Weather Whiplash in Dentistry: Why Preparation Beats Panic

Posted on June 1, 2026July 7, 2026 by Lisa Copeland

Springtime in Park City, Utah, is not for the emotionally fragile gardener.

One day, it is sunny and 70 degrees. You put out the porch furniture; the moose are visiting. You are outside in short sleeves, staring at your flowerpots like they are calling your name. The garden center is bursting with color. Everyone is feeling optimistic.

After a long, cold winter, it is tempting to believe spring has officially arrived.

Then, because the mountains enjoy a dramatic plot twist, temperatures drop below freezing that night, and you get 4” of snow!

Welcome to weather whiplash.

In Park City, the local rule of thumb is to wait until after Father’s Day to plant flowers and vegetables. It sounds overly cautious when the sun is shining, and the air feels warm. But most locals know better. We have all learned, some of us the expensive way, that early sunshine does not always mean the season has changed.

Still, we get anxious. We plant too early. Then we spend the next few weeks obsessively monitoring the forecast, covering plants, dragging pots into the garage, and hoping our beautiful little flowers survive the next cold snap.

Dentistry experiences its own version of weather whiplash.

And unlike the Park City forecast, it does not always give you a warning.

The Forecast Can Change Fast

It can happen daily, weekly, monthly, or yearly. Sometimes it shows up as schedule chaos. Sometimes it shows up as staffing challenges. Sometimes it appears in patient communication, leadership transitions, technology changes, case acceptance struggles, or team morale.

The question is not whether the weather will change. It will.

The real question is whether your team is prepared to respond when it does.

Warm Days Can Create False Confidence

In gardening, one warm day can trick you into thinking it is safe to plant.

In dentistry, one good week can do the same thing.

The schedule is full. Production is strong. The team seems happy. Patients are saying yes. Leadership feels confident. Everyone relaxes a little.

That is not a bad thing. Teams should celebrate good momentum. But warm days can create false confidence when there are no systems underneath the success.

A great day does not always mean the practice is healthy.

A full schedule does not always mean the team is aligned.

A productive month does not always mean communication is clear.

Sometimes things are working because the conditions are favorable. But when the pressure changes, the weaknesses become visible quickly.

This is where many practices get caught off guard. They assume the sunny day is the new normal. Then the freeze comes, and they realize they never built a plan to protect what was growing.

Cover the Plants Before the Freeze

The best gardeners do not wait until the plants are frozen to start looking for a tarp.

They prepare early. They watch the forecast. They know which plants are vulnerable. They know which pots need to come inside. They have a plan before the temperature drops.

Dental teams need the same mindset.

This means identifying the areas of the practice that are most vulnerable during stressful conditions. Is it the morning huddle? Patient handoffs? Schedule recovery? Treatment presentation? Conflict resolution? New patient flow? Communication between the front and back office?

When the pressure increases, these areas usually reveal themselves.

Strong communication systems act like frost protection. They do not stop the cold weather from coming, but they help the team survive it without unnecessary damage.

A clear morning huddle can prepare the team for the day’s forecast. A strong handoff can prevent important patient information from getting lost. A defined cancellation protocol can reduce panic when the schedule shifts. A consistent communication structure can help the team respond instead of react.

Preparation does not remove the challenge.

It reduces the chaos.

The Team Needs to Know the Forecast

One of the most common communication breakdowns in dentistry happens when only a few people know what is coming.

The doctor knows the schedule is complicated.

The office manager knows there is a staffing issue.

The treatment coordinator knows a patient is anxious about finances.

The hygienist knows the patient has concerns that were not documented.

The assistant knows the procedure will take longer than planned.

But if that information is not shared clearly and early, the team is forced to operate in surprise mode. And surprise mode is exhausting.

No one does their best work when they are constantly blindsided.

A team that communicates well creates visibility. They share what matters before it becomes a problem. They use the morning huddle, handoffs, check-ins, and debriefs to keep everyone informed and aligned.

In other words, they do not just hope for good weather.

They read the forecast together.

Growth Requires Both Sunshine and Protection

It is easy to love the sunny days.

It is easy to enjoy the moments when the schedule is smooth, patients are happy, and the team is clicking. Those days matter. They build confidence and momentum.

But growth does not happen because every day is perfect.
Growth happens when the team knows how to keep moving through unpredictable conditions.

In gardening, flowers become stronger when they are planted at the right time, protected when needed, and given consistent care. Dental teams grow the same way.

They need leadership. They need communication. They need structure. They need trust. They need permission to speak up before problems become emergencies.

Most of all, they need systems that support them when the day turns cold.

Keep Growing Anyway

Dentistry will always have weather whiplash.

There will be sunny days, freezing nights, unexpected storms, and seasons of change. The practices that thrive are not the ones that avoid disruption. They are the ones that prepare for it, communicate through it, and keep growing anyway.

So before your team plants the next big idea, launches the next system, or assumes the forecast is clear, pause and ask the following:

What needs protection?
Who needs to know the forecast?
How will we communicate when conditions change?

Because in dentistry, just like springtime in Park City, hope is not a strategy. But preparation?

That is how you grow.

Let’s weather the storm together. Iron out your communication in 2026.

Schedule a call today!

Book Your Session

Ready to level up your leadership?
Visit CommunicateWithInfluence.org or connect with me on LinkedIn to learn how I help dental consultants grow.

#CommunicateWithInfluence #LeadershipDevelopment #SpeakerCoach #ConfidenceSpark

When a Legacy Moves On: What Sundance Taught Me About Change

Posted on February 4, 2026April 9, 2026 by Lisa Copeland

For 43 years, Sundance and Park City, UT, were synonymous. The snow. The lines. The conversations spilling out of theaters and into coffee shops. It wasn’t just a film festival—it was a feeling, a rhythm, a shared experience woven into the identity of a place and its people.

And now, it’s moving.

Sundance, founded by Robert Redford in 1983, is heading to Boulder, Colorado. And while change like this can stir nostalgia, disappointment, or even resistance, it also offers a powerful leadership lesson—one that translates directly into dentistry, business, and communication.

Here’s the truth: legacy doesn’t disappear when location changes. It evolves.

Legacy Isn’t the Building—It’s the Experience

Sundance was never just Park City. It was the ideas. The storytelling. The platform for voices that needed to be heard. Park City was the setting, but the heart of Sundance lived in the experience it created.

Leaders often confuse where something happens with why it matters.

Dental practices do this too.

“We’ve always done it this way.”
“Our patients expect this.”
“This is how our team is used to operating.”

Those common statements are usually attached to process, not purpose.

Change Doesn’t Erase What Worked—It Builds On It

Sundance moving doesn’t invalidate the magic of the last 43 years. Those moments still mattered. They still shaped careers, conversations, and culture.

The same is true in leadership.

When a dental practice changes:

Moves away from insurance dependency
Shifts roles or systems
Evolves communication strategies
Adopts new technology or workflows

It doesn’t mean what came before was wrong.

What it does mean is the environment changed, and strong leaders adapt without abandoning their values.

The most successful practices aren’t the ones that resist change. They’re the ones who communicate through it clearly, confidently, and consistently.

The Role of Communication During Transition

Transitions fail when communication becomes apologetic, vague, or reactive.

Notice what Sundance didn’t do: apologize for evolving to a new location.

They honored the past while confidently stepping forward. That balance matters.

In dental leadership, we see breakdowns when teams say:

“I know this is frustrating, but…”
“We don’t really have a choice…”
“This is just how it is now…”

Those phrases create uncertainty and erode trust.

Strong communication during change sounds like:

“Here’s what’s changing—and why it matters.”
“Here’s how this benefits patients and the team.”
“Here’s what stays the same.”

When leaders communicate with intention, transitions feel purposeful—not imposed.

Letting Go Without Losing the Soul

Park City will always be part of Sundance’s story. But Boulder becomes the next chapter—not a replacement.

The same is true when practices evolve.

You don’t lose your culture when you change systems.
You don’t lose your relationships when you raise standards.
You don’t lose trust when you lead with clarity.

You lose trust when you hesitate, over-explain, or avoid the conversation altogether.

The practices that thrive are the ones that understand this distinction.

Stability comes from clarity—not sameness.

Leaning Forward Is a Leadership Skill

It takes courage to move something that’s working.

It takes even more courage to say, “What got us here won’t get us where we’re going.”

Sundance didn’t wait until the experience suffered to make a change. They leaned forward while the brand was still strong.

That’s strategic leadership.

In dentistry, leaning forward looks like:

Proactively training teams in communication
Designing systems that support—not exhaust—people
Making decisions based on long-term sustainability, not short-term comfort

And most importantly, it looks like leaders who don’t flinch when it’s time to turn the page.

The Question Every Leader Should Ask

As Sundance prepares for its next chapter, it invites a question all leaders should consider:

What part of your organization are you holding onto because it’s familiar—not because it’s effective?

And just as important:

How will you communicate change in a way that preserves trust, honors the past, and invites people forward with you?

Because the experience doesn’t disappear when change happens.

It evolves.

And when leaders embrace that truth—whether in film, dentistry, or communication—the next chapter often becomes the most impactful one yet.

Ready to iron out your communication for 2026? Let’s start the year off right. Schedule a Communication Confidence Coaching!

Book Your Session

Ready to level up your leadership?
Visit CommunicateWithInfluence.org or connect with me on LinkedIn to learn how I help dental consultants step on stage with confidence.

#CommunicateWithInfluence #LeadershipDevelopment #SpeakerCoach #ConfidenceSpark

The Sound of A-Flat: The Morning Note That Raised Me

Posted on January 13, 2026April 9, 2026 by Lisa Copeland

Most mornings growing up, I heard the same thing.

A single note: A-flat.

Not from a piano. Not from the radio. Not from a neighbor’s garage band (thank goodness).
It came from a small, unassuming little tool my dad used faithfully—a pitch pipe, that you see here.

And that note didn’t just float through the house…It anchored it.

A-flat wasn’t background noise. It was a ritual.

A Morning Ritual I’ll Never Forget

If you didn’t grow up around music, a pitch pipe might sound like something from a nautical movie.
But in our house, it was part of the morning routine—right up there with coffee and getting dressed.

My dad would take that pitch pipe, find his note, and tune his voice like a craftsman sharpening a blade.

Then he’d sing – Not casually – Not “I’ll-hum-while-I-shave” singing. I mean really sing!

A Bass Voice That Filled the House

My dad was a bass singer, and he had one of those voices that didn’t just sound good—it sounded earned. It was rich. Deep. Steady. The kind of voice that made you feel like everything was going to be okay.

His voice had presence. Not loud for attention—strong because it was grounded.

When he sang, you didn’t feel like you were listening to someone performing. You felt like you were listening to someone who knew exactly who he was.

He Was Great Because He Practiced Every Day

Here’s the part I didn’t fully understand as a kid:

My dad didn’t sound that good by accident.

He had an amazing voice… because he practiced every day.

That pitch pipe was his proof.

Every single morning, he practiced.

Not because someone was paying him.
Not because he had a performance that day.
Not because he felt like it.

He practiced because that’s what disciplined people do. That one A-flat note was his quiet way of saying: “This matters. And I’m going to keep getting better.”

Even as a kid, I could feel the commitment in it. I didn’t have the words for it then, but I do now.

Consistency creates confidence.

And confidence—real confidence—is built long before you “need it.”

The Lesson Hidden in the Music

The pitch pipe was a lesson disguised as music.

Looking back, I realize that pitch pipe wasn’t just about tuning his voice. It was about tuning himself. It was a daily reminder that you don’t wake up great. You wake up human… and you work.

You don’t wake up with a strong voice, strong mindset, strong marriage, strong career, strong body, strong anything. You build it.

Note by note.
Rep by rep.
Conversation by conversation.

And the truth is, most people want the outcome without the practice.

They want the performance… without the preparation.
They want the confidence… without the reps.
They want the results… without the routine.

My dad didn’t work that way and neither do I!

He Would Have Turned 100 This Week.

This week, my dad would have turned 100 years old. That was the number he had his eye on.
He was aiming for triple digits. He was aspiring to make it.

He came in a little short at 96. And sure… part of me wishes we got those extra years. But another part of me thinks: 96 years of showing up is a pretty incredible run.

Ninety-six years of life.

Of learning.
Of family.
Of mornings that began with A-flat and a man committed to doing things well.

I tooted a few A-Flat notes on his birthday!

What I Carry Forward

I don’t hear that pitch pipe every morning anymore. But I still hear it. Because the sound wasn’t just a note—it was a message.

Practice matters.
Discipline matters.
Doing the small things daily matters.

And maybe the greatest gift my dad gave me wasn’t just his voice…It was the example behind it.

He didn’t talk about consistency. He lived it.

He didn’t preach about excellence. He practiced it.

He didn’t wait to feel ready. He tuned up anyway.

Your Turn: What’s Your A-Flat?

So here’s my question for you.

What’s your “pitch pipe”?

What’s the small daily habit you do when nobody’s watching—the thing that keeps you sharp, grounded, improving?

Because that’s where the real growth happens.

Not in the big moments.
Not on the stage.
Not in the spotlight.

It happens in the quiet. In the repetition. In the A-flat mornings.

And if you’re lucky, one day you’ll look back and realize:

That little note didn’t just build a voice.

It built a legacy.

Ready to iron out your communication for 2026? Let’s start the year off right. Schedule a Communication Confidence Coaching!

Book Your Session

Ready to level up your leadership?
Visit CommunicateWithInfluence.org or connect with me on LinkedIn to learn how I help dental consultants step on stage with confidence.

#CommunicateWithInfluence #LeadershipDevelopment #SpeakerCoach #ConfidenceSpark

From Thankful to Thoughtful: Refresh Team Communication Before Year-End

Posted on November 4, 2025April 9, 2026 by Lisa Copeland

A Fall Story Worth Repeating

The scent of pumpkin spice may fill the air, but inside your practice, it may be the scent of stress that’s brewing.
It’s November—insurance deadlines loom, schedules tighten, and everyone’s running on caffeine and adrenaline.

One morning, your hygienist sighs during the morning huddle/stand-up, your front office juggles no-shows, and your assistant gives a short reply that lands like a cold slap. No one meant harm—but tension spreads faster than toothpaste on a power toothbrush!

Sound familiar? You’re not alone. This time of year, even the most cohesive dental teams can feel communication fatigue. That’s why November is the perfect month to pause, realign, and transform simple thank-yous into thoughtful, purposeful communication.

The Fall Refresh: Iron-Out Your Communications

Your practice, like your patients, needs regular wellness checks—especially when it comes to communication. My iRONMAN framework (inspired by my IRONMAN^® triathlon training) helps teams build endurance and unity through intentional communication.

Here’s how to apply it during your fall reset:

I – Identify where your team communication breaks down.
Notice recurring frustrations: missed handoffs, unclear expectations, or tone that sparks defensiveness. Awareness is the first rep in your training plan.

R – Reflect on what’s working.
What messages do connect? Maybe your treatment coordinator nails patient follow-ups, or your hygienists consistently praise the front desk. Build on that.

O – Own your role in the breakdown.
Leaders set the tone. Model transparency and accountability—because “Do as I do” always beats “Do as I say.”

N – Nurture trust through consistency.
Hold short, regular check-ins instead of long, reactive meetings. Momentum is built by frequency, not frenzy.

M – Motivate with meaning.
People commit to what they help create. Ask your team what they need to feel supported heading into the holidays. Then act on it.

A – Appreciate out loud.
Silent gratitude is nice—but spoken gratitude changes culture. Be specific: “Katie, thank you for catching that insurance issue before it became a fire drill.”

N – Navigate forward together.
End each huddle or meeting with an action step. Progress fuels positivity.

3-Step Huddle Strategy for Stronger Team Communication

A daily huddle doesn’t have to be a downer. Try this quick 3-step format to keep everyone aligned and engaged:

Celebrate a Win (1 minute)
Start with gratitude. Recognition triggers dopamine—the brain’s reward chemical—and instantly improves focus and cooperation.
Clarify the Day (3 minutes)
Review the schedule, special patient notes, and potential bottlenecks. Clarity reduces stress and reactive chatter later.
Connect the Dots (2 minutes)
End with one open-ended question: “What can we do to make today run smoother?” This sparks collaboration, not complaints.

Done right, your morning huddle becomes the warm-up, not the workout.

5 Ways to Communicate Gratitude That Sticks

Positive Psychology reports that gratitude isn’t just polite—it’s powerful psychology. Neuroscientists have found that expressing appreciation activates the same pleasure centers in the brain as receiving a reward. In short: gratitude literally feels good.

But in a dental practice, generic “thanks” can fade as fast as the numbing wears off. Thoughtful gratitude is intentional, specific, and personal. Try these five approaches:

Make it Personal – Replace “Good job, everyone” with “Tina, your calm with that anxious patient kept our day on track.”

Show It, Don’t Just Say It – A handwritten note or unexpected lunch speaks volumes.

Be Timely – Appreciation has an expiration date. Deliver it while the moment’s still fresh.

Recognize the Invisible – Celebrate the behind-the-scenes work no patient ever sees: sterilization, inventory, insurance calls.

Close the Loop – When a patient compliments your team, share it publicly. Gratitude grows when it’s echoed.

Your Communication Audit Checklist

Before the holiday lights go up, run this quick audit to ensure your team communication and gratitude game are both firing strong:

✅ Are team huddles short, focused, and positive?
✅ Do you have a plan to recognize individual contributions weekly?
✅ Does every team member know their “why” going into 2026?
✅ Is gratitude part of your performance feedback—not just holiday cards?

If you answered “no” to any of these, now’s your cue to reset before December chaos hits. explanations—this is a great time to create and promote it.

Conclusion: The Finish Line Is Gratitude

Just like training for an IRONMAN, building a high-performing dental team takes endurance, balance, and recovery. The fall season invites you to slow down, tune up your communication, and lead with gratitude that actually sticks.

When you move from thankful to thoughtful, you don’t just end the year strong—you start the new one with trust, teamwork, and loyalty that lasts longer than any pumpkin spice latte.

Call to Action (CTA):

Ready to iron out your communication for 2026? Let’s schedule a Communication Confidence Coaching session before the new year!

Book Your Session

Ready to level up your leadership?
Visit CommunicateWithInfluence.org or connect with me on LinkedIn to learn how I help dental teams build unstoppable communication strength—one conversation at a time.

#IRONMANLeadership #DentalTeams #PracticeCulture #CommunicateWithInfluence #LeadershipDevelopment #ResilientTeams #TeamReflection

October: More Than Spooky — It’s Dental Hygiene Month

Posted on October 7, 2025October 7, 2025 by Lisa Copeland

October is not just for pumpkins, costumes, and lattes—it’s National Dental Hygiene Month (NDHM), a time to highlight preventive oral health, thank the professionals in our field, and also engage patients and communities in fun, educational ways.

It’s our moment each year to shine the spotlight on the critical role hygienists play in oral health and to promote awareness of habits that support whole-body wellness. ADHA

Here’s how you can make the most of this opportunity—even if your practice is small or your resources are limited.

Why It Matters

Raise Public Awareness — Many people tend to ignore oral health until there’s a problem. NDHM gives you a built-in reason to educate and engage your patients.

Celebrate Your Team — Hygienists and assistants deserve recognition. Use this month to spotlight their expertise and dedication.

Build Trust and Loyalty — When patients see you caring about prevention (not just treatment), they feel safer and more invested in long-term care.

Ways to Celebrate in Your Practice

Here are ideas to spark momentum and keep the month lively:

1. Shine the Hygienist Spotlight

Let patients know about the people behind their care. Share short bios, fun facts, or team interviews on your website or social media. Post pictures of your hygienists in action and let your community say, “thank you.”

2. Theme Days + Office Décor

Decorate your practice with purple (the signature color for hygiene month). Encourage your team to wear scrubs, buttons, or t-shirts that say, “Ask me about my smile.” Add props, quizzes, or signage in your reception area to promote oral health messages. Your patients will notice.

3. Patient Contests & Incentives

Appointment Raffle: Book a hygiene appointment in October for a chance to win a power toothbrush or whitening kit.
Kids’ Coloring or Trivia Challenge: Give away prizes for correct answers or creative artwork. Henry Schein offers many children resources. One of my favorites is Dudley Visits the Dentist
Smile Selfie Contest: Ask patients to post their healthiest smile with your hashtag; draw a winner.

4. Candy Buyback Around Halloween

Position this as a public service: accept candy by the pound, offer a small incentive, and then donate or ship it to an organization like Treats for Troops. It’s fun, reinforces your preventive message, and gives a reason for patients to stop by your practice in October.

5. Community Engagement & Outreach

Offer free screenings or oral health workshops at schools, community centers, or local health fairs.
Partner with local businesses or nonprofits to distribute toothbrushes, floss, or educational materials.
Invite your hygienists to speak about oral health in libraries or community groups.

Use Multimedia to Engage

Patients (especially younger ones) respond well to video and visual content. Here are a couple of resource ideas to build into your month:

Lobby Video / Educational Clips: Use video loops in your reception area that explain plaque, flossing technique, or gum health. Spear Education offers free video and infographic resources built for National Dental Hygiene Month.
Social Media Stories or Reels: Share your own short video or reel (30–60 seconds) demonstrating a brushing hack or a “day in the life” of a hygienist. Drive traffic to your longer educational videos on your website.
Patient Education Videos for Kids: Use established resources like We Make Kids Smile that provide fun, child-friendly dental health videos you can share.

You can also embed your own video content—your teaching, your explanations—this is a great time to create and promote it.

Build a Monthly Calendar (Sample)

Spacing out your events keeps the month dynamic and gives patients multiple reasons to connect.

Week	Focus	Activity Idea
Week 1	Kickoff & Awareness	Launch a “Meet the Hygienist” social post; decorate the office
Week 2	Patient Engagement	Run the Smile Selfie or Raffle contest
Week 3	Outreach	Host a school visit or community screening
Week 4	Wrap-Up & Gratitude	Thank your team publicly; Celebrate your winners

Tips for Success & Sustainability

Promote ahead of time — Use your website, newsletters, emails, and social media to announce your October plan.

Make it visual — Graphics, posters, infographics help communicate key messages. Spear and Henry Schein provide nice downloadable materials.

Involve the whole team — Hygienists, assistants, front desk: everyone can participate in contests, décor, patient outreach.

Capture content — Take photos, short videos, collect testimonials. That content becomes marketing material year-round.

Offer bonuses or incentives — A small reward or discount helps encourage patient involvement and repeat visits.

Wrap-Up: Celebrate, Educate, Engage

National Dental Hygiene Month is a powerful platform. Whether your practice is large or small, you can use October to:

Celebrate your team with a Traveling Trophy
Educate your patients
Create momentum for long-term patient loyalty

By combining creativity (contests, props, video) and outreach (school events, community screening), you turn a single month into a meaningful experience that resonates throughout the year.

Here’s to healthy smiles, stronger connections, and a month-long celebration that leaves a lasting impression on your patients and your practice.

#IRONMANLeadership #DentalTeams #PracticeCulture #CommunicateWithInfluence #LeadershipDevelopment #ResilientTeams #TeamReflection

Unplugging to Recalibrate: Why Your Practice Needs a Reset

Posted on September 3, 2025September 3, 2025 by Lisa Copeland

Escaping the Noise

We recently escaped to my husband’s family cabins in Wyoming. To call these 99-year-old cabins remote is an understatement. No cell service. No internet. No potable water. Every bite of food was packed in and out.

What we did have was endless mountains, wildlife, fishing, hiking, and biking. Pure, raw nature at its best. The kind of setting that forces you to slow down, breathe deeply, and recalibrate.

That’s exactly what I needed to unplug and recalibrate: a break from the constant hum of emails, deadlines, and travel so I could decompress and recharge before diving into the rest of the year.

Why a Reset Matters

The end of summer is the perfect time to pause and reflect. Just as nature transitions from long days and bright sunshine into the crisp focus of fall, you and your practice can use this season as a reset point.

Think about it—when was the last time you hit the pause button long enough to look back at your progress so far this year? Or better yet, to ask whether the systems, strategies, and conversations in your practice are helping—or hindering—your goals?

We’re often so busy pushing forward that we forget the power of stepping back. Resetting isn’t about slowing down productivity; it’s about regaining clarity and purpose so you can move forward with intention. That kind of honesty builds respect, even when the news isn’t great.

Reflection as a Leadership Tool

While I was off the grid in Wyoming, I had the chance to think about how reflection plays into leadership and team growth. In dentistry, we often emphasize efficiency—faster workflows, more productive schedules, and streamlined systems.

True leadership isn’t just about speed; it’s about direction.

When you take time to reflect, you create space for insight. You see where communication is strong and where it breaks down. You notice where your team is energized and where burnout is creeping in. You identify what’s working—and what’s not.

This process of reflection is what allows you to recalibrate. Without it, you risk running at full speed in the wrong direction.

Want to dive deeper? Tune into my latest conversation with Anne Duffy on the Just DeW It Podcast, where we explore the power of reflection in leadership and how it drives growth, clarity, and team success.

Don’t Be Afraid to Change

One of the biggest barriers to recalibration is fear. Fear of change. Fear of letting go of the systems you’ve “always” used. Fear of disrupting what seems to be working “well enough.”

But here’s the truth: change is rewarding.

Change is where growth happens. Sometimes it means replacing an outdated process. Other times it’s investing in team training or tackling a communication gap. Occasionally, it’s about stepping back to re-examine your culture and redefining what success should look like moving forward.

The fishing shop recommended we try THIS fly for the Clarks Fork River—a bright pink foam fly we jokingly nicknamed the “pink mattress.” We laughed but gave it a shot.

Guess what? That fly caught every single one of my fish.

It reminded me that stepping outside your routine—whether on the river or in your leadership—opens doors you didn’t even realize were closed.

Practical Ways to Reset Your Practice

So, how do you bring the spirit of a reset into your practice this fall? Here are a few ideas to get you started:

1. Review Your Wins and Challenges

Sit down with your team and review the past six to eight months. Celebrate wins, acknowledge challenges, and identify areas that need attention. This creates a balanced perspective and sets the stage for improvement.

2. Revisit Your Systems

From scheduling to communication to patient follow-up, evaluate what’s running smoothly and what’s causing friction. Even small adjustments can have a big impact on efficiency and morale.

3. Reconnect With Your Team

Host a team huddle or retreat focused not just on business, but on connection. Invite honest conversations. Ask what’s working for them and what would make their jobs easier or more fulfilling.

4. Re-Engage With Your Patients

Patient loyalty comes from trust and experience. Look at how you can refresh the way you communicate, educate, and support your patients. Simple tweaks to language or follow-up systems can spark long-lasting improvements.

5. Redefine Your Next Finish Line

Success is about defining your next milestone. What’s the next big goal for your practice?

Clarify it, share it, and align your team around it.

Want more inspiration? Head over to my blog where I share how to lead your team using my iRONMAN Strategies—practical, proven tools to strengthen communication, build resilience, and cross the finish line together.

Moving Forward With Intention

Taking time away in Wyoming reminded me of the power of unplugging and recalibrating. While you may not be able to disappear into the mountains for a week, you can create intentional pauses within your practice.

By reflecting on progress, embracing change, and resetting systems, you set yourself and your team up for a stronger finish to the year.

Remember—resetting isn’t about stopping. It’s about moving forward with clarity, focus, and renewed energy. And just like those mountain trails, the path may be challenging, but the view from the top is worth it.

Don’t be afraid to try the ‘pink mattress’!

H.E.A.R. Me Out: Trust Isn’t Told—It’s Shown

Posted on August 4, 2025August 5, 2025 by Lisa Copeland

I remember working with teenagers who were reluctant to share their brushing habits. One day, I decided to skip the lecture and said, “I remember being your age—flossing was not my favorite either.” The teen laughed, relaxed, and by the next visit, their habits changed. That conversation changed my approach for the rest of my career! The Lesson? Trust is built with relatability, not judgment.

Trust. It’s a small word with massive impact—especially in healthcare, where communication is a survival skill.

Whether you’re in the operatory with a patient, collaborating with colleagues, or building relationships with referral partners, trust is the bedrock of success. But it doesn’t magically appear. Trust is built—or broken—with every conversation.

In high-performing dental practices, trust isn’t left to chance. It’s intentionally woven into every interaction using a simple, powerful structure of what I have coined: the H.E.A.R. Trust Framework.

It’s not about scripts or robotic replies. This framework helps you show up as your most authentic, effective self—every time.

Let’s break it down.

H – Honesty: Say What Needs to Be Said

Honesty is the heartbeat of trust. And let’s be real—sometimes honesty is uncomfortable.

Maybe a patient doesn’t want to hear that their treatment plan is going to cost more than expected. Or a team member needs coaching about continual tardiness.

When you speak truthfully—kindly, but directly—you show respect. You also prevent confusion, resentment, and a whole lot of drama later.

Example: Instead of sugarcoating a treatment delay, a team member says,

“I know we said today would be a quick visit, but things changed. I want to be transparent about why we’re running behind.”

That kind of honesty builds respect, even when the news isn’t great.

E – Empathy: Listen to Understand, Not Just to Respond

Empathy doesn’t mean agreeing with everyone—it means understanding them.

It’s acknowledging the patient who’s afraid of the procedure, the assistant who’s overwhelmed by back-to-back cases, or the office manager who’s navigating frustrated calls all day.

It’s saying: “I hear you. That sounds frustrating. Let’s work through it together.”

When people feel seen and heard, they let their guard down. That’s when real connection—and real trust—starts.

A – Accountability: Own Your Words and Actions

In dentistry, details matter. If you promise to send a follow-up email, schedule a call, or deliver lab results by a certain time—do it.

And if something falls through the cracks? Be honest about it. Accountability doesn’t mean being perfect—it means being dependable and humble enough to admit when you’re not.

Owning your slip-ups builds more trust than pretending they didn’t happen.

In Levin Group’s 30-year ongoing study of the top 10% producing practices, we found that one of the reasons these practices consistently performed at high levels was the existence of a culture of accountability within the practice.

Every team member does what they agreed to do, which leads to an efficient practice!

Thoughtful Delegation reduces stress and energy sucking follow up.

R – Reliability: Be the Person Others Count On

Reliability is the quiet hero of communication. It’s not flashy—but it’s everything.

Being reliable isn’t just showing up. It’s how you show up:

Are you prepared?
Are you calm under pressure?
Are you consistent in how you speak to your team and your patients?

Snapshot: The practice that starts its daily huddle on time, every time, signals professionalism and shared commitment. That reliability builds momentum—and team trust.

How will it influence referral partners? They’ll remember the office that always follows through on patient updates and makes the referring office look good.

This Applies to Every Conversation

The H.E.A.R. Trust Framework isn’t just for treatment consultations or high-stakes discussions. It applies everywhere:

A quick hallway conversation with a colleague
A team meeting about new scheduling policies
A phone call to a nervous new patient
An email update to a specialist

Each moment is a chance to reinforce—or repair—trust.

Start Small. Stay Consistent.

Building a culture of trust doesn’t require a massive overhaul. Start small. Be the person who:

Speaks with honesty, even when it’s uncomfortable
Leads with empathy, even when time is tight
Takes accountability, even when it’s easier not to
Shows up reliably, even when no one’s watching

Trust isn’t a goal—it’s a practice. A daily habit. And it’s the ultimate foundation for strong leadership, patient loyalty, and a rock-solid team.

Next time a tough conversation pops up, take a breath and remember—you don’t need the perfect words… just a little H.E.A.R. to lead with heart.

Lead Your Dental Team with IRONMAN Strategies

Posted on July 7, 2025July 28, 2025 by Lisa Copeland

What Endurance Sports Taught Me About Leading Dental Teams with Confidence, Clarity, and Grit.

Dentistry is not a sprint—it’s an endurance sport. As a two-time IRONMAN® finisher and dental communication strategist, I’ve learned that the skills required to cross a 140.2-mile finish line mirror those needed to lead a dental team with purpose and presence.

Leadership in dentistry—especially for women—requires stamina, strategy, and heart. In my work with dental teams across the country, I help professionals build communication “muscle memory” that supports long-term culture change, team engagement, and practice growth.

Let’s dive into what IRONMAN racing taught me about becoming a more powerful, authentic leader—and how you can apply these same lessons to build resilient, high-performing teams.

The iRONMAN Framework: A Metaphor for Team Strength

Training for an IRONMAN requires more than just physical ability—it demands mindset, planning, and unwavering consistency. The same goes for leading a dental team. You can’t expect to build a strong practice culture through occasional pep talks, irregular reviews, or once-a-year retreats. Communication is an everyday effort.

In my coaching, I use iRONMAN as an acronym to guide teams through building a unified, balanced, and high-performing workplace:

Every team member plays a role in practice success, just like every IRONMAN athlete needs a coach, trainer, nutritionist, and support squad. No one crosses the finish line alone.

The Mindset Marathon: Overcoming Communication Roadblocks

Endurance events are won in the mind before the body. And the same applies in dentistry. Whether you’re facing team tension, difficult patients, or fear of public speaking, your mental game determines your impact.

One of the biggest communication gaps I see in dental teams today? Leaders often confuse talking with communicating. They think because they said something, it’s understood.

But here’s the truth: If no one takes action, you haven’t communicated.
Clear, consistent, and actionable messaging is essential—especially when you’re leading change or aligning a team around a shared goal.

And just like training for a race, communication skills must be practiced, not just assumed.

Confident Communication: A Business Strategy, Not Just a Soft Skill

Too often, communication is dismissed as a “nice to have” in dentistry. But in reality, it’s one of the most powerful business growth strategies you have.

From treatment acceptance to team retention, everything hinges on how well your message is delivered—and received.

One simple yet powerful tip I share with clients: “Never deliver the punchline while moving.”
That advice from my NSA colleague, Bill Staton, changed the way I coach presence. When you’re delivering a key point—stand still. No pacing. No fidgeting. Just plant your feet and speak with intention.

It signals confidence. It earns trust. And it gives your words weight.

Body Language, Tone, and Leading with Presence

Leadership isn’t just about what you say—it’s how you show up. Your body language and tone create an energy people either trust… or resist.

Want to lead with calm authority?
✔ Maintain eye contact
✔ Pause intentionally
✔ Match your body language to your message

Authentic leadership begins with self-awareness. And it is felt long before it’s heard.

Iron-Out Your Communications: From Culture Drift to Culture Drive

In my book, Iron-Out Your Communications, I lay out a framework for strengthening team dynamics and creating a culture where everyone feels seen, heard, and valued.

When people feel safe to speak up, they bring their full potential to work. That’s where trust builds. That’s where retention rises. That’s where practices thrive.

Final Thoughts: Lead Like a Champion

The most successful IRONMAN athletes don’t just train harder—they train smarter. They build habits, lean on their team, and keep moving forward—even when it gets tough.

That’s the kind of leadership we need in dentistry.

Whether you’re a seasoned practice owner, an emerging leader, or someone finding their voice in the operatory, remember this:

Communication is an endurance sport.

Confidence is built in the reps.

No one finishes alone.

Train like a champion. Communicate like a leader. Let’s cross the next finish line—together.

#IRONMANLeadership #DentalTeams #PracticeCulture #WomenInDentistry #CommunicateWithInfluence #LeadershipDevelopment #ResilientTeams #DeWLife

What’s Quiet, Powerful, and Runs Your Dental Practice Day?

Posted on April 1, 2025April 1, 2025 by Lisa Copeland

In every dental practice, there are key players that keep the day running smoothly—the dentist, the hygienist, the assistants, and the front office team. But there’s one often overlooked role that quietly saves the day, time and time again. This role isn’t always the loudest or the most visible, but it’s critical to patient care, team culture, and overall practice success.

This silent superhero? Effective communication.

Let’s explore how this unsung hero works behind the scenes to create a thriving dental environment—and how you can harness its power more intentionally in your practice.

Communication: The Backbone of Every Interaction

From the moment a patient calls to schedule an appointment, communication sets the tone. How the front desk greets them, how the provider explains treatment options, and how team members coordinate behind the scenes ALL contribute to a seamless or chaotic experience.

It’s not just about what is said—it’s about how it’s said. Empathy, tone, body language, and clarity all play key roles. Communication affects patient trust, treatment acceptance, team collaboration, and even stress levels within the practice.

Why It Often Goes Unnoticed

Unlike technology upgrades or new equipment, improved communication doesn’t arrive in a box with an instruction manual. It’s not something you “install” overnight. Instead, it quietly shapes outcomes and interactions—without drawing attention to itself.

Many dental professionals are so focused on clinical excellence (as they should be!) that communication becomes something they assume they’re “already doing.” But poor or unclear communication is often at the root of:

Missed appointments
Patient confusion or dissatisfaction
Team conflict
Treatment plan rejections
Inefficiencies that affect production

Examples of Communication Superpowers

Want to see this silent superhero in action? Here are a few real-world examples:

1. Diffusing Patient Anxiety

A hygienist notices a patient clenching their hands during a cleaning. Instead of pushing through, they pause, make eye contact, and say gently, “Are you feeling okay? I can slow down or explain what’s coming next.” That moment of connection changes the patient’s entire experience—and builds loyalty.

2. Turning “No” into “Yes”

A dentist presents a treatment plan, but the patient hesitates. Rather than reiterating the clinical details, the dentist asks, “Can I ask what’s holding you back?” That simple question opens the door for honest conversation about cost concerns or fear—allowing the team to offer real solutions.

3. Preventing a Team Meltdown

A dental assistant feels overwhelmed but doesn’t want to speak up. During a morning stand-up, the practice manager encourages open feedback and listens without judgment. That small act of leadership reduces burnout and creates a safer, more collaborative culture.

How to Flex Your Communication Muscle

Create a Communication Culture

Make it clear that open, respectful communication is a core value. Encourage questions, feedback, and collaboration across all levels of the team.

Use Tools That Support Consistency

Morning stand-ups, patient handoffs, and internal chat systems can improve consistency and reduce misunderstandings. Set protocols and stick to them.

Invest in Training

Just like clinical skills, communication can—and should—be developed. Bring in a coach or attend workshops that focus on body language, conflict resolution, and team engagement/dynamics.

Model It as a Leader

If you’re a practice owner or leader, your words and actions set the tone. Listen actively, lead with empathy, and provide constructive feedback regularly.

Communication = Confidence, Clarity, and Connection

Strong communication isn’t flashy—but it’s powerful. It builds trust, diffuses tension, and turns patients into lifelong advocates. It turns coworkers into teammates. It turns average practices into standout performers.

So the next time your team crushes a full schedule or turns a nervous patient into a smiling one, pause and recognize what made that possible. Chances are, it wasn’t just your instruments—it was your teams invisible thread of clear, compassionate, confident communication.

In other words, the silent superhero showed up again!

Click HERE to schedule a discovery call to learn more about giving communication the spotlight it deserves in your practice.

Communicate With Influence I help dental teams turn conversation into connection—and connection into growth.

How Non-Verbal Cues Influence Patient Experiences in Dentistry

Posted on February 4, 2025February 4, 2025 by Lisa Copeland

When it comes to patient communication in a dental practice, words are only part of the equation. Recent research underscores the significant role non-verbal communication plays in healthcare settings, particularly in enhancing patient-centered care. A study published in BMC Health Services Research in 2023 found that various verbal and non-verbal communication strategies positively impacted all patient-centered outcomes.

Additionally, a 2021 article from Dartmouth’s Geisel School of Medicine highlighted that non-verbal cues, such as body language, can affect rapport, patient trust, and a patient’s willingness to adhere to a treatment plan or medications.

These findings suggest that while the exact percentage may vary, non-verbal communication remains a critical component in patient interactions, influencing perceptions and outcomes in dental care.

The Power of First Impressions

First impressions are formed within seconds, and non-verbal cues play a critical role. When a patient walks into the practice, they subconsciously evaluate everything: the cleanliness of the environment, the receptionist’s smile, and the body language of the dental team.

Posture: A confident, open posture communicates professionalism and readiness to engage. Slouching or closed-off body language can suggest disinterest or lack of confidence.
Eye Contact: Maintaining appropriate eye contact conveys attentiveness and respect. It reassures patients that they are being heard and valued.
Facial Expressions: A warm, genuine smile can put patients at ease immediately. Conversely, a neutral or distracted expression might make them feel unimportant.

In the Chair: Non-Verbal Cues That Matter

Once the patient is in the operatory, non-verbal communication becomes even more critical. Since patients often cannot speak freely during procedures, they rely heavily on visual and physical cues to interpret the situation.

Touch and Proximity: Gentle, deliberate touch when appropriate (such as during an examination) can convey care and professionalism. Being mindful of personal space and explaining actions before initiating contact helps reduce anxiety.
Tone of Voice: Even if the content of speech is reassuring, a rushed or monotone delivery can convey impatience or disinterest. A calm, steady, and friendly tone fosters trust.
Gestures: Simple gestures, like nodding while a patient speaks, show active listening. Avoiding abrupt movements can help maintain a calming environment.
Body Orientation: Facing the patient directly when speaking to them—even if briefly—shows respect and full attention. Speaking while facing a computer or chart can unintentionally make patients feel secondary.

Reading the Patient’s Non-Verbal Cues

Communication is a two-way street. Dental professionals should also be adept at reading their patients’ non-verbal signals to gauge comfort levels, anxiety, and understanding.

Signs of Anxiety: Fidgeting, clenched fists, shallow breathing, or avoiding eye contact can indicate stress. Recognizing these cues allows the dental team to address concerns proactively.
Understanding and Engagement: Nodding, maintaining eye contact, and relaxed posture often signify that the patient is comfortable and engaged.
Discomfort or Confusion: Furrowed brows, hesitation, or glancing around the room may signal confusion or a need for further explanation.

Enhancing Non-Verbal Communication Skills in the Dental Team

Improving non-verbal communication within the dental team can positively impact both patient care and team dynamics. Here are some strategies:

Training and Awareness: Conduct regular training sessions on body language awareness and effective non-verbal communication. Role-playing scenarios can help team members identify and adjust their non-verbal habits.
Self-Reflection: Encourage team members to reflect on their own body language and how it might be perceived by patients. Video recordings of patient interactions (with consent) can be a powerful tool for self-assessment.
Consistent Team Cues: Develop consistent non-verbal signals within the team for smooth, silent communication during procedures. This not only enhances efficiency but also minimizes patient anxiety by maintaining a calm atmosphere.

The Environment as a Non-Verbal Cue

Non-verbal communication isn’t limited to body language alone. The dental office environment itself sends powerful messages to patients:

Cleanliness and Organization: A tidy, well-organized space suggests professionalism and attention to detail, both of which are reassuring to patients.
Decor and Ambiance: Calming colors, comfortable seating, and soft background music can create a welcoming atmosphere.
Team Presentation: Professional attire, name badges, and a cohesive dress code contribute to a polished, trustworthy image.

Case Study: The Impact of Non-Verbal Cues

Consider two dental practices:

Practice A: The receptionist barely looks up when a patient enters. The dental assistant avoids eye contact and rushes through instructions. The dentist speaks in a monotone voice while focusing on the computer.
Practice B: The receptionist greets the patient with a warm smile and friendly eye contact. The dental assistant introduces themselves with an open posture and attentive gestures. The dentist maintains eye contact, explains procedures clearly, and uses a calm, reassuring tone.

Patients in Practice B are likely to feel more comfortable, respected, and confident in their care, even if both practices provide the same clinical quality.

Conclusion

Non-verbal cues are a powerful, often underestimated component of patient communication in dental practices. By becoming more aware of these cues and intentionally cultivating positive non-verbal behaviors, dental professionals can enhance patient trust, reduce anxiety, and improve overall satisfaction. In the end, it’s not what you say—it’s how you say it, without saying a word.

Additional Resources:

bmchealthservres.biomedcentral.com Quality communication can improve patient-centred health. August 21, 2023

geiselmed.dartmouth.edu More Than Words: Body Language and Patient Communication. May 7, 2023

ultimatemedical.edu Nonverbal Communication Skills in Healthcare | UMA. July 9, 2024

Connect with me to learn more about how to Tune into body language in your practice.

Visit Communicate With Influence for more information.

Shaping Perceptions: Strategies to Improve Your Dental Practice’s Reputation

Posted on January 7, 2025February 3, 2025 by Lisa Copeland

Image Credit: The MindJournal

What do you see first?

This is an ambiguous image that creates an optical illusion. Depending on your perspective, you might see an apple core at first glance, while someone else immediately notices two faces in profile. This simple visual experiment highlights a fundamental truth—perception varies from person to person, influenced by experiences, biases, and expectations.

In a dental practice, perception plays a similarly crucial role. Patients, team members, and the broader community all bring unique viewpoints that shape their experiences. Understanding how perception works

Perception plays a pivotal role in the success of any dental practice. It shapes how patients view their care, how team members interact with one another, and how the practice is perceived in the broader community. Understanding and managing perception can help dental professionals create a welcoming, trustworthy, and efficient environment that fosters positive relationships and long-term success.

How Patients Perceive the Practice

Patients form opinions about a dental practice long before they sit in the chair. From the moment they first interact with your website or speak to a team member on the phone, their perception of your professionalism, care, and quality begins to take shape. Factors influencing patient perception include:

First Impressions: A clean, welcoming office space, friendly staff, and efficient scheduling set the tone for a positive patient experience. Conversely, a disorganized environment or abrupt communication can erode trust.

Communication: Clear explanations about treatment options, pricing, and procedures foster trust and transparency. Overly technical language or rushed explanations can leave patients feeling confused or undervalued.

Follow-Through: Small gestures, like a follow-up call after a procedure, can enhance a patient’s perception of personalized care.

When patients perceive a practice as caring and professional, they are more likely to return and recommend it to others. Conversely, a poor perception can lead to negative online reviews, decreased patient retention, and harm to the practice’s reputation. Watch this video for more tips on improving the patient journey.

Team Perception and Its Impact

The way team members perceive their roles, each other, and the leadership within a dental practice significantly impacts the workplace culture and, by extension, the patient experience. Consider these key areas:

Leadership Communication: Transparent, consistent communication from practice leaders fosters trust and alignment. When team members perceive leadership as unapproachable or inconsistent, morale suffers.
Recognition and Value: Employees who feel appreciated and valued are more likely to stay motivated and deliver exceptional patient care. A lack of recognition can lead to disengagement and higher turnover rates.
Team Dynamics: A positive perception of collaboration and mutual respect among team members creates a cohesive work environment. On the other hand, unresolved conflicts or cliques can lead to toxic dynamics that are noticeable to patients.

Investing in regular team-building exercises, clear role definitions, and a culture of feedback can help align team perceptions and create a harmonious workplace.

The Practice’s Perception in the Community

A dental practice’s perception extends beyond its walls to the broader community. This external perception can significantly influence its success. Key factors include:

Online Presence: Patients often research practices online before scheduling an appointment. A professional website, active social media, and positive online reviews contribute to a strong digital reputation.
Community Engagement: Participating in local events, offering educational workshops, or supporting charitable initiatives can enhance the practice’s standing as a trusted community resource.
Consistency in Branding: From signage to business cards, a cohesive and professional brand image reinforces trust and credibility.

A positive community perception attracts new patients and strengthens loyalty among existing ones, while a negative perception can deter potential patients and hinder growth.

5 Strategies to Shape and Improve Perception

Managing perception requires intentional effort and a proactive approach. Here are some strategies to ensure your practice is viewed positively by patients, the team, and the community:

Solicit and Act on Feedback: Regularly gather input from patients and team members through surveys or informal conversations. Use this feedback to identify areas for improvement.

Invest in Training: Equip your team with the skills and knowledge they need to communicate effectively, handle patient concerns, and work collaboratively.

Maintain High Standards: Consistently deliver exceptional care and service. This includes everything from clinical excellence to maintaining a clean and welcoming office.

Promote Your Strengths: Share patient success stories, testimonials, and community involvement on your website and social media platforms.

Address Issues Promptly: Whether it’s a negative review or an internal conflict, addressing concerns quickly and professionally demonstrates a commitment to continuous improvement.

Conclusion

Perception is not just about how others view your dental practice—it’s about the experiences and interactions that shape those views. By prioritizing perception, you can create a practice where patients feel valued, team members thrive, and the community recognizes your commitment to excellence. In doing so, you’ll cultivate trust, loyalty, and long-term success for your practice.

Connect with me to learn more about how to shape your practice perception.

Visit Communicate With Influence for more information.

Seizing Opportunities and Completing Tasks in Dentistry

Posted on June 4, 2024June 6, 2024 by Lisa Copeland

You might recall a post from last year about a trip my husband and I took to ride the White Rim Trail in Canyonlands National Park, UT. The 4-day adventure covered 100 miles. Unfortunately, the last 30 miles of the trail was washed out by the Green River overflowing. We had to turn around and ride back, but there was a problem: we needed permitted reservations for the limited campsites. Our last day turned into a grueling 40-mile ride in the blazing sun.

This year, we seized the opportunity to complete the portion of the trail we missed. We planned a one-day, 30-mile ride from the other entrance and rode to where we had turned around the previous year. The task was complete!

In the ever-evolving world of dentistry, seizing opportunities and completing tasks efficiently are key components to achieving both personal and professional success. Dental professionals face unique challenges and opportunities daily, from patient care to continuing education and practice management. Embracing these elements can enhance your practice and foster a fulfilling career. Here’s a comprehensive guide on how dental professionals can seize opportunities and complete tasks effectively.

Embrace Lifelong Learning

In the field of dentistry, advancements in technology, procedures, and patient care are constant. Seizing opportunities for continuous learning is crucial. Attend workshops, seminars, and conferences to stay updated on the latest trends and innovations. Online courses and webinars offer flexible options to expand your knowledge base without disrupting your practice schedule.

Joining professional organizations like the American Dental Association (ADA), American Dental Hygienists’ Association (ADHA), American Dental Assistants Association (ADAA), American Association Dental Office Managers (AADOM), and many more, provides access to resources, networking opportunities, and continuing education courses. These platforms not only enhance your skills but also keep you connected with peers who can offer support and share insights.

Enhance Patient Communication

Effective communication is the cornerstone of a successful dental practice. Seize every opportunity to build strong relationships with your patients. Clear communication about treatment plans, procedures, and post-care instructions and videos not only improve patient outcomes but also fosters trust and loyalty.

Utilize digital platforms to maintain communication with your patients. Automated appointment reminders, follow-up emails, and patient portals for accessing records and treatment plans streamline communication and enhance patient engagement. Personalized messages and educational content can also help patients understand the importance of oral health and adhere to recommended treatments.

Leverage Technology

Technological advancements offer numerous opportunities to improve dental practice efficiency and patient care. Incorporating state-of-the-art equipment and digital tools can streamline operations and enhance treatment accuracy.

Invest in digital imaging systems, electronic health records (EHR), and practice management software. These tools not only improve diagnostic capabilities but also simplify record-keeping and administrative tasks. Telehealth solutions can also expand your reach, allowing you to consult with patients remotely and offer follow-up care without the need for physical visits.

Stay informed about emerging technologies such as 3D printing, laser dentistry, and CAD/CAM systems, products, and new instruments. Adopting these innovations can set your practice apart and provide patients with advanced treatment options.

Foster a Positive Work Environment

A positive work environment is essential for maximizing productivity and job satisfaction. Cultivate a culture of collaboration and support within your dental team. Encourage open communication, active listening (video), recognize achievements (video), and provide opportunities for professional growth.

Regular team meetings and training sessions can keep everyone aligned with practice goals and updates. Foster an inclusive atmosphere where team members feel valued and motivated to contribute their best efforts. A happy and engaged team is more likely to provide exceptional patient care and efficiently manage tasks.

Focus on Patient-Centric Care

Patient-centric care is at the heart of successful dental practices. Seize every opportunity to enhance patient experiences and build lasting relationships. Take the time to understand each patient’s unique needs, concerns, and preferences. Generationally tailor your approach (video) to make them feel comfortable and confident in their treatment plans.

Collect patient feedback through surveys and reviews to identify areas for improvement. Implement changes based on their input to continually enhance your services. A patient-centric approach not only improves satisfaction but also drives positive word-of-mouth referrals.

Set and Achieve Goals

Setting clear, achievable goals is vital for personal and professional growth. Identify areas where you want to improve, whether it’s expanding your skill set, increasing patient satisfaction, or growing your practice. Break these goals into smaller, manageable tasks and track your progress regularly.

Celebrate milestones and successes along the way. Recognizing achievements, no matter how small, keeps you motivated and focused on your long-term objectives.

Conclusion

Seizing opportunities and completing tasks efficiently are essential for dental professionals striving for excellence. By embracing lifelong learning, optimizing time management, enhancing patient communication, leveraging technology, fostering a positive work environment, focusing on patient-centric care, and setting clear goals, you can elevate your practice and achieve personal fulfillment. Embrace these strategies and watch your dental career thrive in today’s dynamic healthcare landscape.

Connect with me to explore how investing in team training can unlock new opportunities for your organization.

Harmony by Design: How Dental Champions Forge Team Success

Posted on April 2, 2024April 2, 2024 by Lisa Copeland

My husband and I finished assembling a particularly challenging family puzzle created from our 2023 holiday photos. The puzzle was difficult due to the duplication of images featuring everyone in identical positions, clothing, and colors. However, the real challenge arose when we discovered a missing piece in the upper left photo! Unwilling to accept an incomplete puzzle, we took matters into our own hands. Using cardboard from the puzzle box, we fashioned a replacement piece and meticulously recreated the image using colored sharpies. Finally, with the addition of our makeshift piece, the family “portrait” was complete, and harmony restored.

Harmony in dentistry is by design. Within the bustling environment of dental practices, there exists a team of unsung heroes whose collective efforts are the backbone of every successful practice. Each person plays a crucial role in the puzzle to deliver exceptional care to patients while ensuring the smooth functioning of the practice.

Dentists

The leaders of the dental team, responsible for diagnosing and treating dental conditions while ensuring the overall health of patients. They perform complex procedures ranging from routine check-ups to intricate restorative work, surgeries, and beyond. Their leadership extends beyond the operatory. Dentists contribute to cultivating a supportive team environment, fostering collaboration and professional growth among their colleagues.

Dental Assistants

Dental assistants are the silent superheroes, providing invaluable balance and support to team members throughout the day. They do it all, from preparing treatment rooms, sterilizing instruments, assisting chairside and ensuring patient comfort. Their meticulous attention to detail and swift actions are essential for efficient days. Beyond their multi-tasking technical skills, they serve as a comforting presence for patients and team members.

Dental Hygienists

Dental hygienists are the guardians of oral health, performing vital preventive and therapeutic procedures. From thorough screenings to patient education, they ensure optimal oral and systemic health. Their expertise in identifying early signs of diseases empowers patients to prioritize dental wellness. In the practice building department, their contributions are invaluable.

Office Managers and Administrators

Office administrators are the behind-the-scenes maestros, managing the day-to-day tasks that keep the practice running smoothly. From scheduling appointments and coordinating patient records to managing billing and insurance claims, their organizational prowess ensures efficient practice operations.
Their friendly demeanor and adept communication skills contribute to a positive patient experience, from booking to departure.

Harmony by Design

In the face of emergencies, this collective effort shines even brighter. Whether it’s a dental emergency or a team member missing for the day, the quick thinking and coordinated actions are essential for effective resolution. Their ability to remain calm under pressure and work together seamlessly ensures the best possible experience for patients and the practice alike.

Conclusion

Dental practices are powered by the collective efforts of the team. Their collaboration and dedication are the driving force behind every successful patient interaction and practice operation. As we celebrate the silent superheroes of dentistry, let’s recognize and appreciate the invaluable contributions of each member forging practice success.

It’s time to shine a spotlight on these unseen champions and acknowledge the invaluable role they play in harmonizing the world of dentistry.

Connect with me if you’re interested in scheduling or discussing:

All-Team Workshops
Practice and Study Club Referral Boost

Igniting Team Spirit: 12 Creative Ideas for Team Building

Posted on February 7, 2024February 7, 2024 by Lisa Copeland

My sister and brother-in-law recently visited, and we had a blast doing activities we rarely get to enjoy together due to living in different parts of the country.

We caught the World Cup Mogul Finals at Deer Valley Resort – absolutely incredible athletes!

And we capped off our time with a magical horse-drawn sleigh ride to the Snowed Inn Restaurant at Park City Mountain Resort. Such precious moments shared!

Incorporating fun team activities is not only an enjoyable break from the routine but also an investment in building a positive and cohesive work culture.

Building a cohesive and motivated team is essential for a successful and productive work environment. While professional development and collaboration are crucial, injecting a dose of fun into the workplace can significantly contribute to team bonding. Here are twelve creative ideas to help you plan exciting and enjoyable activities for your team.

1. Escape Room Challenge: Unleash the Team’s Problem-Solving Skills

An escape room adventure is a fantastic way to stimulate collaboration and problem-solving within your team. Locked in a room with a set of puzzles, your team must work together to find clues and escape within a time limit. This activity not only encourages teamwork but also highlights each team member’s unique strengths.

2. Scavenger Hunt: Foster Teamwork in a Competitive Spirit

Organizing a scavenger hunt can infuse a sense of excitement and friendly competition into your team dynamics. Create a list of items or tasks for teams to find or complete within a designated area. This not only promotes collaboration but also enhances communication and creative thinking skills.

3. Group Cooking Class: Spice Up Team Collaboration

Enhance teamwork through a culinary experience by organizing a group cooking class. Not only will your team learn new skills in the kitchen, but they’ll also enjoy a delicious meal they’ve prepared together. This hands-on activity fosters communication, problem-solving, and collaboration in a unique and enjoyable way.

4. Game Night Extravaganza:

Unleash the Inner Gamer in Your Team Host a game night where team members can bring their favorite board games, card games, or even video games. This laid-back setting allows colleagues to relax, bond over shared interests, and engage in friendly competition. It’s a perfect way to build camaraderie outside the usual work setting. Photo courtesy of Elevate Dental Studio Annual Retreat

5. Potluck Lunch: Share a Meal, Share Stories

Encourage a sense of community and diversity by organizing a potluck lunch. Each team member can bring a dish to share, providing an opportunity to showcase their culinary skills and share a bit of their cultural background. It’s a simple yet effective way to strengthen team connections through the joy of food.

6. Volunteer Together: Making a Positive Impact as a Team

Give back to the community by volunteering together. Find a local charity or organization aligned with your team’s values and spend a day contributing to a meaningful cause. Not only does this foster teamwork, but it also instills a sense of pride and accomplishment.

7. Team Outing: A Day of Fun and Relaxation

Plan a team outing to an amusement park, museum, or sporting event. Breaking away from the office environment allows team members to relax and bond in a more informal setting. Shared experiences outside of work contribute to lasting connections and positive memories.

8. Talent Show: Unleashing Hidden Skills

Organize a talent show within your team, where members can showcase their unique talents, be it singing, dancing, or even stand-up comedy. This lighthearted activity fosters a sense of community, helps team members discover shared interests, and adds an element of fun to the workplace.

9. Themed Dress-Up Day: Expressing Creativity Together

Choose a fun theme, such as ’80s day or superhero day, and have everyone dress up accordingly. This fun approach encourages creativity, boosts morale, and provides a unique opportunity for team members to express themselves in a playful manner.

10. Team Playlist: Harmonizing Tastes and Building Unity

Create a team playlist by having each member contribute their favorite songs. Playing this music during breaks or team events adds a personal touch and showcases the diverse tastes within the team. It’s a simple yet effective way to enhance the team’s overall mood and energy.

11. CE or Book Club: Stimulating Conversation and Sharing Ideas

Foster intellectual discussions and promote camaraderie by starting a team CE or book club. Choose a course or book to attend/read collectively and organize regular sessions to discuss thoughts and ideas. This not only encourages a culture of continuous learning but also provides a platform for team members to connect on a deeper level.

12. Team-Building Retreat: Strengthening Bonds in a Relaxing Setting

Plan a weekend retreat for your team, away from the usual work environment. Incorporate team-building activities, enjoy the outdoors, and provide opportunities for open communication. A retreat allows team members to relax, recharge, and build stronger connections outside the confines of the office.

The photo, courtesy of Elevate Dental Studio’s Annual Retreat, captures a team-building activity aimed at uncovering each team member’s superpowers, as perceived by their colleagues.

Conclusion

Incorporating fun team activities is not only an enjoyable break from the routine but also an investment in building a positive and cohesive work culture. By embracing these creative ideas, you can create memorable experiences that foster collaboration, boost morale, and contribute to a more motivated and connected team.

Securing Dental Talent in Turbulent Times: Strategies from Leaders

Posted on October 9, 2023October 9, 2023 by Lisa Copeland

Position Your Practice for Long-term Success

In today’s competitive job market, attracting and retaining top talent in the dental industry has become more challenging than ever. As we navigate the “Great Resignation,” it’s crucial for dental practices to rethink their approach to talent management. Drawing inspiration from industry leaders like Chick-fil-A, we can uncover valuable strategies to create a positive workplace culture, hire the right team members, invest in employee growth, and provide exceptional customer service.

Your Employee Experience Is Your Employment Brand

In 2018, Gallup’s workplace analytics team emphasized the importance of the employee experience as the cornerstone of your employment brand. While many companies prioritize business strategy and financial aspects, it’s essential to remember that culture often outranks strategy in shaping your organization’s success. Culture encompasses the tangible actions and beliefs of your team, serving as the pulse of your practice. It’s what happens when the leader (not just the boss) leaves the room, and it continues to gain momentum by inspiring your people to conform to it. A strong culture unites everyone across different departments.

Empower Your Team with Problem-Solving Skills

Standard Operating Procedures (SOPs): Encourage team members to develop SOPs as guides for handling specific situations such as team member conflicts, difficult patients, HIPAA compliance, and OSHA requirements. Assign a leader responsible for updating these guidelines to ensure everyone stays informed.

Diverse Problem-Solving Skills: While it’s impossible to anticipate every issue, you can prepare your team with diverse problem-solving skills. These skills are invaluable when facing unexpected situations, fostering adaptability and resilience.

Build a Team-Centric Culture

Continuous Education: Prioritize team attendance at Continuing Education (CE) courses, whether live or virtual, throughout the year. Set goals for attending conferences and encourage knowledge sharing in team meetings.
Software Updates and Training: Stay up-to-date with software and technology advancements relevant to your practice. Ensure that your team receives the necessary training to maximize their efficiency and effectiveness.
Wellness Officer: Appoint a volunteer “wellness officer” responsible for checking in on employee health and monitoring the practice’s overall well-being. This role helps maintain a healthy work environment and strengthens team bonds.

Be Empathetic, Flexible, and Transparent

Times are stressful, impacting morale, health, wellness, and performance. Being empathetic, flexible, and practicing active listening can alleviate these challenges and strengthen team cohesion.
Transparency is crucial in maintaining trust and fostering a positive work environment. Keep your team informed about the state of the business, the COVID-19 situation, and emotional well-being.

Borrowing Ideas from Chick-fil-A

Chick-fil-A consistently ranks as a top-rated company for customer service. Their success is built on four strategic pillars that dentistry can adapt:

Positive Culture
• Your leadership should embody your practice’s core values and mission statement.
• Ensure that your values influence your hiring decisions.
Hiring Team Members That Fit Your Culture
• During the hiring process, emphasize your practice’s core values to potential candidates.
• Avoid hiring just to fill a void, as one negative team member can affect the entire office.
Invest in Growing Team Member’s Skills
• Provide comprehensive training for new team members, which pays off when they handle their responsibilities confidently.
• Show your team members that they are valued, offer opportunities for growth, and invest in their development.
Employees Comprehensively Trained in Customer Service
• Focus on creating a positive work environment and nurturing relationships within your team.
• Trust and empower your employees to handle customer service situations effectively.

Conclusion

By implementing these strategies, dental practices can not only attract but also retain exceptional talent during the challenging times of the “Great Resignation.” Building a positive culture, hiring the right fit, investing in growth, and prioritizing customer service will not only help you navigate the current talent shortage but also position your practice for long-term success. Your leadership will be the key determinant in achieving a better and more satisfying outcome for your team and your patients alike.

Resources

Bonus

Seeking ways to enhance team communication while enjoying a winter retreat? It’s time to kick off your preparations for the CE In The Mountains all-team event, scheduled for February 23-24, 2024, in the picturesque Park City, UT.

This event will center around improving communication and boosting productivity through engaging activities in the stunning mountain setting.

Watch the short video below for more details.

Efficient, Collaborative Dental Department Meetings: An Agenda for Success

Posted on July 19, 2023July 19, 2023 by Lisa Copeland

It is essential to have a well-structured agenda

that caters to the specific needs and goals of each department

Monthly department meetings are crucial for dental departments to ensure effective communication, collaboration, and continuous improvement. To make the most of these meetings, it is essential to have a well-structured agenda that caters to the specific needs and goals of each department.

In this post, we will explore sample agendas for doctors, administration, dental hygiene, and dental assistant departments, highlighting key topics that promote efficiency, engagement, and teamwork.

Ensure that each department meeting agenda is tailored to the specific needs of the practice. Relevant topics that require broader discussion or are informational should be carried over to the all-team meetings. This approach ensures alignment and unity within the entire team, allowing everyone to work cohesively towards goals.

Doctors’ Department Agenda

Clinical Case Discussions
Present and discuss complex or noteworthy cases to seek input and feedback from other doctors, fostering collaborative decision-making.

Continuing Education Opportunities Share information about upcoming conferences, webinars, or workshops to encourage ongoing professional development among the doctors.

Treatment Planning and Protocol Updates Review any changes or updates to treatment protocols, clinical guidelines, or evidence-based practices.

Professional Collaborations and Referrals Discuss strategies to strengthen relationships with general dentists and specialists, establishing robust referral networks to provide comprehensive patient care.

Quality Assurance and Risk Management Address strategies to enhance patient safety, minimize clinical risks, and ensure compliance with regulatory standards.

Team Feedback and Engagement Encourage open communication, listen to team feedback/concerns, and provide a platform for doctors to share ideas or suggestions for practice improvement.

Administration Department Agenda

The administration department plays a pivotal role in the practice, acting as the essential connective tissue. They regularly interact with all team members and patients, making them privy to valuable insights and information. Their role allows them to be attentive observers, attuned to various happenings within the practice.

Financial Updates
Review the practice’s financial performance, including revenue, expenses, and any budgetary adjustments.

Administrative Policies and Procedures
Communicate updates on office policies, such as appointment scheduling, insurance verification, billing processes, and patient records management.

Patient Feedback and Complaints
Discuss any feedback or complaints received from patients and develop effective strategies to address them.

Human Resources
Address staffing needs, personnel changes, performance evaluations, and opportunities for professional growth.

Technology Updates
Share information about new software, tools, or systems implemented to streamline administrative tasks and improve efficiency.

Marketing and Patient Acquisition/Retention
Discuss marketing initiatives, community outreach programs, and patient retention strategies.

Dental Hygiene Department Agenda

The dental hygiene department meetings encompass a comprehensive range of critical areas within the practice. By aiming to continually enhance patient care and uphold the highest standards, the meetings revolve around various key aspects.

Review Patient Care Protocols
Discuss updates on best practices for oral hygiene instructions, preventive treatments, and patient education materials.

Continuing Education Opportunities
Share information about upcoming training programs, conferences, or online courses to enhance the knowledge and skills of dental hygienists.

Case Presentations
Share challenging or interesting cases encountered, facilitating peer learning and problem-solving.

Equipment and Supplies Update
Discuss any changes or needs related to dental hygiene instruments, materials, or technologies.

Patient Feedback and Satisfaction
Share patient feedback and discuss strategies for improving the patient experience.

Collaborative Efforts with Other Departments
Discuss ways to improve communication and collaboration with the dental assisting and administration departments for streamlined patient care.

Dental Assistant Department Agenda

The dental assistant department meeting serves as a central forum to focus on the essential aspects of daily clinical operations, equipment and supply management, and maintenance, while also emphasizing lifelong learning and fostering collaboration.

Clinical Procedures and Techniques
Review and reinforce proper chairside assisting techniques, infection control protocols, and dental materials handling.

Equipment Maintenance and Sterilization
Discuss proper maintenance, calibration, and cleaning of dental equipment, ensuring adherence to sterilization guidelines.

Inventory Management
Evaluate inventory levels and discuss any supply needs or changes in ordering processes.
Patient Scheduling and Coordination
Share updates on scheduling protocols, appointment coordination, and ways to optimize patient flow.

Training and Professional Development
Discuss opportunities for dental assistants to enhance their skills and knowledge through training programs or certifications.

Interdepartmental Collaboration
Explore ways to improve teamwork and communication with the dental hygiene, administration, and doctors’ departments.

Conclusion

Efficient and collaborative monthly department meetings are vital for dental departments to achieve their goals effectively. By following specific agendas tailored to each department’s needs, dental practices can ensure that important topics are covered, promoting open communication, continuous learning, and a patient-centered approach. Embracing these structured meetings will foster a productive and harmonious work environment, ultimately leading to enhanced patient care and practice growth.

Bonus

To expand your understanding of meeting formats and agenda structure, schedule a discovery call with me. During the call, we can delve deeper into the specifics and explore the details you’re interested in.

Looking to improve your team communication and a winter retreat?

Start planning now with a February 23-24, 2024 all-team event focusing on communication and practice productivity in Park City, UT

See more details below.

Achieving Dental Team Bliss: Dividing Tasks to Multiply Success

Posted on June 6, 2023September 19, 2023 by Lisa Copeland

You have a deep understanding of your team members, more than anyone else. However, have you ever delved into the reasons behind their actions, what truly motivates them, or when do they perform at their peak?

When individuals are placed in roles that align with their unique talents, their energy, and passion have the power to ignite outstanding performance within themselves and inspire their colleagues to do the same. Dental team bliss is achieved!

Workplace Communication Styles

Understanding people’s fundamental communication styles and making minor adjustments to align with their style can have a significant long-term impact.

The following categories provide a general understanding of how individuals process information and respond.

It’s important to note that there may be overlaps in these styles depending on the specific circumstances.

Personal communicators prioritize the emotions and feelings of others in their communication.
Functional communicators place importance on the logical order and sequence of operations in their communication.
Intuitive communicators tend to focus on the broader perspective and the big picture in their communication.
Analytical communicators are primarily concerned with accuracy, facts, and details in their communication.

There was a newsletter published by Inc.com that discussed the different communication types and their influence on leadership.

I often recommend teams utilize a tool that helps uncover the strengths and communication styles of each team member. Throughout my experience in corporate and clinical settings, I have come across various assessment tools. However, the one that personally resonated with me the most was CliftonStrengths, previously known as StrengthsFinder.

Teamwork Multiplies Success

Throughout my 30-year career in dental hygiene, I have been fortunate to work in offices that have demonstrated exceptional success in the dental business realm. These experiences have allowed me to witness firsthand the power of practicing what we preach and fostering an “all-in” mindset among every team member.

I’m curious, how many of you have had similar experiences in your careers? It truly is an incredible feeling to know that you are making a meaningful contribution in such a significant way.

And let’s not forget, communication processes play a vital role in making all of this happen!

Feedback vs. Coaching

The younger generation has increasingly high expectations for ongoing coaching and mentorship in the workplace.

Traditional feedback tends to be focused on the past, dwelling on mistakes that have already occurred and cannot be changed. This type of feedback is typically one-directional and often leaves a negative impression. It primarily consists of managers providing feedback to their employees on an infrequent and isolated basis.

What is truly desired is a timely, open, and honest conversation that goes both ways, strengthening relationships instead of being a one-sided dialogue of criticism.

Coaching conversations, on the other hand, are collaborative and aim to find mutual solutions that leverage the team member’s strengths and potential for the future.

In many professional situations, the emotional factor plays a significant role in determining success. This includes how individuals feel after interacting with you and how the team feels about new initiatives or product implementations.

Consider adopting the role of a coach and mentor rather than simply being a boss. This shift in approach can lead to more positive and impactful relationships within the workplace.

Conclusion

Understanding the reasons behind your team members’ actions, their true motivations, and when they perform at their best is crucial for unlocking their full potential.

Utilizing tools like CliftonStrengths can help uncover individual strengths and communication styles within a team. This understanding can foster a collaborative and supportive environment where everyone can thrive.

Ultimately, success in the workplace is not solely based on technical skills but also emotional factors and the overall experience of individuals and the team. Embracing a coaching mindset and nurturing positive relationships can lead to a more fulfilling and impactful professional journey for everyone involved.

If you would like to learn more about customized team communication training, let’s connect.

Let’s Celebrate Our Dental Hygienists This Week

Posted on April 4, 2023April 4, 2023 by Lisa Copeland

DENTAL HYGIENIST APPRECIATION WEEK

An annual celebration that recognizes and honors the critical role that dental hygienists play in promoting oral health and preventing dental diseases. This week, which takes place in April every year, presents an excellent opportunity for us to show our gratitude and appreciation for the hardworking dental hygienists in our community.

Dental hygienists are experts, leaders, health advocates, and influencers who contribute significantly to the success of our dental practices. The American Dental Hygienists’ Association (ADHA) is committed to supporting dental hygienists throughout their careers and beyond.

ACKNOWLEDGEMENT

Acknowledgment is key to building a strong and cohesive team that is committed to the success of the dental practice. Showing appreciation for their work, attitude, and engagement helps to boost morale, increase productivity, and promote a positive work environment.

There are many creative ways to recognize the contributions of dental hygienists to the success of the practice.

Team members can write thank you notes highlighting the dental hygienist’s unique superpower
Decorate the office to make patients feel a part of the celebration
Post photos and articles on social media
Treat the team to breakfast or lunch in their honor.

Small gifts, such as gift cards, flowers, or a preferred morning beverage every day for the week, can also go a long way in making dental hygienists feel appreciated.

Additionally, paying for a continuing education/professional development course or donating to their favorite charity can show how much you value their work and commitment to oral health.

CELEBRATE ALL YEAR

It’s crucial to celebrate and recognize team members’ contributions throughout the year, paying special attention to each specialty’s daily, weekly, or monthly recognition.

Let everyone know the impact they have on the dental practice, patients, vendors, and referrals, as everyone’s contributions are critical to the business’s bottom line.

Let’s take this Dental Hygienist Appreciation week as an opportunity to celebrate our dental hygienists, show our gratitude for their hard work, and recognize their contributions to the success of the dental practice.

By doing so, we can boost morale, create a positive work environment, and promote a culture of recognition and appreciation that will benefit everyone on the team.

Bonus: Watch Dental Team Engagement Hack for more tips.

Dental Leadership is a Team Sport

Posted on October 4, 2022October 4, 2022 by Lisa Copeland

Every

Dental Team Member

is a

Hero and a Leader

Each team member has leadership skills!

Learn about each team member and empower their strengths!

Bi-Directional Leadership

Great leaders reduce team turnover by UP-skilling AND RE-skilling team members.
Let’s look at Bi-Directional Leadership as the first step to creating a happy, engaged, and productive team. By doing this you will:

Reduce Turnover

The individual feels appreciated for their knowledge.

40% of US Employers estimate the cost of a bad hire is $25,000.00
Hard and soft turnover is 1.5-2.5 x’s of the annual salary.
Resulting in: opportunity loss, training costs, lower morale, performance decline, team drama, absenteeism, tardiness

Improve Team Engagement

Gallup’s State of the Global Workplace 2021 Report identified global employee engagement as very low with a rate of 20% / 34% US / CAN. Think of it as an equation in dentistry.

Team Member + Engagement = Retention

Increase Production

A team working cohesively and sharing the load will be far more productive than individuals working in silos without collaborating. Bi-Directional Leadership links everyone together, no matter what role they play on the team.

What It Takes

Where problems occur is when the boss is not a leader

Great leaders have specific qualities such as:

Mentor
Team player
Decision Maker
High Functioning Communicator (HFC)

Let’s face it many leaders possess some of these qualities but can’t check every box.

If you are a great decision maker, but not confident in your mentorship abilities, hire a coach and learn mentorship strategies or tap into a team member’s strength who has proven mentorship skills.

It is not the leaders’ job to have all the ideas, it is to make sure all the ideas are heard and collectively, the best idea is supported by the team.

When everyone’s voice is heard and valued we are inspired
to go beyond what is expected of us!

Worth Vs. Value

Let’s define worth vs value.

Say you have a painting in your closet Worth or appraised at $1M.

The Value of that painting is $0 if nobody sees it.

The Worth of your child’s 1st-grade drawing = $0

But the Value is PRICELESS!

Clinical Practice Translation

Practicing Active Listening – The value of active listening is priceless!
Office equipment – It is worth the investment to have the right tools. The ROI is the value of effectiveness and efficiency.
Employee hiring – The wrong employee for a lower salary will not benefit the practice.
Retention – Continually recognizing the value each team member brings to the practice will ensure loyalty and unsolicited marketing.

Bonus Communication Tips

Watch the video below.

Communicating Confidence with Team Members and Patients

Posted on August 4, 2022September 22, 2022 by Lisa Copeland

Every dental team member deserves a fulfilling career in a highly functional dental practice, customized generational appreciation, and strategically developed intra-team and intra-department communications. These are necessary to make their career easy and enjoyable every day.

By communicating confidence with your team, your patient relationships become effortless to develop and nurture.

First Impressions

First impressions are lasting impressions. Research from New York University indicates that people make eleven major decisions about us in the first seven seconds of a meeting. It is referred to as the 7/11 Rule. These are important aspects of our lives, such as educational and economic levels, credibility, trustworthiness, sophistication, political background, and more! Fast judgments, made in just seven seconds, have a long-term impact.

Also, according to this study, we spend the rest of our time acquiring evidence to prove that our initial impression of that person or event was correct, whether it is or not. Learn more at Neural Circuitry of First Impressions.

The ‘secret sauce” to making a great first impression is to break the patterns of expectations, so your patients engage emotionally.

It’s All About Hospitality

A friendly smile and greeting for every patient. A personal story, family connection, or a referral reference. A topic you are comfortable with puts you and the patient at ease.

We’ve all encountered the receptionist that knows every patient and their family members the moment they enter your office. They remember vacation destinations, birthdays, graduations, and grandchildren! You may have “that” person on your team right now. Never let them go; they are an incredible asset to your practice.

There Are Rarely Second Chances

Because people want to believe their first impression was correct, they rarely give the person or dental practice a second chance. For most people, their first impression sticks.

How can we become more aware of how we are perceived as a dental practice and team?

One way is to watch people’s body language and note their reactions to our spoken words. Actions speak louder than words and can give us great insight into the tone the appointment may have.

Another strategy to make a more positive impression is to have an SOP, a Standard Operating Procedure, of how each situation in the office might play out. If you have communication guidelines for common interactions that occur regularly, you have prepared your team well. You have also given them the confidence and empowerment to handle routine office communications. Understand that we cannot replicate every detail, but team members will be more prepared to react, particularly if they notice that the interaction is not going in a positive direction.

Introducing Protocols

Have an all-team meeting and decide, “What are the ten most common situations we have throughout the day?” Develop a script or a specific protocol of how these interactions should evolve.

The practice should analyze every interaction before, during, and after the appointment. All three aspects allow us to influence the patients’ impression positively. Again, having standardized procedures, processes, and conversations can help people walk through different experience expectations of the patient.

Before And After

As a before-experience example, a new patient calls to schedule an appointment, and they are immediately put on hold, or the office doesn’t answer the call. Instead, they play a message indicating they are with another patient or on another line. The number one aspect of creating a positive experience is taking care of the patient that is in the office. However, no phone call should ever be left ringing or going to voicemail. Make it a practice priority. Either of these situations creates a negative experience. Most patients aren’t going to wait, leave a message, or call back. They will hang up, move on, and your practice has lost a new patient.

People Want Help Now

People want to be taken care of immediately. We have to honor that. The positive aspect of immediate engagement is that we can thank them for calling our office and begin establishing a relationship. We’d love to help them eliminate pain or meet their dental wants and needs. Take the time to express appreciation and acknowledge the confidence they’ve put in us by calling our office for treatment.

Once they are an existing patient in the practice, make a special effort to get to know them personally: family members, where they go on vacation, who their grandkids are, who had a baby, and who’s graduating. Knowing personal details can help create a trusting relationship and loyalty to your practice. Be sure to make notes in the patient’s personal section of their chart, not in the clinical notes! This allows the team to get to know them as well.

Having a collaborative working relationship with all members of your dental team brings joy to the work we all do and excitement about serving our patients in clinical practice.