Dr. Don Deems, the Dentist's Coach - Free Newsletter: Trust is the Immune System

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Trust is the Immune System
May 03, 2006

Is your practice immune to deaths, spouse job transfers, pregnancies, or turnover? Is it immune to miscommunication, back-stabbing, or poor teamwork?

If so, congratulations, because you know a secret that few know!

It's true that we can't prevent some of the above situations, but having a strong "immune" system in your practice can minimize the effects of any of the events on your practice, and at the same time, create loyalty, partnership, and better productivity and teamwork.

Let's explore the place that trust has in a workplace. As a good coach always does, I'll start with a question. What do you notice about your personal responses in a high trust environment? Since you can't answer me, I'll share my experiences. For starters, I'm more likely to be open to other's ideas and suggestions. I'm more likely to take constructive criticism without my ego getting in the way. I am a better team player, and I place a higher priority on the relationship that I have with that person. I'm also more likely to weather errors in communication, misunderstanding, or surprises that no one could have predicted. I'm more loyal, confident, and often feel understood.

What about the polar opposite: mistrusting? When I don't trust someone, I'm usually suspicious of any communication from them. I'm not likely to want to communicate or work together with that person. I'm not open to their ideas, suggestions, comments, or constructive criticism. Actually, I prefer to avoid them altogether.

Hmmm. Does any of that sound familiar? Maybe even too familiar?

Creating a high trust environment - whether it's your practice (staff AND patients), friendships, your spouse, or family - is absolutely essential. How does one go about creating a high trust environment? Take a look at this list and start making notes about areas you'd like to begin or improve upon. (Or even better, print this article and talk it over with your team or someone you want to have a high trust relationship with!)

Always speak and act from your integrity. 'Integrity' is one of those words that when asked to define, most have trouble with. But, most understand it. Synonyms include honesty, truthfulness, honor, reliability, and uprightness. You know when you're not coming from a place of integrity, and believe it or not, everyone else around you knows it, too! So, start telling your truth, act with honor, and do the right thing.

Be impeccable with your word. If you say you're going to do something, do it. If you are unable to follow through for some reason, don't ignore your promise; go back to the person and tell them you are not going to be able to follow through with it, and talk over alternatives. Deliver before you promised it, and never over-promise.

Seek to understand. How do we feel when we feel heard? All too often, our own agenda or ego can get in the way of truly listening - truly HEARING - another person. To understand, we have to be excellent listeners (the harder half of communication). To be excellent listeners, we have to quiet the chatter in our own head, put our mouth on mute, look at the person, and stop doing whatever else we're doing. Ask clarifying questions after the person has finished speaking, reflect back what you've heard, and summarize in your own words what you just heard them say. OK, you're on your way.

Be thoughtful, kind, and considerate. How do you feel when you're recognized for something you've done well? Or when you've received a gift or note? How about when your day isn't going so well and you get a helping hand without even asking for it? When we go out of our way, when we get out of our own little world to show we care about other people, we build bridges . and trust.

Practice trust-building activities. In improvisational theater, trust is one of the fundamentals that the actors/actresses practice daily. Why? Could you imagine being on the stage in front of an audience and made to look like a fool? The actors practice daily to pay attention to what's going on, either spoken or unspoken. They don't miss a beat. They know that when they say something, their partner is not going to leave them hanging out to dry! In a dental practice, learning to trust that your fellow team member is going to do their part without fail creates high trust. For trust building activities, find a book, such as Training to Imagine: Practical Improvisational Theatre techniques to Enhance Creativity, Teamwork, Leadership and Learning, by Kay Koppett. (For other ideas, send me an email!)

Discuss the importance of trust with your team. Having an open discussion about ideas that your team has about creating high trust is equally important. Once everybody understands the idea, then more discussions can follow that promote trust and help eliminate distrust.

So, how is trust like the immune system of your practice? Of your relationships? No doubt, change is inevitable, and absolutely necessary! Having a high trust environment allows you to weather all of the daily disruptions, misunderstandings, and unexpected delays or problems without completely falling prey to mistrust.

Trust is truly your immune system!

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