Time Well Spent
It is easy to miss the value of personal connection with team members in the hurried pace of insurance claims, AR, and patient care.
In my twenty-plus years working as a dental professional, I have found that taking ten minutes on a deliberate, consistent basis to develop connections has compounded benefits. There are at least three reasons you, as a dental office manager, should systematically and deliberately find the time to speak with your team members for just five to ten minutes once a month.
Getting to Know Them
Firstly, by seeking out each person, you reinforce that you see them as individuals with value and not just a “cog on the wheel” or a way to hit production numbers.
I suggest printing a list of all your team members, including the doctors, and checking off the conversations as they happen. This way, you will be sure to speak to those who may not cross your path as often or are more difficult to converse with.
If you have not had the opportunity, then their name should be among the first conversations in the next month. Set a goal to have a non-formal, genuine, private conversation with everyone at least once a month.
Relating
Secondly, as you get to know them a bit more by asking questions about them and who and what they love, they will know you care for them as a person, not just an employee. This will help you understand who they are and what motivates and excites them.
You can open the conversation with questions that pertain to their position and work. Initially, you may ask, “How did you get here?” “Tell me your dental story.” If you are already aware of this, you can move to questions like, “Is there anything you need to perform your job better? or simply “How might I help?”
Everyone wants to have someone to listen to. As you establish rapport, then transition to questions like “How is everything going for you?” “Do you have anything planned this weekend?” and “How are the kids?”
Over repeated conversations, you can ask follow-up questions, and your conversations will deepen, along with trust, which will lead to more honest and productive conversations. Of course, there will be employees who are more approachable than others.
Be open, and if appropriate, share your own dental story and how you arrived in your current place and position.
Personally, my dental career did not “find me” until my early forties, so my story is a fun icebreaker to share with others.
Building Trust and Relationship
Lastly, as you deepen and follow up on your brief conversations, you may be surprised at what you may learn and how you can grow in your understanding, both professionally and privately. This may include shared interests, hobbies, passions, and life stages or situations.
In a large office, it can be easy only to discuss work and not get personal. As recurring conversations happen, the focus should always be on your team members and practicing active listening.
I have been in my current position for 4 years, and I have been working side by side with an associate doctor who went on maternity leave 2 weeks after my hire. Last week, as I was “checking in,” I made a comment about another team member who had lost a grandchild through a miscarriage at almost 6 months. As we shared how we might support her, the doctor shared the story of her struggle with infertility and the multiple miscarriages she and her husband had suffered. When I started, she was expecting her fourth child; I had no idea of her fertility struggles.
That conversation gave me insight and helped to cement an already strong working relationship.
The Power of Ten Minutes
A simple but intentional ten-minute touch can transform your relationships, foster teamwork, encourage collaboration, and facilitate a much stronger and more unified team. You will find that the time you set aside to practice this exercise will be time well spent both personally and professionally.
You never know; you may even find a workout partner, a fellow scrapbooker, a future pickleball partner, or join a book club!
About the Author
Beverly Kicinski, DAADOM
Beverly Kicinski is the operations manager at North Penn Pediatric Dental Associates outside of Philadelphia, Pennsylvania. She oversees fifty employees and the daily responsibilities of this growing multi-location practice, which includes pediatrics, orthodontics, and a pediatric laser center.
Bev’s passions include implementing systems to improve communication and enhance a positive and productive culture. She has been a member of AADOM since 2024 and received her Fellowship in 2023. Beverly also earned her AADOM Mastership in 2024 and her Diplomat status in 2025.
Her multi-tasking and systems mindset stems from her “on-the-ground training” while managing six children and coaching women’s high school volleyball.
