Recently, we closed our doors while contractors started pounding through a solid brick structural wall to add 500 square feet to our waiting room and optical. For days, my shoes were covered in fine orange dust that reminded me of when I had hiked to the bottom of the Grand Canyon. The orange dust was everywhere.

Meanwhile, we have been unable to see patients, due to the demolition and subsequent restructuring of the ceiling and walls. Amidst this chaos, a skeleton staff has answered the phone and dispensed and fixed glasses, while others have moved contact lens diagnostic sets, cleaned out our optical lab, packed hard drives, and stuffed things into exam rooms, while trying to control the dust. Other staff members have worked in our other location. Some rotated days off.

The constant state of chaos, due to the construction project, reminded me of how important communication is to leadership. Here, I share a few lessons learned.

SHARE THE PLAN

To inform staff who wondered what the plan was for these coming days, we created a group instant message chat that includes staff from the other office. We established a group text message as well. By including everyone, all have heard the same plan and the exact instructions.

(There are signs when we haven’t communicated enough: People get stressed. They jump ahead, thinking of things that are not worth worrying about yet.)

In the book, “The 17 Indisputable Laws of Teamwork,” author John Maxwell reminds us that communication happens from the leader to the team, the team to the leader, between the team, and from the team to the public. In all ways, be clear, concise, consistent, and courteous, he advises.

REPEAT AGAIN AND AGAIN

And, when you think you’ve communicated enough, do it more. An old adage claims that people need to hear things seven times to remember them. I haven’t gone so far as to research it, but in having raised two boys, it must be at least seven times. So, applying the “Raising Boys Principle,” most things need to be repeated.

Recently on a Sunday night, a staff member texted our group, “Is this still the plan for this week?” referring to our Friday text message. So, we reviewed the plan again, but kept reminding everyone that plans could change and to be open to the change.

PROVING THE POINT

To prevent people from walking into a construction site, we typed some nice signs for the front door that directed people to the back door. Then we made some more prominent signs. It wasn’t until we finally resorted to three neon-colored tag board signs that had the large print, “Do Not Enter. Go the Back Way!” that we changed patient behavior.

And then we still had a few stragglers. One swore at me, as I directed traffic while talking to the contractors. (Why didn’t we lock those doors? The contractor’s dumpster was parked right outside the front door.) But it proves my point about communication. Clear. Concise. Frequent. Repeated. And try to be courteous. OM

DR. CARLSON was the first woman to serve as president of the American Optometric Association. Most recently, she was a 2019 recipient of Women of Optometry’s Theia Award for Leadership. In addition to her optometric leadership, Dr. Carlson is a 2020 graduate from the University of Jamestown, with a Master of Arts in Leadership, as well as a John Maxwell-certified speaker and trainer.