Words matter. What you say to your team can inspire them or demoralize them… encourage them or infuriate them… empower them or repulse them.
Of course, no one’s perfect. You may occasionally miscommunicate. If you say the wrong thing, find a way to correct the situation as soon as you can.
However, there are some phrases no dentist should ever utter. Here are three of them:
1. We don’t need to double-check Thelma. I trust her with our finances.
Embezzlement can happen to any practice… even your practice. No matter how trustworthy your financial coordinator is, you never want to give one employee sole control over all the money matters in your practice. It’s always better to have several staff members handling practice finances. In addition, use an outside accounting firm to conduct unscheduled audits. A series of checks and balances––with the appropriate in-house and outside oversight––can help prevent any financial impropriety.
2. Just shut up and do your job.
It’s not easy being the boss some days. You and your staff members aren’t always going to see eye to eye, but you never want to lose your temper and utter such a comment. It’s verbal abuse, pure and simple.
If you and a staff member are having a disagreement, ask to see that person in private. Listen to her concerns objectively. If you disagree, state your points dispassionately. Focus on the higher goal, such as what’s in the best interest of patients or the entire team. Don’t let your emotions get the best of you.
3. Let’s go on a date.
Big mistake. You’re asking for a whole lot of trouble, especially if one or both of you are already in a relationship. Even if you’re both single, your language could be perceived as coercive or harassing, which opens the practice to legal action. No matter how friendly you are with your team, do not cross this line.
I’ve met too many dentists who destroyed their marriages, damaged their practices and wreaked havoc on their finances by engaging in a romantic relationship with a staff member. It’s not worth it. End of story.
Read a free excerpt from Dr. Levin’s popular book Essential Scripts for Patients Communication by clicking here and then hitting the Read an Excerpt button.
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