Dental Tribune U.S. Edition

A sunny ‘Gateway to Good Health’ Florida Preview DENTAL TRIBUNE | May 20116A division. Take these steps to break down staff cliques and build a team that clicks. Recognize that individual person- alities can and do make a signifi- cant difference in how individuals react to one another. Invest a small amount of time and resources in personality testing. Staff members who understand the personalities of their colleagues, including the dentist, are much better prepared to work with them effectively. The Keirsey Temperament Sorter Test found in the book, Please Under- stand Me, by David Keirsey is an excellent tool to use. Clearly define job responsibilities. With job descriptions, team mem- bers understand their role on the team. Moreover, they recognize who is responsible and accountable for which systems. Hold regular staff meetings to address issues that arise in the practice. Dynamic teams are going to have disagreements; it’s funda- mental to growth and the pursuit of excellence. Encourage staff to work together to resolve issues and address matters that they feel should be addressed. Create an environment that encourages teamwork. For example, if appointment failures are wreak- ing havoc on your day, discuss the matter in a staff meeting and urge input and ideas from across the staff. work also conveys the message of favoritism and encourages a sense of exclusivity among those who see themselves as part of the dentist’s social circle. Cliques often materialize from a basic lack of understanding and system breakdowns. They can be particularly problematic in practices lacking job descriptions and systems of employee accountability. Consid- er your practice, do you have a team that clicks or a staff that cliques? Pay attention to the clique clues: • Critical decisions are being made or pushed by a select few and without input from others. • Team members are complain- ing that their views don’t matter or they are shutting down and refusing to offer input. • Information is not readily shared unless employees are directed to do so. • Certain staff members are open- ly cool to others. • Whisper campaigns seem to be more prevalent than direct methods. • Some employees openly exclude others in social or professional activ- ities. An appreciation of diverse person- alities, clearly defined job descrip- tions and maintaining basic office systems can all significantly reduce tensions among staff and fuel an environment of cohesion rather than Then assign two or three employ- ees to develop a strategy to address the problem. Be sure that the “task force” crosses “clique lines.” Insist that clear information be shared among the team — specifi- cally between “the front” and “the back” office. For example, hold a brief staff huddle daily to make sure that the front desk staff know exactly where to place emergency patients and ensure there are no surpris- es. Give front desk staff necessary details on the time required for pro- cedures and charges associated with those procedures so that they can dismiss patients efficiently. Establish clear standards for office behavior and policies and spell them out in an employee hand- book or policy manual. Then follow those policies. If you routinely make exceptions, you send the message that the policies are irrelevant and everyone can simply do their own thing without regard for how it will affect patients, the team or the prac- tice. Don’t look the other way. If an employee is engaging in negative behaviors that are potentially dam- aging, don’t ignore it. Reward team- work and make an effort to acknowl- edge the success and positive con- tribution of every employee. Doing so will promote a team that clicks rather than a staff divided by cliques. Pay attention to the lines of demarcation that may be drawn in your office and take steps to erase them promptly. Those quietly war- ring factions are chiseling away at your practice infrastructure and subtly undermining your every effort to establish a practice that is built on excellence. DT About the author Sally McKenzie is CEO of McKenzie Management, which provides success-proven man- agement solutions to dental prac- titioners nationwide. She is also editor of The Dentist’s Network Newsletter at www.thedentists network.net; the e-Management Newsletter from www.mckenzie mgmt.com; and The New Den- tist™ magazine, www.thenew dentist.net. She can be reached at (877) 777-6151 or sallymck @mckenziemgmt.com. be a special, two-day hygiene mas- tery, Finding the Key to a Successful Hygiene Career. Popular clinicians, Angie Stone and Shirley Gutkowski, are leading this entertaining and empowering seminar. Moreover, for the front office staff, Suzanne Blank, Dr. Stephen Blank and Eric Vickery join forces to present The Business Manager’s Tool Kit. This fast-paced, informa- tive, three-day course will revolu- tionize your office the Monday your office staff returns. As always, the scientific program at FNDC2011 is filled with renowned clinicians offering the latest in den- tistry. Visit www.floridadentalcon- vention.com for the full listing of speakers and courses. In addition to the scientific pro- gram, FNDC2011 boosts one of the largest exhibit halls filled with com- panies displaying the latest, most innovative products, services and dental technologies. Nearly 350 industry-leading exhibitors will share their knowledge and exper- tise with attendees. The exhibit hall will be open all three days of the meeting. Another benefit of attending FNDC2011 is the networking oppor- tunities. Throughout the meet- ing, there are many opportunities to reconnect with old friends and The Florida National Dental Con- vention (FNDC) will be held June 9–11 at the Gaylord Palms Resort & Convention Center in Orlando. FNDC2011 boosts a strong slate of speakers focusing on the dentist’s role in a patient’s health. The 2011 theme, Dentistry – Gate- way to Good Health, highlights the many opportunities dentists have to influence a patient’s overall health. The dental office with its established recall and check-up systems is per- fectly poised to monitor a patient’s overall wellbeing. This year’s speakers and course offerings will challenge you as you build your expertise in standard dental procedures as well as the lat- est techniques. At FNDC2011 you will find the traditional half-day lecture cours- es as well as hands-on workshops and the highly sought after mini- residencies. This year is offering mini-residencies in endodontics and implants. Drs. Sam Dorn and Ken Zuck- er return with their intensive end- odontic session focusing on the lat- est advances in the field. Dr. Duke Aldridge will lead a two-day inten- sive in implants for general dentists who want to surgically place and restore implants. In addition, this year there will make new ones. From the Welcome Reception to the Party in Paradise, networking opportunities abound. FND2011 will be held at the beautiful Gaylord Palms Resort and Convention Center in Orlando. The hotel’s signature atriums rec- reate three Florida environments, immersing you in the sights and sounds that make the Sunshine State a top vacation destination. This luxurious hotel boasts excel- lent restaurants, dynamic on-site recreation, a 4,000 square foot fitness center, two pools and the breathtaking Relache Spa. Gaylord Palms is conveniently located in the heart of Central Flor- ida and is near dozens of spectacu- lar theme parks and local attrac- tions, including Walt Disney World® theme parks, SeaWorld® Discovery Cove and Universal Orlando. Most attractions are located within sev- eral minutes from Gaylord Palms. Complimentary scheduled shuttle bus service is available from the hotel to the Disney theme parks. Shuttles to SeaWorld, Universal Orlando and Wet-n-Wild are avail- able through the Hotel Concierge. For special theme park tick- ets and information on other area attractions, go to the general infor- mation menu and choose the area attractions option on the follow- ing website, www.floridadental convention.com. There is no better place to get your C.E credits and network with your peers than at FNDC2011. Visit www.floridadentalconvention.com to see the full schedule of events and to register to attend. DT The Gaylord Palms Resort and Con- vention Center. (Photos/FLDA) One of the Gaylord Palms’ signature atriums. f DT page 4A