VetCoach

Lesson 6: The Art of Acknowledgement

TIPS - The Ideal Practice System

The art of acknowledgement

At a recent High Performance Staff seminar, we asked staff for a show of hands... Who was receiving too much acknowledgement at work?

Who was ready to throw up their hands and say, “Stop! Enough! Too much acknowlegement!” We got a lot of laughter from staff. And a lot of prompting from doctors. But, no acknowledgement of too much acknowledgement. Not a single hand raised.

Why should you acknowledge your staff?

To build a “Dream Team,” you must acknowledge your staff for who they are and what they mean to the practice.

The root cause of many practice problems is the result of under-acknowledgement. Low staff morale, negative attitude, low productivity, bickering, jealousy, lack of focus, and “passing the buck” can all be symptoms that your staff is suffering from under-acknowledgement.

If the only time your staff hears about their performance is when they make a mistake, their response is likely to be defensive. It’s a big challenge to bring out the best in someone when they’re defensive or closed off. No wonder practice owners give up on trying to get changes from their staff.

However, when you openly acknowledge staff for who they are and what they mean to the practice, then your staff will become more open to improving their performance. They won’t feel as if you’re being critical of them as a person when you bring up ways to help them learn and grow.

What holds you back from acknowledging your staff?

Several common reasons:

If I tell someone they’re doing a good job in one area, they’ll assume I’m happy with them in all areas.
I pay them to do a good job. Why do I need to tell them?
I don’t want them to get “the big head.”

These are not valid reasons. Withholding acknowledgement doesn’t help build a staff member’s confidence or self-esteem. It doesn’t develop a High Performance Staff.

Many veterinarians have difficulty acknowledging themselves for who they are and the great contribution they make to society. Since self-approval doesn’t come naturally, veterinarians may be uncomfortable expressing their approval of others.

It’s true we tend to shy away from things that are unfamiliar or scary to us; however, acknowledgement is a habit that can be learned. It gets easier with practice and the payoff is that as a team, you’ll make a bigger difference in the lives of pet owners.

How to acknowledge your staff:

5 steps:

Catch people doing something right. Acknowledge them as quickly after the behavior as possible.
Be specific about the behavior you’re acknowledging.
Don’t stop there. Go one step further and make it about the person, not just their behavior.
Let them know how they’re making a difference. Let them know what this means to you.
Speak from your heart.

Example:

Sue, I appreciate the way you just handled Mrs. Jones. (Step 1)

I really like how you let her know that you understood her upset and reassured her you’d help get her the answers she needed. (Step 2)

You have a wonderful way with people. (Step 3)

I want you to know that you’re making a difference in people’s lives and it means a lot to me to have you on the team. (Step 4)

Mastering the art of acknowledgement:

Now it’s time to practice. Start today. Catch someone doing something right and give a strong acknowledgement. Don’t worry if people blush, get choked up or teary-eyed. When you speak from your heart, it’s natural that you’ll touch other people’s hearts.

The final word:

Catch yourself doing something right and acknowledge yourself right away. But, don’t stop there. Go one step further. Acknowledge yourself…not just for what you do…but for who you are. It won’t give you “the big head.” It will, however, help you become your very best.

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Drs. Vickie & Bryan

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