Do's and don'ts for shaping team behavior

To make a strong and memorable impression on team members of the attitude and actions you want them to display to each other and to patients, don't just tell them, show them. By serving as the example, both in what you say and do, you'll give your staff powerful daily lessons in patient care and customer service. Remember, actions speak louder than words.

Make a conscious effort to send the right messages. Most of us have trouble seeing ourselves as others see us. Watch and listen to yourself as objectively as you can. For example, if you want your practice to welcome patients with warmth and enthusiasm, monitor your own actions in this regard. Observe how you affect those around you, and modify your behavior until you get the right results. Your team will learn to do the same.

Don't allow negativity behind the scenes. Criticism of patients or team members, even if it's kept out of earshot, will undermine your efforts to project a positive image, especially if you're the culprit. If you say one thing but do another, you'll lose credibility as the team leader.

Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].

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