Dentaltown May 2021 - 51
TRANSACTIONAL vs. RELATIONAL
Professional
Friendly
Self-interest
Interest of others
Getting
Giving
Conflict
Conflict resolution
Agreement
Acceptance
Judgment
Grace/caring
Relational versus transactional relationships
A transactional relationship is one in
which both or all parties are in it for themselves: They do things for others only when
they can expect to get something in return.
In contrast, being relational means
living in recognition and appreciation of an
interconnectedness with others. Attributes of
relational interactions include engagement,
appreciation, empathy, forgiveness, authenticity, honesty, generosity, humility and
kindness. Relational people are in it longer
term, value deeper friendships more than
surface acquaintanceships and genuinely
want the best for all involved.
Patients who show their appreciation
for treatments, thank the staff and refer
others are being relational. Those who
barely acknowledge anyone on the team and
complain about any co-pays or the patient
portion of their bills are being transactional;
you're being paid for what you did, so why
should they feel grateful? It was a mere
transaction.
When you rush through an explanation
to another team member or patient, you're
being transactional: Your time is more
important to you than ensuring the team
member or patient is fully benefiting by
truly understanding. Clearly, that's not good
for the team member or the patient-and
therefore, not the business.
When you hire a new team member,
you enter into a transaction: You agree to
pay them a certain amount for the specified
work. What happens from that point forward
reflects whether your culture is relational or
transactional. If that person habitually shows
up late, does a marginal job at best and is a
poor team player, but expects to get paid the
same no matter what, that's a transactional
relationship. If you allow that to continue,
you are reinforcing a transactional culture.
Even if someone is doing a good job, if
their primary motivation is " bucking for a
promotion " so they get paid more, that's
self-interest versus genuinely caring about
helping you grow the practice, develop the
team and better serve patients. They're not
team players; they only care about themselves.
You can't build a relational culture with
transactional people.
dentaltown.com \\ MAY 2021
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Dentaltown May 2021
Table of Contents for the Digital Edition of Dentaltown May 2021
Dentaltown May 2021 - Intro
Dentaltown May 2021 - Cover1
Dentaltown May 2021 - Cover2
Dentaltown May 2021 - 1
Dentaltown May 2021 - 2
Dentaltown May 2021 - 3
Dentaltown May 2021 - 4
Dentaltown May 2021 - 5
Dentaltown May 2021 - 6
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Dentaltown May 2021 - Cover3
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