Optometric Management Tip # 195 - Wednesday, October 12, 2005
Staff Issues: Personal Conversations in the Office
Personal conversations around the water cooler are a pleasant part of the workday for
most people, even if the office doesnít actually have a water cooler. Coworkers enjoy
getting to know each other on a personal level, and caring about one another as friends
can make the workplace pleasant and build morale. But when does a little idle chit-chat
become excessive? How do owners and managers know when enough is enough? With some
thoughtful policies, day-to-day observation and good judgment, a happy medium can be found.
All work and no play
In my opinion, a certain amount of personal conversation and friendship among staff members
is a good thing. A successful practice depends on employees with friendly, happy attitudes.
A pleasant and supportive office environment breeds those attitudes. Itís understandable for
bosses who sign the paychecks to feel they are being taken advantage of when employees gather
during work hours to talk about their weekend plans, but smart bosses see the big picture.
The big picture is made up of all the factors that cause people to like their jobs; also called
job satisfaction. High levels of job satisfaction among employees produce good morale, friendly
attitudes, high productivity, good punctuality, consistent attendance, and low turnover rates.
Wages and benefits are an obvious factor in creating job satisfaction, but studies how that
itís not the most important factor. There are many intangible things that make people happy
when they go to work.
Too much of anything
Even though we want to foster a happy and caring workplace, employees need training on when
to put a lid on the camaraderie and focus on work and professionalism. Managers must see a
balance in this area and continually monitor and train staff about it. Here are a few special
- Congregations. Imagine this scenario: A new patient to the office arrives for her
appointment and approaches the front desk. Three staff members are huddled together busily
chatting and laughing about something that is obviously very entertaining. As the patient
nears the desk, they all stop talking and turn and look at her. Sheepishly, the patient says
her name and one of the employees nods and advises her to have a seat in the waiting area.
The chit-chat resumes. A congregation of staff can easily happen during a lull in the office,
and it creates a very unpleasant impression. We train our staff to avoid group huddles and to
be very aware of conversations in public areas. Only business office personnel should be in
the business office and technicians who have nothing to do should be retreat to a designated
area in the office. Although we also assign secondary duties to all employees, so they have
something to do during those slow times.
- Within earshot. Iím often amazed at the extremely personal conversations staff
members have right outside an exam room door when a patient is inside! And some staffers donít
even try to speak in a low voice. Iíve been in those exam rooms and itís pretty easy to hear
others when all youíre doing is sitting and waiting. The patient begins to think everyone is
having a party, but no one is taking care of me! If the conversation turns to something unkind,
a very negative perception is created. I routinely remind staff to be quiet and we have music
playing in all rooms and hallways to disguise unwanted noise.
- Talking about patients. The worst example of overheard chit-chat could be when the
topic is about a patient. Commenting about a patient who had an unusual feature or personality
is strictly off limits. If another patient overhears that, he is bound to wonder what staff
will say about him. Iíve also had technicians try to tell me something about the patient Iím
preparing to go in to see next, in an effort to be helpful, without realizing that the patient
could overhear. Unless the tech is saying that you are the nicest and smartest person in the
world, hearing someone talk about you is not pleasant. I lead my assistant away from the door
or common wall and speak quietly.
- Gossip. People who gossip and spread rumors about others may not mean any harm, but
it can be hurtful. Gossip is generally negative and involves conversation about another person
who is not present. This type of conversation is never good, but if that other person is a
co-worker, a cycle of revenge and infighting can result. This is one of the most difficult
areas to manage because if a boss intervenes at every minor slip of the tongue, matters can be
made worse. If an employee is creating serious problems, however, itís important to have a
private and frank conversation about the matter. Repeat offenders who canít stop the behavior
may have to be dismissed.
- Productivity. Businesses exist to make a profit and the most successful ones get a
lot of things done in a short amount of time. Employees should generally be busy and should
work hard. Most good employees like it that way because the day goes by faster and they take
pride in the accomplishment. Talking on the job should never get in the way of business, but
it can occur naturally at the right times and concurrently with some aspects of work.
Best wishes for continued success,
Neil B. Gailmard, OD, MBA, FAAO
Chief Optometric Editor, Optometric Management