Manners and Respect, by Dr. Ogi Ressel
November 01 2009, 12:00 am
Warm hellos to everyone!
I missed not writing to you last week - I finished teaching Module I in Niagara Falls and
had no time to put a THOT together. But....I am back with a vengeance!
Let's chat about something that I am certain you'll all agree with: Manners and Respect!
I know it seems like a strange topic for a THOT, but hear me out:
I was grocery shopping the other day and as Leslee and I were checking out our groceries,
the cashier was very busy chatting up a storm with the bag boy. He didn't like his job and she
was complaining about her hours and they were both trying to outdo each other about who had
the crummier employment opportunity. We were totally ignored - as though were not even
present.....I am certain this has happened to you as well. I came within a hair's breadth of
incinerating them both with my stare. Both of these employees were rude and showed a
complete lack of manners and respect. And this is not the first time I've been caught in the
middle of this type of condescending scenario.
It seems to me that in this era of "casual" permissiveness, we are trading manners and
respect for being cavalier. It appears that these values are taking a back seat. That they
matter little. That they are not important. And that their lack is replaced by language and
behavior which is curt, impolite, and to the point - not unlike sending a text message.
The art of having wonderful social skills, manners and respect is slowly eroding - and is
usually glaringly noticed in those who have recently joined the work force.
This is not only evident in many of our staff, but also in a number doctors - many simply
do not know how to be polite and respectful.
If you think that this does not matter to your patients, think again: Almost everyone wants
to see an office that portrays what people expect - good manners, respect, and polite behavior.
Ok.....I know that these are "old fashioned" values, but think about it for a moment: Every
parent in North America wants to instill these values in their children - including you!
So....I want you to consider this: Does your office meet that expectation? Do your staff? Do you?
Are your patients thrilled to be in your company? Do they love your staff, or do they simply
"put up" with them and tolerate them?
I can tell you that bad manners or lack of manners is a total turn-off. It tells the public that you
are a boor - an uneducated slob. The fact that you are a doctor matters not. Your actions speak
louder than your words. And often what you say and how you act speaks louder than your flashy
office.
People form an impression of you by the manners you exhibit and by the respect you show
others - they make a decision whether you fit their image of their doctor, or not. Do you know
what image you project?
Listen......respect is earned, but as a doctor, people automatically bestow that value upon you
- and points are deducted ever time you screw up. And when your points are all gone, so is the
patient - and it can happen in one visit!
Let me give you a concrete example: When someone thanks you and says to you; "Thank you"
do you say; "You are very welcome. It was my pleasure" or do you simply say; "uhum"?
Which one do you feel would make a patient feel better about you? Which one would portray
much better manners and eloquence? And........which one would you prefer to hear yourself?
You see, it is all about making the patient feel you are amazing, but with that stature come
wonderful manners - they are expected. If not, your patients are disappointed.
So here is what I suggest: That everyone in your office brush-up on their manners and etiquette.
Start treating your staff and your patients with incredible manners and respect. (That applies to
your family as well)
Have a staff meeting about it, read a book on this topic, and please stop being common - it is
not what your patients want to see in their doctor and his/her staff.
Warmest wishes,
Dr. Ogi Ressel
Here is your Affirmation for your week:
I am respectful of everyone.
My manners are impeccable.
My patients totally resonate with me.
And I attract into my life more of the same!
