Dental Tribune United Kingdom Edition | 03/2023 UK NEWS 8 Evolvin g bu siness system s into 2023 and beyond An article series on five basic systems to improve practice management—Part 4: Leadership and Management By Chris Barrow, UK You as delegator member the circus act of a per- former spinning plates on top of sticks? We look on in amazement as the artist adds more and more plates—and great show is made of letting plates lose momentum, wob- ble and almost fall—but just in time, the artist reaches the stick and spins, and the plate regains momentum. As the artist does that, at the other end of the line, another plate begins to wobble. The audience loves the “risk” that a plate will fall. We love to watch others take risks like that—the plate spinner, the trapeze artist, the walker balancing on the high wire. How often does your life seem like the plate spinner’s act? We have a habit of making our lives too compli- cated: too many relationships, too many patients or clients, too many apps on our devices, too many ap- pointments in the calendar, too many decisions to make, too many emails to reply to. Too many times, we poke our noses into things we should not bother with (bright shiny objects—I am terribly guilty of this) or we micromanage people who do not need or appreciate it. We have too many plates to keep spinning. Plate spinners know their limits. Do you know yours? Think about the plates you have spin- ning—and ask yourself: • Do you have enough? • Do you have too many? • What can you do to simplify your life? • Opportunities—where do you see your greatest chances of suc- cess, both personally and profes- sionally? • Threats—what can stop you, drag you down, block you, dam- age you? The controversial subject of tolerations and how to remove them i e n t s C l u n d e r s t a n d that personal and p r o f e s s i o n a l evolution is about deciding what you want more and less of in life—and doing something about it. If you want more money, more time, greater fitness, more clients, more qualifications, and if you want less travel, less procrastination, less having to do everything, then take action! paperwork, less stress, less If only it were that easy. Ask yourself what you must remove from your life before you can move forward. We all tolerate things that do not work properly, situations that are not right and relationships that do not work, in our personal and profes- sional lives. Those tolerations slow us down, eat into our self-confidence and prevent us from moving for- Chris Barrow has more than 50 years of work experience and has been active as a consultant, trainer and coach to the UK dental profession for over 25 years. His main professional focus is through his Extreme Business company, providing coaching and mentorship to independent dentistry around the world via virtual consultancy, practice visits, a workshop programme and an online learning platform. His blog, Thinking Business, enjoys a strong following. During the COVID-19 pandemic, Barrow created the Regeneration Coaching Programme to help practices to survive lockdowns and to bounce back higher after their return to work. More information on his work can When I first conducted this exercise for myself, many years ago, I decided that what I wanted to do more of was public speaking, writing, coaching and content development and that I would focus all my efforts and fi- nances on creating an environment in which I could spend 80% of my time on my unique abilities and 20% of my time doing “everything else”. Take a sheet of paper. Draw a line down the middle. Head the left- hand column “My unique abilities”. Head the right-hand column “Every- thing else”. Start writing and deter- mine what your unique abilities are. You delegate everything that does not involve your unique abilities and invest 80% of your time in your unique abilities, leading the team the other 20%—because your team members are the managers of your business (and your life). To do so, you explain what you want in clear terms, describe the outcome you are look- ing for and agree on a deadline for completion. You then back off and do not micromanage, but neither do you back off too far—into abdica- tion. In delegating, you accept that the best team players will get it right 90% of the time and mess up 10%— that will be how they learn. Management Everything you ever needed to know about business is embodied in the fundamental originally identified by Michael Gerber and about which I have said much in my series of articles so far: systems 1. financial systems (discussed in Part 1); 2. lead generation systems (mar- keting, discussed in Part 2); 3. lead conversion systems (treat- ment plan presentation and con- version, discussed in Part 3); 4. customer relationship manage- ment systems (the patient experi- ence, also discussed in Part 3); 5. operational systems governance and compliance); and 6. people systems (creating, lead- ing and managing the team, dis- cussed in this article). (clinical t i H t r A r M / k c o t s r e t t u h S © In previous articles of this series, I have referenced the seminal work The E-Myth Revisited by Michael Gerber. I looked at financial systems in Part 1, practice marketing in Part 2 and the patient experience in Part 3. In Part 4, I would like to address the topics of leadership and manage- ment—terms which are often misun- derstood, transposed and confusing. In this article, I want to focus not so much on the performance of people but on their behaviour and highlight the behavioural habits that charac- terise great leaders and managers in dental practice. What is the difference be- tween leadership and man- agement? Leadership is about your relationship with people. Management is about the deployment of systems. You cannot lead systems. You cannot manage people. You can lead peo- ple. You can manage systems. As a practice owner, you must be a good leader of good managers. As a prac- tice manager, you must be a good leader of your team and in charge of systems. Leadership Let me give you my own definition of good leadership: • you are the custodian of the vi- sion; • you are the example of on-brand performance and behaviour; • you are brilliant at effective dele- gation. You as custodian You have a three-year vision, a 12- month plan, 90-day goals, monthly management objectives, a weekly focus and daily tasks. You share the vision, plan and goals with all your team on a regular basis—and they understand and accept that the vi- sion, plan and goals evolve all the time. You imbue every aspect of the business and every member of your team with the passion and excite- ment you feel. You as example If you are late, everyone can be. If you are untidy, everyone can be. If you are miserable, everyone is! You are on stage, in the spotlight, 24/7! You must be in first and out last, must possess an eye for detail and must be aware of everything and everyone. You must be able to read a 1,000-word newsletter after everyone else—and spot the typo they all missed. You must lead your team, your clients, your suppliers, your advisers, your strategic alliance partners, your family, your friends and (sometimes) yourself. There is no time off! In his fourth article on evolving practice business systems, dental consultant Chris Barrow explains that the secret to successful leadership is sustainability, maintaining a constant pace over time. First, read The E-Myth Revisited and learn the principles. Second, read The E-Myth Dentist and learn how the principles apply in practice (dec- laration of interest—I am co-author but receive no royalties). Performing and behaving like a leader or manager How do you find the time to be a great leader or manager? Do you re- Are you any good as a leader or manager? It can be useful to conduct a SWOT analysis on yourself before you start to consider how you can lead others and manage systems: • Strengths—what do you consider to be your strongest capabilities? When do you feel in the zone? • Weaknesses—how do you let yourself down? When do you feel outside of your comfort zone? ward. The job you hate, the com- mute that wears you out, the com- puter that does not process data fast enough, the team member who is not on-brand, the patient or client who drives you nuts. Make a list of all the tolerations in your life. Let me warn you—this is scary stuff—it will move you outside of your comfort zone—trust me and be brave. Learning effectively to delegate Delegation is an essential aspect of time management. We are all doing too much—some more than others. How do we delegate well? The first step you should have already com- pleted by listing your unique abilities in the left-hand column and every- thing else in the right-hand column. The second step is to identify who