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Skill Of The Week

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!



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Comment by Manon de Senneville on July 22, 2013 at 8:52pm

The law of 90 and 9...revealing simple facts and so meaningful in the practice.  Treating

each other the way we want to be treated!!!! It is a reflecting image of who we are and where we stand

in our daily relationships! Thanks!

Comment by CROWN COUNCIL on July 9, 2013 at 11:10am

Thanks for sharing your insight and experience Brent!  

Comment by Brent Hicken on July 5, 2013 at 10:01am

The concept of "follow up" also applies to prospective new patients who have contacted the office but were not able to set an appointment in that first contact.  With these, it will most often require following up with them more than once. 

With the practices we work with, we find that those that consistently follow a regular schedule of following up with potential new patients - even up to 8 times across a 3 month time span - have a higher lead-to-patient conversion rate than the practices that only try following up once and especially than those that don't follow up at all.

Comment by Pacific Dental Care & Fastbraces on May 22, 2013 at 10:23am

Our weekly Wednesday meetings use these skills to get progressively better.  We need to focus on each aspect of the Practice Purpose because without all working in sync, the practice will not prosper as it should.  Thank you for the constant reminders and prodding and motivation to become the best.

Comment by Jeanette M. Kern on May 17, 2013 at 6:04pm

Steve, I LOVE these. Short and sweet, you get the message across. We usually start our monthly Team meeting with one or two of these Skill of the Week videos--we laugh, discuss and plan how to implement. Just like any sports team---it's about Basics, and Practice, Practice, Practice.  JK

Comment by Dana Laux on May 9, 2013 at 9:47am

Steve, thank you for taking the time each week to send out a Skill of the Week.  Each one is as amazing as the previous one!


Comment by Pacific Dental Care & Fastbraces on April 16, 2013 at 3:12pm

The overhear psychology technique is the fundamental reason our links are successful.  We are fine tuning our questions and we strive to be great listeners, but simply linking from one team member to the next, in front of our patients, the information is absorbed and makes scheduling treatment that much more effective.

Comment by wendy finley on April 16, 2013 at 12:19pm

The Law of 3 works! I need to do this! Thanks for the reminder

Comment by Lisa K Echols, FAADOM on April 12, 2013 at 11:20am

My favorite tip that you have shared is to "Be Interested, Not Interesting!"  I needed to hear this and so did many of my teammates!  It has reminded us to "Ask" questions and then Listen!  Thanks for always being willing to share to help make Rock Star Teams!

Comment by Janice R Wittmershaus on April 9, 2013 at 1:19pm

I agree with Adam.  We have missed some, so I cannot give you a request for a specific "SKILL."  A listing of all topics would be greatly appreciated.  It would be even better if we could just access the archived links as needed. When I am here for the discussions, I print out the skills that we view for later review, but my collection is far from complete.  Mary B at LTD

Comment by Lynn Best on March 27, 2013 at 12:21pm

Excellent ! Very informative and I've already put this into action :)

Comment by CROWN COUNCIL on March 21, 2013 at 3:05pm

Adam - If you have a specific "SKILL" that you missed or you would like to review one, send me an email and I would be happy to provide you with a link to the video so you can refresh your teams commitment to learning and applying these skills. Thanks!

Comment by Kim L. Shaw DDS on February 27, 2013 at 10:52am

I am happy to hear this!

Comment by Malorie Bean on February 27, 2013 at 10:36am

I love this!

Comment by Stephen G. Blank on February 22, 2013 at 2:06pm


   Thank you for your always uplifting videos and messages. I was amazed how many times I caught myself thinking, "happy to do it" but saying far less effective things....OOoopps!

Steve Blank

Comment by wendy finley on February 20, 2013 at 11:30am

Love this Steve!  I am always so Happy to do it, everything, all things.  It is always my pleasure!  Love my job!

Comment by Troy Gombert on February 14, 2013 at 9:44am

Loved the 80/20 Video...

Comment by stephen mcananey dds on February 7, 2013 at 9:41am

Lake Texoma Dental Care.  These skill of the week clips are excellent!  They are a great refresher of all the things I learned in Boot Kamp years ago - great for all the team members to improve and learn new skills.  Keep em coming!

Comment by Manon de Senneville on February 3, 2013 at 2:46pm

Truthful and helpful!!!! Deciding to start the day with joy every day!!!!

Comment by Gina F. McCray, DDS on January 30, 2013 at 6:00am

Steve, when we renovated our landscaping in 2012,  I made sure to plant a beautiful Japanese Maple right by the employee entrance.  It is growing strong with all of the "deposits" it gets from all of my team on a daily basis!  Thanks for the great idea!

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