Say You're Sorry

Lots of managers and supervisors think raising their children is enough to ask, and they shouldn't have to "raise" adult employees. But the reality of business is that employers have to do whatever it takes to select and develop a good team. Successful practice isn't something that just comes your way because you deserve it; it is earned. Here are some easy and effective techniques that come with the following guarantee: if you try them, they might work.

Boost Self-esteem With This Technique

You can turn ordinary employees into highly motivated go-getters by increasing their self-esteem. Kids stand up straighter when you tell them you're proud of them; so will receptionists and medical assistants. Here's an easy technique few administrators use, but which is cost free and usually works great: apologize.

Apologies show that administrators respect and care about employees, and there are plenty of opportunities for administrators to use this technique to send the message. Feelings can be hurt when the boss barks at a nurse for causing a delay in the patient flow or forgetting to put lab results on the chart for an office visit. A cutting remark or withering look can wound or anger even confident workers.

Apologies are hard for administrators who have high standards. They feel justified in voicing displeasure--even obligated to do so. They are right. We're not talking about compromising your high performance standards. But the method can sometimes do more damage than good. When administrators are under stress necessary feedback can come out as angry nit-picking.

So whenever you are disappointed in your own actions (or reactions), take the opportunity to say you're sorry. Don't feel you have to express regret for every little thing, but once in a while, letting employees know that you are sensitive to their feelings, even after the fact, goes a long way to boosting morale. When making peace with an employee, be serious and sincere, not flippant or light. It's better to say, "I'll try not to do that anymore," rather than to promise you'll never yell again.

Friendly, Sure! Friends? Nope.

Some administrators try too hard to be friends with their employees. It's not a healthy mode for parents or supervisors. It's the duty of a parent to nurture the child, but also to help him add new responsibilities to his life. The same goes for employees. Enforcing firm limits on behavior teaches employees they are equal in worth but not in authority.

Many practices bend over backwards to run a consensual, even democratic office, allowing employees to participate in policy making. It's not a normal work environment, and can be frightening to some workers who don't feel up to the responsibility. Moreover, the inmates can take over the asylum. For better or worse, the policies of the practice are designed to protect the interests of the owners of the business, who needn't feel sheepish about their earned rank.

Stay in Control: Here Are Some Other Ways to Stay in Control of Kids and Employees Who Try to Challenge Authority

• Assume leadership. You can't guide an employee and seek her approval of your decisions at the same time. Instead of saying, "I'd appreciate it if you could work some of the old accounts when you get time, okay?" announce "I want you to work the accounts over $200 now; bring me the results at the end of the day."
• Don't make rules in haste and then retract them. Rules and consequences should be discussed before they are needed rather than inventing them on the spot. It will keep you from making mistakes, over-reacting and being arbitrary. (You also won't have to apologize as much.)
• Pay more attention to good behavior than bad. Sometimes people act up as a way of getting attention. So, grant your attention when your employees' work hits the mark rather than when they are misbehaving.
• Don't let employees play one physician against another. Some kids are skillful at getting one parent to countermand the other. It's particularly nettlesome when the parents are estranged. The same can happen in a group practice when employees are allowed to go directly to physicians to lobby for what they want. They may 'shop' an idea or request from partner to partner until they find their 'buyer.'
• Don't play favorites. You try to resist with your kids and should also do so for your staff. It isn't fair and it can create neurotic behavior.
• Try "time out" when tempers rise. Parents send their kids to their rooms rather than spanking on the spot to avoid killing them. It's a good idea to postpone incident reviews and counseling sessions until the passions of the moment have passed for both the employer and employee. It will be easier to be constructive and both sides will be able to listen better, too.