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Transcript of Copyright 2003, Elsevier Science (USA). All rights reserved. Communication in the Dental Office...
Copyright 2003, Elsevier Science (USA). All rights reserved.
Communication in the Dental Office
Communication in the Dental Office
Chapter 61Chapter 61
Copyright 2003, Elsevier Science (USA).
All rights reserved. No part of this product may be reproduced or transmitted in any form or by any means, electronic or mechanical, including input into or storage in any information system, without permission in writing from the publisher.
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Produced in the United States of America
ISBN 0-7216-9770-4
Copyright 2003, Elsevier Science (USA). All rights reserved.
IntroductionIntroductionGood communication in all forms is the backbone of a well-run organization. Learning about interpersonal communication allows us to communicate what we mean and to interpret what others say and do correctly.
Good communication in all forms is the backbone of a well-run organization. Learning about interpersonal communication allows us to communicate what we mean and to interpret what others say and do correctly.
Copyright 2003, Elsevier Science (USA). All rights reserved.
Verbal communication is made up of the words, either written or spoken. Select words that will not frighten, intimidate, or upset a patient.
Verbal communication is made up of the words, either written or spoken. Select words that will not frighten, intimidate, or upset a patient.
Communication Pathways Communication Pathways
Copyright 2003, Elsevier Science (USA). All rights reserved.
Table 61-1 Effective Words for Patient Interaction Table 61-1 Effective Words for Patient Interaction
Copyright 2003, Elsevier Science (USA). All rights reserved.
Nonverbal communication• Body language• The messages we send• The way we carry ourselves and move
about• Gestures• Tone of voice• Facial expressions
Nonverbal communication• Body language• The messages we send• The way we carry ourselves and move
about• Gestures• Tone of voice• Facial expressions
Communication Pathways cont’d Communication Pathways cont’d
Copyright 2003, Elsevier Science (USA). All rights reserved.
Table 61-2 Nonverbal Communication Table 61-2 Nonverbal Communication
Copyright 2003, Elsevier Science (USA). All rights reserved.
Do not let the mind wander.• Put aside personal concerns while the
patient is talking. Do not concentrate on formulating a
reply.• Concentrate on what the patient is
actually saying. Look as well as listen.
• Pick up both the verbal and nonverbal information the patient is transmitting.
Do not let the mind wander.• Put aside personal concerns while the
patient is talking. Do not concentrate on formulating a
reply.• Concentrate on what the patient is
actually saying. Look as well as listen.
• Pick up both the verbal and nonverbal information the patient is transmitting.
Listening Skills Listening Skills
Copyright 2003, Elsevier Science (USA). All rights reserved.
Differences in race, gender, cultural heritage, age, physical abilities, and spiritual beliefs are variations that must be appreciated and understood when working with patients and other staff members.
Differences in race, gender, cultural heritage, age, physical abilities, and spiritual beliefs are variations that must be appreciated and understood when working with patients and other staff members.
Cultural Diversity Cultural Diversity
Copyright 2003, Elsevier Science (USA). All rights reserved.
Psychological• Previous dental experiences • Attitudes and beliefs about the
importance of their teeth
Psychological• Previous dental experiences • Attitudes and beliefs about the
importance of their teeth
Patient’s NeedsPatient’s Needs
Copyright 2003, Elsevier Science (USA). All rights reserved.
Anxiety and fear of pain• Subjective fears, also known as
acquired fears and based on feelings, attitudes, and concerns that have developed at the suggestions of peers, siblings, or other adults.
• Objective fears, also known as learned fears, are related to the patient's experiences and recall of those experiences.
Anxiety and fear of pain• Subjective fears, also known as
acquired fears and based on feelings, attitudes, and concerns that have developed at the suggestions of peers, siblings, or other adults.
• Objective fears, also known as learned fears, are related to the patient's experiences and recall of those experiences.
Patient’s Needs cont’dPatient’s Needs cont’d
Copyright 2003, Elsevier Science (USA). All rights reserved.
Positive atmosphere Sincerity Show respect Respect the patient's time Resolve complaints/misunderstandings Remain approachable Respect patient confidentiality
Positive atmosphere Sincerity Show respect Respect the patient's time Resolve complaints/misunderstandings Remain approachable Respect patient confidentiality
Meeting Patient’s Needs Meeting Patient’s Needs
Copyright 2003, Elsevier Science (USA). All rights reserved.
The most important tool in public relations.• Smile. • Never chew gum, eat, or drink. • Speak directly into the phone. • Speak clearly and slowly.• Identify the practice and yourself.• Ask who is calling. • Ask how you may help the caller.
The most important tool in public relations.• Smile. • Never chew gum, eat, or drink. • Speak directly into the phone. • Speak clearly and slowly.• Identify the practice and yourself.• Ask who is calling. • Ask how you may help the caller.
Telephone Skills Telephone Skills
Copyright 2003, Elsevier Science (USA). All rights reserved.
Answering machine Voice mail Headsets Pager Facsimile (FAX) machine
Answering machine Voice mail Headsets Pager Facsimile (FAX) machine
Telephone Equipment Telephone Equipment
Copyright 2003, Elsevier Science (USA). All rights reserved.
Business letters must be concise, accurate, neat, and proofread for spelling and grammatical errors.
Business letters must be concise, accurate, neat, and proofread for spelling and grammatical errors.
Written Communications Written Communications
Copyright 2003, Elsevier Science (USA). All rights reserved.
Parts of a Letter• Heading: Consists of the letterhead.• Opening: Consists of whom the letter is
being written to, inside address, date, and salutation.
• Body: The subject of the correspondence.
• Closing: A few words saying goodbye to the reader.
Parts of a Letter• Heading: Consists of the letterhead.• Opening: Consists of whom the letter is
being written to, inside address, date, and salutation.
• Body: The subject of the correspondence.
• Closing: A few words saying goodbye to the reader.
Business Letters cont’dBusiness Letters cont’d
Copyright 2003, Elsevier Science (USA). All rights reserved.
Fig. 61-8 Parts of a letter.Fig. 61-8 Parts of a letter.
Copyright 2003, Elsevier Science (USA). All rights reserved.
Welcome to the practice Congratulations Acknowledgment of a referral Completion of an extensive case Continuing care (recall) Missed appointment Proposed treatment Collections
Welcome to the practice Congratulations Acknowledgment of a referral Completion of an extensive case Continuing care (recall) Missed appointment Proposed treatment Collections
Letters to Patients Letters to Patients
Copyright 2003, Elsevier Science (USA). All rights reserved.
Activities involved in attracting and retaining satisfied patients in the practice.• Goals• Planning• Budget
Activities involved in attracting and retaining satisfied patients in the practice.• Goals• Planning• Budget
Marketing Your Dental Practice Marketing Your Dental Practice
Copyright 2003, Elsevier Science (USA). All rights reserved.
External marketing activities
• Health fairs• Presentations to schoolchildren• Presentations to senior citizen groups
Internal marketing strategies • Newsletter • Promotional materials • Special occasion cards
External marketing activities
• Health fairs• Presentations to schoolchildren• Presentations to senior citizen groups
Internal marketing strategies • Newsletter • Promotional materials • Special occasion cards
Types of Practice Marketing Types of Practice Marketing
Copyright 2003, Elsevier Science (USA). All rights reserved.
The key to a successful work environment is TEAMWORK.
The key to a successful work environment is TEAMWORK.
Communicating With Colleagues Communicating With Colleagues
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Be flexible and receptive. Be a go-getter. Show appreciation. Think before speaking. Do not let your emotions get involved. The first impression is not always the
right one. Share the ups and downs of the day. Your way is not always the right way.
Be flexible and receptive. Be a go-getter. Show appreciation. Think before speaking. Do not let your emotions get involved. The first impression is not always the
right one. Share the ups and downs of the day. Your way is not always the right way.
Being a Team Member Being a Team Member
Copyright 2003, Elsevier Science (USA). All rights reserved.
Causes • Lack of sufficient staff • Appointment overbooking • Multiple tasks required
simultaneously • Lack of good communication • Perceived lack of job advancement
Causes • Lack of sufficient staff • Appointment overbooking • Multiple tasks required
simultaneously • Lack of good communication • Perceived lack of job advancement
Stress in the Dental Office Stress in the Dental Office
Copyright 2003, Elsevier Science (USA). All rights reserved.
Exercise regularly Take time off Leave the office behind you Eat properly Set realistic expectations
Exercise regularly Take time off Leave the office behind you Eat properly Set realistic expectations
Methods of Stress Reduction Methods of Stress Reduction