The Key to a High-Functioning Team: Mastering the Art of Onboarding

As dental practice owners, we often find ourselves caught in the relentless pursuit of excellence in patient care and how our practice operates when we’re not there. The concept of a self-managing team, a group that functions efficiently without constant supervision, is not just an ideal; it’s a necessity for any practice aiming for growth and sustainability. 

By Dr. Jesse Green

The critical role of such a team in achieving our business goals is undeniable. It allows us, the owners, the invaluable freedom to take breaks, knowing the practice is in capable hands.

Our team’s performance directly influences our ability to step back and enjoy uninterrupted time away from the practice. This time is not a luxury but a crucial aspect of maintaining our well-being and perspective as leaders. How we onboard our team members becomes fundamental to how well they will perform their roles and, by extension, how self-sufficient our practice can become.

In my years of experience, I’ve observed a direct correlation between the onboarding process’s thoroughness and the resulting team’s effectiveness. 

A well-onboarded team member is not just someone who knows their tasks but understands the why behind them, aligns with the practice’s core values, and is motivated to contribute positively to its culture and goals.

The Pillars of Effective Onboarding

In embarking on the journey to mould a high-functioning, self-managing team, the onboarding process is the pivotal first chapter. Here, in these foundational days, we lay down the principles that will guide our team members through their tenure at the practice. 

This period is not just about imparting knowledge or a list of tasks; it’s about embedding a philosophy, a way of being that resonates with the very ethos of our practice. 

The pillars of effective onboarding are the core themes around which we build this philosophy. They are not just steps but values that we instil in our team members, ensuring they are prepared for their roles and inculcated into the fabric of our practice’s culture.

Continuous Learning and Efficiency

The first pillar emphasises the importance of fostering a culture of continuous learning and efficiency. 

In the fast-evolving landscape of dental care, staying abreast of the latest techniques, technologies, and patient care practices is non-negotiable. The onboarding process must, therefore, instil a proactive approach to learning, where team members are receptive to new information and seek it out. 

This pillar ensures that our team remains efficient and effective, capable of delivering the highest standard of care to our patients.

A Robust Value Model

Understanding the critical importance of transitioning from an unviable to a valuable practice is fundamental. A value model serves as a strategic roadmap that guides a practice through the various stages of development and scaling. 

Over the years I’ve developed a robust and repeatable value model specifically for my Savvy Dentist members. This model meticulously outlines the path towards achieving a sustainable and thriving practice. 

By embedding this value model into the onboarding process, you can ensure that every team member not only understands their vital role in our journey but also sees how their contributions directly align with the broader goals of the practice. This alignment is key, ensuring that every action taken is a deliberate step towards our collective growth and success.

Skillset and Cultural Coaching

Lastly, we must figure out a balance between practical skills and cultural coaching. Technical proficiency in one’s role is fundamental, as is being a cultural fit within the practice. 

This pillar addresses the need to nurture team members who excel in their tasks and embody the practice’s core values. They contribute positively to the workplace environment, fostering a culture of support, mutual respect, and shared goals. This dual focus ensures that our team is capable and cohesive, working together seamlessly towards our shared vision.

These pillars form the bedrock of our onboarding process, guiding our approach to moulding individuals who are not just employees but are integral parts of our practice’s journey towards excellence.

Common Onboarding Challenges and Solutions

Navigating the onboarding process is akin to steering a ship through rough seas. While the destination is clear, the journey has challenges that can force us off course if they aren’t swiftly and adequately addressed. Recognising these challenges is the first step towards mitigating them, ensuring a smooth passage for our new team members as they integrate into our practice. 

Let’s delve into some of the most common hurdles encountered during onboarding and explore practical solutions to overcome them.

Lack of Structured Process

One of the most prevalent challenges is the need for a structured onboarding process. Without a clear roadmap, new team members and their mentors can find themselves lost, unsure of the following steps, leading to gaps in knowledge and integration.

Solution: Implementing a structured onboarding plan is crucial. This includes detailed schedules, checklists, and milestones that guide the new team member through their first days, weeks, and months. By delineating a clear path, we ensure that no critical aspect of their training or integration is overlooked.

Insufficient Accountability Mechanisms

Another challenge arises when there’s a lack of accountability. Without clear responsibilities and checkpoints, it’s easy for important tasks and training modules to fall through the cracks.

Solution: Establishing precise accountability mechanisms from the outset is critical. This means setting specific goals, assigning mentors or supervisors to oversee progress, and scheduling regular check-ins to assess advancement. By doing so, we create a framework that supports the new team member’s journey and ensures their successful integration.

Perceived Time Constraints for Training

Often, the comprehensive nature of the onboarding process is viewed as too time-consuming, especially in a busy practice environment. This perception can lead to rushed or incomplete onboarding, leaving new team members underprepared.

Solution: Addressing this challenge requires a shift in perspective, recognising that investing time in onboarding is an investment in the practice’s future success. Allocating dedicated time for training and using efficient training methods, such as e-learning modules or group training sessions, can optimise the onboarding process without overwhelming the practice’s daily operations.

By tackling these common challenges with structured, accountable, and time-efficient solutions, we pave the way for a smoother onboarding experience. This benefits the new team member and enhances the practice’s productivity and cohesion.

Building a Robust Onboarding System

Constructing a robust onboarding system is akin to laying the foundation for a building. Just as a strong foundation ensures the stability and longevity of a structure, a well-crafted onboarding system underpins the development of a self-managing, high-performing team. This system is not a one-size-fits-all solution but a tailored approach that meets the unique needs of our practice while encapsulating the essence of our culture and values.

Comprehensive and Repeatable

A cornerstone of a robust onboarding system is its comprehensiveness and repeatability. It should cover all necessary aspects of a new team member’s journey, from the basics of their role to the nuances of the practice’s culture. 

This includes:

• Clear Job Descriptions and Expectations: From day one, team members should understand their roles and responsibilities and how their work contributes to the practice’s goals.
• Structured Training Plans: These should encompass the technical skills required for their role and the soft skills needed to thrive within the practice’s culture.
• Cultural Integration: Activities and discussions that immerse the new team member in the practice’s values, fostering a sense of belonging and alignment with the team.

By ensuring the system is repeatable, we streamline the onboarding process for future hires and maintain consistency in how each team member is introduced to our practice.

Ensuring a Return on Investment

Onboarding is an investment in our team and, by extension, in our practice’s future. This process must be designed to maximise the return on investment. 

We do this by:

• Accelerating Time to Competency: The system should be designed to bring new team members up to speed as quickly as possible without compromising the quality of training.
• Fostering Engagement and Retention: A positive onboarding experience can significantly impact a team member’s engagement and decision to stay with the practice long-term.
• Promoting Early Contributions: Encouraging new team members to contribute ideas and feedback early on can boost their confidence and provide fresh perspectives that benefit the practice.

Leveraging Technology and Resources

Finally in today’s digital age, leveraging technology can enhance the onboarding experience. Online learning platforms, digital checklists, and e-manuals can provide flexible learning options that accommodate both the practice’s schedule and the learning pace of the new team member. Additionally, creating a central repository of resources ensures that all team members have access to the information they need when they need it.

Adopting a Training Organization Mindset

Embracing the ethos of a training organisation within our dental practice isn’t merely a philosophical shift; it’s a strategic imperative for fostering a culture of perpetual growth, innovation, and resilience. This mindset transcends the traditional boundaries of onboarding, permeating every aspect of our practice’s operations and nurturing an environment where continuous learning is not just encouraged but is ingrained in our daily routine. Let’s quickly  explore how adopting this mindset revolutionises empowering our team and elevating our practice.

Cultivating a Culture of Continuous Learning

The cornerstone of a training organisation is its unwavering commitment to continuous learning. In the dynamic landscape of dental health, where new techniques, technologies, and patient care practices are constantly emerging, staying static is not an option. 

We must:

• Encourage Ongoing Education: Beyond the initial onboarding, team members must have access to and are encouraged to engage in ongoing education. This could be through attending workshops, seminars, and conferences or through online courses that allow them to expand their knowledge and skills.
• Promote Skill Sharing: Foster an environment where team members are encouraged to share insights and learnings from their experiences and professional development activities. This not only enhances individual skill sets but also enriches the collective knowledge base of our practice.
• Embed learning into the Fabric of Our Operations: Make learning and development an integral part of our practice’s operations. This can be achieved by setting aside regular times for team learning sessions, incorporating learning objectives into team members’ development plans, and rewarding progress and achievements in learning.

Building a Supportive Learning Environment

A genuinely effective training organisation provides a supportive environment that encourages curiosity, experimentation, and the pursuit of excellence. 

This means:

• Creating Safe Spaces for Learning: Ensure team members feel comfortable admitting when they don’t know something, asking questions, and seeking assistance. A culture that views questions and mistakes as learning opportunities rather than failures is crucial for fostering growth.
• Encouraging Mentorship: Establish mentorship relationships within the team, where more experienced members can guide and support newcomers or less experienced colleagues. This not only aids in skill development but also strengthens team bonds and collaboration.
• Recognising and Celebrating Learning Achievements: Acknowledge and celebrate when team members achieve learning milestones, whether completing a course, mastering a new technique, or contributing innovative ideas to the practice. Recognition reinforces the value of continuous improvement and motivates further engagement in learning activities.

Adopting a training organisation mindset is about more than just enhancing skills; it’s about building a team that is adaptable, motivated, and aligned with the evolving needs of our patients and our practice. By fostering an environment that values and supports continuous learning, we pave the way for our practice to adapt to change and lead it.

Implementing Effective Feedback Loops and Meeting Rhythms

The ability to adapt and grow is paramount for any dental practice aiming for excellence. The transition towards becoming a training organisation requires not only a shift in mindset but also the implementation of mechanisms that facilitate continuous improvement and open communication. Among these, effective feedback loops and structured meeting rhythms are critical components. They serve as the conduits through which knowledge flows, performance is evaluated, and a culture of openness and growth is nurtured.

The Role of Feedback Loops

Feedback loops are essential for fostering a culture of continuous improvement within the practice. They provide a structured way for team members to receive constructive feedback on their performance, offering insights into areas of strength and opportunities for growth. 

Effective feedback loops involve:

• Regular Performance Reviews: Scheduled reviews, apart from annual appraisals, where team members can discuss their progress, challenges, and aspirations. These sessions should be opportunities for growth and learning rather than mere evaluations.
• Real-time Feedback: Encouraging real-time feedback following specific tasks or projects. This immediate feedback is invaluable for making quick adjustments and reinforcing positive behaviours.
• 360-Degree Feedback Mechanisms: Implementing a system where feedback is not only top-down but can be received from and given to all levels within the practice. This approach fosters a more holistic view of performance and enhances team dynamics.

Establishing Meeting Rhythms

Structured meeting rhythms complement feedback loops by providing regular, dedicated reflection, planning, and alignment times. These meetings are the heartbeat of the practice, ensuring everyone is synchronised and moving in the same direction. 

Key components include:

• Daily Huddles: Brief, start-of-day meetings to set the agenda, highlight priorities, and address immediate concerns. These huddles ensure that everyone starts the day with a clear focus and understanding of their roles.
• Weekly Team Meetings: More in-depth sessions focused on reviewing the past week, planning the upcoming one, and discussing any long-term projects or goals. These meetings are crucial for keeping everyone aligned and engaged with the practice’s objectives.
• Monthly Strategy Sessions: Dedicated times to step back from the day-to-day operations and focus on the bigger picture. These sessions allow for the review of progress towards strategic goals, the introduction of new initiatives, and the reevaluation of existing strategies.
• Ad-hoc Learning Sessions: As part of fostering a culture of continuous learning, scheduling regular learning sessions where team members can share knowledge, present on recent learnings, or conduct skill workshops is vital.

By implementing effective feedback loops and establishing structured meeting rhythms, we create an environment where communication is open, performance is continually enhanced, and the entire team is aligned towards common goals. 

This infrastructure not only supports the individual development of team members but also drives the collective progress of the practice.

With these mechanisms in place, we’re equipped to navigate the complexities of the dental industry, adapt to changes, and seize growth opportunities. 

Making the Most of the Probationary Period

The probationary period is a critical juncture in the onboarding process, offering a unique window of opportunity for the practice and the new team member to assess fit, performance, and potential. 

This phase is not merely a trial but a structured period during which we can evaluate the integration of the new team member into the fabric of our practice. It’s a time for mutual exploration, where the practice discovers the full capabilities of the latest addition, and the team member assesses their place within the practice’s culture and future.

During this period, clear communication and defined evaluation criteria are paramount. 

Both parties must enter this phase with an understanding of the expectations and the benchmarks against which performance will be measured. This clarity sets the stage for objective assessment and provides the new team member with a roadmap for success.

Engaging in regular check-ins and feedback sessions is crucial to make the most of the probationary period. These interactions allow for the adjustment of expectations, the clarification of roles, and the resolution of any issues before they become entrenched. They serve as touchpoints that can guide the new team member towards achieving the set benchmarks, ensuring their growth is aligned with the practice’s standards and values.

The probationary period is also an opportunity to reinforce the practice’s commitment to development and continuous improvement. We demonstrate our investment in the new team member’s success by providing targeted support and resources during this time. This support can take various forms, from additional training to mentorship, each tailored to the individual’s needs and the practice’s objectives.

A comprehensive review should be conducted as the probationary period draws close. 

This review is a formal assessment and a reflective dialogue about the journey. It’s an opportunity to celebrate achievements, acknowledge challenges, and set the course for the future. Based on this review, a decision can be made regarding the team member’s continued role within the practice.

For those who have successfully integrated and contributed to the practice, this marks the beginning of their full-fledged journey with us. For others, it may become apparent that their path lies elsewhere. Regardless of the outcome, the probationary period is a valuable learning experience for both the individual and the practice.

By approaching this phase with intention, openness, and support, we not only maximise the potential for a successful integration but also uphold our commitment to building a team that is capable, cohesive, and aligned with our vision for the future.

Practical Tools for Onboarding Success

Every practice brings unique systems and values to the onboarding process, yet I’ve noticed a pattern through my experience helping hundreds of practices refine their approach. Practices that have created highly successful onboarding processes tend to leverage specific tools. These aren’t just aids for efficiency but integral components that align new team members with the practice’s ethos and operational rhythms. 

Let’s delve into these tools and explore how they contribute to a seamless onboarding experience:

Onboarding Checklists: A Comprehensive Integration Roadmap

Purpose and Structure: These checklists act as a detailed roadmap for the new team member and their mentors, guiding them through each phase of the onboarding process. From initial introductions to in-depth training on practice protocols, these checklists ensure a structured and thorough approach.

They guarantee that every aspect of onboarding is covered, providing a sense of security and clarity for the new team member. This systematic approach ensures that the integration process is comprehensive and reflects the practice’s values and operational standards.

Training Charts: Tailored Skill Development Paths

Framework for Learning: Training charts outline the essential skills and knowledge that new team members must acquire. They set clear expectations and timelines for learning, making the process transparent and measurable.

By allowing for customisation, these charts acknowledge that each team member has unique strengths and areas for growth. This adaptability ensures that learning is effective and aligned with the individual and practice’s needs.

Evaluation Frameworks: Tools for Comprehensive Assessment and Feedback

Holistic Evaluation: These frameworks provide a structure for assessing team members’ technical abilities and fit within the practice’s culture. They are designed to look beyond mere skill proficiency, evaluating how well the individual aligns with the core values and ethos of the practice.

Beyond evaluation, these tools facilitate ongoing feedback, highlighting areas for improvement and celebrating achievements. This ensures that the onboarding process is not just a gateway into the practice but a foundation for continuous development and alignment with practice standards.

Leveraging these tools transforms the onboarding process from a routine administrative task into a strategic initiative that fosters alignment, engagement, and growth. By implementing these resources, practices can ensure that every new team member is adequately prepared for their role and seamlessly integrated into the fabric of the practice, contributing to its success and embodying its values.

Cultivating Excellence

The journey towards creating a self-managing, high-functioning team begins with a meticulously executed onboarding process. 

This foundational phase sets the tone for a team member’s path within the practice, embedding the values, systems, and expectations that will guide their contribution to our collective success. 

Across numerous practices, the common denominator in those that have experienced significant growth and operational excellence is their commitment to a strategic onboarding process. These practices have achieved operational efficiencies and cultivated environments where team members thrive autonomously, driving the practice forward even in the owner’s absence.

Case studies from these successful practices highlight the transformative impact of effective onboarding. They showcase how integrating comprehensive checklists, tailored training charts, and thorough evaluation frameworks can accelerate team members’ integration and productivity. 

More importantly, these tools foster a culture of continuous learning and improvement, which is essential for adapting to the evolving landscape of dental care.

The significance of onboarding in setting our teams up for success cannot be overstated. 

It’s the bedrock upon which scalable, flexible, and resilient practices are built. As we strive towards operational excellence and seek to empower our teams, let us remember that the strength of our practice lies not just in the skills we impart but in the culture of growth, learning, and autonomy we cultivate from day one.