Dealing with an Abrasive Doc

shouting doctorOnce I month I visit a local physicians practice group for 2 hours of leadership training and real-time performance management coaching. At one of these sessions, a Practice Manager asked me about a frustrating situation with a doctor, one that is, unfortunately, all too common.

”What do I do with a doc that constantly goes crazy on us?”

He described a physician who has angry, confrontational reactions to any and all hiccups, delays, questions, or problems that arise during the course of the day. Large, small, or common, it doesn’t matter. These violent outbursts are regular, predictable, and are directed toward the staff much of the time. This behavior has resulted in a constant quest, by the staff, to avoid this man at all costs. They all dread the days when they are scheduled to work under him.

So what’s a leader to do? Here are 5 strategies to Deal with an Abrasive Doc: Continue reading

Who’s the Boss?

CCL coverThe following is an excerpt from my forthcoming book Cure for the Common Leader: What Physicians & Managers Must Do to Engage and Inspire Healthcare Teams, scheduled for release on November 1.

Ask your front desk person who is in charge of the practice overall. What will she say? Ask her who her boss is. Does she give the same answer?

In many healthcare settings employees interact with two levels of supervisory authority: the operational leaders charged with their day-to-day supervision, and physicians. The office manager, unit director, nurse coordinator, or practice manager oversees the day-to-day operations of the site and the duties of team members. These managers often hire, train, and supervise the employee. They coordinate the employee’s schedule, answer their questions, and serve as the primary liaison between employee and employer. Physicians, on the other hand, possess a different kind of power. Continue reading