TEAMWORK REVISITED
No other aspect of a dental practice is more important than
teamwork. And in the absence of genuine teamwork, world-class dental treatment
alone cannot keep a practice viable and
growing. If teamwork is missing, patients will sense the resulting vacuum that creates
tension among team members and seek care elsewhere. I know that fact from
experience. It happened to me years ago when I left a practice in which the
staff and dentist were obviously at odds and treated patients like inconvenient
interruptions of their day.
In my opinion, a discussion of teamwork requires a precursor
of two terms: symbiosis and synergism. Symbiosis is defined as “the relationship of two or more different
organisms in a close association that may be of benefit to each.” An example of a symbiotic relationship is the
nectar from flowers taken by a bee to produce honey. Without either, nectar or
bee, honey cannot be produced. Nectar
plus bee achieves symbiosis. Synergism
is defined as “the actions of two or more organisms working together to achieve
an effect of which each alone is incapable.”
A simple example of synergism is a rope in which several strands woven
together are capable of hoisting much greater weight than the same number of
single strands could lift. The synergism created by the weaving together significantly strengthens each strand. A clever
example of synergism was proffered by a 19th century German
mathematician, Peter Dericlet, when he telegraphed a message to his father to
announce the birth of a son: “1 + 1 =
3.” That is synergism at its finest!
As you work to enrich a sense of symbiosis and an awareness
of synergism among your team members, you may choose to share the following
summaries with them at the next staff meeting. Once the staff buys in to the
concept of improved teamwork, emphasize these principles until every individual
accepts and practices them or decides that she/he would prefer working someplace
else and leaves.
What is a Team?
Let’s look first at what a team is not. A team is not an
assemblage of people who have a single purpose such as a group, committee, or
task force. A team is not simply a
number of people who report to the same dentist, manager, or coordinator. A
team is not just a collection of
individuals who enjoy working together.
A real team has
members who:
·
Have a reason for working together: serve
patients, educate them about lifelong oral health, and enjoy profit from the
practice.
·
Coordinate activities to accomplish a task: responsibilities
are skillfully delivered by committed business and clinical staff who are
willing to help one another.
·
Work toward a common purpose, to maintain a
practice that fits the dentist’s vision of what a best practice should entail.
·
Are interdependent and present a common front
and pleasant ambiance to all patients, and who understand that their
cooperation produces a greater effect than their independent efforts could
produce (synergism).
·
Are accountable as a unit, and work to prevent
errors rather than placing blame when something goes wrong. Total quality and constant improvement are watchwords.
A dental team is composed of individuals who understand they
work best together, sharing common practice goals,
practice culture, professional pride, and appreciation for one another’s skills.
A dental team is linked together by commitment, camaraderie, cooperation, and a
drive for excellence in serving patients. When symbiosis and synergism become
as natural as breathing to the individuals on the team, the team sees that: creativity
is enhanced; innovation thrives; effort becomes focused; enthusiasm catches
fire; and the office aura is peaceful, productive, and satisfying to patients and
to the dental team.
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