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 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.
May 8, 2018
Episode #53 "Happy To Do It"
A common expression has crept into our daily vocabulary when responding to requests for help or expressions of gratitude. That expression is “No problem.” “Could you help me move this box?” “No problem.” “Thanks for your help.” “No problem.” “No problem, no problem, no problem.” What’s the word that stands out to you that resonates and continues to ring? “Problem.” What we might have intended to say, turns out to be the opposite. If you say it’s not a problem, I can promise you that what you have communicated is that it is…a problem.
How do you respond when someone asks you for a favor or thanks you? Instead of saying “no problem” which leaves you feeling like it is a problem, you could respond instead by saying “Happy to do it.” It’s hard to say the word “happy” without feeling happy. It’s hard to say “Happy to do it,” without a smile coming to your face.
Exercise: Decide what your response will be from now on to requests for help or thank you expressions.
Action: Form the habit of saying “Happy to do it” when someone asks you for your help or says “thank you.” Being happy to do it and saying so, will make you happier and the other person happier too!