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How Staff Conflict is Hurting Your Practice

by Sally McKenzie, CEO

As much as you’d like to ignore it, you can’t help but notice the tension that’s built up between some of your team members. You’ve heard the passing snide remarks and you’ve seen the eye rolls. But instead of taking your team members aside to find out what the problem is, you choose to look the other way and tell yourself they can work it out on their own. These are grown adults, after all, and you certainly don’t want to get in the middle.

The problem is, the chances of your team members working through these problems on their own is pretty slim. Let’s say hygienist “April” is upset with Scheduling Coordinator “Cindy”. Cindy can’t seem to make it to work on time, and regularly misses the morning huddle. April gets more and more irritated with Cindy, and starts talking about her to other team members and speculating about why she strolls in late every day.

April never expresses her frustrations to you or Cindy, and instead turns to passive aggressive behavior that only serves to damage team morale and your dental practice. She likely doesn’t feel comfortable talking with Cindy about what’s bothering her, so she’ll let it fester until it finally boils over and does...

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