Cathy Jameson, PhD

It may seem like the ever-elusive question: how do I find the right people and keep them happy and productive? It is possible and, with some thought, focus and careful action, you can refine this until it truly is a mastered skill.

There are several key things that do not work well, so do your best to eliminate these from your practice environment. Challenge: have your team rate your office environment in these areas. You have to identify and embrace the realities of the current situation before you can make progress.

1. Angry outbursts/lack of emotional control
2. Embarrassing a team member in front of patients or co-workers
3. Inadequate compensation
4. Never accepting anything as "good enough"
5. Emotional roller coasters
6. Changing things for no reason without announcement or team involvement

We've also identified things that are effective - so try implementing these in a consistent manner.

1. Incentive Bonus
2. Statements and actions that express appreciation
3. Involvement
4. Trust
5. Respect
6. Admiration
7. Openness about problems as well as work well done
8. Integrity and commitment

Vision, goals and communication are the foundation for teambuilding and practice development. Establish the vision of the practice and design a strategic plan of action for accomplishing those goals, then study communication skills. With this foundation carefully laid, you can begin a successful journey of practice growth and enhancement.

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Katherine Eitel

As we are in the business of smiles, you would think this would be one subject I would never have to be concerned about! But I am concerned. I frequently visit dental offices that greet patients with an insincere smile... if any smile at all.

Smile!Don't let this be your office. You see between 10 and 30 new patients a month, 1 to 2 every day. In the scope of their lives, patients come rarely to our dental office. Every encounter is unique and special to them. Look them directly in the eye ... and smile your biggest smile. It costs you nothing ... but the returns are huge!

And remember that a smile definitely comes through on the telephone! In our mystery shopper calls over the past few months, there have been only a few that I recall knowing the person was smiling and sounded truly happy to have answered my call. This may be the very call that fills your schedule. So... don't worry... (better to) be happy!

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Debbie Castagna and Virginia Moore

Remember when the only perceived downfall to not giving performance appraisals was the hit to your self-esteem because you weren't being a "good" manager? Well, in today's minefield of human resources, the stakes are much higher. Now, it's downright risky. Believe it or not, your staff wants to know how they are performing-and it's not just about getting a raise -- most staff members want to do a great job.

We recommend that salary reviews and performance appraisals take place in two separate meetings, with the performance appraisal coming first. The staff member now has the opportunity to improve performance before discussing salary. If merit and profitability is there, that staff member is likely to receive a raise.

If, on the other hand, a staff member is under-performing, you must have documentation and signatures to support your concerns and expectation for improvement. Don't ever forget, Doctor, that the burden of proof is on you, and the risk involves your practice.

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