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(e)Merge - Helping medical practices grow


(e)Merging Practice Growth Trends:

  April Update


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Difficult Employees; How to Stop Negativity from Spreading in the Workplace

Unfortunately, one of the more unpleasant tasks those in management positions are responsible for can be handling negative or difficult employees and ensuring their negative or destructive behaviors do not spread throughout the organization.  While many leaders may choose to ignore these habits or simply attempt to wish these troubles away, the best way to handle these employees is to face them head on when the problem begins to occur. 

Even highly assertive people can shy away from entering into difficult conversations; especially when they are aware of a defensive person they may be engaging with.   So, for those conversations we know we must have, what is the most effective way to enter into a difficult conversation with a disruptive employee?

    1. Come out and Say It!

Whatever you do, don't ignore the situation; especially if it isn't improving or you can tell it is affecting others attitudes or work ethic.  Even though we tend to avoid confrontation, it doesn't take care of the issue at hand and can even worsen the situation by allowing the activity or behavior to become habit.

     2. Say It In a Way They Can Hear You

Everyone has a different personality and handles situations in a particular manner.  Understand the personality type you are dealing with and recognize how they react to receiving tough information; the more you tailor the message to their personality type, the more open they will be to hearing what you have to say.

     3. Listen to What They Have to Say

Hear them out; give them an equal chance to respond rather than shutting them out after you have made your point.  Be sure to repeat back what you are hearing; being an active listener shows that you are open to what they are saying.

     4. Let It Go!

Now, after you have had the conversation; move on!  The response you receive to the conversation is NOT your responsibility.  Trying to control the outcome of a situation will leave you unsatisfied and stressed because you cannot do so! 

Remember it is always best to do something, ignoring a difficult or disruptive employee will only lead to greater problems and will tarnish the way your employees view you if immediate action is not taken.  Sometimes all it takes to correct a situation is confronting the perpetrator and bringing to light the behaviors causing issues within the office environment. 



March's Highlights:

While the month of March brought some uncooperative weather to the Kansas City area and postponed conferences we were scheduled to attend; we were able to make it out to some great events!  Earlier in the month of March, we were able to attend the MGMA Virginia annual conference and present on social media, as well as patient satisfaction.  Our social media topic brought about great participation and idea share, as many attendees were able to speak of successes based on the ideas we presented at last year's conference.  Also, we were able to participate in the brand new MGMA local chapter of Wichita, Kansas in their second meeting thus far.  Overall, we had a month filled with great conversation and informative idea sharing!


Put it into Practice!

As we mentioned above, active listening is one of the best ways to communicate with your difficult or disgruntled employees.  So, what does active listening look like and how can you be sure you are conveying interest in others opinions?

  • Express appreciation and interest in the topic.
  • Restate the key point to show you understand the speakers intentions
  • Ask questions in a positive, non-threatening manner.
  • Keep eye contact with the speaker and don't argue in response.

Engaged employees are crucial to your organization.  Treating all staff members with respect and genuinely showing interest in their opinions, issues and suggestions can make the difference in creating a loyal employee or someone who creates difficult situations around the office and with other staff members.


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How does your Practice Measure Up?

With our exhaustive 130 point mystery shopping review, you'll know the answer. Give us a call or email us today to discuss how our mystery shopping services can ensure practice growth in 2013!


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Where's (e)Merge?

April 15-16

Washington MGMA Conference Seattle, WA

  April 18-19

Connecticut MGMA Conference Hartford, CT

April 28-30

AAOE National Conference  San Diego, CA


What's (e)Merge?

(e)Merge is a medical practice growth consulting firm specializing in providing innovative, patient-centric marketing initiatives and medical mystery shopping services that enhance patient experiences to increase referrals.  Our programs are designed to strategically achieve sustained patient volume growth for medical practices and health organizations.


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