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.
They can be found by CLICKING HERE
Want to see a complete list of Skills of the Week, just CLICK HERE
January 15, 2019
Episode #94 "Tuning In"
If you were to turn on your car radio to listen to some country music, you’d have to make sure your radio was tuned to the right radio station. You would not reasonably expect to hear country music if you were tuned to the local rock music station. Different stations play different music.
Consider each patient that walks into your practice like a different radio station. Each plays a different kind of music. Your job is to be the listener and tune into each individual station.
Most patients’ station plays on one of three different frequencies. In other words, each receives information in preferred way: Visual, auditory or kinesthetic.
Visual: Visual patients process information better through their eyes. They like to see before and after photos, see the results of other patients, and look at their treatment plan. As long as you communicate with them through their eyes, they will be receptive.
Auditory: Auditory patients process information best through their ears. They understand better when they hear your explanation as well as hear themselves talk about it.
Kinesthetic: Kinesthetic patients process information best through experience, touch, and emotion. They like an interactive experience where they can hold things and examine them as well as process your recommendations based on how they feel about them.
Exercise: Discuss with your team or at least one other person what your own preferred communication frequency is. Do you tend toward the vision, auditory or kinesthetic? Knowing yourself will help you be aware of how to adapt to the other person’s preference.
Action: Watch their eyes. Do they access information by looking up for the visual, to the side for the auditory, or down for the kinesthetic or the feeling. Watch for the clues and then communicate with your patient the way they prefer. Stay tuned in to their personal communication frequency.
January 8, 2019
Episode #92 "The Law of 3's - Repetition"
The fact is that most patients don’t even hear you the first time you tell them something. It goes right over their head, especially if it is the first time they are hearing it. The second time they hear it, it might start to register. By the third repetition, they will start to pay attention to what you are saying! It is the Law of 3's. It takes at least three repetitions for things to register.
Exercise: Make the effort today with every patient to employ the Law of 3’s. Repeat and review with the patient as many times as possible especially when another team member joins the conversation. The more times that patient hears it, the more likely they are to embrace it!
Action: Make the Law of 3's part of how you function as a team. Review and repeat. Repeat and review. Then review again. After three times…or more, we get it.