Helping patients say "yes" to treatment involves skills that can be learned. The best dental teams work on these skills regularly to refine, improve, and grow their abilities to deliver Total Patient Service. Learn, practice and review these critical skills regularly with the "Skill of the Week" featuring the many different skills you can use to take your practice to the TOP!
Give your team a JUMPSTART by viewing the 12 "DO" Skills and "BE" Skills...important to review all the time but especially for someone new to your team. Then can be found by CLICKING HERE
Want to see a complete list of Skills of the Week, just CLICK HERE
July 17, 2017
SKILL OF THE WEEK: (episode #14) LIMITING LANGUAGE
Every industry and profession has its own language and vocabulary. That language works when you are talking with a fellow professional within the same profession, but can leave everyone else in the dark.
Limiting language - words and phrases that limit your patient communication success. One area of limiting language is technical terms; typically they are terms that dentists spent a lot of money to learn in dental school that mean absolutely nothing to patients!
Exercise: Make a list of the dental terms, clinical terms or what we call technical terms that you are in the habit of using most often. For each one of those technical terms, write down a term or description that your patients are most likely to understand.
Action: Watch your language! Listen to each other as you talk to patients every day…especially the dentists. Eliminate the limiting language…especially the technical terms that may mean something to you, but may leave the patient asking “what do you mean?”
July 11, 2017
SKILL OF THE WEEK: (episode #13) PERMISSION TO PROCEED
Anytime you present information to a patient, you need their cooperation to move ahead. Get their permission to proceed by always ending with a question.
Getting agreement from the patient at each point in the process gives you permission to proceed to the next. You get permission to proceed by simply asking a closed ended question or a “closer:”
Here are some "closer" examples:
Exercise: Get permission to proceed by adding a closed ended question or a closer to your comment -- turning your comment or statement into a question.
Action: Always get permission to proceed at every point in the patient experience by using a closer.