FIGHTING TO WIN: Conflict Management Can Make Your Clinic Better
Kristie Hudson
Wforking in a chiropractic office as an office manager or team leader can be extremely rewarding. You get to help grow a business, mentor team members, and help patients. It can also be a challenge at times. Office managers are responsible for maintaining the smooth operation of the office, managing daily staff issues and drama, and handling patient complaints. Then you have the doctor, who can be your biggest advocate or your biggest headache and, more often than not, a little of both.
My doctor would laugh reading this since he readily admits that he falls in the “little of both” column. It is a well-known secret that the surest way to bog something down is for it to hit the corner of his desk. After almost a decade of working together, I can tell you that our relationship is rock solid, but we have faced our fair share of disagreements. By nature, I avoid conflict, but over the years, I have gotten over it. Our biggest breakthroughs have come from dealing with that conflict head-on. Fierce Con-
versations is an excellent book on this topic. It is not about getting in someone’s face or being abrasive. The essence of the book is that the most dangerous conversation is the one that never occurs. These conversations never occur because we don’t want to rock the boat or face conflict. The outcome is that the issue grows to the point that someone explodes. It is always better to deal with issues when they are small.
When addressing a problem with the doctor, remember that timing is everything. Determine the ideal time to talk. I find that scheduling a lunch meeting is ideal. You can also try to schedule time before or after the doctor sees patients that day. Trying to catch the doctor between patients can be tricky, but proper timing allows you the opportunity to have a conversation without interruption. Have a written meeting agenda with the items you need to discuss. If you have a big issue to discuss, come armed with solutions and not just the problem. Give your doctor the opportunity to share his or her thoughts or feelings. If the two of you disagree, that is okay, but you need
to discuss why you disagree and find common ground so that you can arrive at a solution that works for everyone.
Early on, I would get frustrated that Doc didn’t always understand where I was coming from. One of the biggest hurdles that we had to overcome was our own perspectives. Our views on how and why things worked were completely different because our roles in keeping the office running smoothly were different. Once we took the time to see things from each other’s point of view, we found solutions that fit both of our needs and ultimately helped the business flourish.
What if you find yourself in a standoff with no chance of compromise? You must agree to disagree. At the end of the day, the doctor is the business owner and has the final say in any decisions. Even if you don’t agree, it is your job to execute the decision and support it in front of the entire team. Over time, your doctor will see your willingness to compromise, your commit-
ment to the success of the practice, and grow to trust you more in these moments. Doc and I have often been light years apart when it came to resolving a problem in the office, but from time to time, he will do it my way because he trusts me. Sometimes we do it his way because I trust him, and he’s the boss.
You play an essential role in the success of your practice. Even if it seems that you and your doctor are on opposite sides sometimes, continue to show that you are committed to the success of the business. Every great relationship experiences conflict, but overcoming that conflict is what builds communication, respect, and trust.
Kristi Hudson is a certified professional compliance Officer (CPCO). She serves as the Director ofBusiness Relationships for ChiroHealthUSA where she I has helped to educate DCs and CAs on establishing simple and compliant financial policies. She also works with state and national organizations to provide educational awareness on changes within the profession. You can contact Kristi at 888-719-9990 or [email protected], or you can visit the ChiroHealthUSA website atwww.chirohealthusa.com.
