Solving conflicts between staff members as quickly as possible is beneficial for team members and patients, according to Barry Lyon, DDS.
Dr. Lyon, a chief dental officer for the division of orthodontics and pediatric dentistry for Dental Care Alliance, spoke with Becker's about the importance of conflict resolution in the dental office.
Editor's note: This Q&A is part of a weekly series featuring Dr. Lyon focused on topics in the dental industry and DSO field. The views expressed are those of Dr. Lyon and do not necessarily reflect those of Dental Care Alliance.
This response was lightly edited for clarity and length.
Barry Lyon:
When you consider the unique dynamics of a dental office and the varying degrees of daily stresses, conflicts between office personnel are to be expected. No matter how positive the office culture, no matter how long the staff has worked together, and no matter the size of the office, clashes can, and do, occur. There’s no greater "culture killer" than conflicts between office personnel. Once they occur, their effects permeate throughout the office.
The first steps in reducing conflict are to recognize it and address it before it escalates. Like any fire that needs to be put out, the smaller it is, the better. Delay in dealing with issues makes permanent damage more likely. Have the "combatants" and a mediator meet when time will not be an issue, and have each person present their concerns. Finger pointing and blame should be avoided. Remember, you’ll most likely be dealing with a "he said, she said" situation that only makes resolution more of a challenge. Bring the issues out in the open and create a plan that hopefully satisfies everyone. The goal should be compromise, and the result should be a win-win. Monitor the situation and arrange a follow-up meeting in case the plan needs tweaking.
Unfortunately, office conflict can easily be sensed by patients. This affects their confidence in the office and confidence in whether they’ve selected the proper dental office. Some patients arrive already stressed, and recognizing discord in the office simply makes things worse.