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
May 22, 2018
Episode #55 "I Need Your Help"
Imagine you are walking down the street and a total stranger approaches you and says, “Excuse me ma’am. I am lost, could you help me?” Only the most cold hearted person would turn away. You see, there is something inside of us that finds it very difficult to resist the request for help. Why? Think about it. Do I like myself better when you are helping me, or when you ask me to help you? If you come up to me and say “Steve, let me help you. You really look like you need help. Let me do this for you. Let me do that for you.” At some point, I am going to say “It’s really OK. I can do it myself! REALLY!”
If on the other hand you say, “Steve, I need your help. Could you help me?” Now, I’m all over that because you have just paid me a slight compliment. You have said in a very few words, “I value what you are able to do and I need it.” It is flattering. It’s a compliment. It’s acknowledgement of the other person when you simply say, “I need your help.”
Exercise: Think of all the points of contact in the office where you need the patient’s help. Then make your appointments more interactive by asking patients for their help. Find creative ways to ask besides saying “I need your help.” How about “This is going to take some teamwork. You game?” Or “I can’t do this one by myself. You up for it?” Or, “We are going to do a little duet here, can I show you your part?” Be creative in the ways you ask for help. But ask for it!
Action: Every day, with every patient, ask for more help. People like you better when they are helping you than when you are helping them. Start asking for help more and they will start saying yes a lot more to you and your recommendations.
May 15, 2018
Episode #54 "The 3 V's of Communication"
Decades ago, Dr. Albert Mehrabian, a professor at UCLA pointed out that 93% of communication is non-verbal. Only 7% of the meaning that is derived from what we say comes from the words. 38% of the message comes from tone of voice, and 55% comes from body language like gestures, facial expression, and eye contact. Those three elements make up the 3 V’s of communication: Verbal – 7%, Vocal – 38%, and Visual – 55%.
Make sure your words – the verbal are right. Then make sure the vocal – your tone of voice, and the visual – your body language – all match. Good eye contact, a smile, intent listening, and giving the patient your total attention will do more to get your message across than the most well crafted verbal message. Words, the verbal, are important. The non-verbal, or the Vocal tone of voice and the Visual body language are even more important. It is the vocal and the visual that carry the bulk of the message.
Action: Pay close attention to your vocal – tone of voice, and your visual – your body language as you communicate. Make all 3 V’s communicate the same message. When you’re congruent, the patient will want to be congruent with you and act on your recommendations.