Culture Camp Archives - Practice Solutions Blog Practice Solutions Blog

November 1, 2023

We Have an Awesome Culture…Except For This One Person!

Filed under: Accountability,Attitude,Behavior,cohesivness,collaboration,Communication,Culture,Culture Camp,Energy,Performance,Respect,Toxic Performer,Trust,Uncategorized — Tags: attitude, communication, conflict resolution, Dental Team Performance, Judy Kay Mausolf, performance, practice management, Practice Solutions Inc, team building — Judy Kay Mausolf @ 6:14 am

I have the privilege of facilitating Rise & Shine Culture Camps for dental teams nationwide! The Culture Camp is focused on co-creating a happier, healthier, and higher performing service culture!

I often hear the statement, “Judy Kay we have an awesome culture except for just this one person! BUT, they are really good at their job and with patients. However, not so good with their team!” It’s often followed by a statement of reassurance that the same behavior would never be tolerated with their patients. As if the double standard makes it the toxic behavior to the team somehow more acceptable.

Unaddressed toxic behaviors will quickly multiply and result in a toxic performer. A toxic performer is a team member who excels at their job and is toxic to their co-workers! They are often told they are the best assistant or best hygienist etc. and start to consider themselves indispensable. They have a Jekyll and Hyde behavior. Doctors and managers make excuses for the toxic behaviors. They allow/accept it as a tradeoff for skills and work performance. I often hear doctors say, “I know Susie is difficult to work with. We have even lost a few good team members because of her. However, she is so good with our patients. No one can do her job like she does. If she ever treated patients like that, of course she would be gone!” Excusing and justifying the negative behavior is what empowers toxic performers to continue them. Left unchecked theses negative behaviors will continue to escalate. What is not addressed will be deemed as acceptable by the toxic performer and the rest of the team. Team turnover will rise as a result.

One simple standard can change the health of the practice culture. “The team must treat each other as well as they treat their patients!” No exclusions and no exceptions or they are choosing to no longer be a part of the team regardless of their skills. That is assuming there is a high standard of patient service and care. Two great filter questions a team member can ask themselves:

Would I say this to a patient? (If not, how could I say it?)
Would I act this way towards a patient? (If not, how would I act?)

Asking these filtering questions before speaking or acting will alleviate toxic behavior. Well, that is unless negative behaviors are allowed/accepted towards patients.

Toxic performers will often ignore standards as they feel they don’t apply to them. They have their own agenda due to their domination and control issues. They dominate others to maintain control which they believe builds job security. Toxic performers are also emotional reactors. They are not in control of their emotions; anger quickly and lash out instead of taking time to understand. They may even pride themselves on being direct when in truth their reaction is instead brusque. They excuse their directness as they have a superiority complex which promotes treating others as inferior. They believe they are mentally, economically, socially, racially, or physically superior. Their beliefs lead to lack of empathy and justification of dehumanizing actions.

If the toxic performer chooses to continue their negative behaviors, they can no longer invited to be a part of the team.

Let’s address the elephant in the room! But what if it is the doctor who is the toxic performer? Have a one-on-one conversation with your doctor. Never approach as an entire team or the doctor may feel ganged up on. Always come from a mindset of care and concern not judgement and criticism. Give them the benefit of the doubt. They may not be aware of how their behavior negatively affects you. Doctors aren’t necessarily innate leaders. However, they can become one. It’s time for you to make a choice if your doctor chooses to continue their toxic behaviors.

Say bye, bye to toxic behaviors to work in a happier, healthier, and higher performing practice culture!

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August 1, 2023

Four Cornerstones to Strengthen Teamwork!

I love this quote by Phil Jackson; “The strength of the team is each individual. The strength of each member is the team!”

Here are four cornerstones to strengthen teamwork!

TRUST

CORE VALUES

COMMUNICATION

CLEAR ROLES

Trust

Trust is a cornerstone of happy, healthy, and high performing teamwork! The dictionary defines trust as instinctive unquestioning belief in and reliance upon something. The trust I am suggesting is not one of blind faith but instead one of confidence! Confident trust is based on consistency! Consistency of good reasons to trust based on significant past evidence and experiences.

Some examples of a low trust:

• Difficulty getting the team on board and willing to follow their lead

• Not keeping the team in the loop with details that pertain to the patients, team and practice

• Adding rules or steps for everyone to compensate for the inadequacies of a few

• Extra staff to cover for lack of accountability with a specific team member

• Redundant systems and processes

Together as a team create your list of Trust Agreements.

• Be transparent by keeping everyone in the loop

• Be consistent with daily tasks

• Address questions or concerns with only the source

• Help when you see help is needed

• Ask for help when help is needed

• Do what you say you will do when you say you will

• Don’t gossip and stop gossip

• Tell the truth using compassionate words and tone

• Don’t be late or absent for trivial reasons

Core Values

Healthy team cultures rely on clear and consistent core values. They will help guide the team’s attitude, behavior, and communication. It’s very difficult to get others to follow our lead if we don’t even know who we are and what we stand for. Owner doctors, what 4 adjectives in order of priority describe your core values? Email JudyKay@PracticeSolutionsInc.net for a sample list.

They are important for the entire team to know and understand as they will help guide making decisions. Defining the core values will help avoid the distractions of the daily mundane and other people’s shoulds. They will also establish a strategy for how to show up every day. Core values become a blueprint on teamwork expectations. Every action, attitude or conversation is to be examined before proceeding. Does this action, attitude or conversation support the core values?

Clear Communication

Healthy team cultures are built on open and honest communication. Doctor to doctor, doctor to team, team to team and team to doctor. Clear communication, conveyed through defined channels, is critical for teamwork. Larger and multi-location practices will benefit greatly by creating and following a clear and consistent communication flow chart. The flow chart will define who goes to who, when and how. Positive and honest feedback will build trust and create clarity.

Encourage team members to ask questions, address concerns, as well as discuss processes and procedures. There are so many moving parts in a dental practice. Chaos and discord will arise without ongoing clear and compassionate communication. Together as a team create your list of Communication Agreements.

Clear Roles

Everyone on the team needs to understand their role and responsibilities that contribute to the team’s success. It is important for every team member to become proficient at their role as well as cross trained to help support their co-workers. Cross-training also helps create an awareness of their co-workers’ responsibilities and lessens judgment.

Every team will experience ups and downs with staffing. Putting untrained or inexperienced people in roles will lead to frustration, stress, accidents, and mistakes. Sustaining successful teamwork requires a commitment to ongoing training. Establish clear training expectations for new hires that include specific weekly and monthly goals. There will be times that training will take a priority over productivity. Investing in training time on the front end will reap quicker quality results on the back end.

Cultivate the four cornerstones, trust, core values, clear communication, clear roles, in your practice and you will harvest happy, healthy, and high performing teamwork!

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July 1, 2023

Get Happier! Part 2

Happiness is not just feel good, nice to have, fluff stuff. When we feel happier more often, we entirely change our beliefs about our world, what we can achieve, and ourselves. Harvard and Mayo Clinic research supports that the happier we are, the more successful, more intelligent, more creative, more productive and healthier we will be.

Here are the final two of four strategies to create a happier culture.

Smile Power

We get happier and make others happier when we smile. Smile energy is extremely powerful and wide spreading. A smile instantly creates positive energy in the environment and uplifts the mindsets of the giver, the receiver, and everyone in the vicinity. People want to spend time around people that make them feel better. Smiles are contagious.

A simple smile can change how you and everyone around you feels. Try to think of something negative and keep smiling. It is very difficult to do. When you smile, your body recognizes it as a positive body pattern and sends a message to you that everything is okay, and that life is great. Smiling changes our mood. When you’re feeling sad, or stressed, start smiling and you will feel instantly better.

Smile when you don’t feel well to improve your health. A smile can boost your immune system by improving your general feelings of well-being. Smiling makes you feel more relaxed which reduces your blood pressure and feelings of stress. People who smile live an average of seven years longer than people who do not. Get happier and live longer by smiling often every day!

Action Plan – Smile Power

Make eye contact.
Smile genuinely.
Don’t worry about their response and whether they smile back or not. It’s not important.

Laughter Power

We get happier when we laugh more often. Add a regular dose of laughter to every day and you will not only be happier, you will also be healthier! However, it is not always so easy to do. We get so busy that we focus only on getting the job done. We don’t slow down enough to take time to laugh. We need to add laughter to our list of daily priorities!

Laughter triggers healthy physical changes in the body. A good, hearty laugh:

Relieves physical tension and stress, leaving your muscles relaxed for up to an additional 45 minutes
Boosts the immune system
Decreases stress hormones
Triggers the release of endorphins, the body’s natural feel-good chemicals.
Improves the function of blood vessels and increases blood flow, which can protect you against a heart attack and other cardiovascular problems

Think about it. When was the last time you had a hearty laugh? No, I am not talking about a little chuckle. I am talking about a throw your head back, side holding, tears streaming, almost wet your pants laugh! You don’t need to have a sense of humor, be happy or have any reason to laugh. Just laugh for the sake of laughing!

Action Plan – Laughter Power

Fake it until you feel it.
Schedule time to practice laughing every day.
Surround yourself with people and things that make you laugh.

The more you practice laughing, the better you will become and the happier you will feel!

Implement the four strategies to get happier, Focus Power, Choice Power, Smile Power, and Laughter Power and you will get happier!

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June 1, 2023

Get Happier! Part 1

Filed under: Affirmations,Appreciation,Attitude,Behavior,celebration,cohesivness,Communication,Conflict Resolution,Culture,Culture Camp,Decision Making,Eggshells,Elephants,Energy,Fear,Focus,gratitude,Habit,Happy,Inspiration,Judy Kay Mausolf,Mindful Talk,Mindset,Motivation,Orange Energy,Performance,Positive Psychology,Positive Thought,Practice Solutions Inc,Relationships,Rise & Shine,Smile & Shine,Strategy,Stress,Stress Monsters,TA-DAH,Team Building,Team Relationships,thought leader,Toxic Performer,Uncategorized — Tags: appreciation, attitude, change, communication, conflict resolution, Decision making, dental Practice Management, Dental Team Performance, drama, energy, focus, Habits, Judy Kay Mausolf, performance, positive energy, practice management, Practice Solutions Inc, purpose, show your shine, team building, Thoughts — Judy Kay Mausolf @ 12:11 pm

Get happy! Fame, money, stuff, or even other people can’t make us happy. Just look at all the famous and wealthy people who are miserable. Happiness doesn’t have anything to do with what we have, where we’ve been, or who we are. Happiness comes from within. We are happy when we choose to be happy. We have a choice: to enjoy our lives or to find fault. We truly do write our own stories of happiness.

“Every moment you make a choice of what you want to keep, and what you want to let go of…and that’s how you write your story!” ~ Judy Kay Mausolf

Here are the first two of four strategies to get happier!

Focus Power!

We get happier when we change our focus to positive. You can be happy even when life seems difficult. Here is the big secret about staying happy and positive in difficult times. It does not take any superpowers or anything special. It is simply a clear understanding of the power of focus.

“Our focus creates our attitude.” ~ Judy Kay Mausolf

Our attitude is a learned behavior. Having a positive attitude is a skill. If you focus on the positive, you will have a positive attitude. If you focus on the negative, you will have a negative attitude. When you hear people say they are in a bad mood, it is because they choose to linger in the negative emotions. The physical part of any emotion only lasts thirty seconds or less. Any emotion after thirty seconds comes from hanging on to the emotion. Woe is me people, or what I refer to as wallowers, choose to be victims of their emotions. They wallow in them like a mud bath and tell everyone how miserable they are in hopes of eliciting sympathy. They actually enjoy the drama and negative emotions.

The science behind the thirty seconds of emotion pertains to fight or flight. Our immediate responses to negative or positive emotional stimuli are the result of a chemical reaction in our brains. Responses such as a rush of adrenaline lump in our throats, being out of breath, a dry mouth, sweat running down our backs, faces turning red, nervous laughter, flailing, and kicking, and tears welling up in our eyes – these responses happen in the first five seconds. In the next 25 seconds, we battle to take control of our bodies. It is best not to suppress nor deny the emotion, but to let ourselves feel it, observe the physical effect on us, mentally step aside from it, and let it go.

We can choose not to be negative, angry, hurt, stressed, frustrated, grumpy or whatever. It is always our choice. Instead, focus on finding a solution and a reason to be happy and feel good in every situation.

Action Plan – Focus Power:

Here are action steps to achieve Focus Power:

Whenever you feel stressed and, in the fight, or flight zone, breathe deeply and count to ten, slowly for thirty seconds.
Feel and observe the physical reaction and then let it go.
Identify three positives in the situation. Even in the most horrific circumstances there are positives.
Shift your focus from what is negative or missing to what is positive and present.
Spend 10% of your time focused on the problem and 90% on the solution.

Choice Power

We get happier when we choose to be happier. Have you ever thought, “I was in great mood until “___________” happened”? When we allow “___________” (whatever the blank is at the moment) to affect how we feel, we are in essence relinquishing our power and allowing circumstances to control our emotions. If we allow our circumstances to control our emotions, we become a victim of our circumstances. The truth is that circumstances don’t dictate how we feel – we do! It is always our choice!

“Happiness is always our choice!” ~ Judy Kay Mausolf

Action Plan ~ Choice Power

Wake up.
Affirm it is going to be an awesome day.
Choose to be positive regardless of how you feel.
Choose words and actions that have a positive impact.

Implement the first two strategies and you will get happier! Tune in next month to learn the about strategy three and four to get happier!

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May 1, 2023

Stop Walking On Eggshells!

I have the privilege of working with dental teams nationwide to help them co-create a happier, healthier, and higher performing culture. There are so many moving parts in a routine dental practice’s day. The schedule, among other things, doesn’t always happen as planned. There are even some days when it feels as if the wheels may have fallen off. We need to as a team be able openly discuss what is working and what is not. The obstacles are the eggshells that get in the way.

What are eggshells? Eggshells are the fragile feelings that arise when we try to resolve a conflict with another. These fragile feelings are a result of what we perceive based on our past personal experiences and not necessarily the other person’s intent. Some of the fragile feelings I am referring to are fear, anger, judgment, retaliation, desire to be liked, insecurity, nothing changes, peer pressure, hurt feelings, disrespect, it’s not nice, or it’s not my problem.

These eggshells stop many of us from addressing the elephants (the unstated issues or concerns) in the room. We create barriers between each other by laying our eggshells all around ourselves and worrying about stepping on those that others have laid around themselves. We believe if we talk about what is not working or what is a problem or a concern we will step on their eggshells. Almost everything becomes too uncomfortable or off-limits to discuss. So, we don’t! Instead, we just keep everything inside to avoid the eggshells and the practice culture deteriorates. The chance to make good things happen, (better results, better relationships, and more responsibility) disappears. What appears instead is a herd of elephants. Everyone knows they are there and yet no one will talk about them for fear of stepping on an eggshell.

The problem is, if we don’t discuss the issues as they happen, they don’t go away. Instead, the issues become elephants and the herd continues to grow until it takes over the entire practice. We end up tiptoeing around each other’s eggshells and pretending the elephants don’t exist. Or gossip grows out of frustration. Communication between team members becomes emotionally charged. The conflicts continue to grow; resolution becomes almost impossible. The practice culture becomes stressful and negative. This emotional stress and negative environment can drive even the best of team members to leave the practice!

To overcome the eggshells, we need to first acknowledge they exist. Have a team meeting to talk about the eggshells in the office. Have each team member identify which eggshells they surround themselves with most often. I recently held a team meeting where each team member identified their eggshells. There was a variety of answers; desire to be liked, hurt feelings, judgment, criticism, retaliation, and nothing ever changes. They differ for each team member because of their past experiences.

Once the eggshells have been identified, discuss the importance of talking about issues as they happen regardless of their existence. This proactive communication helps to prevent and remove the elephants from the room. Reinforce the message; we are all working together towards the same goal of a healthy, happy, and high performing practice culture. To accomplish this, we must give each other a break and believe that our other team members’ intents are good. We need to talk about the issues even if talking about issues creates eggshells like hurt feelings, judgment, or criticism.

We need to stop assuming we know what someone meant by their actions or words or the way they said something. Sometimes even what they say or the words they use can mean something different than what we believe them to mean. Approach with care and concern to help relieve tension and avoid defensiveness. Respectfully ask questions until you understand the other person’s true intent. Here are two questions I recommend based on issue.

I am not quite sure what you mean, please tell me more.
I am not quite sure what happened, please tell me more.

Once we understand each other’s intent our trust grows, and it becomes easier to talk about the issues and resolve conflict. Resolving conflict as it occurs will help to prevent elephants and promote a happy, healthy, high performing team environment.

Be a good egg; approach and be approachable!

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December 1, 2022

Me Destroys We!

I have the privilege of working with dental teams nationwide through my teambuilding Culture Camps! They are customized to meet the unique and specific needs of the practice and vary greatly in each office. However, every Culture Camp starts with a meeting on the first night with the leadership team. I start with them because everything begins and ends with their leadership. It’s what leaders do, allow, or accept that cultivates the culture. If the leadership team is not aligned and cohesive it will be difficult to get the team aligned and cohesive.

I spend the first evening getting to know and building a relationship with the leadership team. We discuss their goals and obstacles with the practice, team, and each other. I refer to the leadership team as the “we team”! I call them the “we team” because leaders need to think as we instead of as me. We thinking” cultivates alignment and cohesion. When leaders are aligned and cohesive, they communicate and work together better which produces a happier, healthier, and higher performing practice culture.

One of the pitfalls I observe especially in high producing practices is discord amongst the leadership team. Often the more successful a practice is the more strife there seems to be between the leadership team. Success often inflames egos. It is dangerous when we allow success to go to our head. When it does, our ego takes over and we feel entitled. Entitlement changes our mindset from we to me. “Me destroys we!”

Me creates an exaggerated pride, overwhelming self-confidence, and contempt for others. Taken to extreme it can become the acquired personality disorder “hubris syndrome.” Scientific research defines it as a “disorder of the possession of power, particularly power which has been associated with overwhelming success, held for a period of years.”

There is a difference between a healthy ego and an unhealthy one. Healthy egos are good and needed to succeed. When meeting and assessing the leadership team, I look for signs of an unhealthy ego that may undermine alignment, cohesiveness, and even greater success.

Here are some of the most common sabotaging beliefs. Consider your own thinking and see if you might need to readjust your viewpoint.

I am the owner doctor, and I can do what I want.
I am entitled to do what I want because I am the biggest producer.
I only support my decisions because I have the most knowledge.
I can never show when I am unsure or don’t know the answer or it will make me look stupid.
I can’t admit to mistakes, or it will make me look weak.
I will deflect and criticize others when I am challenged to not lose face.

An unhealthy ego narrows our perception and corrupts our behavior, often causing us to act against our core values. When we believe we’re are the only one responsible for our success, we tend to be disrespectful, selfish, and unkind. After all, we don’t need anyone else, and others are replaceable! This is especially true in challenging situations. An unhealthy ego is like a wall that stops us from learning from our failures. Our past success left unchecked can sabotage our future success!

An unhealthy ego looks for information that confirms what it wants to believe. It makes us believe we are always right. We only see and hear things our way. We become susceptible like the emperor in the folktale The Emperor’s New Clothes!”

The result, we alienate the people we lead, the culture, and ultimately the patients. I love the quote “Ego is a three-letter word that can destroy a big twelve-letter word called Relationship!” We have all heard about great bands who had amazing success only to break up because of unhealthy egos. They became a me instead of a “We”. Their ego created me entitlement. Me entitlement ended their relationship and sabotaged their future success as a band!

Healthy egos are good and needed to succeed. A healthy ego is confident and decisive. Yet, they know that there is more than just one way. They know they aren’t always right. They encourage open dialogue and are open to feedback. They will support what is in the best interests of the practice, patients, and team (also referring doctors if they are a specialty practice).

Behaviors of a healthy leadership ego are:

They are determined to make a difference.
They know their why (sense of purpose).
They are self-confident and secure.
They are aware of their weaknesses and are comfortable in their skin.
They reflect instead of deflect.
They are approachable, open, and honest.
They keep things in perspective.
They admit when they are wrong.
They allow themselves to be vulnerable.
They are genuine and don’t pretend to be something they are not.
They are tolerant of people who have different views.
They are willing to listen and accept feedback.
They empower others to step up.

No one is perfect, and our ego will get the best of us at times. Being open to feedback from our co-leaders, team members, and using a coach who can observe and advise are great ways to become a more aligned and cohesive “We”!

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September 29, 2022

5 Strategies That Cultivate Positive Change!

Filed under: Accountability,Attitude,Behavior,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,Culture,Culture Camp,Decision Making,Dental Practice Management,Energy,Fear,Focus,Implementation,Judy Kay Mausolf,Leadership,Meetings,Mindset,Motivation,Patient Focused Practice,Performance,Positive Psychology,Practice Solutions Inc,Practice Time,Relationships,Respect,Strategy,Stress,Success,Sustainability,Team Building,Team Meetings,Team Relationships,Toxic Performer,Trust,Trust,Uncategorized — Tags: attitude, change, Coaching, communication, conflict resolution, Culture, Decision making, Dental Coaching, dental management, dental Practice Management, Dental Team Performance, energy, experience, focus, Judy Kay Mausolf, leadership, performance, positive energy, practice management, Practice Solutions Inc, show your shine, success, team, value — Judy Kay Mausolf @ 6:35 am

I help dental teams nationwide successfully embrace change. This message is dedicated to learning how to cultivate a culture where change can be a more positive, successful, and sustainable experience! Change requires us to have courage to face our fear of the unpredictable unknown! Regardless of how dysfunctional, unhappy, unproductive, or toxic the current culture maybe it often feels safer to keep the status quo. The known almost always feels safer than the unknown. That is why the value of the change must be clear to those expected to make the change. It is important for the value and benefits of change to rate an 8 or above on a scale of 1 to 10 with 10 being high. Otherwise, the chance for the change to be sustained is limited.

“Change starts in our mind!”

I facilitate Culture Camps nationwide. I have found 5 consistent strategies that cultivate positive change!

Trust in leadership
Clear and consistent message
Structured plan
Adequate training and practice time
Realistic workload

Number 1! Trust in the leadership. If the team members trust their leader(s) they will be more willing to step into the unpredictable unknown. Leaders can build trust by embodying the following traits:

Model the waddle is the number one leadership principle – in other words lead by example
Aligned leadership – Have a clear and consistent direction
Be transparent and keep the team in the loop as much as possible
Be open to suggestions and feedback
Address any obstacles, fears, or concerns the team may have in open communication

Number 2! Communicate a clear and consistent message. Set your team up to succeed by communicating the change clearly and concisely. I suggest the following communication process:

Clarify expectations
Ask questions to make sure everyone understands
Write objective down in bullet points if more than a couple of things
Set realistic expectations for completion time and date
For more involved or longer tasks schedule a check in

Number 3! Develop a well-structured plan. If you want the team to embrace a change, ask for their suggestions and feedback on how to implement the change. If you want the team to have ownership, give them authorship as well. A well-structured plan is well thought out and clearly defined. I teach teams the R.I.S.E. Implementation Process to help them work together to create a well-structured plan. R.I.S.E. is an acronym for Review, Implement, Sustain and Evaluate. Email me at JudyKay@PracticeSolutionsInc.net and request R.I.S.E. Process White page.

Number 4! Schedule appropriate and adequate training and practice time. I have found that the most positive and successful changes happen when the team has time to train and practice. Team meetings are the perfect opportunity for training and practice time.

Number 5! Be realistic with workload expectations. It will be very difficult to get the team excited about embracing something new if they already feel swamped and are consistently running behind. It is important to evaluate if there is enough time, money and people to implement the change successfully. Even the most committed employees will become resistant to change if they are consistently overwhelmed.

Implementing these 5 strategies will help you cultivate positive change!

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September 1, 2022

A Code of Commitments!

Filed under: Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,Criticism,Culture,Culture Camp,Decision Making,Dental Practice Management,Energy,Fear,Focus,Habit,Happy,Implementation,Judy Kay Mausolf,Leadership,Meetings,Mindset,Patient Focused Practice,Performance,Positive Thought,Relationships,Respect,Strategy,Stress,Success,Sustainability,Team Building,Team Relationships,Toxic Performer,Trust,Trust,Uncategorized — Tags: attitude, change, communication, conflict resolution, Culture, Decision making, dental management, dental Practice Management, Dental Team Performance, drama, Habits, Judy Kay Mausolf, leadership, practice management, Practice Solutions Inc, show your shine, success, team building, Thoughts — Judy Kay Mausolf @ 6:13 am

Even the best of us can lose our way in all the noise and hubbub of the day-to-day stresses! Establishing a Code of Commitments for the practice will help the entire team keep on track…even in stressful situations when the wheels fall off!

A Code of Commitments is about having a preplanned game plan on how to react. Behaviorally, that means testing decisions and planned reactions for “integrity” that support the core values before implementing them.

Here are 4 questions to help you create your own code of conduct:

Is it legal?
Is it ethical?
Does it align with the practice core values?
Does it support each other and the patients?

I suggest a team meeting (4 hours minimal) to establish a Code of Commitments for the practice. Start the meeting by reviewing the practice’s 4 core values. Owner doctors you will need to have established 4 core values in order of priority. All owner doctors must support the same 4 core values. Ask the entire team to share how, when and where they feel the Core Values are not being supported.

Utilize a large easel pad and markers to write down all the concerns being shared. Discuss the breakdowns that are happening. What current attitudes and behaviors support the Core Values? What current attitudes and behaviors need changing to support the Core Values? The behaviors you list that support as well as the necessary changes become your new Code of Commitments!

It is very important for the We Team (leadership team) to lead by example on whatever is established as the Code of Commitments.

Here is an example of a Code of Commitments.

Model the waddle you want to see
Set and maintain high standards – no double standards
Support a no gossip culture
Communicate openly, honestly, and respectfully
Treat each other as well as you treat your patients
Resolve conflict by going to the source the same day if possible
Take ownership, follow through, and be accountable for your mistakes
Support each other and help each other succeed
Hold each other accountable to the practice’s standards for behavior, communication, attitude, and service!

Having a Code of Commitments will empower the entire team to interact with patients and each other with integrity!

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August 1, 2022

Three Reasons Why Incentives Don’t Motivate or Change Behavior!

Filed under: Accountability,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Culture Camp,Decision Making,Dental Practice Management,Energy,Focus,Goals,gratitude,Habit,Implementation,Incentives,Inspiration,Judy Kay Mausolf,Leadership,Meetings,Mindful Talk,Mindset,Performance,Positive Psychology,Practice Solutions Inc,Relationships,Respect,Strategy,Stress,Success,Sustainability,Team Building,Team Relationships,Trust,Trust,Uncategorized — Tags: attitude, change, Coaching, communication, conflict resolution, Decision making, Dental Coaching, dental management, dental Practice Management, Dental Team Performance, drama, experience, Habits, Incentive, Judy Kay Mausolf, leadership, Manager, performance, positive energy, practice management, Practice Solutions Inc, show your shine, success, sustain, team building, value — Judy Kay Mausolf @ 6:00 am

Do incentives work? This is the question that I am consistently asked. I have seen many different incentive strategies with little to no positive outcome. It is disheartening when dentists tell me they gave their team money, gifts, or trips and didn’t receive even a simple thank you. Yet when I talk to the team, they say they are very appreciative and yet confused. They are not sure if it is a reward or an incentive with expectations to change something. An open conversation will go a long way in creating clarity as well as create an opportunity to express appreciation.

There is a vast difference between an incentive and a reward. Incentives have attached expectations to motivate and improve behavior or performance. An incentive is in essence an enticement to change something. A reward is simply a thank you for past performance without any strings attached. Incentives have future expectations attached to them and rewards do not.

Dentists and managers don’t often determine if they are offering and incentive or a reward. They give to the team with little or no explanation. Therefore, the team is unsure as well. What is the motivation for giving the incentive? Knowing whether it is an incentive, or a reward will make a big difference on your expectations and how you perceive your team’s response.

I have had the privilege of working with dental teams since the early 80’s first as a manager and now as a culture coach. I have yet to see where incentives have created any long-term change. The sad truth is that incentives don’t generate sustained motivation or changes in behavior. Any expectation of an incentive increasing and sustaining motivation and performance will disappoint.

The assumption that incentives work is prevalent, but growing evidence supports the opposite. According to numerous studies in workplaces, classrooms, and other settings, rewards typically undermine the very processes they are intended to enhance.

So back to the question…do incentives work? The answer depends on what we mean by “work.” Research suggests that incentives succeed at only temporary compliance. When it comes to producing lasting change in attitudes and behavior, however, incentives, like punishment, are ineffective. “Incentives are like throwing sticky balls at a wall and hoping they will stick.”

Here are three reasons why incentives don’t work.

1 – The first time you give something it is a surprise and greatly appreciated. However, it is human nature that once we receive something we expect it again.

2 – Incentives can feel like a manipulation similar to punishment. “Do this and you get that! or do this or this will happen!” In the case of incentives, the gift may be highly desired; but by making it conditional on certain behaviors, the team will feel manipulated. That experience of being manipulated is likely to feel very similar to punishment.

Many of us have received conditional love. Conditional meaning that another person’s love for you, is contingent on certain actions, or things. Do you remember how you felt? It can feel manipulative, controlling and at times even abusive.

3 – Incentives can cause people to focus on the numbers instead of what’s best for the patient. It could even lead to unethical behavior such as unnecessary treatment.

We will be disappointed if we expect incentives to fix problems. Money, gifts, and trips don’t fix problems. It is important to understand the underlying causes and address the specific concerns.

So, what does work? Cultivate a happy, healthy, and high performing culture. Where the number one core value is that the entire team (including doctors) treats each other as well as they treat the patients. A happy, healthy, and high performing culture empowers:

Clear core values and consistent leadership
Opportunity to grow and learn
Value and appreciation towards each other
Trust and respect with coworkers and patients
Open communication and feedback
Recognition and respect for teamwork
Positive attitudes
Ongoing team building strategies
A consistent structured training program
A competitive compensation package

It will take commitment from the leadership team to maintain the culture. They are the ones who determine who will be a part of the culture. Anyone whose attitude and behavior does not support the culture values will not be invited to continue to be a part of the culture.

Implement the standards to cultivate a happy, healthy, and high performing culture. You will nurture meaningful relationships and positive lasting change. You won’t need incentives. The money, gifts, or trips you give will truly be a thank you reward with no strings attached!

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June 30, 2022

The 5 C’s to Cultivate a Happier, Healthier, & Higher Performing Culture!

Filed under: Accountability,Affirmations,Appreciation,Attitude,Behavior,celebration,Change,cohesivness,collaboration,Communication,Conduct,Conflict Resolution,Constructive Conversation,constructive criticism,Criticism,Culture,Culture Camp,Customer Service,Decision Making,Dental Practice Management,Energy,Focus,Goals,gratitude,Happy,Implementation,Inspiration,Judy Kay Mausolf,Leadership,Meetings,Mindful Talk,Mindset,Motivation,Performance,Positive Psychology,Positive Thought,Practice Solutions Inc,Relationships,Respect,Strategy,Stress,Success,Sustainability,Team Building,Team Relationships,thought leader,Toxic Performer,Trust,Trust,Uncategorized,We Team,We Team,WOW Philosophy — Tags: appreciation, attitude, change, Coaching, communication, conflict resolution, cusotmer service, Decision making, Dental Coaching, dental management, dental Practice Management, Dental Team Performance, Dentistry, drama, energy, Judy Kay Mausolf, leadership, performance, Philosophy, positive energy, practice management, Practice Solutions Inc, show your shine, team, Thoughts — Judy Kay Mausolf @ 6:37 am

I have the privilege of working with dental teams nationwide to help them cultivate a happier, healthier, and higher performing culture. I have created my Rise & Shine Culture Camps which is a customized practice driven focused training for the entire team. There are 5 areas that we address to get results. I happen to like alliteration which is why they all start with the letter C! The 5 C’s are: Clarity, Compassion, Compromise, Celebration, and Commitment.

I have been invited to present this information and more in a half day program hosted by AADOM at their annual conference. I will offer a morning course and a repeat afternoon session on Wednesday, September 7^th, 2022, in beautiful Scottsdale, Arizona. Click on this link https://www.aadomconference.com/ to learn more about this amazing must not miss conference!

The first C is Clarity! It is vital for the entire team to be aligned in achieving the goals of the practice. Clarity starts with the owner doctors agreeing on and defining their 4 Core Value words and communicating those words consistently through their words, actions, and attitude. This is really where it all starts. If the leadership team is not aligned the rest of the team will not be aligned. This is the most important C of all as it is the foundation of the practice culture. Please email me at JudyKay@PracticeSolutionsInc.net to receive a sample Core Value Words.

The second C is Compassion! There will be ups and downs and obstacles along the way. It is easy to get along and play nice when everything goes our way. It is much more difficult when things aren’t working, and expectations aren’t met. That’s when we often fall into the judgment thinking of should or shouldn’t! They should have done this, or they shouldn’t have done this etc.… It is imperative that we stop judging and instead show compassion for our co-workers and patients. “When you judge others, you do not define them, you define yourself.” -Earl Nightingale

We often judge others in the areas where we feel the weakest. Instead remain in curiosity mode and stay out of judgment mode. Judgment shuts us down and divides us. Most judgments about people are based on incomplete information. Curiosity, on the other hand, keeps us open to the possibility that there is something about the situation that we don’t fully understand. Whenever I start to judge people –I ask myself: “I wonder what the situation is with that person?”

We show compassion by trying to be understanding, supportive, and giving the benefit of the doubt. We achieve this by trying to walk in the other persons’ shoes to understand their B.O.A.T. (beliefs, opinions, assumptions, truths)! Their why! The questions I often use is, “Help me understand why…!”

The third C is Compromise! The team is like a large puzzle that all need to learn how to fit together. There will be different B.0.A.T.’s amongst the team. It is important to compromise to work well together. It is not just the new team members that need to learn how to fit in. The existing team members need to learn how to fit with the new team members. The puzzle changes each time there is a change in team members. There is more than one way! We need to compromise and create our new way 😊! Someone unwilling to compromise is in essence saying they are unwilling to be a team player. If they are unwilling to be a team player, they can’t be a part of the team. It is both a difficult and simple concept to act on.

The fourths C is Celebration! Look for what is positive and celebrate it every day. The more we focus on what is positive the more positive we will create. Don’t get lost in the muck of the mundane tasks. Instead, consider the bigger picture. We are changing people’s lives with better function and aesthetics. The smile is the number one connector. Our focus creates our attitude. Look for things to celebrate in each other and each situation. Focus on the good and we will find more in each day. What we look for we will see!

The fifth C is Commitment! Stuff doesn’t just happen. It takes focus and work. Everyone on the team is accountable to support the practice standards. There can be no individual opt outs. The team is like a group of fire fighters holding a net that supports the practice standards. If someone opts out, they are in essence taking their hands of the net. There are consequences to every action or inaction. The consequence becomes a culture by default instead of by design when we don’t address unsupportive behavior. We need to commit as a team to support the practice standards in every word, action, and attitude. We will then cultivate a happier, healthier, and higher performing culture!

Come join me Wednesday, September 7th, 2022, in beautiful Scottsdale, Arizona at AADOM’s Annual Conference to dive deeper into the 5 C’s to Cultivate a Happier, Healthier, and Higher Performing Culture! Click on this link https://www.aadomconference.com/ to learn more about this amazing must not miss conference!

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