COMMUNICATION FOR A DENTAL PRACTICE: MS. KATHERINE E BELT: Growing Dentist Podcast

COMMUNICATION FOR A DENTAL PRACTICE: MS. KATHERINE E BELT: Growing Dentist Podcast

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a very warm welcome to you from Ekwa Marketing this presentation is brought to you by Ekwa.com a leader in digital
marketing. Hello everyone welcome to another amazing episode of growing
dentist.com I’m super excited today because I have a dear friend and
somebody I respect a lot Catherine I tell that and she’s the founder of Lions
peak net Catherine welcome Thank You Naren it’s great to be with you doctor I
was thinking maybe a great way to kind of segue into this is for you to kind of
give a one or two minute overview of you but more importantly talk about you know
how over the years you came to the realization that you are amazingly good
at communication and how you build your business around clean what you call the
three you know layers of communication and how you kind of cater to all those
three different areas sure I think the short story is I
started in dentistry as the chair side dental assistant and then eventually
moved up to the administrative area and ultimately was managing a busy
multi-location practice and from there I went into consulting and eventually
founded my own consulting firm so for several decades I was a practice
management consultant a general a general list we would call it just a
general practice management consultant and I loved it
I I had one frustration though in that work and that was that a lot of times I
would go visit a client help them present some information and some
suggestions and it all seemed great and it seemed like they were all on board
for it but then I would come back a few months later and it was almost like I
had never been there because nothing had really changed and so it was frustrating
for me and I’m sure it was frustrating ultimately for the client and through a
series of going back to them and question
and fine getting some really really terrific people that gave me some honest
feedback what I discovered is that while I had good information and I had good
suggestions and content I had no clue how to teach very well so all I was
doing was what we call fire hosing people with information in such a way
that they actually couldn’t digest it very well and they weren’t really
learning it so and they had no say in they had no voice in how to build it and
so I just began a long course of study on Adult Learning and how the adult
brain actually makes change and what that created in my consulting business
was nothing short of miraculous I started having a much better time
clients were enjoying that the training sessions much more in my results when
their results went through the roof and my company really expanded so from that
some colleagues took notice and they asked me to put together a workshop on
just the techniques up not on my content they had their own content but they
wanted to learn how to teach it in this way and so about eight years ago I began
sort of a second lane in my business so for many years I was practice management
consultant but I was also teaching these workshops for trainers and ultimately
speakers basically a train-the-trainer and a trained the speaker program and
about 18 months ago it just was all becoming too much
it was great success but sometimes success can present its own set of
problems and so I just kind of stepped back and said okay you know I can’t do
all of this anymore what are the pieces that number one I’m
best at that comes naturally to me and what do I love the most what do I get
the most joy from and what a client’s comment on that’s the the most value to
them and hands down it was the communications coaching part of that
work and so as of 18 months ago we rebranded my company we have a brand new
website that I think makes it much clear what we do and I guess the easiest
way to describe it as you said are these sort of three pillars of communication
coaching one pillar would be patient or customer facing communications so we do
a lot of work in that pillar on telephone skills on financial
conversations chair side conversations any kind of customer facing
conversations we coach it the second pillar would be team communication so
anything from a leader or owner of a business or manager within a business or
practice that wants to communicate better with their teams and be better
better leaders than we do a self leadership communications workshops and
lots of different avenues to get that information but a lot of coaching around
that we also coach company culture so a lot of work about how teams are together
and just helping people grow individually and mature in their
communications so that they’re seen as not just leaders in their company or
departments but but also just in life you know that they that they’re if
they’re true that they leave a legacy with the children at their dinner table
or the the people in their church groups or their communities you know wherever
they’re in their neighborhoods that that they speak in such a way that people
that people are inspired and feel clear about you know what what they’re saying
and so we coached that and then the third pillar would be training other
trainers and training other speakers anything from the owner of a business
that needs to you know it’s habit sort of an executive level understanding of
how to speak well in public all the way to people who make a living as a trainer
or make a living as a speaker so in that pillar we’re doing a lot of corporate
work and of course a lot of speak into you know independent speakers and
trainers come through that so that’s really sort of an overview of what we do
and and we love it and we’re just so high
we too have had that moment a few years ago where we said gosh let’s focus
you know let’s really focus on what we’re good at because there’s so many
great practice management consultants and I refer to a lot of them now when
when a client needs that but if someone just needs a really you know deep dive
into particular communication skills and world that’s what we specialize in
amazing I mean what you’ve done is you have simplified to multiply you know you
have try to kind of zoom into that one thing that you are amazingly good at
that I guess it’s overnight success 30 years in the making and then try to
become creating that one thing yeah it’s immensely satisfying I think to clients
and to me and the people who work for me because we’re super clear on it and I
think we’re still getting nothing clarity is something you’re always
wanting to create and so you know we’re still defining and refining those
programs but but it sure has created the sliver of focus that makes it easy to
make decisions it makes it easy to know whether we’re in really good alignment
with clients or not and be able to get those clients to where they really need
to be and sometimes that’s with us and sometimes it isn’t and so that’s just
made that easier to do for them yeah yeah so you married your passion with
something that clients really want I mean we look at marriages number one
reason they end up in divorce is communication you look you know the
number one reason they don’t accept treatment is you know because yeah you
talked at them but they didn’t buy into what you said right so it can really
help anybody how even teams are fighting that I want to be working together there
are partnerships that dissolve you know yeah mm-hm
perfectly so yeah so you married your passion that you really studied a lot
about and then deep-end along with something that’s such a huge
problem for so many practice owners and you know dentist let me let me kind of
ask you is something before I jump in so of course there are two things that I
would like to talk to you but perhaps only one today the two are
you know how can a practice communicate better with patients and maybe we can do
another podcast or a fist-sized event around that and the second thing which I
would like to focus today is you know how can a practice focus on you know
communicating better with teens right the leader the owner – the team members
and team members amongst themselves and so forth but before I get into that I
want to ask you something I was only a website and I saw this thing called the
lioness principle and I’ve heard a few other people mentioned that also can you
tell us a little bit about the lioness principle and and also the way you named
your business because it again is called lion speak right so if you can kind of
shed some light on that Before we jump into I’ll be creative yeah well I would
love to say that it’s because we’re my birthday falls is in the zodiac of Leo
but I think that was just a happy happy stance where that really came from is
one day I was watching a Discovery Channel program which was about how
lionesses teach their cubs to hunt which of course is the one skill they need to
survive and thrive and it took you through these seven stages that
scientists have determined that she takes her cubs through to move them from
being dependent upon her for their life to being completely independent from her
and she has to do that in a very short window of time and she has to do it you
know really within a very hostile environment so so she’s very strategic
about how she does it and we’ve used that we do use those seventh stages or
seven steps when we teach our leadership our personal leadership workshops when
we we work with you know new office managers to get them the skills they
need those kinds of things we even use it in our train-the-trainer when we’re
training people how to how to be a better teacher and an educator and
trainer so we use those steps but like anything the more we teach something
ourselves the deeper we learn it and that definitely happened to us with this
idea around the lioness principle the lioness principle
actually evolved after teaching both seven steps so much that what we began
to realize is while those steps are very powerful and they serve a purpose the
truth is she’s actually not teaching them to hunt because she doesn’t need to
lioness is just like every mammal including humans on the planet are born
with the instincts that they need already to survive and thrive we have
ancient wisdom we have instinctive knowledge that is hardwired into our
evolved DNA and in the lioness story anybody who’s had a house cat or a
kitten at their home will know they know this to be true a kitten if a butterfly
you know flies by release blows by in the wind the kitten doesn’t have to go
to its mother and learn seven steps to know what to do with that butterfly it’s
going to chase it whether there’s a mother around or not it’s born with the
instinct to do that thing that will help it thrive and humans are the same way we
are born with this but we have forgotten it ruled the Lions world and all of
those primates and all the big cats and and most mammals it there they live
their life by this intuitive voice that helps them make decisions right on time
and the right decisions almost always it helps them know how to communicate
flawlessly and we have that same instinct powerfully but we we also have
something they don’t have which is this great big egoic mind and our minds are
so highly developed that we actually argue with the instinct we’ve gotten
really good at ignoring it we’ve gotten really good at subjugating it and and
and pushing it aside and and we we have lost one of the greatest gifts that were
born with and that’s this intuitive wisdom so why that matters to dentistry
why it matters to our subject today Naren
is that in the past when people talk communications and they taught
leadership and they taught these things it was all about going out there to
learn something going out there to get a script so you’d know how to talk on the
phone well or going out there to memorize a speech so you’d be a great
speaker from the stage going out there to get it to do this to be a leader do
these things and you’ll be a great leader
instead of learning intuitively how to connect and inspire and clarify for
people people who look to you for leadership and guidance and so we want
to bring people back home we want to we want to say we absolutely 100% know you
can be a better communicator and a better leader
this is leadership has nothing to do with owning a business we’re talking
about just leadership in life and it will transfer to the business easily so
if that’s what they want then then and who doesn’t right who
doesn’t want to advance their lives in the direction of their dreams so if
that’s what we want then we’re saying you don’t have to go out and get
anything you can be like the lioness the lioness recognizes what she’s actually
doing is she’s actually recognizing that the cubs were born with it so while it
does look on the surface like she’s teaching them these seven things what
she’s really doing is recognizing that they already know it
at its core level and she’s basically creating an environment and a process so
she can show them that they know it she can expand their knowledge and can help
them blossom that intuitive wisdom and that’s exactly what we do at lion speak
at lion speak we say your people already know when they’re connecting well with
another human being and when they’re not I couldn’t teach that to them if I tried
they know it and they do not need a script to become fantastic communicators
now now what they do need are some protocols or maybe a framework
a framework to stay within in terms of speaking well with new patients on the
phone or delivering a financial conversation to a client or anything
like that or even handling a conflict with a co-worker we do teach frameworks
but within the framework we do some exercises where people step into the
framework with a hundred percent of their own personality a hundred percent
of their own individuality in their unique voice and we encourage them to
not only be who they are but to be the best version of who they are and people
are embracing this system and an idea unbelievably because I think it I were
tired of the only way to get better is something that’s outside of us and so
we’re just I think we’re bringing people back home to say no I I know how to do
this I’ve forgotten that I did I’ve forgotten that I can trust this and it’s
not that we’re not teaching something when we’re not helping people to
structure it you know I think Mary knew and I talked earlier about the fact that
where scripts probably came from I suspect is that owners and managers
wanted to guarantee consistency across all locations across all of their
employees maybe even for us leaders of a family we want consistency with our
children we know we don’t want one child doing behaving one way and another
another way so we I think it’s wise to create consistency but in an effort to
create consistency I think erroneously we thought the only way to do that was
to script it word for word and I think inadvertently what happened
is we robbed people of their passion passion and their authentic voice and I
think we also robbed clients of interacting with a group of people who
have operating at a very high level but when we speak to them we feel they’re
very humanely connected to us in a very real genuine
and so I I’m look I use a printable and we teach a principle called both and
instead of either-or so I like to say I live in a both/and world meaning I look
at that and say well why can’t we have both
why can’t we have both consistency and genuineness why can’t we have
predictability of result and genuineness and authenticity in our in our
communication and be who we are the best versions and so that’s the both hand I
want both this and that and that’s how we came up with our method of and it all
grew from that one program that I watched of the lioness principle and I
you know I think it was the good Lord saying this is what you’re supposed to
feeds because that really resonated with me so deeply that it’s now become the
basis of everything we teach all three of those pillars are all tied back to
this principle that people have greatness within them they are not
bringing to the table they are not tapping into its fullest capacity and we
should be we should be yeah is amazing you know um yeah I think Steve Jobs said
I don’t live somebody else’s like live your own life and I guess you’re taking
it to another level you know don’t use a script and try to be somebody else you
know yes that can be guidelines and you know kind of pillars that can guide you
but at the end of the day be yourself you already are great you know it’s our
job to kind of help you you know kind of go back to an authentic greatness you
already have in connecting with people and bring it out I mean it’s really fun
to watch teams you know we’ll bring in a protocol or a frame one of our
frameworks on whatever their it is they’re wanting to work on and then we
encourage them to take that initial framework and workshop it so that so
that they massage that framework so that it fits their practice if it’s the
personality if it’s the it fits the marketplace that they’re working within
and once they commit to that or they they get that framework finished and
you have an exercise where they actually really commit to it they commit to a
hundred percent we’re not varying from this framework but within the framework
it’s like stepping into a Corral you know once we step into this framework
we’re not going to leave it but within it we can dance any way we want we can
you know I say to them if you’re funny you should be funny
patience will love it because you’ll be so authentic if you are warm and you’re
gracious and generous and that’s how you are wired and be more of that so you
know we want people to beat we don’t want it’s like when I train other when I
train people to become better speakers they’ll ask me almost always about humor
and about telling jokes and should I start with a joke and I always say well
I don’t tell jokes because if you if you came to my house for to a dinner party
at my house I wouldn’t tell jokes it’s not it’s not that I don’t think I’m not
soft if I think there’s anything while we’re telling jokes it’s just that it’s
just not how genuinely Who I am but I love to tell stories that are funny so
real stories you know that are hilarious things that have happened to me or other
people or you know I love doing that and I’m good at it
and so I can have my crowd maybe not holding their sides and tears coming out
of their eyes they’re laughing so hard but I always been able to get a lot of
warm chuckles and you know really good laughter by telling Detroit and that’s
more my style so I say to speakers if you’re good at telling jokes and you
tell jokes anyway and there’s a joke that sits perfectly with the content of
your speech and you can deliver it and get the laugh you want then absolutely
but if you can’t because you’ve seen some other speaker do it and it’s not
authentic to who you are in everyday life now that’s where you’re going
outside of the authenticity searching for this tool and really what I’m saying
is you got everything you need let’s develop what you how you naturally yes
we absolutely want humor but what is your natural style of humor let’s stay
in that Lane let’s develop it more it just becomes easier and more
authentic so that’s a really good example of it makes kind of sense and by
the way I’m definitely going to check out your course in November for training
the trainer’s I mean you’re somebody I can learn a lot from you know and it’s
just because you’ve been thinking about this for like what so many decades so
yeah right I don’t have to say the fusion that you paid figure sounding
charges we can definitely shorten the curve for sure maybe I can do it in
three days maybe I won’t get let me jump into the team part right we said you
know there are three pillars and one of the closes how do teens can communicate
and I know people throw around words like you know you have to do what you’re
good at and what’s your personal mission and what’s your you know team mission
and what’s the vision and purpose and all kinds of big words can you kind of
start from the basics kind of get us thinking about communication yeah well
in the team pillar the communication really all centers around self
leadership something we call self leadership so that’s critical to anyone
and if we now say that that that anyone is an owner of a business it has a
specific output the self leadership of a business owner the principles are the
same but the application is different because
they have a business to apply it to and a group of people to lead self
leadership for an individual who is an employee of a business is the same
principle a different application they now have to communicate both
horizontally with their co-workers if they’re in a management position they
have to go vertically down to the people who report to them they also have to
communicate up to the person that owns the business or that they report to you
so they have so the application of the soft
leadership is different if they don’t work at all they are let’s say they
don’t work outside the home they work inside the home as a mother or father
inside the home principles are the same of self leadership with their children
with their aging parents with however they’re in charge of leading it’s just a
different application so when we talk about team communication the first thing
we don’t get we don’t start even giving them protocols for that or frameworks
for that what we do is we step way back and we say the words will come easy to
you in any situation whether it’s a team meeting whether it’s dealing with a
conflict whether it’s no matter what it is asking for a raise doing employee
review whatever the communication situation is the words will come more
easily the right words when you already have yourself emotionally stable so we
work on some tools to check in to do a self check before I open my mouth before
I make a decision about my business or about my job or you know about anything
how do I check in so that I know I am standing on the most on the strongest
emotional platform so that I make the best decision and I say the right words
the words really do come out pretty well when you have the space between your
ears and the space within your heart stabilized and really strong in other
words we talked about I use an analogy of something I call the flow and so in
the flow is where all the positive attributes are so in the if you’re in
the floor what I call the flow you’re you’re moving along in your life you’re
moving along in your business you’re you’re optimistic you’re generous you’re confident you’re happy you’re courageous
you’re you know all of the positive attributes you could think of that’s
what and then in the flow the future looks bright there is there’s abundance
there’s there’s more there’s enough for everyone there’s enough for everyone
every dream is possible you know it’s just this amazing place in the flow but
all of us even if we can get ourselves in the flow and we’re operating we’re
speaking from there we’re making decisions from there all of us life
happens to us and life happens to me every day just like everybody else and
it pops me out of that flow so just imagine that I popped out I’m a cork in
that in that river and it popped me out into and onto the muddy Bank on the side
when we’re in the muddy Bank on the side our feet are what’s not that we’re not
moving but it’s slower its sluggish it’s harder out here on the muddy Bank
emotionally is we are kind of afraid we are afraid of what’s going to happen or
not going to happen we are we are not feeling like there’s enough for everyone
so we’re jealous or envious or were we’re not very generous or selfish we
are we are worried we’re guilty and regretful and ashamed we’re you know all
of those negative emotions are out there so if we are out here if someone makes
us angry they say something to us that’s angry or we attend the meeting and we’re
not very optimistic we’re pretty pessimistic about the results of this
meeting if if we’re there and we open our mouth we are going to say different
things from that platform then we would if we first got ourselves back straight
and we strategically got ourselves back in and we knew how to do that and we
spoke from here and we made our decisions from here the decisions from
the flow are very different than the decisions out on the muddy Bank and so
that’s the first thing we teach people about self
leadership now imagine back to your question of vision and purpose and
mission and all these things if you’re the owner of a business and you want the
business to end up some particular place in five years let’s say we we work with
owners and we say we’d like to take you through a process where you get yourself
in that flow on that strong emotional platform before you start to envision
where you want to go because your vision will be different on the bank where
there is not enough and you’re slightly pessimistic and you’re very mired down
and what’s happened before and any failures you’ve had before or anything
like that then then that future looks very different and you will limit your
dream in a different way than you will from in here in the flow so we help
leaders do that what I’ll do right now is clarify for your listeners something
we call the lien vision vision in the past and I learn from some of the best
some of the icons in the consulting industry in dentistry I studied them
like no other when I became a consultant and several
decades ago when I started the common wisdom was that you brought the team
together and many of your listeners had probably done this they brought their
teams together and they spent hours trying to hammer out a vision statement
or a mission statement or so you know as all different terms for it and if they
were successful at that then it was typed up and printed and it
either was filed in a file or in some cases it went on to a website or it got
framed up in a frame on the wall of the practice and it became their guiding was
supposed to become their guiding principles and their guiding you know
creating the future vision but in my experience as a consultant it
never did Oh rarely did I would come back in a few
months later and refer to the vision and ask them a question about it and they
say things like we’ll hold on let me go let me go pull that from the file or you
know they had no you could tell that there was a disconnect between the work
we did and what actually happened day to day minute by minute it didn’t really
change behavior and so I just after I finally got some time in this consulting
world I stepped out of that and said that doesn’t make sense to me and where
it really hit home with me is the day that I hired my very first employee
I remember thinking well at some point we’re going to have to have a meeting
and we’re going to have to create this vision and then I thought why in the
world would I want to do that why would I want an employee that I don’t even
know it’s going to work out long term yet why would I want to have a meeting
and have them be involved in any way with the long term or even short term
vision for my company this is my company I’m taking the risk I’m doing that level
of work and commitment to run this if if somebody’s not going to get a paycheck
it’s going to be me not them I’m the one on the line here it’s my right it’s my
prerogative and I think now I think it’s my responsibility as an owner to do two
things I would say all communicators and
leaders have to do two things when they communicate one is to create
clarity around the communication so in other words in the scope of vision my
job as an owner of my business or the people who work for me is to create
crystal clear understanding of where we’re headed no fog in the picture at
all so my job is to create clarity my second job is to create inspiration
around the clarity so people could be really clear where you’re headed but not
inspire to do it or want to do it they could also be inspired by you but be
confused about where we’re going so really good communicators and leaders
always create those two things clarity and
inspiration so the Rhian vision vision that we teach there’s only one person or
group of people that should write it now we’re talking business vision and that
is the owner or owners of a business that’s it the employees have nothing to
do with the creation of the vision of the business that’s not to say that the
employees and the team don’t have a huge role to play in the development of the
strategies that will cause this vision to come to fruition in that space and
that conversation you almost must have the team because
you’re if you’re not able to do if it’s not a solo entrepreneur and in your the
only you know it’s just a one-person business if you have anyone working for
you then they must be involved you don’t want to miss their contribution of
creativity of ideas of strategies but it’s only in the how we’re going to do
it it’s not in where we’re going where we’re going is an owners prerogative and
an owner’s responsibility and I’ll tell you your teams if you’re an owner
listening to this your teams are looking to you for this they are so happy when
they get it from an owner in a conversational passionate way this I
don’t know why I want it I don’t have to justify it I don’t need to explain it I
don’t even have to explain it to myself in terms of why we you know and we when
we coach owners in this vision process we push them to really say if it was
just the best like when would you start your day what how what when would you
work who would you work with what would you do and what would you never do again
and it’s interesting a lot of people get off track with what we call the cursive
house like well I just don’t know how you know I mean my clients expects me to
do this in this or my clients don’t want to go see multiple specialists so I have
to do in doing it and so we we have said of we have a strategy for coating people
to not get off in the weeds but to just dream and we say don’t worry about how
just pretend that some Meraki miracle happened and miraculously you were able
to do it you were able to grow your practice or your business in the way you
would like beyond your wildest dreams and you never did another endo again or
saw another kid again or whatever it is that they don’t want to do and and and
so we create this vision and we don’t get stuff in the cursive house how we’re
going to do that we just say just just this is just the what where we where
where are we going so we create it and then we ask the team
members on the side to create and we give them a you know kit a way to do
this we help them but they create their own individual life vision and what
we’re looking for is creating a conversation between the owner of the
business and the people who work in the business to determine if the business
vision and the life vision that all these people represent aligned because
for me there is no right or wrong and I’d love for people to stop even
thinking in those terms of this is right or wrong or this is good or bad but what
if it either works or it doesn’t work it aligns or it doesn’t align so what
business owners I think should be looking for is how do I gain clarity
around my vision how do I you know either do it myself or get coaching on
how to present this to my team in a really inspirational way and and an
authentic way to me so that they get a chance to ask their questions and talk
about what scares them about that or what they’re worried about or what
they’re excited about and then how do we have them be able to hold that their
life vision up to this vision and ask themselves if it align
and how do we make it okay if it doesn’t and not so scary if it doesn’t and I’ve
got you know great examples of lots of times with it it didn’t align and it’s
been it’s like set people free so so so that’s what we work toward and that’s
why it’s a different way of looking at it when we’re not expecting the teams to
come up with where the business is going but the owners to come up with where the
business is going and then the teams to get involved on the back end of that
which is now that we know now how do we create the strategies to fill the gap
and get us there so it’s a different way of looking at it and pretty exciting way
of doing it this is amazing I mean um what I got out of this and of course I
have lots of follow-up questions and you know a lot of things to talk about what
I got out of this is that again going back to the basics from the authentic
part of yourself so it starts with the owner and he’ll clean right and again
I’m assuming you know we all want to be happy so typically there are four things
people work on to be happy money time purpose and relationships so for you to
be more happy than you know today for you to be like you know in that you know
wow this is amazing territory you know who are you going to
be working with you know meaning the relationships both patients and team
members what kind of people do you want to hang out with no time right how much
do you want to work purpose you know what kind of things do you enjoy you
know you don’t do everything right and then money of course you know what could
make you happy in terms of you know income you know profits
revenues to hold on yet because I have had conversations lots of people and
when they start they’ll say I want you know this large amount of revenues but
then they’ll say not really I mean when you go deeper and deeper what I really
want is the profits and I want to spend you know I don’t know work more than 30
hours because I have young kids who are growing up I don’t want to miss them you
know so then the whole thing changes so somebody who might say oh I need
I’m an associate and this and that we’ll say well maybe not I can still get what
I want which is you know half the time with my kid and make a good living and
no see so you kind of help the owners go through a process of cleaning as to what
makes them happy you know and put the puzzles together like time money purpose
relationships if and I’m actually going to share that with your listeners today
at least from a surface level it’s a what we call our vision kit and it’s the
same that we’re going to send to anyone who wants to engage in this process it’s
a set of questions and you know I think we’ll talk here in a minute about what’s
the format for revealing this to the team and taking the team through it so
it gives us it gives us structure for that particular type of meeting in the
kit it also has the questions for the life the personal life vision so I want
to clarify that we don’t ask the team to share their life vision unless they want
to what they want to that’s fine but we’re not going to for these are private
individual but the team can’t disappear members can’t decide if they if they
align well with the business vision in other words they can’t decide if the
business vision is going to be a good fit for helping them accomplish their
life vision and I’ll give you an example in just a second about that they can’t
they can’t decide if they don’t know what their life vision is to see so we
want them to just come to this meeting where the owner is going to talk about
their business vision already having done some personal work on where they’re
going so for example if someone decides in their life vision that they’d like to
ultimately at some point go back to school they’d like to go back and become
a hygienist or they’re a hygienist they might like to go and be a dentist
someday or something else whatever I’ve had people say I want to I want to open
a coffee shop I want to I want to be a barista and I want to own my little my
own little coffee chain and that’s their dream for the future
once they’re clear on that then we’re able to say okay so just think about how
could you how could your work here and the growth of your work here given this
vision how could helping accomplish this
business vision help you get on your way to what it is you want to do in your
life and I’m telling you right now as an owner the day I help my people
connect where they’re going in their life because they’re going there no
matter what where they’re going in their life with their work with me I’ve got a
motivated integrated engaged employee because they see the past they see if
they helped me create this revenue and I’ve already said I’m willing to share
whatever we create together they’re motivated because they see the clear
path when people are fuzzy they just stay where they are but so we’re trying
to help get clarity of alignment now give you an example of where a life
vision did not align with the company vision we once had a client that did a
fantastic job presenting their vision as this retreat that we’re going to talk
about and he did a great job and then we put it out to the team they had already
done their their life vision plans and we said so let’s now field your
questions or concerns what did you what’s fuzzy for you what needs clarity
you know all of that so we have trainers and so there they’re in there making
sure facilitating that discussion and in the discussion one of the employee said
you know one of the things I heard you say doctor in your visions was that you
wanted to go in this particular direction which was going to require
that we took some additional courses that we all got some additional
education is that going to require weekend or evening and he said yes it
will I’ve already identified the courses there are three weekends in the next 12
months that we’re going to need to attend as a team and she said I don’t
think I can do that and stay true to my my life vision and she said in
ask me can I share it and I said of course you can and she said I want you
to know I’m a little afraid right now and I actually he beautifully stepped in
and said look I care about you all those individual you’ve been with me a long
time and I get that I was going right when I hired you and now I’m going left
and I’m going to own that change I’m going to say that’s my prerogative and
it’s also my responsibility to step in and say I own that I’m changing the
direction and now you have to decide if that’s still going to be the bus you
want to be on so if you decide today that it’s not for whatever reason we’re
not we don’t have to do a two weeks notice in your out routine I’m going to
say come to me let’s talk it through and tell me what you need do you need two
months do you need me to write some letters do you need me to make some
phone calls well can I support you and moving in the
direction of your dreams because what I want what we’re we’re going is going to
require a bit of work it’s going to require a bit of re-education and I’m
going to have to learn some new skills and you’re going to have to learn some
new skills and if you want to be here and it aligns you’re not going to mind
the push because I’m going to push you Catherine’s going to push us but if you
don’t really and you say you do you’re going to hate the push and that’s what
we’re going to have a problem so I’d rather talk about there’s no right or
wrong good or bad it’s just does it line up now or does it not so she said you
know she had had a child and one child she and her husband that child was a
special-needs child and it had died and she couldn’t have more children so in
the light of that circumstance they had dedicated their personal life to helping
foster children who were special needs who nobody would you know very few
people would take into their home and so at any given time they had to – you know
or more of these children in their home and their arrangement was that they
the the woman worked during the day at the dental practice but then and took
care of the children in the evening and on the weekends and the husband worked
that so so this new vision that required three weekends a year and some extra
hours didn’t work and you can see where she’s a she’s a one it would be easy to
say I can’t do weekends and assume she’s not a game not a team player she’s not a
team player but had nothing to do with being a team
player it had to do with a disalignment or a unaligned meant with her life
vision and the work vision and so creating a space where we can have those
conversations and we can say she said I don’t want to leave but this is this is
where my life is going and I cannot give weekends and we said okay then would you
be up for discussing could you help us find a replacement could you help us
train a replacement could you could you come back in maybe and we’ll help you
we’ll write letters or whatever we need to do make some phone calls for some
dentists around but don’t have these same plans but don’t have the same
vision and let’s get you moved into a place where you can feel secure that you
can do both and so he was able to maintain that relationship we were able
to ease into it over time but it created alignment which only can come when of
when an owner is clear and the team members are clear so it’s a great
discussion if you do it well if you have a good facilitator there I think it’s
essential to have people who know how to keep you kind of out of the out of the
weeds and and keep the conversations going in a positive direction but but he
was really good at it and committed to it in it and it made a big difference so
it was a great example I thought of allowing people to recognize whether
they are in alignment or not because really that’s where the rub is for most
of us as business owners and managers we have people working for us that do not
align with the vision and we’ve made that wrong and I suggest in our work we
don’t have to make it wrong ever it’s just not in a
alignment and as people are perfect the way they are yes everyone’s perfect the
way they are they just are either in alignment or they’re not and nobody gets
to choose for me as a business owner no one no employee ever will ever choose my
direction I choose my direction and I give full ability for them to come in
and align or cannot align it makes no difference to me
matter of fact I encourage that they are really clear that this is a perfect
alignment for them or not yeah and so you know we live in a world or we we
teach in a world where everyone is what we call at choice at choice no one’s
forced to work for us we’re not forced to hire anyone we’re not forced to keep
anyone everyone is at choice and when we honor that in others it becomes really
clear that we we respect their they have a choice we respect they’ll make the
right decision for themselves we’ve already as an owner made our
choice we’re starting at 7:00 we’re ending it for work Tuesday through
Friday we only work on these people we only work with this kind of culture and
we absolutely respect that may may or may not work for you 100% we’re just
looking for those people that we can be in alignment with and it just frees us
up from all the I mean I hear owners all the time say well they have to they have
to learn to talk the patient they have to learn to use that interval camera
they just say to them no they don’t no they don’t no one has to do anything so
I would say it feels like it’s really challenging for you to incorporate this
and sometimes you’ll say well I just you know I don’t think I should have to take
the photography you’re the one who’s the good photographer you should take it I’m
not a dentist and so that’s a better that’s a different belief system that
isn’t in alignment with the owners belief
so when we say okay fair enough fair enough it’s not right or wrong or good
or bad is just out of alignment so that is you know out of alignment with what
I’m looking to create I respect that that does not sit with you and that
somehow it’s out of alignment with what you believe I respect that and I’m
looking to have people on my team that love photography and want to take it and
want to learn to take it well and so let’s talk about what that looks like
right because that’s what it is and so it just it just alleviates this
it gets rid of the argument which is just a powerful concept powerful so yeah
yeah this is amazing look at it a while ago called Green Coach and it talks
about you know a janitorial business and and how there’s so much turnover and you
know and finally they figured out you know busy playing a lot of them you know
had really in a lot of education and in a lot of you know immigrants and so
forth and and what this business did is they focused on the dreams of these you
know people and the more the business focused on the claims of their team
members the more they come they focused on the dream of the business owner so in
other words we care about those who care about ourselves so I think what you’re
talking about which is you know focus on your team members dreams even if it
means their parting ways and if you do that they’re going to do so much good
for you like you know this person who helped find it you know the placement
and you know gave us 200% in making sure this placement is successful because you
care about her dreams her life’s purpose so it’s awesome so I think this idea
that you know me me me and you know and then forget about you it really doesn’t
work in real life I mean yeah it might feel like it’s working for two minutes
but you’re going to feel miserable even if it does work and 90% I’m it won’t
work because you know the kind of the way the the universe works it kind of is
more for people who all about you know helping others and making a difference
whether it’s your team your your patients right it’s not just
about me me me and I don’t care about you type inside so well I know that is
that is right I think that is absolutely right and actually in claiming a vision
with great great clarity and you know that that inspiration piece when you
claim that it actually is me like I step in to say I I want to take a stand I
want to take a stand right here and we coach leaders if they haven’t done this
all in the past to just start with that just to say you know the first thing I
want to do is own and maybe even apologize that I have not been clear
I’ve been actually frustrated because inside I was clear but but obviously I
didn’t I didn’t have a way of making it so clear that all of you could see where
it is unwanted to go and what it is I’m wanting to create the culture the
business the profit we’re very specific about it all and so as of today that
changes as of today I am stepping into an entirely new level of leadership and
I’m going to take full responsibility for the breakdowns we’ve been having
that’s me either I’m tolerating it and I’m not stepping out and talking about
it in a direct way and or I haven’t been clear about what I want and here so let
me do that today let me do that today and so we just help them just it’s like
a fresh starts like a reboot it’s like an absolute 100% reboot every year we do
these annually with clients with an aunt we call it an annual calibration retreat
and what we’re doing is recalibrating every year at least once a year
we’re recalibrating to the current vision and the vision changes slightly
from year to year I know mine does alright so you know so so every year we
come together in this retreat format and the owner helps us get new clarity has
anything changed since last year in terms of what you’re envisioning and it
probably will slightly if not greatly and so they get a
where again we ask our questions again we decide if we align again and so
you’re right in that Naren I think this does introduce this idea of not helping
people get their dreams but but allowing for them are you it or not do it here or
not really and some people aren’t ready to get that kind of clarity in their own
life and that’s really not up to us and it doesn’t matter what matters is we’re
clear and we’re allowing for the opportunity some people will step in and
some people will not but we’re what we’re what we are giving and I think
it’s what you’re saying is we’re giving respect to them wherever they are and
whatever their life is taking them and in the flow a leader isn’t worried if
someone’s going to leave them they’re not worried in the flow there’s plenty
of good people to choose from even if you think you’re in an area where there
is note there are no good hygienists left or there are no good associate
doctors or I promise you there are but from the bank the muddy Bank you won’t
find them you will not they will not be attracted to you they will not they will
not show up in on your radar it’s like it’s like trying to find country music
when you’re on to a jazz station it’s not that the country music’s not playing
it is at the same time but you’ll never hear it because you’re on a different
frequency so when you get yourself here you’re never ever held hostage by an
employee who won’t do or won’t get you know get in line or doesn’t bring the
attitude you’re never ever encumbered by that but that’s what I’m saying
leadership is about first getting yourself on this strong emotional
platform so that you are always at choice and you recognize everyone in
your orbit everyone in your sphere of influence is also at choice your spouse
your friends your co-workers all of it so your patient you know so so when you
live in that space and work from that space and lead from that space it’s very
different very empowering and of course what we’re trying to do is learn it
ourselves so we
can be the example to everyone that we’re leading we set the example of how
to lead from this platform from how to how to lead from clarity and and
respecting that people have whatever choices they they have but you’ve made
yours I’ve made mine I know exactly what type of person I’m
willing to work with and who I’m willing to hire and keep on board and pay a
salary to in terms of their attitude in terms of their work ethic in terms of
their there’s just no question in my employees I can promise you 100% there
is no question I remember one time I’ll give some props to my good friend
Deborah Englehart gnashed many of your many of your listeners will know her as
a fantastic practice management consultant and her husband as a
fantastic clinical lecturer and dentist lost Nash but together they run the Nash
Institute and so Deborah in one of her lectures and I won’t remember what the
five things were but she said before when they’re interviewing a new person
before they start going through the resume and the application and start
talking about the job they have five rules in their practice for determining
a good fit a perfect fit they call it and so to determine the perfect fit that
you you have to be able to line up with these five things I don’t remember what
all five were there but I remember that one of them was we only hire adults and
she says so for example if we ever had to ask you to put your cell phone away
it would not be a good fit here it would not be a good fit and we don’t have that
written in a manual we don’t have it written if it’s not how we roll we don’t
have it all lined out for you so if it would if it would occur to you to be
texting on your phone in the middle of a workday unless it was unless the house
was on fire it just wouldn’t be a good fit you wouldn’t feel comfortable here
and we would it wouldn’t work out it just wouldn’t work out and we’d be
better not to even go into this resume so how do you feel about will
we only hire grownups now imagine that so she’s not saying it’s wrong she’s not
saying there’s not a place that you could go where you could also text on
your cell phone but here we’ve decided we’re not making a judgment about it
we’re just saying that’s how it is we’ve claimed it and we’re super clear about
it and we’re not going to babysit people and so you know that’s the kind of once
you’re clear you don’t have to have all the emotion around it you just claim it
and and it either it either aligns or it doesn’t
you need the works or it doesn’t it’s not right or wrong or good or bad we
lose those labels and we just step into this is how I want it I want it I want
to work with grownups you know so I love that so you see what I’m saying so it’s
just that it’s actually freeing when and when an owner takes this level of
accountability and responsibility and vision it’s it’s it’s the basis of all
good leadership it really is so we love working with people where we help them
step into this kind of power and this kind of freedom yeah all right this is
amazing I think yeah what you’re saying is you don’t have to justify what you
want what do you want you don’t have to explain it is what it is you know this
is what I want in the story and if it if it doesn’t work for you
yeah I respect it if it doesn’t and I will support you in finding something
that does work for you so it’s not like oh I win then you lose or you win and I
lose we both win I’m right in your wall right yeah
Jackie there’s no right or wrong here that’s amazing and them yeah
it aligns or it doesn’t when you think in those terms it’s easier to review an
employee I just had an employee review someone started with me January first
and many things were going right and several things weren’t and so when we
sat down you know it was really talking about it in terms of does this line up
with where you’re headed because this is what the job requires so and so it was
just a different conversation because it’s not about her being wrong or doing
things wrong it’s about the the job and it’s are we able to get
alignment with the job with her talent with her wishes with her vision can we
create a better alignment there or not and if not then what would that look
like would it be part-time some in some other way with my business would it be
that we call it today and say it’s not a good fit and we just weren’t able to
have this more open discussion because there’s no there’s no discussion about
who’s right or wrong or good or bad or any of that so it’s a much different way
of communicating so you see now it’s a really great example how because I’m
standing on this platform this emotionally strong platform of freedom
and of thinking this way I’m able to step into that conversation differently
I’m not afraid of her quitting I’m not afraid of us deciding that it’s not a
good fit or deciding to change the job in some way I’m not afraid of any of
those and I’m open to all of those because what I’m after is alignment and
I know that it exists for me because I have it in other other places I have it
in other employees and have had it in the past and so and so I’m not afraid of
it and that’s where I had to get myself there before I sat down with her and
before that communication commenced because I knew I would speak differently
as a leader the leader she needed from that platform so it really is the work
is about that first and then we create so if an owner is we’re going to put an
owner up in front of their team to communicate conversationally this new
vision and this new way of leadership in the new way of being we have to first
work with them on getting them on this emotionally stronger platform once
they’re there the words come pretty easily to them in front of their team
it’s really magical it’s really magical still and I’d love to talk near and a
little bit about that day about that retreat yeah if we have time absolutely
I do have one question before we jump into that what that is you mentioned
clarity and inspiration that I understand clarity and understand the
power of clarity you’re talking about can you talk about inspire I mean he
said that is the other part of like is that inspiration comes from
clarity is something more to it I’m just trying to get them so yeah so for for
example like you said you know clearity is pretty easy to wrap our heads around
what I what I’m speaking to is let’s say I outline I’ll give you an example of a
recent recent dentist who I on the Faculty of something called the Dental
Business Institute so it’s almost like a dental MBA especially geared toward
people who want to grow their practice in terms of location and so it’s this
great program and it’s like over the course of a year I think and I’m on the
first weekend because I teach on vision and so some was one of the students in
that course it was a man who had he had just purchased I may have some of these
numbers not quite right but I think he had just purchased his second or third
location he was in a suburb of Detroit and he came to me called me after the
course and he said so here’s my situation I have these practices and I
want to grow to a max of I think he said six or maybe it was eight something like
that but that was his max and he said and I’m currently in contract or in
escrow for two more practices one you know set the clothes anytime and then
the others a little further down and he said so I’m at this place where what it
would now be a good time knowing that I’m going to be bringing on these other
practices would now be a good time to do this retreat and claim this vision and
you know or should I wait until I have all these and I said no there’s no
there’s no time to waste their vision should be as soon as you can do it
because people are working for you right now and they don’t know I said it is
their confusion about where you’re going and he goes there’s not only confusion
they’re scared I said I bet I bet I bet if I had been in the practice you’ve
been working in the solo practice for he’d been matter of fact I think it was
generational I think his dad or somebody you know I mean it was he’d had that one
practice for forever and so people had worked for him for a really long time
and suddenly he’s now buying other practices and merging these teams
together creating a creating a middle management
structure and and they’re freaked out and so and in their minds here’s what
happened in the vacuum of clarity people fill in their own vision their own
direction their own definition so if you don’t do this in the vacuum of it
they’ll just go with their own made-up vision so what they made up in their
heads was he was turning into a quote-unquote big box low quality high
volume clinic business that’s what they imagined which could not have been
further not only from the truth but from the motivation of all this so I asked
him I said so step back and tell me not I see what what you’re doing but why are
you doing it why all of a sudden and he said I can tell you really clearly he
said I I have lived in this community my families lived in this community for
generations a small town he said it all of a sudden it appear it occurs to me
that all of our community who’s been very hard hit by the loss of
manufacturing jobs and the loss of the economy here they have two choices in
dentistry and only two they have the choice of high-end high quality high fee
which many of them cannot afford or they feel they can’t afford or they have
low-end clinic low quality low price you know mill what we would call a mill and
nothing in between and I go to church with these people I see these people in
the grocery store my children go to school I grandchildren now he said you
know I I love this community with all my heart and I am interested not in
becoming 100 locations I have no dreams of that I would like to see could I
develop could I create a business a dental business where we have enough
locations and only just enough to create some economies of scale so we lower
together we lower the cost of doing business but we do not simultaneously
lower our quality we’re able to look so we probably won’t
be able to match those prices but we can compete with those prices and give the
people in this community an alternative and I said to him I’m going to tell you
right now if you stood up in front of your team and said exactly what you just
said to me you will not only create clarity but you will inspire your people
around the reasons for this they will be inspired most likely and I said people
are attracted to people who have big hearts and want to do good things and
and and are excited about they’re passionate about the reason behind the
vision and so so we coached him and he did and he actually got he didn’t cry
but he got a little choked up when he was delivering it to the team and and
this day is that we had this retreat some of those team members in the new
practice that had just been acquired they were meeting for the very first
time the first time they’d ever laid eyes on their tea under P on their
co-workers in this business and so here they are some of them brand new to each
other listening to this man’s vision of where what he’s trying to do and he said
to them I don’t even know if it’s possible
I really don’t and I don’t know exactly how we’re going to do it I do not I have
some ideas that’s why I’m in this course that’s why I’m taking this education but
I don’t have all the answers I just know where I’d like to go and what I’d like
to try to achieve and create and I need your help and I need Katherine’s help
and I need aya probably into other people’s help I need help but but I’m
really clear about why and about what and and he got a little choked up about
it and it was just so we took a break afterwards and I went to the women’s
restroom and in the women’s restroom I hear these
conversations you know like man this was not what I was expecting I thought this
was going in a completely different direction or I was just I’ve been
looking for another job because I was not going to work for a clinic
and now I know I’m really kind of excited and because he said look there’s
opportunities we’re going to need some management we haven’t needed before I
don’t have any favorites here I’m going to make those jobs available to those of
you that are interested in either learning the skills or bringing the
skills I’m willing to create this any way that we all can you know can create
but you know I’m going to make some opportunities available to some of you
that and if not then I’m going to happen just know I’m going to be hiring new
people into those positions but the opportunities are also here for you as
well and so people are in the restaurants going wow I haven’t even
thought about maybe maybe I will you know raise my hand for that and so
suddenly what could have you know what was probably going on behind the scenes
he was able and I’m so glad he didn’t wait because he was able to come in and
say let me create clarity and let me also create inspiration about why and he
did that so that does that help you understand why both are important I get
it now I told you understand I doing the example a ton of sense without the
example our thing a little bit of a hard time of inspiration but now I understand
like when you verbalize it when you you know explain it I think people by not
what you do why you do it I mean everybody those computers you know but
people choose to buy an Apple and pay double the price for it it’s not because
of the what I mean the chip is the same but you know the specs are the same so
why you know so why and and and all that comes with that and is created by that
for sure so it isn’t always that you know it doesn’t have to be that
monumental or or inspirational in that way but people are drawn and inspired by
people who are passionate about something they are soaked spurt so we
when we help a speaker when we help owner to get up and every year in front
of their team like this we want to coach them to choose the words that create
clarity don’t create confusion and we want to choose the responses that
inspire people to want to on the train if you rather than freak
them out and create fear and you know so we want them to see you confident we
want them to see you and passionate doesn’t mean you’re Tony Robbins up
there doing the rah-rah visit that’s not what I mean he’s passionate in his way
but I’ve seen people very quiet very very subtle people be extremely
passionate about the direction and what they’re created it’s not the volume of
your voice it’s the authenticity and the urgency
that people feel the excitement that they feel you know the optimism that
they feel from you about what you’re creating when they see joy they see fun
they see that you are on fire internally about this challenge and this creation
it’s just it’s hot it’s like a magnet for people so but if you don’t have it
it either means it’s not really coming from an authentic place or you have
devalued what that could do for your people and how bad they need it and how
bad we all need it so yeah that’s that piece all right all right absolutely
before we wrap up can you kind of provide a little bit more color on that
you know this is a treat you’re talking about and then then we’ll talk about the
website and how people can greet you in any office you have for them sure sure
so really quickly the calibration retreat is something I’ve alluded to it
already several times but it’s a retreat we do annually we encourage practices to
do it whether they engage with us or not but I would encourage all your listeners
to consider an annual retreat team retreat that is held off-site meaning it
is off of the premises of their normal work environment very important detail
to this it’s important to get people out of their normal space because my
experience as a trainer for many decades is that people show up differently
listening with different ears with a different
level of openness when an engagement when you pop them out of their normal
environment you notice when you have team meetings routinely in the same
space over and over and over again people sit in the same chairs they go
straight to the same chair every time and that shows you how habitual and how
defined that all gets so what we want to do is break that break that routine
break that because people then when that when that cycle gets broken
they now don’t know what to expect they are listening differently because
they’re intuitively their body says this is different I better listen up you know
just just some things are triggered that you don’t get in the normal setting so
select someplace off-site the more creative the better with the only
requirement being that there must be a space within the venue to have a meeting
so for example we’ve done these retreats in climbing gyms in adventure parks
we’ve done many of them at the Wild Animal Park here in San Diego near San
Diego near where I live which is really fun to combine with the lioness
principle of course but in all of those cases we’ve done on that wineries we’ve
done them at cooking schools we’ve done them at racetracks I mean we have we
just we’ve done them at rib plane resorts is nice resort but we select a
location that has some either a pavilion or a room or something where we can have
a meeting but then we can use the space to accomplish one of the requirements of
the retreat so the requirements of the retreat or the agenda of the retreat is
we usually start with and I would suggest if your listeners are thinking
about putting together this annual retreat for their company that they
would consider hiring a professional facilitator to help them not only to
organize it but to what to facilitate it because a professional facilitator who
knows how to do as well we’ll keep you on track keep you
from you know chasing rabbits down the rabbit holes and getting off track they
will also help maintain some emotional stability so if a hot spot whether we
call a hot spot emotionally pops up in the room a skilled facilitator will know
how to how to let that go just far enough to explore it without it getting
out of hand and causing you know the meeting to be derailed so you want you
want a facilitator that knows what they’re doing when we facilitate a
retreat like this we generally introduce the retreat the
reason for the reason for being where we are we talk about how what the day is
going to look like we talked about that the first piece is going to be the owner
the main purpose of this is to get clarity around the vision and alignment
around the vision of the business and so of course to do that we need to hear
what that is and so very pretty quickly we get the owner up and we’re there but
we kind of step out of the limelight we let them come in and conversationally
talk through the new vision the vision that we’ve helped coach the owner on and
a delivery of and so they do it and then we step back in to facilitate questions
and concerns and we have that whole conversation then we design and exercise
because the more involved your people are the more engaged they are the better
that they’ll do with this so we quickly do an exercise and we’ve got lots to
choose from but the extra the purpose of the exercise is to basically test what
did the group here in that vision discussion what what resonated strongly
among everyone in the group so they’ll do things like get into teams and
develop a team logo that represents the vision that we just discussed or the and
they’ll put it on t-shirts and then I’ll model the t-shirts for us or they’ll
create a work of art as if we’re in an art gallery and the work of art
represents the vision and so what we’re doing is we’re making it fun and they’re
having a good time in bonding with their team members but but we’re testing what
did they get what did they get the key points that we were hoping everyone
would get and that’s a way for us to test do we
need to go back and revisit it a little bit more did we not get the clarity we
were hoping for or did we and if we did which we usually did then we move on to
the next piece which are some report outs from the different departments
about where you are so what is the current state of the business so hygiene
reports out the admin people report out and they just give us this is where we
are in relation to the things in the vision and then what that shows us is
the gap what we call the gap the gap between where we are and where we’re
going according to this vision and we spend the bulk of the day then working
on strategies and brainstorming and idea ating around what would some 12-month
strategies over the next 12 months that we could implement in each person’s
position so that everybody knows what their part is in moving this marker
forward on the vision and then we make some team agreements around those we
talk about what will happen that we can all agree to if the agreements are
broken so there’s great clarity around all of that and then toward the end of
the day usually we’ve done some pre surveys like anonymous confidential
usually Survey Monkey kind of interviews with the team so we have usually
identified some sort of emotional roadblock every team has an emotional
roadblock of some kind so sometimes it’s trust sometimes it is optimism it could
be accountability you know it could be all kinds of things we try to identify
what’s the common thread here and what we pick one that if we could get a
breakthrough for the team around that they would be better as a team and so we
develop our facilitators develop an experiential exercise and we pick from
dozens and dozens but we pick one we don’t we do a lot of what would look
like on the surface like we’re playing and we’re doing all these fun games but
we don’t do anything fortuitously everything we do is very strategic
and at what we call purposeful play so we develop an exercise and usually
that’s where the location and the venue comes in so for example in the climbing
gym it was for a team in Seattle it was a small team they were actually an
extraordinary team extraordinary there one roadblock was that when things
didn’t go well which didn’t wasn’t very often but occasionally they had a really
bad day maybe procedures didn’t go well or they had a difficult patient or
something happened maybe someone was out sick they weren’t they kind of unraveled
they were not nice to each other they tempers flared and you know that was
with a female dentist a female team and I think it just was like they just
weren’t they were really good one of the things were going well but if things
didn’t go well they weren’t they didn’t do very well together so we create so I
selected the climbing gym and I worked with the safety facilitator there so we
did our meeting in a room it was upstairs and it had a glass wall and it
looked down into the gym so that was cool and we did our meeting and we
catered in lunch and that was all great and in the afternoon we came down into
the gym would pretty much had the place to ourselves and you know the facility’s
safety instructor helped everybody kind of learn how to climb the wall and how
to do the belay and keep everybody safe whenever was in harnesses and stuff so
everybody does it and then she and I had created an exercise to address this
issue so what we did is we put them in teams of two and one was going to be the
climber and one was going to be the ballet and the climber was going to be
blindfolded and all the teams of two were competing against each other to get
to the top first at the top of the wall and there was a really nice prize that
my client had purchased for the winning team and so they’re all going to compete
to get to the top but they have to do it twice their team has to win twice to win
the prize and so the first time we do it they could they could only put their
foot in their hand on certain colored holes so if they touched a different
colored hold they were disqualified had to start over
and remember the climber is blindfolded so the climber cannot see the colors so
the belay who is not blindfolded has to shout instructions to the climber and as
the climate gets further and further away and it’s getting closer and closer
to the top and the belay is looking over and seeing the competitors getting also
either beating them or getting close to beating them the energy and the whole
you know frustration level started rising and escalating and as they
escalated they began to act out they began to act if like they did in the
practice and they were shouting to each other and they say you know lift your
leg you know lift your leg you know what three inches three inches no no lift
your leg and they you know the climber would shout down which leg just you can
just talk about irritation and the frustration and they just were
unraveling just like they do in the practice so we had him come down and we
had them talk about why and how and what was happening and when did it occur and
what were some strategies that they could implement that if they did this
again would make that better when they felt the frustration when they felt it
how could they communicate differently so that the result was better so they
all strategize they come up with their own new rules and then we did it again
this time we flip the people now the belay is going to go up blindfolded and
the other person but anyway they’re the same team and they just scurried to the
top and so when we were all done and we had a winner and and we came down and we
were talking about what we had learned from that I got a letter about a month
later that said that exercise and what we learned from it and what we committed
to because of it has changed everything in our practice in terms of our culture
and how we relate to one another when the going gets tough when the you know
when when it heats up the stress levels go up we’re different now because of
that because of that break 3 and so we ended the day and what as we always do
with some sort of celebratory you see there a toast or sometimes there’s a
dinner or you know whatever the client wants to do but but
some sort of a celebratory piece that celebrates what we accomplished that day
but also celebrates the future this new future that we’re getting ready to
embark upon and it’s just those days are so instrumental and gaining clarity and
inspiring people rebonding the team helping them have a breakthrough and
these behavioral kinds of things and just really kicking off this new 12
months that often is very different than the twelve months previous and so I do
it with my team every year and our clients do it every year and they have
just been fantastic so it doesn’t have to be physical things like that I mean
we can create non-physical exercises that are just as impactful if the team
is not into you know climbing a rock wall but but just it can be any I just
wanted to kind of point out it can be as creative as you want it to be and it can
be somewhere local to you so that it’s not super expensive and doesn’t require
you know overnight stays I mean sometimes people fly their teams out
here to go to the Wild Animal Park and that’s what they want to do but it
doesn’t have to be that way it can be to something well going so just I’m just
really we’re just loving doing these and we see the impact that it’s having and
they’re just they’ve just been really terrific days for these practices so I
just wanted to share that and I would love to offer your listeners that vision
kit that I talked about which not only has the vision questions and kind of
walks you through the process but also has an outline for how you can do a
calibration retreat it’s a simple little outline but it’s basically what I just
outlined it gets kind of gives you the agenda and how you do it and so I’m
happy to share that if someone you know wants to send us an email I’ll give you
an email address just than that – that would be great
what DiMeo should do contact Catherine together is if they just put vision kit
in the subject line and send it to info INF o @ lions speak dot net not comm net
lions speak so L io n SP EA ke Lian speak dot
Burnett division kick consented to info at Lian speak net that’s right
effective you know I had so much fun today perhaps one of the longest podcast
ever done and so but I just couldn’t put my phone down it was so interesting oh
thank you I can’t tell you how much I’ve enjoyed it it’s a favorite topic and I
hope your listeners got something out of it and I wish them through the through
the internet lines and the telephone lines much much success in accomplishing
their dreams and leading their people well absolutely I think they would have
got a lot out of it I think definitely you know even the Linus principle is
very interesting about you know bringing out paints things that people already
have into the you know making the memorise verbs I think you know the way
you think about leadership specially around team and you know helping the
owner have clarity and and in spitting to inspire their people with business
you know vision and then of course having people have their own life vision
and then helping them you know agree or disagree yes these two align and we can
continue or maybe not I think there’s so much in it and I think I’m just
summarizing at a 10,000 foot level but I think you know by listening to it maybe
a couple of times they’ll get a turn out of this I hope so I hope so and I so
appreciate you inviting me in there and to share what we’re so passionate about
here at Lyon speak yeah I would love to have you back either as a podcast or a
Facebook live event you know to talk about how you work with you know the
patient side of communications sure sure we have a whole telephone skills
protocol that we could talk about and all kinds of different things there so
love to love to I look forward to it yeah amazing Thank You Katherine and
thank you everyone for listening to another amazing episode of growing
dentist with Katherine and her business is called www.lionspeak.net

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