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 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!

Comment by Brion Scott Weinberg on December 11, 2012 at 10:37am

Love this stuff!!!

Thank you Steve!

Comment by CROWN COUNCIL on December 4, 2012 at 11:18am

Thanks Pinebrook Dental for your positive comments!  We are currently working on a "Skill of the Week" archive so you can go back and re-watch and master previous skills.  Thanks for your suggestion -- coming soon! 

Comment by Pacific Dental Care & Fastbraces on November 7, 2012 at 2:40pm

Great information.  Each week we use these skills to become better at our chosen profession.  Thank you.

Comment by Dr. Charlene S. Berkman on November 7, 2012 at 10:46am

This is an important lesson, that you can also apply when you get a new patient from a dentist who died,moved away or one from an office you recently purchased. Listen and take care of their needs now,build confidence,do NOT tear down the prior dental work/dentist, and gain their trust first. Learn where they are in their hierarchy of needs and start not sell,listen and serve them well at that level,first.

Comment by Lynn Best on November 6, 2012 at 2:16pm

I cannot wait to share this with everyone on Thursday morning, thank you ....Love it . !

Comment by Claudia Hull on October 3, 2012 at 11:48am

Hi everyone, can't wait to share this weeks SKILL!

Thank you for helping us reach - greatness!!

Comment by Phil McElfresh on September 25, 2012 at 9:13pm

These are really good reminders!

Comment by Lillian Hatzenbiler on August 29, 2012 at 11:44am

Love the NP Hx questions about their previous DDS. .

Comment by Natalie Goodman on August 29, 2012 at 9:01am

It is always nice to be reminded of how important all of the questions we ask our patients are.  It is was sets us above the rest.

Your passion for patient care is contagious!

Comment by Lisa Barrera on August 20, 2012 at 10:11am

Thanks Steve! We love these videos in our office and we appriciate your time creating them! We start an email thread on tips how to master the skill to share our ideas.  Thanks for all you do.

Comment by Vernon Gaffner on August 15, 2012 at 8:22am
"Attaboy!" Steve. Isn't it amazing, when you're actively observing a person so you can offer an appropriate complement, you see them in their best light. It'll make your day better too while enhancing theirs. Thanks for ToPS in advice! Vern
Comment by Kenneth W. Berger, DDS on August 11, 2012 at 7:03am

Great Tie Steve!!  Keep up the good work on these!

Comment by Bonnie Vitangeli on August 9, 2012 at 7:17am

Just viewed the skill of the week "Compliments" with our team. a great follow up to this for a team meeting is Dave Webers "Filters" Brought on a lot of great feedback  from our team and inspired us to look at some of our less favorite patients in a more positive light and pass on a compliment. Thanks for these opportunties to re-educate ourselves and our team.

Comment by Jane Thomas on July 27, 2012 at 4:32pm

I love these videos; they contain so much wisdom in so few minutes. Thanks for helping us improve!

Comment by Deb Ham on July 2, 2012 at 1:21pm

The Skill of the Week has been very useful to our team.  Thanks, Steve, for taking the time to help us with your brief but powerful words and illustrations!  What a great benefit of being a Crown Council office!

Comment by Brynn Buckmaster on July 2, 2012 at 12:05pm

what a difference that makes!! Thanks crown council, very good advice. I'll be playing raquetball for sure rather than tennis in the dental office :)

Comment by Pacific Dental Care & Fastbraces on June 20, 2012 at 7:10am
Works beautifully, and shows we are interested, not interesting.

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