality of a peak performer that guarantees fair compensation and fulfillment in one’s career? No, there is not a single secret quality; however, there is a combination of the finest qualities. Outstanding team members have extremely high standards for themselves. They bring value to their patients, teams, communities, and practices.
Here are seven qualities of outstanding team members. Rate yourself and suggest that your fellow team members and dentist do the same. Then create an open and safe discussion during a team meeting that focuses on how the team can step up.
Provides outstanding patient care (Rate yourself on a scale of 1-10)
Yes, your team is concerned with providing the best care they can. Have you ever stopped to ask yourself what outstanding care really is?
Front office: How can the front office provide outstanding care? Do they take ownership in patient care from the time of arrival until the handoff to the back? Do they ask for updates? If the patient has to wait, do they ask the back office how much longer it will be without the patient having to ask them to? Do they acknowledge patients standing at the front desk, even when they are on the phone?
Assistants: As an assistant, do you converse with your patients? Do you educate patients concerning the importance of following through with incomplete treatment plans?
Hygienists: Do they see their job as more than reviewing a medical history, performing an oral cancer exam, a “prophy,” necessary radiographs, and oral hygiene instruction? Is outstanding care the typical 45-minute appointment? No, that is a good start to the minimum standard of care.
Dentists: Does the dentist truly listen to patients, or is he or she “diagnosing the wallet”? Does the dentist hold back treatment recommendations based on wants and needs because of fears of what the patient can afford? When does conservative treatment become supervised neglect? Outstanding is beyond great. This is where the dentist deepens the understanding of patient needs and wants. It is identifying their values and beliefs surrounding dentistry, oral health, and overall health. It means educating patients about all options. Dentists should support patients in making educated decisions for the best course of treatment for disease prevention and treatment of current conditions. Outstanding patient care means putting aside personal beliefs regarding what the patient can or can’t afford. It means providing outstanding health care with a full menu of service based on the latest evidence-based research. Lastly, it comes down to understanding where the patient is by being empathetic and compassionate while delivering exceptional clinical services.
Possesses a winning attitude (Rate yourself on a scale of 1-10)
What is attitude? Attitude is your thoughts, feelings, and actions all rolled up in one. Your thoughts ultimately dictate whether your feelings are positive or negative, and this in turn affects your behavior. Your behavior affects others, for good or bad, both in and out of the office. Do you enjoy what you are doing? Do you love to go to the office each day? There are those team members who are the movers and shakers in the office. They seem to go from one accomplishment to the next without missing a beat. This is a matter of choosing a winning attitude. Dorothea Brand once said, “Act as if it were impossible to fail.” You can choose your thoughts each day, so be aware of what you choose to focus on. By actively choosing winning thoughts, you will allow other positive people and circumstances into your daily work. Show up with a “whatever it takes” attitude to make it an outstanding day.
Does more than paid for (Rate yourself on a scale of 1-10)
Life responds to deserve and not to need. It doesn’t say, “If you need, you will reap.” It says, “If you plant, you will reap.” The guy says, “I really need to reap.” Then you really need to plant. — Jim Rohn
Do you go the extra mile for your employer, coworkers, or patients? Do you give more than your employer expects? Why should you do more? In order to really excel and be indispensable, you must trust that at some point in your career you will reap the rewards. When a hygienist calls in sick, do you volunteer to stay late or work through lunch to accommodate patients? When an undesired “job” in the office must be done, do you complain that you have to do it? Instead of focusing on how you can get more compensation, focus on how you can give more to the patients, practice, and team.
Becomes an astute business partner (Rate yourself on a scale of 1-10)
Take on the attitude that you’re a business partner to the doctor, and everything will change. Remember that it is a business, and the decisions made by the doctor ultimately affect the practice, patients, and team. Ask some key questions, such as if this were my business, what qualities would I like in staff? How can I bring more patients to our office? How can I help my practice stand out? Educate yourself regarding what responsibilities the doctor has in order to keep his/her dental business profitable. Understand the doctor’s financial pressures and primary frustrations about the hygiene department. Be willing to reach production goals and offer patient care with a variety of dental hygiene services. Be willing as a dental assistant to discuss elective cosmetic procedures. Become a department leader by guiding and leading the rest of the team to grow and contribute to the vision of the practice.
Is committed to kaizen (Rate yourself on a scale of 1-10)
Kaizen is the Japanese word for constant and never-ending improvement. Adopt this word and make it your personal mantra in the practice. Ask yourself, how can I do this better? How can I add more value? The world of dentistry is continuously evolving with new evidence-based research, technologies, and techniques. Improvement is essential in order to remain valuable within the practice. Personal and professional growth is a MUST! Decide what you would like to improve and create a plan of small action steps. Improve your clinical skills, expand your knowledge base, learn something new, and bring it to the office to share. Attend seminars and workshops with a willingness to grow and expand. Do it on your own and surprise your employer by NOT asking to be compensated for it. The more the team grows, the more the practice grows.
Is a team player (Rate yourself on a scale of 1-10)
What does it mean to really be a team player? We have the ability to contribute and make a difference in each other’s lives. Deep down inside we all want to be part of a team. An outstanding team constantly challenges one another to become more than each individual can become on his or her own. True happiness at work and life is finding something bigger than ourselves. When we add value to our teammates by inspiring them to be more successful, it will come back to us tenfold. Support your team by supporting the purpose, vision, and goals of the practice. Have pure motives without hidden agendas. Build relationships with integrity and believe in and take care of your team.
Lives the Golden Rule (Rate yourself on a scale of 1-10)
What is the Golden Rule? It simply states, treat others as you would like to be treated. In other words, take a walk in their shoes. Ultimately, this leads to your happiness. Let’s say you go the extra mile for your coworkers. Obviously, those kind actions will be good for those you help, but you’ll also notice something strange happening. People will treat you better, and you’ll have a greater satisfaction. This comes from knowing that you’re a good person. Living the Golden Rule on a day-to-day basis will make you a better person, make those around you happier, and make the practice a better place to work. Practice empathy with your employer, coworkers, and patients. Make it a habit to put yourself in the other person’s shoes and ask what it is like to be them, what they are going through, and what else their actions could mean. Once you grasp what it is like to be the other person and understand what they are going through, learn to be compassionate. What small action can you take to ease their pain or suffering? That’s practicing compassion for another person. Have a pleasing attitude by being friendly, kind, courteous, and listening with the intent to understand.
In conclusion, evaluate where you are currently by reflecting upon each area, and then rate yourself, with 1 being mediocre and 10 being outstanding. Be honest with yourself. In order to know where you are going, you first must know where you are presently. Once identified, ask how you can improve and start taking small, incremental steps to close the gap of where you are and where you want to be. Begin by writing short-term goals and monitoring your results. Do you want to be a paycheck collector or a peak performer? Strive to be above 10 — that is where extraordinary lives!
Score 1-3 means you are just there to collect a paycheck. You clock in and clock out without necessarily adding great value to your day in the office. You may even find it hard to go in to work each day. You’re in the office to put your time in until retirement age. You may be worried in the back of your mind about whether or not your hours will be cut.
Score 4-7 means you have the potential to be outstanding or a peak performer, but you think you are entitled to be paid more to do more. Some days you are motivated to raise your standards, but many times you may find yourself complaining about the way things are instead of finding a solution to make things better. You may blame others about your job security in the office.
Score 7-10 means you are a peak performer and outstanding in your daily performance. You bring more value to the office every day than what you expect in return. You are self-motivating and driven to be outstanding in your work. You have the “I will do it, and how can I help to make this better” attitude. Your reward comes from knowing that you did the best you could today. Your actions speak louder than words, and because of this, you are confident in your job security.
Author bio
Tara L. Menard, RDH, LSC©, is an independent LifeSuccess consultant and business partner of Bob Proctor. She is the principal and co-owner of Growth Point, a consulting company, and is a practicing dental hygienist. Ms. Menard helps dental hygienists, dentists, and individuals become their best and learn to rely on and believe in their unlimited potential and personal power. With more than 22 years of experience in dentistry, she delivers speaking programs, a variety of in-person seminars, workshops, and one-on-one coaching programs, in-office consulting, and Mastermind groups. To contact Ms. Menard, e-mail her at [email protected] or call (401) 413-0465. Visit her Web site at http://taramenard.lifesuccessconsultants.com.