There’s an often-quoted story where a CEO asks, ‘What if we train our staff and they leave?’, and the CFO replies, ‘What if we don’t and they stay?’…
It’s a scenario that many people involved with running a business may feel familiar with. Training is an investment of time and money, and it can run the risk of becoming deprioritised among all the other things vying for the same resources.
However, the story also highlights the benefits of training your team. One of which is staff retention – those who feel they are developing their skillset, and that their manager is supportive of that, will likely feel more satisfied and happier to stay in their role. Also, a team that is well-trained and up to date with their skills will be best placed to perform their role effectively and support the practice to succeed.
Many practices that I provide training for opt to deliver their training in-house. Whilst it’s still a commitment of time, it is clearly more convenient and also means the whole team can take part.
Training practice teams is one of the favourite parts of my role as a Business Development Consultant (BDC) at DPAS. We can tailor modules to suit a practice’s specific requirements and can also offer verifiable CPD. Below are some of the types of training I, and my BDC colleagues, offer that can support your team, and therefore your business:
Handling Difficult Conversations
More often than not, the front of house teams are the ones who are confronted with the complaints, tricky questions and patients who can test them. It’s difficult not to get flustered or frustrated in this scenario, so this module is designed to give the dental team the tools needed to help resolve the situation.
This is a fun but serious module all at the same time! It looks at verbal vs non-verbal communication, positive/negative phrasing and the ways that teams not only communicate with patients but also among themselves, to create a more effective team. It is full of games and quizzes so that the whole team can get involved.
Understanding Your Patients’ Needs
Usually when you mention selling skills it makes everyone recoil in fear! And, often dental teams will say ‘I can’t sell, I’m not paid to sell stuff’. But, without even realising it, each member of the team is already selling the practice, treatments and more often or not themselves. This module looks at questioning techniques, ‘SPIN’ selling and ways to help you understand your patients better, ultimately enabling you to ensure patients know all of the options available to them at your practice.
This looks at the patients’ experience of your practice from start to finish – whether they are new or already a member, there is always room for improvement. In the day-to-day running of the practice, you can often not notice these areas for improvement but taking the time to sit down as an entire team can give staff the chance to look at it anew and suggest ways to improve the existing process.
Understanding Your Dental Plan
Whether implementing or growing your plan, it is key that your team understands how it works, the benefits to practice and patient, and believe it is the best option for your patients.
It is a good idea to give practice teams a refresher on their dental plan(s), what it encompasses, how it supports your patients, and ways to promote it in practice.
Well-trained team members are often happy, productive and confident, and can be a vital part in supporting you to grow your patient list. If you’re a DPAS member and want some more information about training, contact your regional BDC who will be happy to talk through what they can provide.