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38 EW SHOW DAILY Sunday, April 21, 2013 Friday March 25, 2011 ASOA News Today Coaching in an ophthalmic context by Enette Ngoei EyeWorld Contributing Writer fective communication. Setting up expectations was another key pearl discussed during the program. Quoting an experienced practice management consultant, Mr. Piso said, "A conflict around expectations is at the root of every HR problem." He said that while it seemed a bold statement at the time he heard it, he has put it to the test and found it to be universally true. "What we need to do is empower our people by telling them up front what we expect of them," he said. Having a detailed guidelines and operations manual is a way to ensure that if employees meet the expectations set forth by the practice, there won't be problems. It is also important, he said, that in the interviewing and recruitment process, hiring managers ask questions about how open and confident the candidate is reading manuals and being willing and able to follow them. "Are they good at being good soldiers, so to speak, or are they going to resent and resist things that we've created? Mr. Pinto said that one of the barriers to effective coaching is the resistance to confrontation, which is common among ophthalmology practices. Being able to overcome this will enable employees to give more to the practice. He gave the example of a practice that met every two weeks and went around the table giving positive feedback to one another and then giving constructive criticism about each other's performance and interactions. While the first two years was difficult, the practice has seen a positive impact on the performance of employees in how they treat patients as well as each other, Mr. Pinto said. EW Editors' note: Mr. Pinto and Mr. Piso have no financial interests related to this article. San Francisco Fun Facts John Pinto leads a workshop on practice coaching. I n an ASOA optional workshop titled "Practice Coaching," John Pinto, San Diego, Calif., and Craig Piso, PhD, Larksville, Pa., discussed ways in which practice administrators and managing partners can coach their ophthalmic practice team to improve overall business performance. Mr. Pinto outlined his "Ten Commandments" for a great practice, which included pearls like hir- ing the best people a practice can afford and treating them right, providing staff with one hour of education for every 79 hours of work, and keeping the next day's appointment book 100% full. Mr. Pinto also described an effective bonus system to incentivize employees. The lively session included case examples and audience participation in various exercises in order to demonstrate the importance of ef- The Golden Gate Bridge is the world's second longest single span bridge. Free Yourself Unlock the profit in your practice by puting your dispensary in our hands. visassoc.com ç 800.346.7486 Visit Booth #2536 for a FREE Assessment!