Down Staff Cliques
not mediation, is your specialty. But, if staff cliques are
causing ongoing conflict, it’s time for some “faction
you may prefer to just look the other way in the face of division
among the staff and tell yourself, “Oh this kind of
thing happens in every practice”, you are setting yourself
up for a long and unpleasant career. As the dentist, you are
not only part of the team, you are the leader. Take
charge! You set the tone and the
you don’t, the informal leaders emerge reinforcing
a negative culture, building cliques, and undermining any
semblance of a team.
often materialize from a basic lack of understanding and system
breakdowns. An appreciation of diverse personalities, job
descriptions, and maintaining basic office systems all can
significantly reduce tensions among staff.
steps to break down staff cliques and build a team that clicks:
that individual personalities can and do make a significant
difference in how individuals react to one another. Invest
a small amount of time and resources in personality testing. Staff
members who understand the personalities of their colleagues,
including the dentist, are much better prepared to work with
them effectively. The Keirsey Temperament Sorter
Test found in the book Please
Understand Me, by David Keirsey is an excellent tool to
define job responsibilities. With job descriptions,
team members understand their role on the team. Subsequently,
they recognize who is responsible for which systems and
who is accountable for those systems.
morning meetings to address day-to-day issues that can cause
rifts, such as where emergency patients will be
scheduled both today and tomorrow.
that clear information be shared among the team.
For example, give front desk staff necessary details on
time required for procedures and charges associated with
employees regular feedback and establish clear
standards for professional office behavior.
each member the necessary training and tools to succeed in
their role, and celebrate the success of both the team and
as the individual players.
in having Sally speak to your dental society or study club? Click
VP Professional Relations
An Ailing Business Foundation Can Cause “Digital Chaos”
is…a Business Foundation?
The business “foundation” of your dental practice is comprised
of specific business systems and the results they generate. These business
systems support (or not) your practice philosophy, goals, and vision.
business foundation much like a foundation of a home or
office building. Without it, everything else will crumble
or at best – be out of order.
several components to a business foundation – we call
them business systems. There are twenty some business systems
running in your practice every day. In your office, they may
not have a name but they are there. Think of business “systems” as
the components that make up a solid, strong foundation.
Insurance (where applicable)
over 15 more business systems running in your practice. Here
is the question of the day. When was the last time you spent
any time or money on your business systems? If your
business foundation and supporting systems are not supporting
your philosophy and vision – what long term benefit
should you expect from your technology dollar by accelerating
you (my age and older) will remember a famous episode of “I
Love Lucy”. It was the episode in the candy factory.
Lucy was on a conveyor belt wrapping chocolate candies. Everything
was perfectly fine as long as the conveyor belt and production
machine were going slowly. As the candy producer and conveyor
belt built speed, we laughed at how Lucy tried to keep up.
Pieces of candy were hitting the floor, she was putting them
in her pocket, she even ate a few pieces. When the candy producer
and conveyor belt hit full steam – it was hilarious.
Candy was flying everywhere!
Many of you have a dental practice that operates the same way, but it’s
not quite as comical. The dentist is the candy producer, your whole team
is the conveyor belt, and Lucy is your front desk personnel.
Do you get
a sense that your practice can only produce as much as your
business systems allow?
Good, that’s the point I was trying to make.
we will identify a few business systems. I will explain common
mistakes, myths, and offer some direction on how to make sure
your business foundation is solid. With a solid foundation,
applied technology will be very rewarding for everyone.
in having Mark speak to your dental society or study club? Click
time wasted on cleaning instrument
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Baseline Analysis results in $252,000
Manchester in practice 20 years with 3 years in present location;
$600K a year; focus is cosmetic dentistry.
Increase revenues by 30%; hire hygienist
with 1/3 production in perio tx; 85% minimum case acceptance;
Increase new patients by 47% to 25/month.
29% patient retention;
$89K accounts receivable with 58% over 90 days; 86% collection
ratio; case acceptance unknown; 3 days of hygiene neede/week.
Restructuring of recall system and establish accountabiltiy; change
new patient protocol; specific scheduling goals; adding
to payment options, hire hygienist and train for perio tx.
Results within 90 days:
Patient retention is 75%; revenues increased by 42%; accounts
receivable dropped $23K; case acceptance is 92% of treatment presented;
3 days of hygiene/week producing 4 x salary with 35% perio; new
"You can't get there if you don't know where there is."
Your Practice Operating at Peak Performance?
information and the way it’s delivered was essential to
my training. If used, there is no way it will not work. My understanding
of the numbers and what they represent have really given my
confidence a boost. I can track and monitor the systems now.
Implementing everything I learned at The Center, will make my
performance like night and day."
Leslie, Office Administrator
Business Training For:
· Office Managers
· Financial Coordinators
· Patient Coordinators
· Scheduling Coordinators
· Treatment Coordinators
· Hygiene Coordinators
Your Skills NOW!
Center for Dental Career Development
Business Education for Dental
737 Pearl St. Ste. 201
La Jolla, CA 92037
For Course Information firstname.lastname@example.org