As an orthodontist, we understand the importance of providing exceptional customer service to our patients. While providing superior dental services is our primary objective, there is also an additional layer of work. It is the emotional labor that comes with the job. Emotional labor refers to the management of emotions and the investment of feelings in the service industry. It may include managing patient anxieties, guiding them throughout their orthodontic treatment journey, and maintaining a calm and positive attitude throughout the day. Part of being a professional is bringing a positive attitude. It includes giving our best effort into our practices even if we “don’t feel like it.” We regulate our emotions to provide excellent customer service and make a positive impact on our patients. In an age of desired “authenticity,” it is essential to consider and instill in teams the importance and role of emotional labor in professional work.
Acknowledge emotional demands
The first step in managing emotional labor is acknowledging the dynamic demands of the job. This includes recognizing how it can impact both the patient and the team. Creating a safe and positive work environment and accepting the emotional requirements of the profession may prevent negative consequences such as stress and burnout. This acknowledgment helps us establish appropriate boundaries within the practice, boundaries for the patient and team.
Improve patient satisfaction
Patient satisfaction goes beyond the quality of care they receive from us. Patients often remember the way we make them feel throughout their treatment journey. Establishing techniques to improve patient satisfaction can help regulate the profession’s emotional demands. For instance, acknowledging their emotions of anxiety and handling them with care may calm patients down and provide better orthodontic results.
Positive team culture
A positive team culture is essential to managing emotional labor. Critical factors are respect, support, psychological safety, and appreciation among team members. Additionally, this holds true for the leadership to create a cohesive and positive work environment for everyone involved. This vibe lowers the stress of each team member and motivates increased productivity.
Empathy
Empathy is the ability to understand and share the feelings of others, the patient, your team, and ourselves. It allows us to recognize and appreciate the emotional investment of each individual. By observing, listening, and understanding them and their needs, we become aware of each person’s emotional limits. Basically, this allows us to provide support or timely help, decreasing emotional exhaustion during work hours.
Team training & support
Managing emotional labor requires support. It may include group coaching, workshops, or training programs that equip them with the skills to handle patients effectively, build strong relationships, and provide excellent care. We often focus on training technical skills, but communication, leadership, and EQ training can be just as important as how to adjust and appliance and do intraoral scanning. Teams need members who bring their best selves to work. Often, providing these resources can positively impact patients and team morale. Ultimately, it results in an effective and successful practice.
Conclusion
Recognizing and managing emotional labor in the orthodontic office enhances professional work outcomes and improves patient satisfaction and team dynamics. With strategies like the ones we shared, we can support our team, regulate emotional labor, enhance productivity, and provide exceptional care; all rolled into one comprehensive work environment. By understanding the importance of emotional labor management in our orthodontic office, we can provide outstanding patient care while building solid relationships between our team members and patients.
