Addressing bullying in your dental practice: A guide for office managers

As the manager of a dental practice, maintaining a positive and productive workplace environment is crucial for the success of your business. Not only is it essential for your business, but it is also vital to the well-being of your dental team. Unfortunately, an employee sometimes finds their way into even the most well-run offices, disrupting the harmony and creating a toxic environment that impacts employee morale, productivity, and ultimately, patient care. I will refer to that person as a bully.

Lisa Lash.

The first step in addressing a bully is to look hard in the mirror. As the manager, are you inadvertently enabling or even contributing to the problem through your actions or inactions? Are you joining along in the conversations that may trigger the behavior?

Sometimes, what may seem like harmless banter can cross the line into bullying behavior without you realizing that it has happened. It is essential to lead by example and set the tone for a professional workplace. The power of words cannot be overstated.

Even if the bully claims they are "just joking," their words can be hurtful and damaging, primarily when delivered in front of others. As the manager, it is your responsibility to address inappropriate or demeaning language regardless of its intent.

One common mistake is allowing personal issues or troubles from home to spill into the workplace. While it's understandable that everyone has personal challenges, leaving those troubles outside the office door is crucial.

Employees who bring their baggage to work create an unnecessarily tense and hostile environment for others around them. This includes team members, doctors, and even patients. Patients might hear the conversations or feel the tension in the office. We have a giant "Be Happy" sign on our office's entrance to remind everyone to leave it outside of the office.

Evaluating the situation is essential to consider whether the employee in question is genuinely an asset to your business. They might be a liability. Even if they are highly skilled in their role, a persistently negative attitude or bullying behavior can have far-reaching consequences that outweigh their technical abilities.

Take time to think about the entire situation, not only how it might affect you. Do what is best for the team/practice.

If the team is unhappy or feels they are being bullied, you will lose other team members if you keep this one negative person. What was their common denominator if you have already lost other valued team members?

Take a step back and observe the dynamics within your office. Is this person consistently causing problems and conflicts with multiple colleagues, or is the issue isolated to one or two individuals? If everyone is having trouble with the same person, it may be a clear sign that the problem lies with that individual rather than the rest of the team. Remember, an employee will spend more time at the practice team than with their family in a day, so a positive work environment is crucial for the practice's success.

Once you have assessed the situation, you have two options: attempt to train or retrain the individual on appropriate workplace behavior or remove them from your practice altogether. Some bullies may be open to coaching and feedback, especially if the consequences of their actions are made clear.

Others, however, may be unwilling or unable to change their ways, and termination may be the only solution. If you give the individual another chance, set clear guidelines and expectations for professional conduct that apply to everyone in the office.

Make it abundantly clear that further bullying or disruptive behavior will result in immediate termination. Remember, you don't have to be best friends with every staff member, but a basic level of respect and professionalism is nonnegotiable. A bully who consistently undermines that standard can quickly erode the cohesion of the entire team.

Feel free to have a challenging conversation. Bullies often thrive on silence. Maintaining control of your own emotions is essential when dealing with this employee. They may try to provoke you, but you must remain calm and level-headed. Losing your composure only gives them more power and undermines your authority as the manager.

Ultimately, you are responsible for creating and maintaining a positive work environment for everyone in your practice. Employees who refuse to change their behavior or comply with standards have no place in your office. Don't be afraid to make the tough decision to remove them, if necessary, for the good of your staff, patients, and business. Your doctor and other team members will thank you.

Lisa Lash is a practice manager at Associates in Family Dentistry, where she has worked for over 19 years. Lash holds the Fellow of the American Association of Dental Office Management, Master of the American Association of Dental Office Management, and Diplomate of American Association of Dental Office Management designations.

The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.