It is important when dealing with difficult employees to act quickly, but it is always appropriate to think before you act. Here are some tips on handling a difficult employee:

• Always act on facts. Don’t base your actions on gossip or rumor.
• Develop a plan. Select a time and a quiet, private place where you won’t be interrupted. Decide whether you need to have others, like an HR representative, present in the meeting. Plan the confrontation and then make it happen.
• Deal with the behavior, not the person. Your goal is to develop a solution, not to “win”. Focus on the inappropriate behavior; don’t attack the person.
• Use “I” statements like “I need everybody on the team here on time so we can meet our goals” rather than “you” statements like “you are always late”.
• Don’t assume the inappropriate behavior is caused by negative intent. It may be from fear, confusion, lack of motivation or personal problems.
• Give the other person a chance to develop a solution to the problem. They are more likely to “own” the solution if they are at least partially responsible for developing it.
• Try to draw out the reasons behind the behavior. As you talk with the difficult employee, actively listen to what they say. Stay calm and stay positive, but remain impartial and non-judgmental. Ask leading questions that can’t be answered in one or two words. Don’t interrupt.

When you do respond to the difficult employee, remain calm. Summarize back to them what they just said, “so what I understand you are saying is”, so they know you are actually listening to them.

If you can find out from the difficult employee what the real source of the inappropriate behavior is, you have a much better chance of finding a solution. Discuss the solution, decide on an action plan and set a time for review. Monitor progress and hold further meetings as necessary until the problem is fixed.

Bell Ophthalmic Technology offers a Preventive Maintenance Program for slit lamps. This keeps your instruments in the best working order. We will completely clean the mechanical assemblies, table, and biomicroscope. All electrical components, wiring, and bulbs are inspected. We make necessary adjustments and, with your approval, replace parts, so your instrument will operate to the manufacturer’s specifications. Our service technicians are factory trained and all parts are genuine factory replacements.

These measures extend the life of your equipment, protect your investment, and save real time and dollars in future repairs.

When the need for service arises, please contact our service manager, Tony Lemma at 800-255-5929 or ATL@bellophthalmic.com

The Reichert Tono-Pen Avia Tonometer is an easy-to-use, hand-held instrument that provides IOP readings that correlate strongly with Goldmann Tonometry.

Tono-Pen Avia is designed to help eliminate operator error and functions in any position, making it ideal for use with all of your patients, including those in beds or wheelchairs. Activated by the push of a button, the IOP measurement is displayed on two large, easy-to-read LCD screens. Avia uses the sanitized Ocu-Film Tip Covers to minimize the risk of patient cross-contamination.

Tono-Pen Avia tonometer features the same proven accuracy as the clinically trusted Tono-Pen XL, but with a more ergonomic design, four-times longer lasting battery and larger LCD screens.