Sample case study: The blame game


When a problem happens over and over, step back and determine where the issue lies. Here's how.

It's time to stop pointing fingers and start taking ownership. Get going by reading the scenario below. To see the receptionist's actions-and how she could've performed better-click the colored squares in the pyramid. To learn about the role of technicians and assistants, as well as practice managers, click "Next Slide" in the top right corner or click the thumbnails to the left.

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