By Provide Advisory Network member Dr. Amrita Patel, DDS 

Running a successful small business hinges on the seamless operation of the entire team. Time management and conflict resolution are crucial for maintaining an efficient, harmonious work environment and a resilient team. By prioritizing workflows and implementing procedures, business owners can minimize disruptions and enhance collaboration.

Ace your scheduling.
Effective scheduling is the backbone of effective time management for business owners. Digital scheduling systems can be customized to your industry, your team, and the decisions you’ve made on how you plan to run your day-to-day operations. To make it work to your full advantage, evolve your system beyond the default settings to accommodate various appointment or meeting types. For example, healthcare practice owners can personalize procedure times specific to each team member, since everyone on their team will likely complete procedures at a different pace. To enhance efficiency, they should allow for real-time updates, reduce appointment overlaps, and factor in adequate buffer times between appointments to account for any unexpected delays or same-day emergencies. 

Even if you are committed to working in a timely manner, have the tools and protocols in place to be nimble and respond in a constantly changing environment. Well-implemented guidelines and protocols can create the structure to keep your staff and customers on the same page when you're running behind or need to pivot. And remember, it does not need to be complicated. For example, some business owners invest in headsets that allow their front- and back-office team members to stay connected throughout the day.

Manage your tasks.
Developing and adhering to standard operating procedures (SOPs) for routine tasks can save time and reduce errors. The work may vary from industry to industry, but the concept is the same. For example, healthcare practice owners should manage patient flow to prevent downtime and overwork, so they can implement strategies, such as staggered appointment times and room turnover protocols. By standardizing these processes, your team can work more efficiently and maintain consistency in your customer experience. Whether it’s a checklist or another format, your processes should be written down and accessible.

Set clear expectations and delegate.
Establishing clear expectations and roles can prevent many issues from arising. Make sure that each team member understands their responsibilities and the expected standards of behavior. A well-defined employee handbook can outline procedures for addressing conflicts and setting professional standards. Work with your payroll processing company and a human resources specialist to set this up. (Human resources is an important function you may be missing.) For more on managing HR in your business, listen to episode 40 of Provide’s podcast, The Path to Owning It.

Delegation is necessary for managing time and maintaining a harmonious work environment. While ensuring that each team member knows their specific role and responsibilities, transparency of roles between teammates is also important. This clear division of labor ensures that each aspect of your business runs smoothly; if it’s everybody’s responsibility, it’s nobody’s responsibility.

Practice effective communication.
Effective communication is vital for preventing and resolving conflicts. Encourage an open-door policy where team members feel comfortable discussing issues as they arise. Regular team meetings can also help address minor issues before they escalate into conflicts. This proactive approach can help maintain a positive work environment. Additionally, structured and detailed onboarding can help set clear expectations and streamline the integration of new team members. A robust training system is key to helping new employees start on the right foot and setting expectations.

Ignoring conflicts can lead to bigger issues down the road. When a situation arises, address it promptly to prevent it from affecting team dynamics or customer service. Manage the timing of these conversations with your team to create a unified front. Often, the first time a team member realizes there is a difference in protocols is when a customer is present. You and your team should be aligned on who, what, when, and where, to address concerns – with the customer out of earshot – so you can discuss and come to a mutually agreeable solution.

When resolving conflicts, emphasize finding solutions rather than assigning blame. For instance, if a scheduling issue causes delays, work together to identify the root cause, whether it’s a miscommunication or a technical glitch, and develop a plan to prevent future occurrences. This solution-oriented mindset fosters teamwork and mitigates conflict.

Put it all together.
Effective time management and conflict resolution are not one-time efforts, but ongoing processes that can help you manage the daily challenges and uncertainties that may come with running a small business. Your processes and procedures can – and should – change over time. If processes aren't sticking, or there are still pain points, this may indicate that it's time to update and reevaluate. By using tools to manage tasks, implementing SOPs, and practicing effective communication, processes and procedures can help you manage your time, your team, and prevent conflict – significantly contributing to the overall success and satisfaction of your team and your customers.

About the author: Dr. Amrita Patel is a multi-practice owner and general dentist in private practice in Westchester County, New York, and an adjunct faculty member in the Dental Hygiene program at the University of South Dakota. She graduated from the NYU College of Dentistry in 2011 and completed a general practice residency immediately afterward. From 2018-2020, she chaired the New Dentist Committee of the New York State Dental Association and served as the new dentist member on the American Dental Association (ADA) Council on dental benefit programs in 2021. She was the recipient of the New York State Dental Association Bernard P. Tillis Award for Excellence in Dental Writing, the ADA 10 Under 10 Award in 2021, which recognizes 10 new dentists from around the country for excellence in their work and inspiring others, and a Denobi Award in 2022. She is the social media manager at the International College of Dentists - Global and serves on the NYU College of Dentistry Alumni Association’s board. Dr. Patel is the leadership columnist for the Academy of General Dentistry’s magazine, AGD Impact, writes a recurring column for Dental Economics, and is the new dentist columnist for The Journal of the Michigan Dental Association.

Dr. Patel is a national lecturer who focuses on student, resident, and new dentist engagement. Her areas of expertise include wellness, time management, and conflict resolution for dentists and dental team members, and demystifying dental benefit plans for early-career dentists.