5 Habits That Kill Team Unity
“You may have the greatest bunch of individual stars in the world, but if they don't play together, the club won't be worth a dime.” — BABE RUTH
We get to see a LOT of dental practices – the consistently successful ones all have one trait in common: a unified team.
As we look closer, we realize that a culture of unity is intentionally created and protected. Many practices, though, are made up of smart, talented individuals who, as a group, just can’t get the job done.
If you have a team like that, you can be sure it is under attack from one or more of what Dave Ramsey identifies as the five enemies of unity:
- POOR COMMUNICATION
- GOSSIP
- UNRESOLVED DISAGREEMENTS
- LACK OF A SHARED PURPOSE
- SANCTIONED INCOMPETENCE
1. Learn How to Communicate Effectively
Before you skip this part because your team has been together for a long time and you think you've arrived... keep in mind that the more we go along in our career, the ‘better’ (not more) we need to communicate.
Leaders, listen up! Poor Communication is the most cited reason for frustration and lack of fulfillment by team members. That's right - great team members are leaving dental practices because too many leaders function via ‘mushroom communication’ – keeping team members in the dark and feeding them manure. That won’t work. Winning dental practices must have a culture of effective communication, and as the leader you set the tone. Without it, team members are detached and insecure, and the scenario we create with our imagination is generally far worse than the reality. I get it - sometimes you just don't have the answers, so you put off sharing. Leaders - embrace ambiguity! It’s okay to say, ‘I don’t know, but I think there’s a better way. When in doubt, overshare!
Team members, are you confused about the expectations in your role? Do you find yourself not knowing whether or not you’re meeting expectations? Feeling frustrated because you aren’t getting any feedback from your leader? Whatever you do, don’t allow your frustration to grow while waiting for someone to give you direction. Leaders aren’t perfect. They can’t read your mind, just as you can’t read theirs. So how do you fix it? ASK!! Initiate a conversation by asking your leader ‘How well am I meeting your expectations?’
Doctors and team members… are you frustrated because someone else isn’t towing the line? As the leader, or even a fellow team member sometimes it’s easier to ‘rescue’ someone else on the team by fixing their mistakes, cleaning up their messes, complaining to someone else, etc. STOP IT! This isn’t healthy for your culture and will breed resentment. So how do you fix it? Take the fall. Yes, that’s right – take responsibility for rescuing your fellow team member. You might say something like ‘I have to apologize – I’ve been doing ______ because it was easier at the time than taking time to train you/provide the right resources/tools for you to be successful. What tools/resources do you need in order to accomplish this part of your role in the office?’
2. Shut Down the Gossip!
By definition, gossip is saying something negative about anyone or anything to someone who can’t do anything about it. It may be human nature for people to talk about each other, but that doesn’t mean you have to put up with it. It is impossible to create a unified team with a bunch of gossips. Gossip pushes people apart instead of pulling them together, and everyone knows you can’t trust a gossip!
Yeah, I know. Sometimes you just need to 'vent'. Gossip feels like bonding - but it’s toxic and will come back to bite you later!
So how do you fix it? Your first step for shutting down gossip is to take a look in the mirror. Are you guilty of talking negatively about someone on your team to anyone who can’t do something about it? Your team watches everything you do, and they will naturally follow your example. Additionally, When a fellow team member complains to you about someone else, don’t participate in the gossip. Redirect them to someone who can do something about it! As the leader, declare right now that gossip will no longer be tolerated.
3. Stop ignoring unresolved disagreements
Unresolved disagreements turn into unaddressed pain - ignoring it doesn't make it go away... it amplifies the pain. The only path to resolving past hurts is through humility and love.
Most of us avoid conflict like the plague. But did you know that conflict can actually be constructive? By tip-toeing around conflict in an effort to not rock the boat, we are actually creating leaks in the team culture ‘boat’, ultimately affecting the integrity of the craft. If avoided, it will sink over time. But when we address conflict head-on, a level of respect is developed that feeds the health of your practice culture.
So how do you fix it? Deal with conflict like you would deal with a splinter: Pull it out right away, even if it hurts. Don’t leave it until it’s infected, causing even greater pain. A little healthy conflict can wash out the wound and allow the parties to go forward in a spirit of unity. Go directly to the source of your frustration. Avoid doing so in a group setting like a team meeting to avoid an ambush!
4. Provide frequent clarity
Have you ever seen a football team—a successful football team—that didn’t know where the end zone was? Or one that was made up of skilled players who had no idea what their roles were in reaching the goal? Of course not. But every day, people show up to work with no idea what success looks like or how their work contributes —but they are still expected to be 'successful'.
The leadership ‘experts’ say you should recast your vision every 21 days. It’s also been said that we all need to hear something 20 times before it ‘sticks’. How often do you suppose those successful football teams go over their plays? It may be repetitive, but you know what they say about repetition…
So how do you fix it? Try this in your vision session this week – each team member take time to share one specific thing you did that contributed to the vision of the practice. Doctors – what did you see in the practice this week that you appreciated and would like to see repeated? If you want more of that behavior, acknowledge it!
5. Don't walk by mediocrity
Dave Ramsey calls this 'sanctioned incompetence' - when one team member is allowed to work less or consistently has a destructive attitude with no consequence.
Sanctioned incompetence is a disaster waiting to happen. If you don’t deal with the offending team member, the rest of the team will become demoralized and resentful.
So how do you fix it? Don’t jump to conclusions or allow anger to drive your actions. Figure out why this person isn’t getting the job done/maintaining a constructive demeanor. Is it a leadership failure? Have your expectations been clear? Have you provided the individual with the proper tools and training to be successful? Have you followed through and held them accountable? Are they dealing with personal issues requiring outside support? In the majority of cases the issues are resolved once you are able to answer these questions. If it’s determined to be incompetence, you have no choice but to make a change to protect the health or your culture and to be fair to fellow team members.