Ep. 202 - The People Part: Culture, Mentorship, and Making Great Hires

This SOMSA podcast episode, part of our New Admin Series, features a candid conversation between host Lucy and HR consultant Adrienne Twigg of Bent Ericksen & Associates, focused on managing difficult employee conversations and termination procedures within oral surgery practices. They dive into how OMS practice administrators can approach performance issues, interpersonal conflict, and behavior problems with confidence, empathy, and clarity. Adrienne emphasizes the value of preparation, documentation, and emotional regulation before any HR conversation.

 

Lucy shares a specific, real-life situation involving clinic cleanliness and front desk accountability, providing listeners with an actionable example of how to address workplace issues using daily checklists, verbal warnings, and written follow-ups. Adrienne outlines the necessary steps before terminating an employee—from understanding your state’s laws and ensuring fair processes to protecting patient safety and team morale.

 

Key takeaways include how to structure feedback, encourage team collaboration, maintain professionalism during termination, and whether and when to conduct exit interviews. It’s essential listening for any OMS administrator aiming to create a culture of trust, accountability, and clear communication.

 

Topic Outline

1. Purpose of Difficult Conversations
   • Building trust and improving communication
   • Aligning conversations with broader cultural goals
2. Preparation Steps
   • Identifying the core issue (performance vs. behavior)
   • Gathering documentation and facts
   • Setting time, place, and emotional readiness
3. Real-Life Scenario: Bathroom Cleanliness Issue
   • Lucy’s 48-hour rule for addressing issues
   • Use of checklists, photo documentation, and assistant manager delegation
   • Verbal warning and follow-up strategy
4. Common Pitfalls
   • Avoiding the issue
   • Letting emotions dictate timing or tone
   • Overlooking accountability
5. Team Guidelines for Emotional Regulation
   • Discussing 24–48 hour cool-off expectations
   • Encouraging managers to tailor approaches to their emotional makeup
6. Collaborative Solutions
   • Team brainstorming to prevent repeat issues
   • Empowering staff to ask for help
7. Transition to Termination
   • Ensuring all support options are exhausted
   • Legal considerations and documentation
8. Termination Process Guidelines
   • Who should be in the meeting
   • Having materials (final check, COBRA forms, key returns) ready
   • Keeping the tone respectful and the meeting brief
9. Voluntary Resignation as an Option
   • Offering space for employees to choose resignation
   • How to document and follow up
10. Post-Termination Communication
    • Sending a professional team email
    • Preventing gossip and maintaining morale
11. Exit Interviews
    • When and how they are useful
    • How to structure and apply feedback