Here are 4 easy steps to help you eliminate toxic attitudes in your practice.

(Schedule a minimum of a 2 hours team meeting regarding toxic attitudes.)   

The first step to end toxic attitudes...don't accept or allow them!  At the team meeting discuss how toxic attitudes impact the office.  Inform your team they will no longer be acceptable in the practice.  Ask you team who would like to work in a toxic free environment?  I speak and coach nationwide and I have yet to hear anyone say they want to work in a toxic attitude environment. However, if by chance someone does, I suggest you thank them for their services, hand them their check, and invite them to work somewhere else that supports toxicity!

Step two is to define what a toxic attitude looks like to avoid statements like, "I didn't know it meant that!" Utilize a large easel pad and write down all the ideas the team describes as a toxic attitude.  Vote on and agree what constitutes a toxic attitude in your office.  Create a list with the results and label it "Toxic Attitudes".  Print out the Toxic Attitudes list, frame it, and hang it in view of the team (locker room, lunch room, doctor office, etc).  The list is important to review whenever you hire someone new or whenever someone's behavior deems it necessary.  

Step three is to establish consequences. Ask the team what they feel should be the consequences.  Surprisingly enough many team members suggest harsher consequences than most doctors or managers expect.  Have the team vote on it.   The majority vote rules and becomes the Toxic Attitudes standard of protocol.  Many teams choose the following standard of protocol for toxic attitudes.

• Start by a supportive reminder by the team member witnessing the toxic attitude asking or reminding the offender to stop.
• If the toxic behavior continues, the witnessing team member is to inform the doctor/manager.
• The doctor/manager is to follow a one, two, and three process.
• One is a verbal warning, two is a written warning, and three results in termination.

Step four is for the doctor or manager to actually follow through with the actions of the consequences.  So often times we give warnings and don't follow through with actions.  One manager gave an employee eight warnings!  She finally stopped because she knew she would never be allowed to follow through with the actions.  The employee continues to display the same toxic behavior because there were no consequences. The rest of the team is now frustrated with the lack of accountability and has lost respect for the management team.  

Having a standard of protocol for toxic attitudes created by the team will make it easier for the doctor/manager to follow through with actions. Doctors and managers sometimes feel like the bad guy when they have to carry out what they consider tough actions. No one likes to be the bad guy.  Knowing the team supports the protocol and the consequences makes it easier for the doctor and manager to follow through.  It is amazing how well this works because now everyone on the team knows what is expected and what to expect.  

Will it stop all the drama queens, pot stirrers or problem makers?  No but it will stop the majority! Anyone knowing the consequences and still willing to challenge the standard of protocol not only has a toxic attitude they have their own agenda.  A good team philosophy is for everyone on the team to support the team agenda instead of their own or they are welcome to join a different team.

In team surveys, one of the biggest frustrations team members have with management is their lack of creating accountability and holding everyone equally accountable.  Having a standard of protocol for toxic attitudes will help to do just that. Eliminating toxic attitudes is Part One.  Part Two is turning average attitudes into tremendous attitudes!  

To learn more about how you can turn toxic attitudes into tremendous attitudes;

I invite you to read my book, Rise & Shine

An Evolutionary Journey to get Out of Your Way

and On Your Way to Success!