Do You Have 'Jerks' In Your Practice?

Do you have ‘jerks’ in your practice?  How do you deal with them?  Do you suppose Mrs. ‘Grouchy-Pants’ can sense the fact that you just had a venting session with the team in the morning huddle about how much you dread having to see her?  When patients lash out for no apparent reason, or just show up in a bad mood, we often take it personally and think we’ve done something to offend.  The majority of the time, it’s NOT ABOUT YOU. In fact, misbehavior is often a symptom of another problem that has nothing whatsoever to do with you or the practice. 

Look past what’s on the surface, and seek to understand.  Make it your mission to leave those not-so-pleasant patients in a better place than you found them.  See, most people avoid much interaction with unpleasant people.  But what if you could actually make Mrs. Grouchy-Pants smile today?  I promise you, you’ll create fans for life if you can seek to understand those ‘difficult’ patients!

Now to shift gears... what about fellow team members?  The truth is that we've ALL achieved 'jerk status' at one time or another.  

1. Don't meet rudeness with rudeness. Even if that means you have to walk away!  
2. Remember, it's (probably) not about you. Is there something outside the workplace — it could be completely unrelated to the job — that’s pulled them off track and affected their mood and ability to be civil?  
3. Have a grown-up conversation.  I know.  It's difficult to suck it up and address people face to face.  But you know what? This ain't junior high!   Invite them to lunch or coffee - get away from the office distractions, and show genuine empathy.  Ask questions - 'You haven't been yourself the last few days.  How can I help?'  or 'I sense something's bothering you. Do you mind sharing?'
4. Or maybe it is about you...   If this is the case, go back to #3, but the questions will be different.  Remember that your perspective is just one of many.  Seek FIRST to understand.  A sign of emotional maturity is the willingness to put biases aside and humbly pursue truth.  Think of it this way - you are both on the same team, simply solving a problem by focusing on what you WANT to have happen.  Focus on solutions!
5. Avoid the temptation to talk about them with other team members. Bottom line, if you're discussing something negative with someone that can't do anything about it, you are gossiping!
6. If you can't make progress, go to the leader.  Not the team lead, not the office manager, not the spouse.  If the leader is the issue, go back to #3 & #4.