| Add RSS Feed

April 12, 2008

By Jameson Coach Vicki C. Sanco, CDA, CDPMA

"We just can't seem to find good employees."
"Staffing is such a problem in this area."
"Aren't there any good (fill in the blank) assistants, hygienists, business staff out there?"

As my consultant colleagues and I visit dental offices throughout the country, we hear these all-too-familiar refrains pertaining to the difficulties and frustrations in locating, recruiting, and retaining quality dental team members. Perhaps you, too, have felt this way or have heard similar laments from dentists searching to fill an available position in their practices.

The need for dentists, hygienists, assistants, business team members, and lab technicians is at an all-time high. The patient base is growing and the number of professionals within the dental profession appears to be shrinking by comparison. How does a professional applying for a position in a dental practice gain an advantage in an interview? How does the interviewer recognize the applicant who most appropriately fits into his or her practice?

In fact, there are many skilled, caring individuals in the job market. And likewise, there are many wonderful dental practices looking for them. All too often there is miscommunication, little communication, mixed messages, inadequate information, and many other factors that can occur in the interviewing process to discourage or prevent an employer or manager from offering an applicant a position, or an applicant from accepting an offer.

Having conducted more than 1,500 interviews for various dental-related positions, I have determined that there are several key elements that can positively impact an interview — whether you are an applicant in pursuit of a position, or the person conducting the interview in hopes of hiring a new member of the team.

Punctuality, presence, preparation, promotion, and professionalism are factors that will positively impact the hiring decision.

Punctuality should be a given, considering the way dental offices function. The daily activities in all dental offices are directly, or indirectly, related to the schedule. To say time in a dental office setting is very important is an understatement. However, experience has shown only one in three job applicants is on time for an interview, and two of five applicants may not show up at all. What a way to make a first impression!

Equally important, many qualified applicants have reported that they have been kept waiting for more than one hour, with nary an explanation, for the interview to begin.

Punctuality sets the tone for the interview. For anyone participating in an interview to be late may indicate a lack of preparation, respect, caring, or poor time-management skills. Our parents were right. We have only one chance to make a good first impression, and this is where it starts. Being punctual speaks volumes about character.

At one time or another, we have all been in a crowded room only to have someone enter and every head turns. Now, that is presence! We common mortals may not possess this quality to the extent that eyes pop and jaws drop, but fortunately we don't need that dramatic type of effect to create a presence and capture one's attention.

For the most part, we do possess the ability to create a memorable presence in an interview. Although many applicants may be reluctant, this is the time to let those personalities shine.

A self-introduction while standing and a firm (not knuckle-breaking) handshake are by far the most impressive acts by either an applicant or interviewer in an interview setting. It's a sure bet to say that very few applicants take this kind of initiative. When an interviewer is greeted by a smiling, appropriately dressed person who introduces him- or herself, shakes the interviewer's hand, looks directly at the interviewer, and acts happy to be there — that creates a presence. This display of warmth and energy lays the foundation for a positive experience.

Practice "presence" is equally important. Conducting an interview in the supply closet with the compressor running may seem like a good idea, but it will not help build rapport or convey the finer qualities of the practice to an applicant. Creating an "applicant-friendly" area is one way to assist in opening the lines of communication.

The patient consultation area, a private office, or even the team lounge, are good choices. The idea is to create an environment free of barriers that may be perceived as intimidating to an applicant, and to encourage an open, comfortable exchange of information between both parties. A professional, relaxing environment, free of distractions, works as well for an applicant in pursuit of a position in a dental practice as it does for a patient visiting the dental office.

Preparation is almost as important in a dental setting as time is in the schedule. Every procedure is planned and preparations made before the patient arrives in the office. Preparedness is a critical component in a well-run practice.

Therefore, it's reasonable to expect both the applicant and the interviewer to be as prepared as possible for an interview for a dental-related position. This includes knowing the time of the interview, the directions to the office, and bringing a current résumé and additional supporting information such as registrations and licenses.

Researching information about the practice, doctor, and/or team is an added bonus! At a minimum, asking questions that show an interest in the practice, patient services, and philosophy will let the interviewer know the applicant appears to be patient-centered, service-oriented, and is concerned about the type and quality of dentistry provided in the practice.

Applications to be completed prior to the interview require that the application contains and asks for both legally and politically correct information. Many applications that were once appropriate are no longer.

If the opportunity exists to review the applicant's résumé and/or application before the interview, it will be time well spent. For the interviewer to be well-prepared will not only speed up the entire process, but will also convey a very positive, impressive message to the person applying for the position — an impression much like the patient's experience when a dental professional reviews the chart before beginning a conversation or treatment!

Before sitting down and diving right into the interview, offer a tour of the office, and introduce the team. Communicating a high level of care and pride in the practice will convey a very positive message about who you are as a team and a professional dental practice.

Once the interview begins, asking open-ended questions will encourage the applicant to respond with more than "yes" or "no" answers and will stimulate a much more productive dialogue.

Promotion is the time in the interview when every applicant should let his or her character and personality shine through. It is the time to communicate skills, abilities, accomplishments, and contributions. It is not the time to be shy or hesitant in honestly promoting what he or she can contribute to the practice. Promoting oneself is essential.

The person leading the interview can easily segue into a brief overview of the practice philosophy, vision or mission, and leadership and practice goals. Creating a give-and-take, question-and-answer type discussion will afford the interviewer an opportunity to evaluate the applicant's verbal and nonverbal responses.

In evaluating the candidates for any role, remember that it is more important to hire for attitude than for skills (considering, of course, the skills that are required for certain professional licenses). Even so, it is a miserable existence for all should a new team member be the most skilled in the land, but have a rotten attitude. Skill sets can be acquired and improved through learning. Bringing about a change in attitude is extremely difficult, if not impossible.

Lastly, but certainly not least, is the element of professionalism. Professionalism is defined by Merriam-Webster as: the conduct, qualities, and aims that characterize or mark a profession or professional person. Each of us likely has our own definition as well. Professionalism embodies skills, abilities, willingness, caring, honesty, and leadership to name just a few characteristics. We can envision in our mind's eye the person/persons we most admire within the profession and identify within them these characteristics and many more.

To have obtained and possess a license, certificate, or expertise to practice is one part of being a professional. If we are to be perceived as professional, we must act professionally as well.

This often means doing what we say we are going to do and holding ourselves to a higher standard of ethics, morals, or performance than what is described or expected.

To the interviewer, a high level of professionalism may be evident in the way an applicant conducts him/herself, responds to questions, shows an interest in the practice and the patients, the completeness and neatness of the résumé, the attitude of service, and the desire to learn different and new skills.

It is both easy and realistic to think a person seeking a position in a dental practice can talk a good line in an interview, giving all of the "right" answers. However, when an interview is conducted incorporating some of the ideas we've discussed, the few people who may try to tell you only what you want to hear become more apparent.

By the same token, many applicants have reported that the person who conducted their interview and subsequently hired them and the person with whom they currently work appear to be completely different people. It can and does work both ways.

A simple act such as calling an applicant after the interview is not only courteous, but indicates a higher level of professionalism. Many applicants report never having received that promised call, only to be left wondering about the outcome of the interview and the integrity of the doctor and team.

By no means am I suggesting that an awareness of these hiring and interviewing tips will guarantee a "good hire" or yield "the perfect place to work." What I am suggesting is that by listening more than talking, spending adequate time in the interview, and becoming aware of these four areas of impact, both applicants and interviewers can gain better insight into the interviewing process, creating a more relaxed, less frustrating situation that can ultimately be more positive, productive, and pleasant for all parties.

Within each of us lies the power to positively affect the outcome of most any situation, particularly the professional interview. It is up to each of us to enhance our own abilities as well as the positive influences we contribute to the profession of dentistry — whatever our role may be.

Learning Points

Punctuality

• Sets the tone for the interview
• Always impresses
• Speaks volumes about character

Presence

• Smile, self-introduce, shake hands, eye contact
• Create "friendly" area for conducting or participating in an interview
• Build rapport

Preparation

• Current resume
• Application that is legally and politically correct
• Ask open-ended questions that encourage dialogue
• Ask questions that show interest as well as seek information

Promotion

• Let character and personality shine through
• Communicate skills, talents, and contributions
• Communicate office purpose, philosophy, and goals

Professionalism

• Attitude is more important than skills
• To be perceived as professional, one must demonstrate professionalism
• Enhance skills, bring positive influence

Vicki C. Sanco, CDA, CDPMA, offers nearly 30 years' experience as a dental coach and speaker. Reach Vicki at (877) 369-5558, info@jamesonmanagement.com, or www.jamesonmanagement.com.

| Add RSS Feed