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Professional News Articles : : ON PRACTICE MANAGEMENT by Janyce Hamilton : Keeping staff happy in a down economy (for next to nothing)

Keeping staff happy in a down economy (for next to nothing)

August 12, 2009

“If mamma ain’t happy, ain’t nobody happy.”
–Unknown, but probably papa

When the doctor is in good spirits, staff and the patients feel it too. Psychological studies call this “the law of emotional contagion.”1 Neurology researchers describe this as a function of “mirror neurons” — the brain’s hardwiring to directly share the experience of another human in one’s presence.2    

So what originates good feelings in the workplace?

An article in Academic Medicine3 reported on the emotions felt throughout the day by medical students at the University of Washington Medical Center, Seattle. When feeling responsibility but a lack of respect, residents felt anger and sadness. When residents were recognized by another for their labors, they felt gratitude. It was free — often just a verbal compliment.

Gratitude at the office

April Kelly of Omaha contends the key to a happy workplace is appreciation. Her goal is for people to wake up and go to work feeling like every day is Thanksgiving.

Just nod yes.

As President of The Gratitude Academy and Senior Director, Customer Operations, Linkedin.com, there’s no talking her out of it. She explains her mission for dental practices below.

The Interview

Janyce Hamilton (JH): What you are working on today?

April Kelly: I am sharing the ideas in my 2009 book Gratitude at Work: How to Say Thank You, Give Kudos, and Get the Best From Those You Lead.

JH: Is a scarcity of thanking going on in America?

Ms. Kelly: As our lives become more crowded with demands, our ability to focus on areas such as gratitude is strained. Other areas take priority. Also, using technology for basic communications has made the ability to express gratitude easier, but not necessarily more meaningful. 

JH: You say that gratitude benefits the person expressing it.

Ms. Kelly: Think about when you have taken the time to sit down and write a card — birthday, greeting card, get well, whatever — it’s an internal energy shift. You have a pen in hand, and your brain and body get a different realm tapped; it’s a peaceful place and you feel a serene calm. From that time to when you put it into the mailbox, you envision the person getting the card, opening it and smiling. You feel good.

JH: Does being supportive in a dental practice work similarly?

Ms. Kelly: Everyone at a dental practice, either working there or the patient who walks in, has had “a day.” Approach every one with the attitude of “I can improve and change your day,” instead of “Oh look, another person. I am tired, but I have to deal with you.” The latter is a focus on putting out fires. The former is on your opportunity to do what you are good at and see if you can make a desirable change. Today’s dental assistants and hygienists feel like members of a mental health profession when they hear what comes out of the patient’s mouth in the chair. What’s key is to be empathetic. Likewise, at the morning huddle dentists can set the tone with, “I’ve known you all for a long time and we are like family. All of you should know that I appreciate your work and dedication to your job. I’m lucky to have you, and I hope I let you know this often enough.” Certainly, use your own style and wording, but the sincerity is key. Don’t say the same thing “Thanks guys so much” every day at 7:55 a.m. or it loses its value.

JH: Dentists are scaling back bonuses and parties or other perks. Could appreciation come in other ways?

Ms. Kelly: I know dentists who have decided on doing their holiday parties on a more personal level. They are doing a nice dinner at their own house and family picnics where everyone can bring a dish or a potluck. Another alternative is to take the staff to lunch instead of a formal dinner. Time off is also an affordable gift. How about a handwritten card with specific sentiments about the person? You could add a twist and frame the thank you and present it, similar to a certificate.  I did this and they averaged between $2 and $5 per award.
Recently on Linkedin.com, I asked the following poll question: “In the workplace, which one of these is the greatest motivator?”4 Their choices were merchandise, special event, cash, gift certificate, recognition.

To date, I have had 2,456 responses and 65 percent of respondents have replied with recognition, which means only 32-35 percent said money. But given this climate, you would have thought it would be the opposite. Money does make the short-term a little more comfortable, but it’s recognition that satisfies employees. It creates loyalty.

JH: Bosses are notorious for: “I don’t do thank-you’s, that’s why we pay you.”

Ms. Kelly: The biggest risk is taking people for granted. They don’t know you notice their effort. Try saying thank you for the what, how and why. For example, the what is: “You did an awesome job yesterday, Sally.” The how is: “It was done in the shortest time I’ve ever seen.” The why is: “Single-handedly getting all those letters to the patients the same day as their appointments all this week benefited the dental practice because it showed we care enough so they have the letter in their hands the next day. It also helped the rest of the staff to be able to handle other duties instead of doing part of that task for you.”

Sally feels acknowledged. She tells her girlfriend: “I love my boss!” Her friend is looking for a family dentist. Someone overhears the conversation, and on it goes.


Conclusion

The tone starts with the dentist. However, according to Ms. Kelly, the most important voice is on the front line—from the greeting to the seating. Who makes them comfortable? “Usually it is the lowest paid staff, so you want to be sure to lift them up and remind them of how important they are. Reinforce that they set the tone for the patient experience. Gratitude is the prescription for the patient experience.”

Janyce Hamilton is an award-winning Chicagoland freelance dental writer and editor. Send suggestions for topics to be covered, or any comments on this column, to review@cds.org.

© 2009, Chicago Dental Society

References

1. Emmons RA. Thanks! How the new science of gratitude can make you happier. New York: Houghton Mifflin; 2007.

2. Dossey L. I Feel Your Pain: Fact or Fiction? May 23, 2009. The Huffington Post. Accessed July 28, 2009.

3. Kasman DL, Fryer-Edwards K, Braddock CH.  Educating for Professionalism: Trainees' Emotional Experiences on Internal Medicine and Pediatrics Inpatient Wards. Academic Medicine 2003;78(7):730-741.

4. Kelly A. LinkedIn Polls. In the workplace, which one of these is the greatest motivator? June 24, 2009. Accessed July 29, 2009.