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MORE WITH LESS
WEBINAR
October 16th - Register
Below
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PHASE II: MORE WITH LESS
Our first step, Back to the Core, involves completing
the core value process which was documented in the
last three eNewsletters. We work with our clients in
carefully selecting their core values through our online
processes and coaching and then ensure they are
true core values using the Core Value Test.
After this, the definition of each core value is mutually
agreed upon by doctor and staff. Once agreed upon
definitions are determined, the core values of the
practice are selected as determined by what's best for
practice, the patients, the staff and the market. After
the core values of the practice have been selected, the
core values are then expressed as core behaviors that
are measurable. Eventually the staff will be scored on
core value behavior which will impact their annual
salary increases. Now we to proceed to Step 2, "More
with Less."
When the practice could easily generate double digit
growth, you didn't need to pay attention to efficiency,
repetitive mistakes, greater output from income
sources, or breakdowns in communication. You could
easily produce more, even though it cost you more -
more time, more staff and more money. But in today's
economy, achieving more 'with more' won't work.
The greatest cause of mistakes, errors, wasted time,
and inadequate results is poor communication. So we
start work on Step 2, 'More with Less,' by developing
an office communication structure which significantly
reduces errors, mistakes, poor handoffs and
ineffective action.
This communication technology has been taught by
The Mastery Company for the last 25 years and was
initially developed by Dr. Fernado Flores of Action
Technologies and Landmark Educational
Corporation. As with any technology, it continues to
improve over time. We define office communication as
occurring in either one of two domains,
communications for information or communications
for commitments.
Those communications for information have the
greatest chance of misinterpretation and are often at
the heart of misunderstandings and mistakes.
Communications for information include reasons,
explanations, judgments, assessments, point of view,
evaluations, stories, convincing, opinions, complaints
and gossip. These are the communications most
often used in a dental practice.
Communication for information uses past tense verbs
and, therefore, do not create new futures, they only
reinforce the past. Communication for information
does not place the speaker in a position of
responsibility; rather they reduce or remove
responsibility. Communications for information lead to
varied interpretations of what was said and ultimately
do not deliver effective action.
We educate and train our clients in communication
grounded in commitment. Commitment is spoken as
either a promise or request. A promise or request
uses verbs that are future tense. A well developed
promise or request defines a specific future outcome
in time. A promise or a request puts the speaker at the
seat of responsibility. A promise or request generates
effective action.
When a staff and doctor communicate primarily using
promises and requests, more effective action is
produced, fewer misunderstandings transpire, far
fewer mistakes occur and greater output from the
team and each individual results.
It takes several months to fully incorporate promise
and requests as the primary communication in an
office. Staff and doctors are so habituated to
communicating for information they easily fall back
into it. It takes practice and it takes discipline to
embody communications for commitment into the
daily working of a practice. But when achieved, the
outcomes are striking.
Soon after the introduction of communication for
commitment, we begin to work on mistakes. Given the
seminal work of TQI (Total Quality Management), CQI
(Continuous Quality Management), Six Sigma and
other quality improvement process, it has been
repeatedly shown that costly repetitive mistakes can
be eliminated. So borrowing from these disciplines,
we work with our clients to reduce and in some cases,
eliminate mistakes. Mistakes are extremely costly in a
dental practice. This will be the subject of our next
eNewsletter.
Dr. Marc B. Cooper
The Mastery Company
MasteryCompany.com
MORE WITH LESS WEBINAR
This Webinar will address the cardinal elements of
applying specific principles and processes to your
practice to get more output with fewer resources.
Please join us on Friday, October 16th for our 3rd in
this series of Webinars.
Start Time: 11:00 AM (Pacific)
Duration: 90 minutes
REGISTER NOW!
PreOrder VALUOCITY TODAY!
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Copyright © 2004-2010 Dr. Marc B.
Cooper &
The Mastery Company - All Rights
Reserved.
Comments or Questions -
metrix@emisar.com
Please feel free to forward this Newsletter to your
colleagues, staff and acquaintances.
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