McKenzie Management의 CEO인 Sally McKenzie의 칼럼을
덴탈아리랑 Global 섹션을 통해 소개합니다.
The 2012 Holiday Season is upon us, and for many dentists, it’s panic time. You have to figure out an office party, gifts, and then all that “warm, fuzzy” stuff like thanking the employees and on and on and on. Oh the pressure, and what about the expense! I can hear some of you now: Can’t I just put a red ribbon on the next paycheck? I could even put a sticky note on it that says “thank you.” That would be okay, right? Wrong.
Recognition and acknowledgement of hard work and dedication are essential in retaining valued employees. However, the effort has far greater payoff if it’s a part of the workplace culture rather than a seemingly contrived “event” once a year. The goal of any rewards and recognition program should be to encourage loyalty, dedication, and a sense of teamwork among the group. In other words, it doesn’t begin and end with an annual holiday party. Rather, the party may cap off a year in which the doctor has recognized employee excellence, problem solving, going above and beyond the call of duty, achieving specific goals, and the list goes on.
Why is this important? Study after study shows that recognition and acknowledgement of a job well done are essential in retaining valued employees. Moreover, simple, small gestures can yield big returns. In fact, according to a recent survey of more than 600 workers conducted by a Texas-based benefits consulting company, nearly 70% of employees don’t expect holiday gifts from their employers. They are, however, very appreciative of small rewards. More than 60% of employees noted that a simple $25 gift card would be appreciated and 85% would be happy with $100 or less. But the most important statistic cited in this particular survey: 83% of employees said that a reward would make them feel appreciated, motivated to work harder, and/or more loyal to the company, up from 81% in 2011.
Employees are fully aware that the economy continues to pose challenges for employers, including their own. Many workers are sincerely thankful to have a job, period. Nonetheless, in small businesses such as the dental practice, simple acts of appreciation can yield huge dividends for dentists, particularly when the reward/recognition is not just a one-time event but part of the overall effort to move the practice toward specific goals.
Central to a recognition and rewards program is creating a team environment and reinforcing positive behaviors. It’s essential to involve employees in designing the program and gathering their input on meaningful ways in which the practice can show appreciation. You may be surprised by what the team values. In many cases, it may not require money, but rather opportunity.
For example, an employee may have a strong interest in attending a continuing education program, and would consider it a significant reward. This type of recognition can further benefit the practice if the employee is given the opportunity to share what they learned with the group during a lunch and learn session after they return. An employee that has gone well above the call of duty to complete a special project may sincerely appreciate a gift card for a massage or an afternoon off.
Create your own recognition “tool kit” that you keep on hand in your office. This might include a variety of $5 gift cards to the deli or coffee shop down the street, movie money for two, or a small box of favorite chocolates. Hand these out as part of your “on-the-spot recognition program” with a personal note from you each time a member of your team does something that deserves recognition ? whether its keeping her cool with a difficult patient, consistently giving a warm welcome to patients even when he is having a bad day, stepping in and doing what needs to be done even if it’s not “her job,” and the list goes on. The note need not be lengthy, a simple “Thank you very much for your daily commitment to excellence and especially for calmly helping Mrs. Jones to resolve her payment concerns” or whatever action the employee performed that deserves acknowledgement.
Regularly change it up, so that the methods of recognition don’t become too predictable or seemingly routine. The experience should be meaningful to the employee and to you, the doctor.
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Sally McKenzie, CEO
McKenzie Management
Success Proven Dental
Management Solutions
sallymck@mckenziemgmt.com
Essence : 직원노고 감사하기:Bah Humbug!
연말이 다가왔다. 직원들에게 한 해의 감사표시를 해야할텐데… 고민이 많은 시즌이다. 힘든 일과 헌신에 대한 감사와 성의표시는 좋은 직원을 붙잡기 위한 필수요소. 그러나 이런 노력이 연례행사 정도로 치부되어서는 안된다. 조직문화의 일부가 되어야 한다.
이런 고마움을 표현하는 목적은 조직 충성도, 헌신, 그리고 팀웍을 끌어올리기 위함이다. 특히 탁월한 업무능력, 문제 해결력, 업무를 뛰어넘어 목표를 달성하는 능력 등등 의사는 직원들 개개인의 성과를 잘 파악하고 있어야 한다.
이점이 왜 중요할까? 일을 잘하는 것을 파악하고 인정하는 것이 가치있는 직원을 붙잡는 데 가장 효과적이라고 한다. 나를 알아주는 원장의 평가는 실력있는 직원의 마음을 잡는다. 그리고 그 마음의 표시를 하라. 2011년 조사한 자료에 의하면 81%의 직원들이 어떤 보상을 받았을 때 감사하고, 더 열심히 일하게 되며, 조직에 대한 충성도가 올라간다는 발표가 있었다.
반드시 돈만이 해결법은 아니다. 기회를 부여하는 것 역시 좋은 방법이 될 수 있으며, 마음을 담은 간단한 감사메모와 함께 $5의 작은 커피쿠폰, 영화관람용 비용 등. 힘든 환자나 어려운 일을 잘 처리했을 때 ‘즉각적인’ 표시를 하라. 경기가 어려울수록 작은 조직은 더 많은 관심과 표현이 필요하다.
단순한 일회성 행사가 아닌 지속적인 그리고 너무 진부하지도 않은 세심한 관심과 배려가 필요하다. 팀웍을 강화하고 긍정적인 행동을 만들어가는 조직문화를 만들기 위해 지속적인 감사와 관심을 표현하라.
*bah humbug은 찰스디킨슨의 소설, ‘크리스마스 캐롤’의 주인공 스쿠루지가 크리스마스를 싫어하며 자주 쓰던 표현. 일종의 ‘망할 크리스마스’ 정도의 의미.
