In Principle 7, we suggested you give the other person a fine reputation to live up to.
Principle 8 suggests you:
Use encouragement. Make the fault seem easy to correct.
One Way To Correct People
“You posted the wrong insurance eligibility for this patient. Now we’re going to have to explain why her insurance will not cover this procedure!”
A Better Way To Correct People
“I noticed that Mary’s insurance will not reimburse her for the procedure we performed for her yesterday. You’ve been quite thorough in ensuring we associate accurate benefits and eligibility information and, because you know how important this is for our practice and patients, we can expect to see your usual high attention to detail in the future.”
The difference, of course, is that in the latter example, we allow the worker to assess the consequences of the error for himself. We also place the error in a broader, positive, context, that being that the worker is a valued and competent part of the dental team.
Avoiding negatively charged words is an important part of all effective communication, and perhaps never more so than when sharing negative news with a worker.
Stay tuned for our ninth and final Installment That Will Transform Your Life!
by Danny Bobrow