Why Telling My Staff to “Conduct Themselves Professionally” Doesn’t Work
There are very few things that frustrate me more than when my staff acts unprofessionally. It simply grates on my nerves. Over the past 17 years I can count on an alien’s 5000-fingered hand how many times I have told my staff that they need to conduct themselves professionally. And of those 5000 times, not once did I enjoy long-term results.
I used to think to myself…how can they not see that they're acting so unprofessionally! Then an amazing thing happened. One day I witnessed one of my associate ODs acting unprofessionally! Instantly, the answer hit me like a Mike Tyson uppercut. Everyone's definition of professionalism is different! Yes, this means your definition of professionalism is different than mine. I believe that my definition is probably better than yours, but I'm sure you believe yours is better than mine. Here's the rub. I bet we both have Great definitions.
The problem is that we assume our staff already knows our definition of professionalism. I was so naïve for years assuming this exact thing. My staff had no idea what my definition of professionalism was because I NEVER EXPLAINED IT TO THEM!
So let's stop the madness. Here are some tips on how to achieve professionalism in the workplace:
1. Put your definition of professionalism in writing. Write down YOUR PRACTICE’S standards (Notice I didn’t say YOUR standards. You’ll see in #7 why.) that are expected of your staff. Be specific (dress code, hygiene, foul language, etc.)
2. Have a meeting with your leadership team (if other than only you) and explain specifically what your definition of professionalism is and how they must align with these values. The leadership team must model the same professionalism as you.
3. Have a meeting with the entire office and repeat #2.
4. Explain during the meeting that you and your team are not here to negatively criticize anyone. The meeting is to explain your “Standard of Professionalism” and your expectations on how the staff should behave while working in the practice.
5. Once everyone understands your standards, prepared to give feedback on a monthly or quarterly basis.
6. Catch them in the act of behaving professionally and compliment them in front of the entire staff right then and there. This works wonderfully for culture and will spark a fire under the rest of the staff to do the same.
7. If the employee doesn't respond well to positive reinforcement then you may have to take a more direct approach. Do not discipline yeahany staff member unless it is one-on-one behind closed doors. Give the employee concrete examples of unprofessional behavior that needs to change. Take the emotions out of it by stating that this is a part of your practice’s core values, and that is not personal.
Educating your staff on your practice’s expectations of professionalism will greatly enhance practice culture. Good luck!
Written by Dr. John Ormando
Owner of Westminster Eyecare Associates, Uppercut Consulting, and Mandalay Optical Lab
Dr. John Ormando and Dr. Scott Colonna
Owners of Westminster Eyecare Associates, Uppercut Consulting, and Mandalay Optical Lab
Dr. John Ormando and Dr. Scott Colonna built their single office optometric practice from $600k to $6 million, with over 70 employees.
They've had double-digit growth every year from the start.
When you join Uppercut, you have access to both Dr. John Ormando and Dr. Scott Colonna, experts in the field who know where you’re coming from because they’ve been there.
Let them, along with the entire Uppercut Consulting Team, help you plan for future success!
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