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Walking in their shoes
Another issue is often a difference in work ethic--or perceived work ethic. Mallonee says one step her practice has used to help overcome misconceptions is cross-training to give team members a real-life understanding of different positions. She also says it's important to provide opportunities to sit down and talk about different jobs at your practice and their responsibilities.
"One of our emergency supervisors who only used to work the late shifts has been working some day shifts recently," Mallonee says. "She told me the experience was so valuable to understand the differences in a position between the day and night shifts."
And they extend the cross-training idea to cover bosses, too, with their own version of TV's Undercover Boss. While they obviously can't operate in secret, it gives owners and managers a chance to suit up as different roles, such as receptionists.
"We spend time with team members to truly get that 'Oh my gosh, wow, I can't believe you do this' and 'That's so impressive' bird's-eye view of what people do. And it makes an absolutely huge difference to have that real-life understanding of what's going on," Mallonee says.