Surveys show that workers are happiest when they are productive and are contributing to the success of the group in which they work. To boost morale, efficiency and longevity of workers, one must:
- know exactly what one is supposed to produce and a clearly defined final product,
- understand the importance of one’s production, and
- Explain Reasons Specifically: Don’t say things like “poor attitude” or “insubordination” unless you can cite the specific behaviors. Generalized statements leave too much room for interpretations and argument. You don’t want that now, so have the hard evidence or documentation on hand.
- be properly trained to get that product.
Whether you have a staff of 2 or 30, each position in the practice needs to have a clearly defined final product. Both the manager and the employee need to know exactly what the person on the post is expected to produce. For instance, a receptionist’s product is to “swiftly and accurately handle communication in a friendly manner and properly service the customer.” A receptionist who consistently obtains this final product will keep the flow lines and the communication lines of the practice functioning and will be a valuable group member. How many new patients have been lost because a receptionist has failed to answer a phone call swiftly, answer questions correctly and set an appointment?
Determining the final product for each position is a starting point. A statistic needs to be developed, so the final product can be accurately monitored. For example, one of an office manager’s final products is having staff members who are fully trained for their positions. Using a statistic such as “percentage of employees fully trained for their jobs” would show the OM’s performance.
How do you hold employees accountable? The answer is:
- name a final product for each position,
- figure out a way to quantify that product as a statistic,
- monitor the statistic,
- evaluate statistical trends, and
- apply the correct formula to remedy any downward statistic/improve an upward statistic.
If you are a practice owner and are in the middle of or have questions about a particular employment concern, please schedule a 1 hour complimentary call with one of our experts now!
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