Communication in the Dental Office Chapter 61 Copyright

Chapter 61 Lesson 61. 1 Copyright © 2009, 2006 by Saunders, an imprint of

Learning Objectives Pronounce, define, and spell the Key Terms. Discuss oral communication and identify

Learning Objectives (Cont’d) Describe good phone courtesy. Describe and compare the handling of different

Introduction Good communication in all forms is the backbone of a well-run organization! Learning

Communication Pathways Verbal communication is made up of words that are spoken. Ø Always

Communication Pathways (Cont’d) Nonverbal communication Body language Ø The messages we send Ø The

Listening Skills Don’t let the mind wander! Ø Don’t concentrate on formulating a reply!

Cultural Diversity Differences that must be appreciated/understood: Race Ø Gender Ø Cultural heritage Ø

Communicating With Colleagues The key to a successful work environment is TEAMWORK! Copyright ©

Being a Team Member Be flexible and receptive. Be a go-getter. Show appreciation. Think

Stress in the Dental Office Causes Lack of sufficient staff Ø Appointment overbooking Ø

Methods of Stress Reduction Regular exercise Time off Leaving the office behind you Eating

Patient’s Needs Psychological Previous dental experiences Ø Attitudes and beliefs about the importance of

Patient’s Needs (Cont’d) Anxiety and fear of pain Subjective fears, also known as acquired

Meeting the Patient’s Needs Foster a positive atmosphere. Demonstrate sincerity. Show respect. Respect the

Phone Skills The phone is the most important piece of equipment for public relations!

Phone Equipment Answering machine Voice mail Headsets Pager Facsimile (fax) machine Copyright © 2009,

Chapter 61 Lesson 61. 2 Copyright © 2009, 2006 by Saunders, an imprint of

Learning Objectives Discuss written communications, including how to write a business letter and the

Written Communication Business letter Must be: Ø Concise Ø Accurate Ø Neat Ø Proofread

Parts of a Business Letter Heading: the letterhead Opening: to whom the letter is

Fig. 61 -11 A business letter Copyright © 2009, 2006 by Saunders, an imprint

Types of Letters to Patients Welcome to the practice Congratulations Acknowledgment of a referral

Marketing Your Dental Practice Activities involved in attracting and retaining satisfied patients in the

Types of Practice Marketing External marketing activities Health fairs Ø Presentations to schoolchildren Ø

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Learning Objectives Pronounce, define, and spell the Key Terms. Discuss oral communication and identify the differences between verbal and nonverbal communication. Describe the type of relationship the patient and dental team should have. (Cont’d) Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Learning Objectives (Cont’d) Describe good phone courtesy. Describe and compare the handling of different types of phone calls. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Introduction Good communication in all forms is the backbone of a well-run organization! Learning about interpersonal communication allows you to communicate what you mean and to interpret what others say and do correctly. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Communication Pathways Verbal communication is made up of words that are spoken. Ø Always select words that will not frighten, intimidate, or upset a patient. Ø (Cont’d) Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Communication Pathways (Cont’d) Nonverbal communication Body language Ø The messages we send Ø The way we carry ourselves and move about Ø Gestures Ø Tone of voice Ø Facial expressions Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Listening Skills Don’t let the mind wander! Ø Don’t concentrate on formulating a reply! Ø Put aside personal concerns while the patient is talking. Concentrate on what the patient is actually saying. Look as well as listen! Ø Pick up both the verbal and nonverbal information the patient is transmitting. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Cultural Diversity Differences that must be appreciated/understood: Race Ø Gender Ø Cultural heritage Ø Age Ø Physical abilities Ø Spiritual beliefs Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. 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 © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Stress in the Dental Office Causes Lack of sufficient staff Ø Appointment overbooking Ø Multiple tasks required simultaneously Ø Lack of good communication Ø Perceived lack of job advancement Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Methods of Stress Reduction Regular exercise Time off Leaving the office behind you Eating properly Setting realistic expectations Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Patient’s Needs Psychological Previous dental experiences Ø Attitudes and beliefs about the importance of their teeth Ø (Cont’d) Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Patient’s Needs (Cont’d) Anxiety and fear of pain Subjective fears, also known as acquired fears, are based on feelings, attitudes, and concerns that have developed in response to the suggestions of peers, siblings, and other adults. Ø Objective fears, also known as learned fears, are related to the patient's experiences and recall of those experiences. Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Meeting the Patient’s Needs Foster a positive atmosphere. Demonstrate sincerity. Show respect. Respect the patient’s time. Resolve complaints and misunderstandings. Remain approachable. Respect patient confidentiality. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Phone Skills The phone is the most important piece of equipment for public relations! Smile. Ø Never chew gum, eat, or drink. Ø Speak directly into the phone. Ø Speak clearly and slowly. Ø Identify the practice and yourself. Ø Ask who is calling. Ø Ask how you may help the caller. Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Learning Objectives Discuss written communications, including how to write a business letter and the various types of letters to patients. Describe external and internal marketing. Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Written Communication Business letter Must be: Ø Concise Ø Accurate Ø Neat Ø Proofread for spelling and grammatical errors Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Parts of a Business Letter Heading: the letterhead Opening: to whom the letter is being written to, inside address, date, and salutation Body: subject of the correspondence Closing: a few words saying goodbye to the reader Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Types of 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 © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Marketing Your Dental Practice Activities involved in attracting and retaining satisfied patients in the practice: Goals Ø Planning Ø Budget Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Types of Practice Marketing External marketing activities Health fairs Ø Presentations to schoolchildren Ø Presentations to senior-citizen groups Ø Internal marketing strategies Newsletter Ø Promotional materials Ø Special-occasion cards Ø Copyright © 2009, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved.