Drama has become a just a normal part of the day for many dental teams.  The dictionary defines drama as a situation or sequence of events that is highly emotional, tragic, or turbulent.  Drama starts to unfold when there is a difference of expectations or opinion on who, what, when, where, how or why something should be done.  It escalates when there are no clear standards in the practice on how to address these differences. 

This month’s newsletter is dedicated to setting Communication Standards to derail the drama in your practice. 

I often ask my audiences for a show of hands if they have established standards for communication for their practice.  A total of two people was the most I have ever had raise their hand.  We set ourselves up for communication failure when we don’t establish standards. Here is why.  We all come from such different backgrounds with unique and individual experiences.  Therefore, are expectations on what is appropriate and what is not is skewed by our personal experiences.  Our personal experience create our personal truths.  How we view and judge the world on what is right or wrong.  

We expect each other to think, act and respond the same. These false expectations get us into trouble when we think; others must behave in the same manner as we do or their behavior is wrong or another person’s behavior must mean the same as if we did that same behavior…and haven’t we all had an encounter with a brother, sister, parent, child, or spouse where there was disagreement because of a difference of opinion. These are all examples of expectations based on our personal truths.  Personal truths are why communication fails and drama starts to unfold.  We can derail the drama by establishing clear communication standards.  Communication Standards will eliminate the drama of who is right or wrong and clarify the standards for the practice.  Everyone on the team will have the same expectations.   

It is important to create Communication Standards that are specific to your team.  I would suggest to start by having a team meeting and ask for participation from the entire team.  How do they want to communicate in their work environment?  What do they feel they need from their co-workers to feel safe and comfortable communicating?  The following video is an interview with Kevin Henry in 2011 talking about my session on Drama at the AADOM Conference in Nashville.

Here are some examples of Communications Standards!

•           Listen

•           No Judgment of Criticism

•           Have a Thicker Skin – Be Approachable

•           Believe in Positive Intent – Give Benefit of a Doubt

•           Avoid Sarcasm

•           Be Respectful

•           Support a No Gossip Culture

•           Positive Tone & Body Language

•           Be Open Minded

•           No Buts

•           Be Understanding

•           Time & Space Appropriate – Avoid Fly Bys

•           Ask Don’t Assume

•           Address Issues Concerning Patients & Practice Not Personal

It is important to go deep enough to clarify what each standard means in words and actions.

For example, Have a Thicker Skin – Be Approachable; could mean:

•           We are open to listen to what others have to say.

•           We are willing to talk about even difficult issues as long as it pertains to the patients and the practice. 

•           We don’t act hurt or say that hurt my feelings to stop the conversation from happening.  

 Establishing Communication Standards with your team will help you derail the drama and create a happy, healthy and high performing office culture! 

Contact Judy Kay today if you would like to learn more about how she can help you derail the drama and raise the level of communication in your practice!