Chapter 61 Communication in the Dental Office Copyright

Chapter 61 Communication in the Dental Office 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. Power. Point® presentation slides may be displayed and may be reproduced in print form for instructional purposes only, provided a proper copyright notice appears on the last page of each print-out. Produced in the United States of America ISBN 0 -7216 -9770 -4 Copyright 2003, Elsevier Science (USA). All rights reserved.

Introduction 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.

Communication Pathways § Verbal communication is made up of the words, either written or spoken. Select words that will not frighten, intimidate, or upset a patient. Copyright 2003, Elsevier Science (USA). All rights reserved.

Table 61 -1 Effective Words for Patient Interaction Copyright 2003, Elsevier Science (USA). All rights reserved.

Communication Pathways- cont’d § Nonverbal communication • • • Body language The messages we send The way we carry ourselves and move about Gestures Tone of voice Facial expressions Copyright 2003, Elsevier Science (USA). All rights reserved.

Table 61 -2 Nonverbal Communication Copyright 2003, Elsevier Science (USA). All rights reserved.

Listening Skills § 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. Copyright 2003, Elsevier Science (USA). All rights reserved.

Cultural Diversity § Differences in race, gender, cultural heritage, physical abilities, and spiritual beliefs are variations that must be appreciated and understood when working with patients and other staff members. Copyright 2003, Elsevier Science (USA). All rights reserved.

Patient’s Needs § Psychological • Previous dental experiences • Attitudes and beliefs about the importance of their teeth Copyright 2003, Elsevier Science (USA). All rights reserved.

Patient’s Needs- cont’d § 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. Copyright 2003, Elsevier Science (USA). All rights reserved.

Meeting Patient’s Needs § § § § Positive atmosphere Sincerity Show respect Respect the patient's time Resolve complaints/misunderstandings Remain approachable Respect patient confidentiality Copyright 2003, Elsevier Science (USA). All rights reserved.

Telephone Skills § 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. Copyright 2003, Elsevier Science (USA). All rights reserved.

Telephone Equipment § § § Answering machine Voice mail Headsets Pager Facsimile (FAX) machine Copyright 2003, Elsevier Science (USA). All rights reserved.

Written Communications § Business letters must be concise, accurate, neat, and proofread for spelling and grammatical errors. Copyright 2003, Elsevier Science (USA). All rights reserved.

Business Letters- cont’d § 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. Copyright 2003, Elsevier Science (USA). All rights reserved.

Fig. 61 -8 Parts of a letter. Copyright 2003, Elsevier Science (USA). All rights reserved.

Letters to Patients § § § § Welcome to the practice Congratulations Acknowledgment of a referral Completion of an extensive case Continuing care (recall) Missed appointment Proposed treatment Collections Copyright 2003, Elsevier Science (USA). All rights reserved.

Marketing Your Dental Practice § Activities involved in attracting and retaining satisfied patients in the practice. • Goals • Planning • Budget Copyright 2003, Elsevier Science (USA). All rights reserved.

Types of Practice Marketing § External marketing activities • Health fairs • Presentations to schoolchildren • Presentations to senior citizen groups § Internal marketing strategies • Newsletter • Promotional materials • Special occasion cards Copyright 2003, Elsevier Science (USA). All rights reserved.

Communicating With Colleagues § The key to a successful work environment is TEAMWORK. Copyright 2003, Elsevier Science (USA). All rights reserved.

Being a Team Member § § § § 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. Copyright 2003, Elsevier Science (USA). All rights reserved.

Stress in the Dental Office § Causes • • • Lack of sufficient staff Appointment overbooking Multiple tasks required simultaneously Lack of good communication Perceived lack of job advancement Copyright 2003, Elsevier Science (USA). All rights reserved.

Methods of Stress Reduction § Exercise regularly § Take time off § Leave the office behind you § Eat properly § Set realistic expectations Copyright 2003, Elsevier Science (USA). All rights reserved.