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April 1, 2014

Drama, Drama, Drama!

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!

February 1, 2014

Dysfuntional to Dynamic!

 

My newsletters are often a reflection of what I observe when working with dental teams.  The phrase “we are just like one big family” is used by many dental teams to describe their office environment.  One would assume it be a positive statement.  However, I have found in many cases the opposite is true.  They were indeed like one big family…one big dysfunctional family! This month’s newsletter is dedicated to changing your team’s relationships from dysfunctional to dynamic!  

 

The dictionary defines dysfunction as a behavior pattern that undermines team stability.  Some examples of dysfunctional behaviors are being tardy, unreliable, dishonest, unsupportive, disrespectful or unkind. When I was in grade school we received progress reports or as we called them report cards.  There was an entire section on conduct.  Conduct was broken down into 5 areas. 

  • Observes regulations
  • Works and plays well with others
  • Respect for property
  • Respect for authority
  • Is courteous in speech and manner 

You either received and S for satisfactory or a U for unsatisfactory to rate your behavior.  Thankfully I received all S’s!  I know I am really dating myself here. Many of us seem to have forgotten or maybe have never been taught that we are responsible for our conduct at work. It is not the doctor(s) and manager’s responsibility to make us play well with others!  It is OURS!   Here are three behaviors to shift dysfunctional patterns into dynamic patterns and start playing well together.

Filtering – For some reason we feel once we say we are a family we don’t need to filter what we say to each other.  We justify it by saying we are just being honest or we have to be authentic to our feelings.  After all we can’t help how we feel!  (Oh really…read my December 2013 newsletter) We lose our politeness and kindness towards each other.  Our words are often direct and hurtful.  We believe because we are like family it is okay to behave in this manner.  That our co-workers should just be able to handle whatever we say.  The reality is words cut deep and can destroy even real families.  Don’t we all know someone who no longer speaks to certain family members…maybe even you?  It is important to think before you speak to avoid jeopardizing the relationship.  Be respectful of how the other person might feel.  Treat each other with the same kindness and politeness that you would if you were on your best behavior with a stranger.  After all why share the best of you only with strangers…why not give your best to those you work with and care about most.  

Apologizing – If you make a mistake, be sincere and apologize as soon as possible. Don’t try to hide it, ignore it or pretend it doesn’t matter.  When we don’t apologize for our mistakes or wrongdoings as they happen we leave unresolved issues.  It is human nature to store unresolved issues.  Some of us our so good at storing our issues that we have an entire storage unit full.  Until finally one day a blow up happens…and the storage unit gates fly open and every unresolved issue comes hurling out.  Try to apologize the same day if at all possible to resolve issues and keep them from being stored.

Forgiving – In order to move forward and work together in a functional relationship we need to forgive each other.  I can’t tell you how many times I observe two team members who don’t work well together anymore because of something that happened years ago.  I would like you to consider forgiveness in this light.  Imagine the worst thing you have ever done in your life.  What if it was written on your forehead in permanent marker for all the world to see?   That was your reputation and what you were held accountable to forever.  In essence that is what we are doing when we are unwilling to forgive others.  We are holding others accountable for the worst behavior they ever did to us.  The best way to forgive is to stop trying to agree on who was at fault in the past.  Instead focus on the future and what you can change or do differently to make the relationship work.  

Implementing these three positive behaviors will help you change your dental family from dysfunctional to a dynamic!

Contact Judy Kay today if you would like to learn more about how she can help you change dysfunctional team relationships into dynamic team relationships!

January 13, 2014

Dealing With Conflict at Work

I invite you to listen in on my interview with Shirley Gutkowski on Cross Link Radio about Dealing With Conflict at Work! Thank you Shirley!    Dealing With Conflict at Work!

 

December 1, 2013

Change Your Feelings Change Your Results!

This month’s newsletter is dedicated to the touchy feeling stuff! And it’s big stuff!  Our feelings are what drive our actions and our actions generate our outcome!  

 Something happens, we assign meaning to it, the meaning creates a feeling, the feeling drives a reaction!

 We can change our results when we recognize how our feelings affect our outcome and learn how to control versus be controlled by them! 

Haven’t we all at one time or another reacted to something negatively because of how we felt at the moment and regretted it later.  It can happen to even the best of us.  However, when we continue to allow our feelings to control our reactions we become what I refer to as an emotional reactor.  Emotional reactors allow their feelings instead of their mind to be in the driver seat of their actions!  They often lose control and lash out in volatile explosions of anger, judgment, criticism etc!  They are extremely dangerous and difficult to be around because you never know when they will erupt.  Often times they hurt the ones they love the most.  Their path is strewn with the fallout of damaged and broken relationships.  The good news is we can end the emotional reaction cycle by understanding it and putting our mind back in the driver seat!

The Emotional Reaction Cycle starts when we assign meaning to an experience.  Our reality is based on what we believe to be true about an experience at the time it happens and how we label it.  Our mind filters the world we live in.  Our reality is really just our perception.  A group of people could share an experience and have a different reality based on how they filter the experience.  The two filters that affect our reality most often are Generalization and Distortion. 

Generalization is when something is similar or familiar to a past experience and we assign the same meaning.  It can greatly contribute to limiting beliefs.  For example, all people with blonde hair are not smart.  (Just thought I would throw that in as I am blonde…or at least that is my current color of choice).   Another example is when someone reminds us of someone we know and we either instantly like or dislike them based on the other relationship.  Or we are unwilling to try something because it is similar to something we failed at before.

Distortion is changing an experience from what it actually was to some modified form of what it is.  Distortion happens when you remember a moment of an event as representing the entire thing. Usually it is something negative that over shadows everything else.  For example you receive 10 positive comments and one negative comment from your patients and you focus only on what you are doing wrong.  Or you define your day by the one thing that was difficult versus the 100 things that went well.  Or we define other people only by their mistakes or by one characteristic we dislike. 

Once we realize that our reality is really only our perception of the experience based on our filters we open ourselves up to other possibilities and can change how we feel.   

 The awesome part is it takes less than 60 seconds to change your feelings to change your results!

 Here are 5 steps to help you change how you feel and stop the emotional reaction cycle.   

 The first step is recognizing how you are feeling.  Actually ask yourself; how do I feel right at this moment.  Identify the feeling or emotion by saying I am feeling…frustrated or tired or angry or helpless or afraid or jealous etc. 

The seconds step is to visualize the negative feeling as a little monster sitting on your right shoulder dictating how you should feel.  (My monster looks a lot like the little green mucus guy from the Mucinex commercial.)  Then address your monster and send it packing. I say to my monster “I see you and you have no control over me” and then I physically flick it off my shoulder!  You may have to flick the monster off several times…they are pretty persistent little devils.  Let’s be honest sometimes it feels good to let off steam.  However, a moment of release is never worth hurting someone and even possibly destroying the relationship.  Words do hurt and are very powerful.  Words can destroy relationships even with the people we love the most. 

 The third step is to re-hardwire how you are feeling by not taking things so personal.  Life doesn’t happen to us personally; it just happens.  People behave towards us based on their limiting beliefs of reality.  Yet we often take it as personal.  Have you ever said, “Why does this always have to happen to me?”  It didn’t happen to you…you chose to own it.  It isn’t like the game Dodge Ball where some universal force picks you out of all the people on the rest of the planet and decides to throw something at you!  It may sometimes feel like it but stuff happens and it’s not personal.  There are just a lot of flying balls out there and we occasionally run into one. 

The fourth step is to re-program how we feel.  A physical emotion only lasts 30 seconds.   We extend the emotion when we continue to rehash our feelings over and over.  To change how you feel choose words to describe how you want to feel.  Now it’s time for the physical reset.  Slow down your thinking in order to stop spinning.  Start by taking three deep breaths in and out to become present.  Say out loud the feeling(s) you want to feel.  “I feel happy or I feel at peace!” Now imagine a time when you felt that emotion and immerse yourself in that experience.  Give yourself at least 30 seconds to really enjoy that memory. 

The fifth step and final step is to choose how you want to react.   Ask yourself, “How would I react if I were being my best me or the person I want to become?”  Aristotle said it best when he said “We are what we repeatedly do. Excellence then, is not an act but a habit.”   How would the person you want to become or the people you admire and respect most behave in this situation! 

Ta-dah!  You have just changed how you feel, how you reacted and your results in less than 60 seconds!

My hope for you moving forward is that whatever may come your way you will come from a place of curiosity instead of judgment and criticism.  Please be careful about what you label things. What we label it is what our reality becomes.  Label the experience or event interesting instead of good, bad, right, wrong, negative or positive.  We really don’t know until we have reached the end of our journey.   It is only than that we can look back and see the outcome and whether it brought us success or failure.  Often times it may feel grueling and difficult short term.  However, it may be just what we needed to shape, change and help us grow and empower us to live our dreams.  Happy feelings to you!

March 29, 2012

Toxic Attitudes

Attention all drama queens, pot stirrers and problem makers!  This one is about you!  Watch the video below!

 

March 1, 2012

Eliminate Eggshells & Elephants: Talk about Tough Stuff!

It’s the eggshells that stop us from talking about what we need to do or stop doing to elevate team performance.  What are eggshells?  Eggshells are the fragile feelings that arise when we try to talk about what’s not working or what could be improved.  The tough stuff. 

 Eggshells are a result of what we perceive based on our past individual experiences and not necessarily the other person’s intent.  Some of the Eggshells I am referring to are; fear, anger, judgment, retaliation, insecurity, nothing changes, peer pressure, hurt feelings, disrespect, or it’s not my problem.  Eggshells stop us from addressing the Elephants (the unstated issues or concerns) in the office. 

 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 needs improvement 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 environment deteriorates.  The chance to make good things happen, (better results, better relationships, and more responsibility) disappear.  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.  Communication between team members becomes emotionally charged or non-existent.  The office environment becomes stressful and negative.  Performance and patient experience plummets! 

 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.  They are their hot buttons and can be set off very easily.  Once the eggshells have been identified discuss the necessity of talking about what is working and what is not as it happens regardless of their existence.  This proactive communication helps to prevent and remove the elephants in the room.  Reinforce the message; we are all working together towards the same goal of a healthy office environment. 

 Talking about tough stuff as it occurs will eliminate the eggshells and elephants and promote a happy, healthy, high performing team environment.

February 11, 2012

Tough Talk, Tough Topics

Dental teams struggle to talk about tough topics!  The tough topics could be anything they fear a co-worker may disagree with or take offense to.  What I refer to as the eggshells.  I invite you to read my article on Eggshells & Elephants and learn how you can talk about the topics and still keep things positive!

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