No matter how skilled or dedicated your pharmacy team is, challenges are inevitable. From miscommunication during a busy shift to unresolved conflicts affecting morale, even the best teams face hurdles. The key to success lies not in avoiding challenges but in addressing them effectively.
In this third installment of our series on pharmacy team dynamics, we’ll explore:
✅ The five dysfunctions of a team and how they manifest in a pharmacy setting
✅ Practical strategies to overcome these challenges
✅ The role of pharmacy leadership in fostering a high-performing team
The Five Dysfunctions of a Team
The concept of the five dysfunctions comes from Patrick Lencioni’s leadership model. In a high-pressure environment like an independent pharmacy, these dysfunctions can impact patient care, efficiency, and team morale.
Let’s break down these dysfunctions, their impact, and how to overcome them:
1. Absence of Trust
What It Looks Like:
❌ Team members hesitate to ask for help or admit mistakes.
❌ A lack of vulnerability leads to guarded behavior and silos.
Pharmacy Example:
A dispenser avoids asking for clarification on a complex prescription, fearing judgment. This hesitation could lead to medication errors that affect patient safety.
👉 How to Overcome It:
✔ Build Psychological Safety: Encourage open discussions where mistakes are seen as learning opportunities.
✔ Lead by Example: Show vulnerability—admit mistakes and ask for feedback.
✔ Foster Team Bonding: Organize activities that build trust and collaboration.
2. Fear of Conflict
What It Looks Like:
❌ Team members avoid tough conversations, leading to unresolved issues.
❌ Passive-aggressive behavior replaces honest dialogue.
Pharmacy Example:
A counter assistant notices stock mismanagement but avoids speaking up, leading to recurring supply shortages.
👉 How to Overcome It:
✔ Encourage Healthy Conflict: Frame disagreements as opportunities for improvement.
✔ Set Ground Rules: Establish norms for respectful discussions in meetings.
✔ Facilitate Dialogue: As a leader, mediate discussions to ensure concerns are addressed constructively.
3. Lack of Commitment
What It Looks Like:
❌ Team members are unclear about goals or feel disconnected from them.
❌ Decisions are half-heartedly implemented due to lack of buy-in.
Pharmacy Example:
A pharmacy introduces a new workflow to improve efficiency, but since staff weren’t involved in the decision-making, they resist the change.
👉 How to Overcome It:
✔ Clarify Goals: Clearly communicate the pharmacy’s vision and how each team member contributes.
✔ Involve the Team: Engage staff in decisions to increase buy-in and motivation.
✔ Follow Up: Regularly review progress and reinforce shared goals.
4. Avoidance of Accountability
What It Looks Like:
❌ Team members fail to hold each other accountable.
❌ Leaders avoid addressing underperformance to prevent discomfort.
Pharmacy Example:
If a team member consistently fails to complete tasks on time, but no one addresses it, the burden falls on others—creating frustration.
👉 How to Overcome It:
✔ Set Clear Expectations: Define individual and team responsibilities with measurable outcomes.
✔ Encourage Peer Accountability: Create a culture where team members feel empowered to hold each other accountable.
✔ Provide Constructive Feedback: Address issues directly and supportively, focusing on solutions rather than blame.
5. Inattention to Results
What It Looks Like:
❌ Team members prioritize personal goals over team objectives.
❌ Success metrics are unclear or ignored.
Pharmacy Example:
If staff focus solely on individual tasks without considering patient care outcomes or workflow efficiency, the pharmacy’s overall performance declines.
👉 How to Overcome It:
✔ Define Success Together: Align the team around shared goals, such as improving patient satisfaction or reducing wait times.
✔ Celebrate Wins: Acknowledge and reward team achievements to reinforce a results-driven mindset.
✔ Monitor Progress: Use metrics to track performance and identify areas for improvement.
Leadership’s Role in Addressing Dysfunction
As a pharmacy leader, your approach to these dysfunctions sets the tone for your team. Here’s how you can drive positive change:
✅ Model the Right Behavior – Demonstrate trust, accountability, and commitment.
✅ Facilitate Open Dialogue – Create a safe space for discussions.
✅ Invest in Training – Provide your team with tools to improve communication, conflict resolution, and teamwork.
Practical Steps for Immediate Impact
🔹 Conduct a Team Assessment – Identify dysfunctions affecting your pharmacy team.
🔹 Hold a Team Workshop – Address specific dysfunctions through activities and discussions.
🔹 Set Actionable Goals – Create a measurable plan to improve team dynamics.
🔹 Check-In Regularly – Review progress and adjust strategies as needed.
Looking Ahead
Addressing the five dysfunctions of a team isn’t just about fixing problems—it’s about building a resilient, high-performing team that thrives under pressure. By fostering trust, encouraging healthy conflict, and aligning around shared goals, you can transform your pharmacy team into a model of collaboration and efficiency.
🔜 Coming Up Next:
Our next post will focus on one of the most critical aspects of teamwork: building trust. Stay tuned for practical tips on strengthening trust within your pharmacy team and enhancing leadership effectiveness.
Conclusion
Every pharmacy team faces challenges, but by understanding and addressing the five dysfunctions, you can turn obstacles into opportunities for growth. As a pharmacy leader, take a proactive approach to improving team dynamics and watch your team—and your pharmacy—reach new heights.
💡 What steps will you take to tackle dysfunctions in your team? Share your thoughts in the comments below or discuss them with your team at your next meeting!