The 4 Agreements Applied to Dentistry (Part 3) – Don’t Make Assumptions
We’ve reviewed why it’s important to be impeccable with our word and not to take anything personally. In the third part of this series, we’ll review why it’s essential not to make assumptions in our dental offices.
Don’t Make Assumptions
Assumption is a noun defined as a thing that is accepted as true or as certain to happen without proof. Assumptions set us up for disappointment, mainly because these assumptions we tell ourselves and then believe are untruths.
How this principle applies to our teams
In the dental office, a common assumption is that our team has specific skills needed for their duties. This can lead to frustration when tasks are not completed as expected. To avoid this, we should ask open-ended discussion questions and ensure everyone has the necessary training and skills to complete the tasks correctly.
Assuming everyone on the team knows the same information (examples: schedule changes, treatment performed, treatment planned, or next visit needed) leads to frustration. Train team members to communicate effectively with every department when updates or changes are made.
Another common assumption is that our team shares the same priorities that we do. This can lead to frustration when our colleagues don’t prioritize the same things; examples could be organization, punctuality, cleanliness, time management, etc.… During team meetings, review the importance of anything out of alignment and explain why the team must share the same vision and expectations.
Do you hear or overhear any of these statements within the office?
- “We’ve always done things this way, and it works just fine.” Assumes that procedures don’t need improvement.
- “Don’t bother suggesting anything new; they’ll never listen.” Assumes that nothing will change.
- “They say that, but they don’t mean it. Nothing ever really changes.” Assumes that there will be no implementation of new concepts or procedures.
- “I haven’t heard any issues. If there were concerns, people would raise them.” Assumes that all team members are comfortable discussing procedural concerns within the office.
Making these assumptions will limit your team’s accomplishments because they interfere with how well team members work together.
How this principle applies to our patients
With our patients, don’t assume anything, ever. Don’t assume they want the same time or day of the week on their next visit. Present treatment without hesitation, and the same for everyone; don’t assume that they can’t afford or won’t schedule treatment. Patients can sense fear (of their response) and hesitation when treatment is discussed and will second guess the necessity of the treatment.
Ask questions and express what you want. Asking questions will provide clarity, and expressing what you want is a precise way to avoid misunderstandings.
Negating limiting assumptions within your team should start with discussion questions to understand why these limiting beliefs exist and then explain clearly what is expected from the situation. Have integrity and follow up with necessary changes.
When discussing appointments with patients, offer what’s available to fill your schedule (example of expressing what you want). If a particular day or time is needed because of their schedule, they’ll tell you. For more extensive treatment plan presentations, provide all payment options available, and they’ll decide what fits their budget best. Expressing your commitment to their dental health and offering affordable finance options empowers the patient to make good decisions.
Communicate with others as clearly as you can to avoid misunderstandings. Using the previous agreements will help you be clear, direct, and kind with your words (without fault finding or blame). Sharing a clear vision for the office will help keep everyone together. Assumptions about what is expected from each department or team member should no longer be part of your daily work life.
According to Don Ruiz, not taking anything personally (the second agreement) gives you immunity in your interaction with other people. Not making assumptions (the third agreement) gives you immunity in your interaction with yourself and your thoughts. If we stop making assumptions, we can focus on the truth, not on what we think is the truth, and make our dental team shine even brighter.
In the fourth and final agreement, we’ll explore what it means to always do your best.
About the Author
Lora Graetzer, MAADOM
Lora Graetzer, MAADOM, DISIPC, a Master and lifetime member of AADOM, is dedicated to professional education and personal growth. Outside the office, you can find her outdoors enjoying an adventurous and busy life with her husband and 2 children. She is the Vice President of BAM Leadership League, an AADOM-approved DPLN, and 2023 Tier II Chapter of the Year! Check out the educational opportunities, peer connections, and fun that await you at www.BAMLeadershipLeague.com.
