Leadership Insights - Guest, Carole Burns, OD

You selected your staff with care. You helped them become technically competent and you felt at the time of hiring they would blend well into your patient care team.

They are quality people, yet some respond well to guidance and others become offended. Some members of the team see the positive and others are more wary of change. Some simply jump in to take care of a problem without being asked and others shy from solving a conflict. Some team members are loyal and others will leave for a new challenge when presented.

Understanding that each of your employees has a perspective shaped by their personality is a first step to better managing your team. There is a book by Florence Littauer, "Personality Plus: How to Understand Others by Understanding Yourself" which brings answers to the above questions. The book presents four personality types: Powerful, Playful, Perfect and Peaceful. Each of us can be characterized by two of these personality types, one that is dominant, and another that is secondary.

Powerful personalities have a "take charge" perspective that is great at getting tasks done with speed and efficiency. They enjoy directing others in their tasks, and excel at the art of execution. They are born leaders. These personalities must be in charge of someone or something and they must be appreciated for their achievements. Thank them with sincerity for a job well done and they will produce more than you ever imagined. The one caution, caring for others' feelings is not their greatest asset.

Playfuls enjoy the freedom to invent and create. As the name suggests, they love to have fun and easily draw others to their cubicle or office just to chat or laugh. Patients feel an attachment to these personalities and often return to your office just to see them. The Playful personality needs attention and approval, even at inopportune times. They don't respond well to heavy-handed management, but will get as much-or more-done as a powerful if given attention and approval. It is often best to have a high-energy personality to welcome new and potential patients to your practice, and often, a playful may be your best bet. Since their strengths lie in people, not in organization, give them a backup person to do much of the detailed, busy work.

Perfects are doers who tend toward structured schedules and organization. They excel in roles that require great attention to detail. They are gifted in record keeping, practice finances, and creating and following protocol. These personalities have the patience and perseverance to scrutinize paperwork that would frustrate or put to sleep a Powerful or Playful. This personality does not want to be the center of attention, and does not like surprises. Simply listening to their concerns with sincerity void of levity, and not solving their dilemmas will produce a worker who gives 100 percent.

Peacefuls are great at mediating disputes and building consensus. They tend to have a soothing effect on those around them and are always well liked by all. They do best in roles that allow them time to focus on their tasks in a calm environment free of overbearing micromanagement. They are ideal chair-side assistants to the doctor in the exam room, as their "peaceful" demeanor will likely set a tense patient at ease. These forever loyal team members do not respond well to negative critique and deadlines. Cherish and respect this personality for the calm and sensible solutions they bring to the busy workplace, and don't try to make them who they are not.

Now, think about your team. Are you able to identify at least one team member who fits in each of these categories? A well-balanced practice will include a combination of these personalities rather than just one or two types. What would your practice be with nothing but Powerful-Perfects? There would be no shortage of managers, structure and meticulous attention to detail, but where would the fun, enthusiasm and creativity be? How about a practice with nothing but Playful- Peacefuls? Your patients would love your practice because it would be exciting, warm and friendly, however it is likely that eyewear may not always be received accurately and accounts payable may slip behind schedule.

Recognize the personalities on your team and how to make the most of their talents. Don't spend your time trying to change the personalities of your staff, know what each needs, and you change how you treat them! Because they are all talented in their own way, by understanding each team member's personality and giving each team member what they need, you will experience improved patient care, increased staff harmony, increased teamwork and fewer reasons to interview potential new team members.