Jo Phillpot explores an empathetic principle, set out by Nicki Rowland in a recent webinar, to help you reopen and bring back your team in a positive way…
Dental practices across the UK are reopening their doors once more, not only to the public, but to a new set of challenges that might make the process feel like an uphill battle.
Not least of these will be reintroducing the team back into a working environment after a long period away from the routine, day-to-day running of the practice.
Depending on how you look at it, the pandemic can offer your dental practice a fresh start and refocus your objectives.
However, some of your staff may not see it this way and may be feeling anxious about returning to the workplace.
By following an empathetic approach with your staff, you can offer a supportive environment in which your team can rebuild.
Nicki mentions her concept of ‘innerviews’ (rather than interviews); a way of talking to your team and using key ‘f’ words in your responses that can unburden them and help you better understand their motivations.
1.Feel
Firstly, and most importantly, you need to understand your employees’ experiences through the lockdown period.
By digging deeper into what might be causing a reluctance to return to work or to work as instructed in the new environment, you might be able to find a solution to the root cause.
When your staff member voices a concern of theirs, it’s important that you aren’t dismissive or take it at face value.
Discuss this concern with them in greater depth to ensure it really is the reason, and not masking a greater issue.
An example of this would be simply, ‘I want to make sure I understand why you feel anxious about the new way we are working. Can you let me know why you feel this way?’
Here you’ve made it clear that you’re inviting them to an open and honest discussion, where their thoughts are welcome. It also opens up the conversation to the second part of the process.
2. Felt
Don’t shy away from revealing your vulnerability when leading these discussions.
By sharing that you’ve felt similar worries and dealt with similar problems, it will show your staff that you understand and want to help with your own experience.
For example, ‘I have felt the same way as you on this point and found it difficult to overcome.’
By phrasing your response in this way, you’re acknowledging and validating your team member’s concern. In turn, you’ll be moving them into a more receptive mindset and away from defensively reacting to solutions.
3. Found
This is where you can start communicating your action plan to your staff member, providing them with potential solutions to help to overcome the obstacle to returning to work.
‘I have found that if I approach the problem this way, or with these series of steps, the problem can be avoided altogether. Do you think this could work for you too?’
By using the word ‘found’, you’re reinforcing that you’ve already experienced the problem first hand and have found a way around it.
Asking the question afterwards allows them to elaborate on the problem if your solution isn’t suitable, so you can continue to work together to find another.
If you would like to find out more about how to lead your team during these turbulent times, you can see Nicki Rowland’s webinar in full here.
