8.18.17 Issue #806 info@mckenziemgmt.com 1-877-777-6151 Forward This Newsletter

How to Deal with Conflict in Your Family-Run Dental Practice
By Sally McKenzie, CEO

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Unfortunately, there’s just no avoiding it. At some point, you will have to deal with conflict in your dental practice – especially if you work with family members.

When relatives are involved, it’s common for emotions and family “dynamics” to take over, which of course leads to a lot of stress and frustration that can damage your practice, as well as your relationships. For family-run practices to be successful, you have to know how to approach the arrangement from the start, and how to deal with problems as they arise.

Developing detailed job descriptions, creating clear boundaries and offering guidance will all help establish a solid foundation for a rewarding and profitable family business. But these arrangements are complex and more prone to conflict than others, so it’s important to have a plan in place that’s designed to squash conflict before it spirals out of control.

Not sure how to get started? Not to worry. I’m here to help, and have put together a few tips:

Encourage family members to express their concerns. Believe it or not, when family members work together in a dental practice, they often don’t feel comfortable questioning each other’s decisions or actions. They’re afraid they might start a family argument, so they opt to ignore any problems they see and hope they go away on their own. Typically, they don’t. They just get worse, leading to low team morale and negativity that impacts your patients’ experience and the quality of care they receive.

I suggest you create a culture where family members (and everyone else on your team) know they can come to you when they have concerns. Encourage team members to offer both positive and constructive feedback, and work together to reach solutions. This will show all of your employees that you value their opinion and see them as important members of the team, which will lead to happier, more productive employees and a more robust bottom line.

Have morning huddles every day. Morning huddles offer a good opportunity for team members to bring up any concerns they have. These meetings also help ensure everyone is on the same page before the first patient walks through the door. Communication will improve and so will efficiencies, reducing the risk of conflict.

Develop clear office policies. These policies should detail how you expect employees to behave. Make sure family members understand these policies apply to them, and that they shouldn’t expect any special treatment just because they’re your sister, your son or your wife.

Hold family members accountable. It can be tempting to let family members slide when they don’t follow established office policies or fail to meet your expectations, but trust me, this will only lead to trouble. Family members often think they can get away with more than other employees simply because they’re related to you; don’t prove them right.

If you notice family members coming in late for work each day or spending more time on social media than performing their duties, talk with them about it. If you ignore it, their productivity will suffer and so will your practice. Plus, other employees will notice, and if they think your family members are treated differently, it will lead to resentment and, you guessed it, conflict.

It’s also important to hold your relatives accountable for their systems just like you would any other employee. My advice? Meet with all team members once a month to get an update on their systems. Take the time to discuss what’s happening in every area, and then work as a team to find solutions to any problems that are identified.

Keep the emotion out of it. I know this is difficult when you’re talking about family, but remember you have a business to run. When problems come up, act strategically. Take the employees involved aside and work together to come up with a solution that benefits the practice.

Working with family members certainly can be a rewarding experience. No one knows you better or wants to see you succeed more. But the truth is, these arrangements can be complicated, and if they’re not handled correctly, you might find yourself in the middle of a nightmare scenario. Conflict is inevitable, but following these tips will help you avoid it as much as possible, and prepare you to handle it when it does come up.

Looking for more guidance to help you create a thriving family-run dental practice? Feel free to contact me and I’ll help you get started.

For additional information on this topic and more, visit my blog: The Lighter Side

Interested in speaking to me about your practice concerns? Email sallymck@mckenziemgmt.com
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