Copyright 2003, Elsevier Science (USA). All rights reserved. Communication in the Dental Office Chapter 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. PowerPoint ® 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

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.  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

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

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

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. 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 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’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

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

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

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

Copyright 2003, Elsevier Science (USA). All rights reserved. Fig 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

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

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

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

Copyright 2003, Elsevier Science (USA). All rights reserved.  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

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

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