1. Communication Strength... Walter D. West, O.D., F.A.A.O and... All Y’all Effective Patient Communications

2. Effective Communications Consistent Consistent Straight forward Straight forward Easily understood Easily understood Reduce confusion Reduce confusion Mutual Understanding Mutual Understanding

3. Presenting Options To Patients Styles of presentation to patients Passive Recommends eyewear and/or CLs only when patient forces them to Selective Presents eyewear and/or CLs to only patients they think will accept their recommendation Active Presents to every patient who is an candidate Assertive Presents to every patient who is a candidate in terms of emotion

4. Creating Your Case Closing Review medical information first Review vision components of examination Review history or complaints Tie specific recommendations to patient needs or wants

5. Total Communication Body Language Tonal Quality Words (message) 55% 38% _ 7% 100% Albert Morabian, PhD Got it? Huh? ?

6. Making the difference in communication is in the “how” Time “Orienting Statements” “Active Listening” Laughter/ Humor The amount of information Wendy Levinson, MD

7. Communicating Respect Two ten second clips of surgeon/ patient conversation “Content Filtered” “Intonation, pitch and cadence” Dominant Vs Less-dominant Tonal Quality Nalini Ambady, PhD

8. How do you feel when someone really listens to you?

9. What would the impact on your practice be if your staff and patients left with these feelings?

10. What effect does poor listening have in your practice?

11. Behavior of the Attentive Listener Steady eye contact Sincere looks and facial expressions Nodding indicating they understand Verbal acknowledgements Questions to focus on the message

12. The Active Approach to Listening Listens carefully and respectfully then attempts to verify understanding of speaker’s message.

13. The Winning Communications Combo Assertive Speaking Active Listening

14. Facts/ Content + Emotion = Understanding

15. What are patients listening to?

16. 55% of your message is heard through the eyes of the listener

17. Body language; what is it? Appearance Eye Contact Facial Expressions Open Posture Eliminate Distraction Cell Phone Take notes

18. Appearance Your packaging Do your patients have to overcome your appearance? Must match your patient demographic Attention to detail Demonstrates respect Dress at least a well as your audience

19. Eye Contact Poor Eye Contact - Looking Away - Locked on glare/ staring - Eye Rolling - Closing eyes Good Eye Contact

20. “Proxemics” of Communication 12 feet and further away – Public Space 4 – 12 feet - Social Space 18” – 4 feet – Personal Space 0 – 18” – Intimate Space Edward Hall, PhD 1966

21. Posture Slouching - Disinterest - Inattentive Closed - Folded Arms - Rigid Posture Overflow Behavior - Fidgeting (paperclips, pens, paperweights) - Squirming (Jimmy Legs) - Preening (Pulling at your body) (Hair, rings, ties)

22. Distractions Physical barriers Electronic Health Records - Dispensing table - Front Desk/ Reception Counter Positioning - Facing Vs At the side - Gender based Preoccupation - Multitasking

23. Gender Based Positioning Male approach Female Approach

24. What About Those Gestures? My experience with gestures Gestures under stress Theatric gestures Telephone gestures Keeping your gestures in “The Box” Pace and Extent of Gestures Can you speak without moving your lips

25. Stay off of the Defense Closed postures Arms, Legs The defensive gesture The offering gesture

26. Thank You!