Embrace Vulnerabilities To Build A Patient-Centric Environment

Leaders must create an environment where openness is seen through a lens of goodwill, transforming criticism into constructive feedback.

By Dr. Reuben Sim

In my previous post “Nurture A Safe Haven For Your Dental Team“, I emphasise that achieving a patient-centric environment requires an often-overlooked foundation – a workplace where staff members are well cared for, feel safe, and are cherished. This, I believe, is the secret sauce not only behind satisfied customers but also the flourishing revenue that follows.

Today, I want to home in on a key ingredient in that secret sauce – TRUST. 

As leaders, we are the prime custodians of the trust vibe in a company. Organisations that put effort into training and developing their leaders to grow and harness this success ingredient will cultivate a resilient team culture that can withstand the hard knocks of reality.

Behind The Curtain Of Team-Building Strategies

I further wrote about utilising activity-based strategies like morning briefings, team-building events, and positive leadership. While all of them play a pivotal role in creating a positive work culture, they are doomed to failure if behind the guise of team-building, there’s a shady backdrop of mistrust, gossip, and exploitative behaviour.

One of the best ways to weed out such insidious conduct is to make sure that transparency and authenticity take center stage in the whole process. It’s like pulling back the curtain — these factors matter greatly to a culture where trust can genuinely flourish.

As leaders, it is crucial for us to be genuine and open in our interactions as it helps to solidify trust. We must also take a proactive approach to ensure that diverse voices are heard, contributing to a team culture that fosters belonging and unity.

A distinctive aspect of our approach involves embracing vulnerability. Going beyond conventional strategies, we prioritise fostering collective vulnerability as a deliberate effort to strengthen the trust within our team. 

Malice-Free, Values-Driven Communication 

Sharing vulnerabilities is a powerful way to build trust, fostering a reciprocal sense of trust that strengthens relationships. This openness also enhances communication, enabling more effective collaboration when we honestly express our feelings and needs. 

I acknowledge the genuine concern that being vulnerable might lead to exploitation, a reality rooted in human nature. People can exploit honesty, using past statements against us. 

As a leader in your organisation, it is incumbent upon you to make it clear that all communication should be understood as coming from a place of goodwill and concern for the betterment of the company and individuals. Our core values act as the lens through which messages should be interpreted, transforming criticism into constructive feedback and fostering a positive perception.

The second layer of our approach involves ensuring that vulnerability and trust co-exist. One example I often give illustrates that a seemingly innocent suggestion like “Let’s not eat too much because it’s not healthy” could be misconstrued as body-shaming. However, in our environment, understanding that the message comes from a place of caring transforms the perception entirely.

The need to cultivate an environment free from malice is equally important. Overt and intentional communication that discourages gossip not only prevents malicious behaviour but also makes it easier to identify and address such issues promptly. 

Whenever a complaint or negative feedback is heard, make it a point to address the issue in a calm, closed-door discussion where all the affected parties are present. This has the effect of nipping office gossip in the bud, while preventing future occurrence.

Such efforts further make recognising team members who may not have good intentions more straightforward. Whether it’s a new hire not fitting our culture or a past employee with a history of negative behaviour wanting to return, we can make informed decisions to protect our positive and cohesive team.

A Culture That Weathers All Storms

At Dental Boutique, we acknowledge that a robust organisational culture doesn’t shy away from challenges or disagreements. Trust is pivotal in our process, especially in a company with a considerable team of 234 people. 

Diverse opinions and disagreements are natural, considering our team’s varied backgrounds and ideas. Sharing vulnerability, we believe, is crucial for building trust between co-workers. It must however be established in the foundational trust that each team member has the company’s best interests at heart.

When you reach a level of trust deeply embedded in the corporate mindset, it becomes the prevailing essence of the work culture. This atmosphere empowers individuals to actively contribute, openly express thoughts, and embrace risks. It stands as a formidable bedrock upon which the organisation will continue to thrive, resilient against the unpredictable winds of change.