4 THE ADA PRACTICAL GUIDE TO LEADING AND MANAGING THE DENTAL TEAM Here are four scenarios commonly found in dental practices which illustrate: • Where the flaw in communication can occur • What kinds of misunderstandings and hurt feelings that can follow • How an effective leader can remedy — and even prevent — the drama from happening in the first place Successful Leadership Starts With Earning the Support of the Team Everyone on the team should be clued in to the dentist’s goals for the practice. Keeping open lines of communication with the team about the practice’s goals and objectives helps ensure that everyone is working towards the same goal instead of being confused about roles and priorities. Dental Drama #1: My dental team members don’t support the practice the way they should. A dentist’s leadership style is the single greatest influence on the office culture. Some dentists prefer to have a level of separation between themselves and the staff this style of leadership is a one-way communication model where the dentist tells the staff what is expected of them but doesn’t necessarily communicate the rationale for the goals he or she has set or allow for much, if any, feedback from the staff. One-sided communication can leave the practice highly vulnerable to drama. In this scenario, the dentist may feel a lack of support from the team, but the reality isn’t so simple. It’s more likely that the team may not understand why a new goal has been established or what practical changes will need to be made to achieve the goal. Most importantly, they may not recognize how they can personally contribute to the goal. At the end of the day, it’s extremely difficult to get even the most invested team members to buy in to new initiatives if they don’t understand how they can play a role in the outcome. Not sharing the details of why a goal is being pursued or allowing for feedback can also create a situation where members of the staff don’t feel comfortable asking questions or getting clarification, which can lead everyone to come to their own conclusions about the best path to success, with no consideration given to an overall strategy. In reality, goals can only be achieved through momentum — and it’s tough to gain momentum if everyone isn’t pulling in the same direction. A better way of earning team buy-in would be through a more collaborative leadership style. Dentists who are the most effective leaders tend to use a two-way communication model, sharing reasons, goals and action plans designed to keep the practice moving forward. This type of dentist-leader empowers his or her team with the information they need to work together for the betterment of the practice. When this style of leadership is in place, the dentist will not only share the goal but also the motivation for setting the objective in the first place. He or she will clearly and consistently communicate why the team needs to get involved, and how each member will play a role in the overall plan for success.