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.  

They can be found by CLICKING HERE

Want to see a complete list of Skills of the Week, just CLICK HERE





January 22, 2019

Episode #95 "Listen With Your Eyes" 

When you listen with your eyes and can verbalize what the other person is feeling better than they can, you will open up a line of communication that can lead to a higher level of communication, understanding and agreement.

Exercise: Take a moment with another person and have that person think of a deeply emotional experience without saying anything about it. Study their body language and their facial expression and then verbalize what you think that person is feeling. You’ll be amazed at how accurate you are.

Action: Listen with your eyes. Start paying attention to the unspoken, non-verbal messages that are being communicated in your office every day. Feedback to the patient what you are seeing and what they are feeling. When you express what the other person is feeling better than he or she can, then you’ll really be communicating.

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.

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Comment by Pacific Dental Care & Fastbraces on September 12, 2013 at 12:57pm

7 to 1 seven days a week works for us.  Thanks for the advice.

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! stuart@crowncouncil.com

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

Steve,

   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!!!!

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