Communicating with your Receptionists #Managers


Being a doctors receptionist is no easy task, and certainly not the job some people seem to think it is, some think it’s sitting at the desk booking patients in to see the doctor and handing out prescriptions, oh no it’s so much more and more again. Being a doctors receptionist is a bit like marmite, you either “love it or hate it”. The receptionist that ‘loves’ his/her job will be loyal, hard-working and very proactive. They are the ones that can see problems ahead, make the best suggestions and really want the best for the practice. They are the ambassadors of your practice.

It saddens me when at some of my training sessions I hear that they sometimes do not feel appreciated and they don’t feel part of the team. They often blame Management for lack of communication who are occasionally not caring and unapproachable. This might not be true, but it’s how they feel. Lack of training is also another complaint that I hear of often. Many Receptionists feel that they could do so much more in their role, if only they had the appropriate training. This is where I step in and defend the managers! I know how hard the role of a manager can be, often being piggy in the middle; the Partners shouting on one side and the Staff on the other. There are budgets to follow and targets to hit, whilst trying to stay loyal to both sides. Being a manager can often be a very lonely job. Who is there for the Manager when it gets tough?

My role of manager soon taught me that communication is key. In communicating with the receptionists I came to learn, first hand, what the problems in reception were, before it got too late and became a bigger problem than it already was. Receptionists need to know what is going on, if they don’t they often jump to the wrong conclusion. They will often gossip between themselves and make up their own minds, which can often cause bad feeling within the team. Having a team with a low morale is often extremely hard to turn around.

What is the best way to communicate with your receptionists? Hold Regular staff meetings; weekly, twice monthly or monthly.

  • Ask the staff to contribute to the agenda, make the meetings their meetings.
  • Make the meetings interesting! If they are interesting the staff will actually want to come, they will contribute and as a result they will be a success.
  • Rotate the meetings on different days and times to enable part-time staff to attend at least every other meeting.
  • It’s your chance as a manager to give the facts, to tell them as a team what is happening within the practice; it’s a great way to avoid rumours and discontent.
  • Take minutes for future reference and make copies available for those that were unable to attend. Make a copy for the partners too.
  • Ask a Partner to attend a couple of meetings a year, this shows support, and in my experience, always goes down very well with the receptionists. It also gives the Partners an insight in what is happening in reception and how hard their roles can often be.
  • Use the meeting to discuss any issues that have occurred and ask the team how they feel it could have been dealt with, often they will come up with the solution. This will help in the future as they will then start to solve problems themselves, rather than running to you every time, expecting you as the manager to have the answer. Meetings can often make the team more proactive.

Another complaint is lack of communication. Often, many of the staff will be told something but others don’t hear about it. This can lead to confusion and often anger, which can result in jobs not being done properly, as some staff have not been informed. A lot of the time this happens to staff who are on holiday or that work part-time. Memos or emails sent to every member of the team seems to work well. Having a receptionist message book works extremely well. Receptionists can leave messages that everyone can read before they begin their shift.

Communicating with your team will often highlight concerns, and often they will share good ideas,  after all they are the “experts” in their field and will often offer very productive ideas. Many of my training issues, ideas and changes came from my experiences of “walking in their shoes”

Another way of communicating with your staff is to simply show your support. Go and see what they are doing and praise them regularly. Most importantly, always remember how difficult your job as a manager would be if the receptionists did not do their job well.

 

© 2011-2017 Reception Training all rights reserved
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THE BEAVER #personality test – 6/6


The 5 minute personality test is written over 6 blogs – follow from blog 1 – 6 to see who you are most like!

Following on from the personality test here are the description of:

B = BEAVERS

Beavers have a strong need to do things right and by the book. In fact, they are the kind of people who actually read instruction manuals. They are great at providing quality control in an office, and will provide quality control in any situation or field that demands accuracy such as accounting, engineering, etc. Because rules, consistency and high standards are so important to Beavers, they are often frustrated with others who do no share these same characteristics. Their strong need for maintaining high (and often times unrealistic) standards can short-circuit their ability to express warmth in a relationship.

 

National Strengths

  • Accurate
  • Analytical
  • Detail-oriented
  • Thoroughness
  • Industrious
  • Orderly
  • Methodical and exhaustive
  • High standards
  • Intuitive
  • Controlled

National Weaknesses

  • Too hard on self
  • Too critical of others
  • Perfectionist
  • Overly cautious
  • Wont make decisions without “all” the facts
  • Too picky
  • Overly sensitive

 

Basic Disposition:

Slow-paced, talk-oriented

 

Motivated by:

The desire to be right and maintain quality

 

Time Management:

Beavers tend to work slowly to make sure they are accurate

 

Communication Style:

Beavers are good listeners, communicate detail, and are usually diplomatic.

 

Decision Making:

Avoids making decisions; needs lots of information before they will make a decision.

 

In Pressure or Tense Situations:

The Beaver tries to avoid pressure or tense situations. They can ignore deadlines.

 

Greatest Needs:

The Beaver needs security, gradual change and time to adjust to it.

 

What the Beaver Desires:

Clearly defined tasks, stability security, low risk, and tasks that require precision and planning.

THE GOLDEN RETRIEVERS #personality test – 5/6


The 5 minute personality test is written over 6 blogs – follow from blog 1 – 6 to see who you are most like!

Following on from the personality test here are the description of:

 

G = GOLDEN RETRIEVERS

One word describes these people: LOYAL. They are so loyal, in fact, that they can absorb the most emotional pain and punishment in a relationship and still stay committed. They are great listeners, incredibly empathetic and warm encourages. However, they tend to be such pleasers that they can have great difficultly being assertive in a situation or relationship when it’s needed.

 

 

National Strengths

  • Patient
  • Easy-going
  • Team player
  • Stable
  • Empathetic
  • Compassionate
  • Sensitive to feelings of others
  • Tremendously loyal
  • Puts people above projects
  • Dependable
  • Reliable
  • Supportive
  • Agreeable

National Weaknesses

  • Indecisive
  • Over-accommodating
  • May sacrifice results for the sake of harmony
  • Slow to initiate
  • Avoids confrontation even when needed
  • Tends to hold grudges and remember hurts inflicted by others
  • Fears change

 

Basic Disposition:

Slow-paced, people-oriented

.

Motivated by:

Desire for good relationships and appreciation of others.

 

Time Management:

Golden Retrievers focus on the present and devote lots of time to helping others and building relationships

 

Communication Style:

Two-way communicator; great listener and provides empathetic response.

 

Decision Making:

Makes decisions more slowly, wants input from others, and often yields to the input.

 

In Pressure or Tense Situations:

The Golden Retriever gives in to the opinions, ideas, and wishes of others. Often too tolerant.

 

Greatest Needs:

The Golden Retriever needs security; gradual change and time to adjust to it; an environment free of conflict.

 

What the Golden Retrievers Desires:

Quality relationships; security; consistent known environment; a relaxed and friendly environment; freedom to work at their own pace.

THE OTTERS – #personality test – 4/6


The 5 minute personality test is written over 6 blogs – follow from blog 1 – 6 to see who you are most like!

Following on from the personality test here are the description of:

O = OTTER

Otters are excitable, fun seeking, cheerleader types who love to talk! They are great at motivating others and need to be in an environment where they can talk to have a vote on major decisions. The Otters’ outgoing nature makes them great networkers – they usually know a lot of people who know a lot of people. they can be very loving and encouraging unless under pressure, when they tend to use their verbal skills to attack. They have a strong desire to be liked and enjoy being the centre of attention. They are often very attentive to style, and clothes. Otters are the life of any party; and most people really enjoy being around them.

National Strengths

  • Enthusiastic
  • Optimistic
  • Good Communicator
  • Emotional and Passionate
  • Motivational and inspirational
  • Outgoing
  • Personal
  • Dramatic
  • Fun-loving

 

National Weaknesses

  • Unrealistic
  • Not detail-oriented
  • Disorganised
  • Impulsive
  • Listens to feelings above logic
  • Reactive
  • Can be too talkative
  • Excitable

 

Basic Disposition:

Fast paced. People-oriented.

 

Motivated by:

Recognition and approval of others

 

Time Management:

Otters focus on the future and have a tendency to rush to the next exciting thing.

 

Communication Style:

Enthusiastic and stimulating, often one-way; but can inspire and motivate others.

 

Decision Making:

Intuitive and fast. Makes a lot of “right calls” and lots of wrong ones

 

In Pressure or Tense Situations:

The Otter ATTACKS. Can be more concerned about their popularity than about achieving tangible results.

 

Greatest Needs:

The otter needs social activities and recognition; activities that are fun, and freedom from details.

 

What the Otters Desires:

Prestige, friendly relationships, opportunity to help and motivate others, and opportunities to verbally share their ideas.

THE LION #personality test result – 3/6


The 5 minute personality test is written over 6 blogs – follow from blog 1 – 6 to see who you are most like!

 

 

Following on from the personality test here are the description of:

 

L = LIONS

Lions are leaders. They are usually the bosses at work……..or at least they think they are! They are decisive, bottom line folks who are observers, not watchers or listeners. They love to solve problems. They are usually individuals who love to seek new adventures and opportunities.

Lions are very confident and self-reliant. In group setting, if no one else instantly takes charge, the Lion will. Unfortunately, if they don’t learn how to tone down their aggressiveness, their natural dominating traits can cause problems with others. Most entrepreneurs are strong lions, or at least have a lot of lion in them.

National Strengths

  • Decisive
  • Goal Oriented
  • Achievement driven
  • Gets results
  • Independent
  • Risk-taker
  • Takes initiative
  • Self-starter
  • Persistent
  • Efficient
  • Competitive
  • Enjoys challenges, variety and change
  • Driven to complete projects quickly and effectively.

National Weaknesses

  • Impatient
  • Blunt
  • Poor Listener
  • Impulsive
  • Demanding
  • May view projects more important than people
  • Can be insensitive to the feelings of others
  • May “run over” others who are slower to act or speak
  • Fears, inactivity, relaxation
  • Quickly bored by routine or mechanics

 

Basic Disposition:

Fast-paced, task oriented.

 

Motivated by:

Results; challenge, action, power and credit for achievement.

 

Time Management:

Lions focus on NOW instead of distant future. They get a lot more done in a lot less time than their peers. Hate wasting time; and like to get right to the point.

 

Communication Style:

Great at initiating communication; no good at listening (one way, communicator)

 

Decision Making:

Impulsive; makes quick decisions with goal or end results in mind. Results-focused. Needs very few facts to make a decision.

 

In Pressure or Tense Situations:

The Lion takes command and becomes autocratic.

 

Greatest Needs:

The Lion needs to see results, experience variety, and face new challenges. He needs to solve problems and wants direct answers.

 

What the Lion Desires:

Freedom, authority, variety, difficult assignments, opportunity for advancement.

What Does The Personality Test Mean – 2/6


The 5 minute personality test is written over 6 blogs – follow from blog 1 – 6 to see who you are most like!

 

Personality Test – What does it mean?

Now that you have taken the survey what does it all mean?

Each letter (L. O. G. B.) stands for a particular personality type. The column with the highest score is your dominant personality type while the column with the second highest scores reveal the most accurate picture of your natural inclinations, strengths and weaknesses, and how you will naturally respond in most situations.

The four personality types can be likened to animals

 

L   = LIONS

O = OTTERS

G  = GOLDEN RETRIEVERS

B   = BEAVERS

 

Read next blog on the complete descriptions of each one.

 

Previous blog:   The 5 Minute Personality Test (1) http://wp.me/p1zPRQ-vB

The 5 Minute Personality Test – 1/6


The 5 minute personality test is written over  6 blogs – follow from blog 1 – 6  to see who you are most like!

 

I was at a training session today and we had great fun doing a 5 minute personality test. I think that this would be great fun to do at a team meeting, and if the questions are answered correctly its amazing just how true to the person completing the test are, but it is just for fun and should not be used for any other purposes.

Start with giving everyone a sheet with the questions listed below. it is important to tell the participants that the test is just for them and they will not have to disclose it if they do not want to – but we had great fun discussing our results and all amazed at how accurate they were to our own personalities.

 


 

Here is the test 

 

Below are ten horizontal lines with four words on each line, one in each column. In each line, put the number “4” next to the words that best describes you in that line; a “3” next to the word that describes you next best; a “2” to the next best word, and a “1” by the word that least describes you. On each horizontal line of words, you will then have one “4”, one “3”, one “2” and one “1”.

 

For example” One choice for the first line of words would be as follows”

 

3   likes Authority                 4    Enthusiastic                  2     Sensitive Feelings             1    Likes Instructions


 

                   L                                             O                                              G                                                   B 

_________________________________________________________________________________________________________________

1.  ____ Likes Authority         ____ Enthusiastic              ____ Sensitive Feelings         ____ Likes Instructions

2.   ____ Takes Charge           ____ Takes Risks                ____ Loyal                                ____ Accurate

3.   ____ Determined              ____ Visionary                     ____ Calm, Even Keel           ____ Consistent

4.   ____ Enterprising             ____ Very Verbal                ____ Enjoys Routine              ____ Predictable

5.   ____ Competitive                ____ Promoter                   ____ Dislikes Change             ____ Practical

6.  ____ Problem Solver           ____ Enjoys Popularity   ____ Gives In To Other          ____ Factual

7.   ____Productive                    ____ Fun-Loving             ____ Avoid Confrontations    ____ Conscientious

8.   ____ Bold                                ____ Likes Variety         ____ Sympathetic                     ____ Perfectionist

9.  ____ Decision Maker            ____ Spontaneous         _____ Nurturing                       ____ Detailed-Oriented

10. ____ Persistent                      ____ Inspirational         ____ Peacemaker                     _____ Analytical

_____________________________________________________________________________________________________

 

          ___TOTAL ‘L’                 _____ TOTAL ‘O’                ____ TOTAL ‘G’                   ____ TOTAL ‘B’

 

 

Total up the numbers of each vertical column (L,O,G,B)


 

see my next blog on the results that apply to each of the Letters – if you have done the test you will be amazed at the results