Compassionate Leadership: Navigating Staff Challenges Outside the Dental Office
Amid the daily stress of running a dental practice, it’s easy to overlook the personal struggles that our staff members may be facing outside of work. Yet, these struggles can profoundly impact their ability to perform their daily tasks and contribute effectively to the team.
As leaders in the practice, it’s essential for us to lead by example and prioritize empathy and understanding in our interactions with staff members.
Empathy in the Dental Office Begins with Good Leadership
Establishing a culture of empathy begins with leadership, starting from the doctors and managers downwards. By demonstrating empathy towards our team members, we gain their trust and foster a culture of compassion and support within the practice. This lays the foundation for a positive work environment where team members feel valued and understood.
However, it’s also essential to observe and recognize when an employee may be taking advantage of a situation to avoid their responsibilities. While empathy is key, it’s equally important to maintain accountability and address any instances of misconduct or poor work ethic promptly and appropriately.
Dealing with Personal Issues
One common scenario that highlights the importance of empathy is when a staff member is having a bad day due to personal issues.
They may appear withdrawn, irritable, or disengaged, leading others to interpret their behavior as negativity or poor teamwork. In reality, they may be struggling with family problems, health issues, or other personal challenges that are weighing heavily on their minds. They also may not be aware of how these burdens are being reflected towards other people and encounters.
In such instances, we need to encourage colleagues to offer one another the benefit of the doubt and lend a compassionate ear. Rather than rushing to conclusions or making judgments, take a moment to connect with your coworker, provide assistance, and listen attentively.
A simple inquiry about their well-being can offer much-needed comfort. This act of empathy contributes to making them feel supported and valued during challenging times.
It’s also important to acknowledge that some individuals may prefer to keep their personal lives private, and that’s perfectly acceptable. If you are assured that the employee’s stress isn’t work-related and that there is no need for immediate intervention, just let them know you’re available if they need support or wish to talk.
How to Deal with Complaints
When employees have come to me to complain or “vent” about one another, I remain neutral. I never show my cards and agree/disagree with them. I stay quiet and listen to them. I do this because I want my staff to be “heard” regardless of how they are feeling. Even the ones who are complaining should feel supported as well.
Once they are done “venting,” I remind them that the behavior they are referring to is out of the ordinary and to consider that this person may be struggling with something that has nothing to do with work.
I can tell you that this always makes them process what I said and then instantly recognize that they were quick to judge. This works quite well, and then their attitude towards that person/situation totally shifts.
Creating a Comfortable Environment in the Dental Office
Again, by fostering a culture of empathy, we can create a supportive environment where team members feel comfortable sharing their struggles and supporting one another through challenging times.
Remember, it’s our responsibility to educate our staff on the importance of empathy, compassion, and understanding in the workplace.
In conclusion, let’s remember that our staff members are more than just dental professionals—they are human beings with lives outside of work. By prioritizing empathy and understanding, we can build stronger, more resilient teams that are better equipped to handle the ups and downs of work and life.
About the Author
Anjy Boussy, FAADOM
Anjy Boussy, Business Manager at Advanced Periodontics and Implantology in Michigan, brings 20 years of clinical and administrative expertise. As a Certified Dental Assistant (CDA) and Certified Dental Business Professional (CDBP) through the Michigan Dental Association, she fosters a positive team environment while prioritizing ongoing career growth.
When not at work, she enjoys spending time with her husband and three children, traveling and enjoying delicious food.
Anjy has been a member of AADOM since 2018 and earned her FAADOM in 2024.
