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April 1, 2015

Behavior versus Personality Trait

April 2015

Behavior versus Personality Trait!

I have the privilege of helping dental teams nationwide communicate and work together better, become better leaders and deliver service with more passion and fun! A big part of the process is to shed light on the obstacles that get in their way. One of the biggest obstacles people struggle with is the belief that their behavior is their personality…AND they can’t change their personality…it is just who they are!   Therefore, they cannot change!

The dictionary defines personality as the sum total of the physical, mental, emotional, and social characteristics of an individual. Whereas behavior is defined as the aggregate of responses to internal and external stimuli.

Our personality is who we are but does not have to determine our behavior.   Our behavior is a response to what is happening and we can always choose our response.   Once we understand this we are no longer limited by our personality traits.

I was working with a scheduling coordinator, I will refer to as Fran (her name has been changed) who did not exude warm fuzzys to the patients. The doctor and manager wanted a warm and welcoming scheduling coordinator. My first step was to confirm with Fran whether she wanted to be a friendly scheduling coordinator. She said “I do…but how I greet people and answer the phone is just who I am. I can’t be fake!” I reassured her that I did not want her to be fake but instead come from a place of genuine care and warmth. I asked her to think about something or someone she loved. She took a moment and said, “oooohhhh I love my dog!” As she said it her eyes sparkled and she smiled wide. In that moment she was actually beaming warm fuzzys! I said, “That’s it! That’s the energy and emotion that we are looking for!” Fran said, “But I don’t feel that way about the patients. Most of the patients aren’t very friendly to me! I only feel this way about my dog! My dog loves me! AND even if I wanted to I still can’t change my personality! I am not going to be all miss sunshine, rainbows and kittens! It’s just not me!” I told her I didn’t expect her to change her personality to be sunshine, rainbows and kittens. I was just asking her to change her behavior in how she treated the patients. The awesome thing was it was not even a new behavior she had to learn. She had already displayed it talking about her dog. All she had to do was replicate those same behaviors with the patients.

We taped a little picture of her dog where she could quickly glance at it to help her genuinely smile before answering the phone or greeting a patient. Fran was able to make the change once she understood smiling and greeting patients warmly was a learnable behavior not a set personality trait. Funny thing is that when I checked in with her to see how she was doing…she shared that the patients seemed to be a whole lot friendlier to her lately! Hmmm might have something to do with the energy she now radiates! Just saying…it’s the Law of Attraction in action!

Often times we get so wrapped up defending who we are we don’t realize it is our behavior that is in question and not our personality. The next time you are asked to make a change instead of going into defense mode and responding, “I can’t change this is just who I am,” ask yourself the following questions:

 

  • Where have I demonstrated the desired behavior?
  • How can I replicate this behavior in this situation?

 

Once we understand that our behavior is just a response which we can choose to change at any time AND not our personality…We are open to create limitless success!

Contact Judy Kay today if you would like to learn how she can help you build a cohesive team that support each other and the practice, become better leaders, and deliver service with more passion and fun!

March 1, 2015

MOTIVATION DOES NOT LAST!

March 2015

Motivation Does Not Last!

Motivation does not last sounds like such a negative title coming from me. I am known as the coach, speaker and author whose goal is to motivate others to be happier and more positive! OMG, you are probably thinking she finally hit the wall. LOL

Breathe, I still live in my orange world filled with sunshine, happiness and positive energy. However, the reason I am happy and positive almost all of the time is that I do realize that motivation does not last!   Staying motivated is a choice and a commitment we make.

The dictionary defines motivation as having a strong reason to act in a certain way or accomplish something. So how can we stay motivated on a daily basis? Define your reasons! Here are questions that can help you define the reasons that will motivate you.

  1.  Am I happy with how I live my life?
  2. Do I impact others in a positive manner?
  3. Do I strive to do my best?

Let’s start with question number one, are we happy with how we live our life. If we are happy with how we live our life we will have a strong reason which is the motivation to keep doing what we are doing. Take some time alone to take inventory of your life. I like to use a big easel pad and markers to write down all the thoughts that pop into my head. What is currently in your life that makes you happy and grateful and what is currently in your life that does not. This same process works great for dental teams as well to help them create the culture where they are happy and motivated to work. Have a team meeting and discuss what is currently in the work culture that makes the team feel happy and grateful and what does not?

Start by identifying and writing in ORANGE (seriously is there any other color) what you appreciate and makes you happy that is already in your life. Maybe you have an awesome family or a job you love or you are healthy. Feeling gratitude and happiness for what exists creates motivation to continue down the same path! Happiness and gratitude are huge motivators as they are great reasons and the pay off the what’s in it for us!

Next use a blue marker to write down all the things that are currently in your life that do not make you feel happier. Get it…they make you feel blue. Prioritize and just focus on one at a time. Knowing what you would like to improve to feel happier is a great motivator.

My husband Steve and I are focusing on getting healthier this year. We both have had some minor lower back issues that have been impeding us from doing some of the things that we enjoy and make us happy. In December we started doing Pilates together in our home twice a week. Our instructor is Sarah Picot in her video “More Than a Mat”! You can find her awesome video series on Amazon. Steve and I are motivated to continue Pilates because our backs have started to feel so much better. Now we can do more of the things we enjoy which makes us happier! We also have given each other FitBits as a Christmas gift. Who knew competition with your hubby could be so much fun. Competition and fun are huge motivators. We consciously take extra steps to reach our goal which is 10,000 steps per day. Here is my brag moment…when I was speaking at the awesome Star of The South meeting this January in Houston I logged over 25,000 steps in one day! When I speak I like to walk around in the audience.

Question number two, impacting others in a positive manner is really about positive circulation. Positive circulation is like Law of Attraction but always on the positive side. When we lift others up we will feel lifted because it gives us a sense of well-being. Having a sense of wellbeing is a huge motivator. Positive circulation is that all things in the universe are always flowing in circulation but at an ever expanding rate. What you give to one person, you will receive from a different source. So you don’t have to give with the expectation of receiving back from the same person you give to, but knowing that it will definitely come back to you multiplied from other sources. It works according to the law of cause and effect where the universe always mirrors back to you whatever you do. Think about this, how many times you have opened the door for someone only for someone to open the door for you…or allowed someone to merge in traffic and was reciprocated later in the day from another driver.

Question number three, doing our best is about having a sense of pride in what we do. Pride is a huge motivator. I am sorry to say pride has gotten a bad rap. There is a difference between having pride in what we do versus being boastful. Pride does not mean we are being conceited, arrogant or smug. Pride means we feel happy, joyful, delighted, satisfied and respect ourselves for what we have accomplished. How sad that we have been taught it is wrong to celebrate doing our best and feeling good about it. Instead we wait for others to acknowledge our success which often goes unnoticed. Think about it. How many times have you done something you feel good about at work and no one was there to celebrate for you. We end up not celebrating and we lose our joy and passion in life. Joy, passion and celebration are huge motivators! The next time you do your best at something even if there is no one to help you celebrate…stop and take a moment…stand up…breathe deep…throw your arms in the air…and shout TA-DAH! Give yourself a round of applause! After all you deserve it…you did your best. That’s all any one of us can do. Harness the motivating power of celebration with a TA-DAH today!

Contact Judy Kay today if you would like to learn more about how she can help your team WORK together better to build a happy healthy and high performing service culture!

December 1, 2014

Practice Time!

Practice Time!

Imagine an athletic team not scheduling practice time! No time to discuss and practice strategies, obstacles or who’s going to do what. How good would they be? Team meetings are your team’s practice time. This month is dedicated to creating effective practice time!

If your practice is like many practices I observe, the scheduled team meeting time (practice time) is often lowest on the scale of importance. Emergency patients, add ons, running behind and even lunches take priority over team meeting time. Many offices start out scheduling an hour but often end up with 30 to 45 minutes by the time everyone is in attendance and ready to participate. There are often many items on the agenda and the pace is very rushed. There never seems to be enough time to go deep enough to clearly understand the what, who, when, where, why, and how. Which means the team ends up talking about the same topics over and over again. Does this sound familiar?

It is necessary to have effective practice time to nurture a successful team culture! However, practice time can also be a source of frustration if you’re the only person facilitating or participating in the effort. There are many ways to encourage team participation and have others lead.

Often times team members stop participating because they fear retaliation or have been criticized or shut down with words or body language. You know the rolling of the eyes or the big sighs! You can create a safe and sharing environment by establishing communication guidelines for your practice time. Ask the entire team to work together to create Communication Guidelines. What is it that they need to feel safe to participate? Some examples of guidelines might be:

  • Listen
  • No judgment or criticism
  • Have a thicker skin
  • Believe in positive intent
  • Give the benefit of the doubt
  • Avoid sarcasm
  • Be respectful
  • Support a no-gossip culture
  • Project positive tone and body language
  • Be open minded
  • Be understanding
  • No retaliation

Once you have completed your guidelines, print them out, frame them and put them on display to refer to as needed. I suggest starting each meeting by reviewing the guidelines as well as whenever you hire someone new or someone’s behavior deems it necessary. Because we are human and old habits die hard we will need reminders! It can be as simple as, “remember we said we weren’t going to ______!

Here are some additional suggestions to inspire effective, efficient and engaging practice time:

  • Schedule practice time when most team members can attend.
  • Allocate appropriate time and space for your practice time.
  • Utilize a large easel pad and bright markers to write down the ideas being shared by the team. Ask team members to rotate writing.
    • Address the fear and worry of spelling…make it a part of your communication guidelines…no judgment or criticism for misspelling.
  • Address issues concerning patients and the practice.
  • Create an agenda and have the team members rotate leading the meeting.
  • Ask multiple choice or essay questions instead of yes and no questions.
  • Ask team members to write down their responses. When everyone has finished, have them share these responses with the group.
  • Break the team into groups of two or three, depending on the size of your team. Have them come up with solutions to share with the team.
  • Allow time for exercises and fun.
  • Practice verbal skills, role playing and the physical walk through before implementing anything new.

The more you empower the entire team to participate in decision-making, the more engaged they will be. When team members feel they’re involved in decisions, they take greater ownership for the outcomes. What we create, we own.

Contact Judy Kay today if you would like to learn more about how she can help your team WORK together to build a happy healthy and high performing culture!

November 1, 2014

Fear of the Unknown!

Fear of the Unknown!

Fear often paralyzes and sometimes even stops us from living a happier life. Yet fear is really only a negative prediction of the future and not reality. The fear I am going to address today is the fear of the unknown. Many of us choose to stay right where we are at because we feel safer when we know what to expect. Even if it is a negative, toxic or even a dangerous relationship or environment! For example, staying in a work environment that you dread going to everyday or choosing to keep a negative or toxic employee. Or worst case scenario staying in an abusive or dangerous relationship. I have found more often than not that the times where life my life seemed difficult or scary were actually just what I needed to push me to live a happier and juicier life!

This month is dedicated to overcoming the fear of the unknown!

http://youtu.be/-aDc7wCh-yY

 

My Orange Fish Fable!

Every spring my awesome hubby Steve meticulously sets up our pond in our back yard with a fountain! We call it our fountain pond! It takes two full days to complete but it is well worth it. LOL, that is easy for me to say as I am not the one doing the work. The second day includes a trip to Terra Garden Shop to purchase water Lilly’s and other aquatic plants…followed by a visit to the local Pet Smart Store to purchase 25 to 30 assorted colors of goldfish! Of course the majority are bright orange!!! I think they really should be called orange fish as they are not gold they are really orange and orange is a much happier color! So being as it is my article I will refer to them as orange fish!

They live a happy life all summer long swimming, eating and growing in their fountain pond! They have even found the perfect places to hide when they feel threatened by raccoons, birds and the occasional otter! Their pond is a sanctuary of underwater crevices between the rocks! I can imagine them paddling around thinking life is good!

 

Ahhh…but here comes the unknown! Time to cue the scary music….

We live in MN where any ponds that aren’t very deep freeze solid during the winter. Every fall we need to either rescue the orange fish from freezing or it will mean imminent death. We take them to the lake across the street that doesn’t freeze so they can live and flourish! Of course they don’t know this! This is their unknown! All they see is a woman (me) with a big net chasing them around in their pond! LOL, I have one responsibility when it come to our fountain pond…catch the fish in the fall! I am the net lady! These poor little orange fish fear for their lives because they don’t understand that I am really trying to save them and give them a better and longer life. So out of fear of the unknown they hide in their safe sanctuary! What they don’t realize is that what they believe is their salvation will actually lead to their demise!

I thought this was a great analogy for human life! We can’t see what’s over the hill or around the bend or in our future so we are afraid to step forward! We would rather stay where we believe we are safe because we fear the unknown. Yet the fear we feel is only a negative prediction of the future…it’s not reality. Whereas the situation we are currently living in is reality and in some cases a very dangerous reality. But we stay right where we are at and pretend, avoid and hide from things with excuses (excuses are human crevices) to feel safe!

Action Steps:

  • Come from a mindset of positive expectation instead of fear.
  • When things seem difficult see it as an opportunity to learn and grow.
  • Let it go! Seriously, let it go!
  • Decide on your next step.
  • Listen to your gut instead of other people.
  • If feels scary but exciting go for it…if it feels heavy walk away.
  • Take the next step no matter how scary…you will be happy you did!

There really is a bigger pond waiting for all of us! We in essence all live in our own little pond where we feel comfortable and safe because we think we know what we can expect in life…or so we think…that is until the net lady comes our way! The universe is our net lady trying to provide us with ample opportunities to live a happier, healthier and higher performing life!  Don’t let the fear of the unknown stop you from swimming in a bigger pond!!!

Contact Judy Kay today if you would like to learn more about how she can help your team WORK together to build a happy healthy and high performing culture!

September 1, 2014

Engaging Success! Part III

September 2014

Engaging Success Part III!

This month we will cover the final three strategies to help you get your team engaged and bridge the gap between potential and performance! Just in case you missed the last two newsletters… here are the statistics to support why getting your team engaged is not fluff stuff! It’s how I help teams nationwide create a happy, healthy and high performing culture!

2013 Gallup Polls show 70% of Americans are not engaged at work! Which equals about 2/3rds of the team in an average dental practice. The downfall of not engaging your team:

  •  22% Loss of Profitability
  • 21% Loss of Productivity
  • 45% More Turnover
  • 48% More Team Safety Incidents
  • 37% More Absenteeism
  • 41% More Patient Safety Incidents
  • 41% Less Quality of Care

 

Open to Opinions

We encourage open communication to allow everyone to voice their opinions pertaining to the patients and the practice.   Doctors, managers and team members are often surprised when a co-worker who never participates starts speaking up at our workshop.  I have often found that when a team member doesn’t speak up it’s because they feel they have been shot down in the past.  They believe their opinion didn’t count so they stopped sharing.  When team members feel their opinion is welcomed and valuable they become more engaged.


 

Everyone on the team has the right to express their opinion and be heard without being criticized or made to feel stupid.  Instead share constructive feedback with the team member why you feel it may or may not work.  Being open to opinions means we at least consider the idea.  Considering a team member’s input can often lead to better decision-making.  This is because the team members are often the ones directly doing the task, process or service and understand the limitations as well as the possibilities.  When team members feel they are involved in decisions, they take greater ownership for the outcomes.  Ownership is a sign they are engaged!       

 

Constructive Feedback

We actually schedule feedback time with team members. If we don’t schedule the time chances are it won’t happen. Many offices schedule annual employee performance reviews. Meeting and discussing progress, achievements and goals on an annual basis is not enough to get engagement. How engaged or involved would you be in a relationship where you only had a deeper conversation once a year?

What works well is a quick (5 to 10 minute) monthly or quarterly Checkup with the manager or doctor touching base on their progress, achievements and goals. Questions to ask are:

  • What where your goals for this period?
  • What accomplishments would you like to celebrate?
  • What are your goals or projects for the next period?
  • How can I best support you?

We also establish an open door meeting policy where team members can request to schedule time as needed.  Scheduling time helps avoid constant interruptions and creates a more focused agenda.  Giving timely constructive feedback will help keep your team engaged.

 

http://youtu.be/GvoLvQtF0c8

Opportunity for Personal and Professional Growth

We create opportunities for every team member to continue to challenge themselves to learn and grow both in their personal and professional life.  We ask them to create a list of topics they would like to learn more about in the next year at their annual review.  The doctor/manager also add topics to the list based on what they feel will benefit the team member most.  Together the team member and doctor/manager prioritize the list and agree on completion dates.  The progress is reviewed at their monthly or quarterly Checkup meeting.     


 

We also start a monthly book club in the practice focused on personal growth.  Everyone on the team is asked to participate in suggesting books.  Great books for team meeting discussions are the Simple Truths books at www.simpletruths.comOr my book Rise & Shine and soon my next book Ta-Dah, www.practicesolutionsinc.net/book.html!  The book is discussed at the team meeting.  Lengthier books can be discussed in chapters.  There is open dialogue on the benefits and how it can be applied in the practice as well as their personal life.  Creating the opportunity to learn and grow will help to keep your team excited and engaged.


 

Engage your team by being open to opinions, giving timely constructive feedback and creating an opportunity to learn and grow!

Contact Judy Kay today if you would like to learn more about how she can help you get your team ENGAGED and WORKING together to build a happy healthy and high performing culture!

May 1, 2014

Gossip – The Poison Triangle of Mistrust!

The Poison Triangle of Mistrust is toxic and can destroy the team and the practice culture!  What is The Poison Triangle of Mistrust?  In simple terms it is gossip. I refer to it as The Poison Triangle of Mistrust because it often involves two people talking negatively about a third person behind their back.  When the third person learns about it they no longer trust the two people involved.

This month is dedicated to learning how to create a culture that no longer tolerates Gossip – The Poison Triangle of Mistrust. 

I often hear the following statements regarding gossip:  It’s a woman thing, women just have to gossip, it’s really not a big deal because everybody does it, and you can’t stop it even if you try.

Gossip is not just a woman thing…men do it to they just call it something else.  It is a big deal and you can stop it if you are serious about having a no gossip office culture.  The reality is that gossip will continue to exist in our dental practices as long as we allow it to exist.  If we truly comprehended the negative impact from gossip it would no longer be tolerated.

 Gossip affects:

  • Trust
  • Communication
  • Team Performance
  • Morale
  • Patient Experience
  • Bottom Line

That’s just to name a few.  Gossip is not fluff stuff.  It is really big stuff!  Why would we continue to allow anything this poison to be a part of our culture?

Isn’t it time to add No-Gossip Culture to our Communication Standards?  You can read more about implementing Communication Standards in April’s Newsletter on Drama.

I teach my clients the 5 following steps to create a No-Gossip Culture and end The Poison Triangle of Mistrust!

Step One – Start with a team meeting with the entire team including the doctors.  Share with the team the impact gossip has on the team and the practice and that in the future it will no longer be tolerated.  Ask everyone individually to verbally agree to support a No-Gossip Culture in the practice.  For example, I agree to support a No-Gossip Culture.  Once they verbally agree they can’t say I didn’t agree.  I just didn’t say anything.

Step Two – Define what gossip means in your practice.   I define gossip as anything that is negative or private about another person that they do not want others to know.  As a team agree on a word or phrase to use if someone starts to gossip about another team member to them.  It could be something as simple as peace (as in keep the peace), please take it to the source, please stop, or remember we said we weren’t going to gossip anymore.   It doesn’t really matter what word(s) you use.  What is important is that everyone knows what it is and agrees to use that specific word or phrase.

Step Three – Establish consequences for gossip.  I suggest the same consequences as any other behavior that sabotages instead of supports the standards of the practice.  Establish consequences that you know you will be willing to carry out.  It is very important that the entire team understand what the consequences will be for gossip.  If you would like to receive a complimentary copy of my white pages on consequences please email me at Judykay@PracticeSolutionsInc.net.

Step Four – It’s time to actually stop the gossip.  This will take doing a few times before it becomes more comfortable.  FYI if you are on the receiving end of gossip you are just as responsible as the initiator. You play 50-50 role because if they have no one to tell the gossip stops. If a team member starts to gossip to you or you over hear two people gossiping about another team member say the word or phrase.  Please be mindful of your tone of voice and attitude.  Always speak from a place of care and concern not judgment and criticism.  If they continue to gossip remind them once more by saying remember we agreed as a team we would not gossip about each other.  Old habits die hard and we want to be supportive and help each other to stop the gossip.  If they are gossiping to you and they refuse to stop physically remove yourself from the conversation.  If they continue to gossip to another team member inform them that if they do not stop you will inform the doctor or manager (whoever handles conflict resolution in the practice).

Step Five – The doctor or manager holds the team member accountable by following through with the consequences.  It is important the entire team understands the consequences for participating in gossiping.  Yes you can terminate a team member for participating in gossiping.  It is very important to make it crystal clear what the consequences are for gossip and include as a part of your written communication standards.  Following through with consequences is where the line is drawn in the sand.  It will determine whether you succeed or fail at creating a No-Gossip Culture.  Gossip is really big stuff!  It affects trust, communication, team performance, morale, patient experience and your bottom line.  Isn’t it time to create a No-Gossip Culture and end The Poison Triangle of Mistrust?

 Contact Judy Kay today if you would like to learn more about how she can help you end The Poison Triangle of Mistrust in your practice!

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!

March 1, 2014

The Power of Affirmations!

Affirmations are powerful!  They can either set us up to succeed or to fail.  Yet very few of us consistently practice positive affirmations.  The dictionary defines affirmation as: 

  • The act or an instance of affirming; state of being affirmed
  • The assertion that something exists or is true
  • Something that is affirmed; a statement or proposition that is declared to be true. 

This month is dedicated to learning how to practice daily positive affirmations to drive our future happiness and success!    

Affirmations are like planting seeds in the ground. It takes time to go from a seed to a mature plant.  It takes consistency and time from the first declaration to the final demonstration.  You can’t just say something positive once and expect it to appear.  

 

 

Here are five steps to help you succeed at practicing daily positive affirmations and live a life you choose!

Step One – Just get over yourself!  We are so afraid we may look silly or weird if we say positive things out loud to our self.   So what if someone hears us.  We are all weird.  LOL, for me it is normal to talk to myself…as I often work alone.  The key is making sure that the conversations are always positive.   

Step Two – Start your day by defining how you want to feel or be today.  Choose words or a phrase to describe that feeling or state of being.  It could be words like happy, successful, healthy or awesome!  When I am about ready to present I think of how I want to be with my audience.  I practice words like connecting, loving, authentic and present.  Stand in front of a mirror and make eye contact with yourself. Okay, I know this seems a little weird…but it’s a good weird!  It is important to say it loud as if it already exists.  I am…  It must be I am not I want.  It is more powerful when said out loud and your mind believes it already exists because you stated I am.  For example, I am happy, I am awesome, I am going to make positive things happen today, I love my life, I love what I get to do, I am going to make good decisions today,  I like how I look today, I am going to rock it today, I am going to have an awesome day!  You can say as many things as you want.  There is no limit to positive self-talk!  

Step Three – Say it with conviction and attitude!  Just like little Jessica in the video above.  Think about the level of happiness and success you want to attract. The more energy and emotion you put into it the more you attract!  It’s the Law of Attraction in action.  Like seeks like based on the frequency of energy emitted! 

Step Four – Replay the same message over and over throughout your day.  Ask yourself; do my words and actions support those feelings or state of being.  Reset if necessary to align your words, actions and state of being.  Replaying and resetting will enable you to overcome the negative noise distractions from the world and instead focus on what you want.  

Step Five – End your day by saying out loud how you felt or state of being for the day.  I was happy today.  I was awesome today!  I made a difference today!  I made others smile today.  I helped someone today!  I changed someone’s life today by giving them a new smile!   

Contact Judy Kay today if you would like to learn more about how she can help you become a better leader, get your team to work together better and create an office culture you can’t wait to go to every day.

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!

November 1, 2013

Delivering W.O.W. Service!

This month’s is all about delivering W.O.W. Service!  I might as well confess right here right now…I am an acronym addict!  I absolutely love them! W.O.W is an acronym for Weed Out the Weeds!  

Here is why!  I work with General Dentists as well as Specialty Practices (Oral Surgery, Periodontal, Orthodontic, Endodontic, Prosthodontic and Pain Clinics) to help them create an exceptional service culture.  What I have found is once we eliminated the weeds in their practice they were able to deliver WOW Service!  A weed is anything that can make a patient feel uncomfortable or unwelcome or could possibly destroy a relationship.

 Your patients will forget everything except how you made them feel! 

 
In order to create a W.O.W. Service Culture it is important to focus on the patient’s experience. This means one-sided practice focused rules and procedures have to be eliminated. It is necessary for the entire team to be trained on how to deliver W.O.W. Service.  It only takes one untrained person to create a weed experience and lose a patient.  I teach a 3 step process to help my clients Weed Out the Weeds and create a W.O.W. Service Culture.  A team meeting setting works awesome.

  • The first step is for the team to define their ideal service culture! 
  • The next step is to list all the obstacles that may get in the way! 
  • The final step is to discuss service strategies and implement SOPs to overcome the obstacles. 

It is important to remember the reality behind exceptional service.  Service is a triangle.  If you want to deliver exceptional service it usually requires additional time, money or people or all three!  If you are unwilling to invest in the 3 the level of service you deliver will be limited.  

Here are the TOP 10 Service Standards for Delivering W.O.W. Service!

1.  Smile – Seriously…this is the simplest, and the only standard that does not require extra time, money or people and gives the biggest ROI!  Yet I can’t tell you how many people struggle with smiling.  For some it’s like pulling teeth! 

 2.  Slow Down – Yes I know you are trying to be efficient and effective and raise the highest PPH (Production Per Hour) to pay overhead.   When it comes to service…if you don’t take time for your patients…they will go to an office where someone does!  This is one of the biggest complaints patients have regarding service.  How effective and efficient are you if you are losing patients.  Do you know what your monthly net patient count is?  Research shows it costs 6 to7 times more to attain a new patient than it does to retain an existing patient.

 3.  WIIFTP – Always ask yourself when you are interacting with a patient…what’s in it for the patient…how I can serve them best at this moment.

 4.  Own It – Four magic words in service…I CAN HELP YOU!  Even if that means that you reach out for assistance from someone else.  Don’t refer them to someone else.  Because it is YOUR JOB!  Your job is whatever legal, ethical and is within your licensure that will help to create a W.O.W. Patient Experience and help the practice thrive!

 5.  Help Each Other – In other words team work!  It means you ask for help when it could enhance the patient’s experience.  You say yes when someone asks you for help unless you are already with another patient…even if you don’t like that person!  Part of team work means we play well together and work for the greater good.  How ironic that playing well together was expected starting in first grade…even a part of the report card.  Now it often ceases to exist even in the most professional of environments!

 6.  Be Professional – Professional can mean many things to different people.  Leave nothing up to assumptions…Establish guidelines and standards for appearance, communication, attitude, and behavior.   I suggest a team meeting and have the team define the standards.  When the team establishes the guidelines and standards they are much more likely to embrace and own them!

 7.  Protect the Privacy of Patients, Employees and the Company – We are all familiar with HIPAA.  Privacy also means no gossip!  You can stop gossip in your practice if you don’t allow it!  NO…women do not have to gossip!!!  That’s a whole other newsletter! J 

8.  Maintain a Sparkling Clean Environment – You may have a janitorial service to assist at night.  During the day it is everyone’s responsibility to maintain the office.  If your patient sees dirty gauze on the floor they will assume that the office is not clean/sterile.  If they see a messy and coffee stained reception area they will assume the office is not clean/sterile.  If you see it, clean it or pick it up!

9.  Be On Time – I know that you can’t predict everything to be able to schedule every appointment appropriately.  Nor can you just stop working on the patient once their time is up.  Although there are times we may wish we could!  However, if you consistently run behind it is time to evaluate where you run behind and the time you are allowing for those appointments.  If your patient always has to wait it becomes a very big weed that could eventually destroy your relationship.  They will believe that you don’t respect them or their time.   I know of practices where their brand is just being on time and they are thriving because of it!

 10.  Practice – Your patients aren’t test sites, guinea pigs or experiments.    Please practice before you ever take anything out on the floor to try on your patients.  Practice verbal skills, role playing and even the physical walk through.  I can already feel the push back on role playing.  Ick we hate that!!!  If you can’t say it to each other how in the world can you say it to a patient?  You will avoid fields of weeds if you just practice!  In Real Estate the 3 magic words are location, location, location well in delivering W.O.W. Service its practice, practice, practice!

 I ask you to think about what steps you are willing to take to make a difference for your patients.  Implementing Service Standards will help you nurture a W.O.W. Patient Environment!  Bottom line is that no matter how great of a dentist you are…your patients will forget everything except how you made them feel!  The secret is delivering W.O.W. Service!

 Research shows that dentists who build their office environment around the patient’s experience own and dominate the market.

 If you would like help creating your ideal W.O.W. Service Culture please contact me to learn more about my 2 day onsite training “Delivering W.O.W. Service”! 

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