1. Resistances/anxieties/fears

2. Embarrassment …. “will I come up to scratch?” They won’t like being watched None of us knows if we are doing it ‘right’ Fear that the staff will behave unpredictably our presence leading to poor performance Fear of being found out

3. Resistances/anxieties/fears Financial constraints – can they do what you suggest? Fear of sanctions/consequences Interrupting the normal day – losing money and patients waiting Appearing demoted in the patients eyes How we will be – friendly/cold Patient suspecting they’ve done something wrong Patients turning up unannounced with failed treatments Fear of criticism/picking holes

4. Resistances/anxieties/fears Not understanding their own level of practice Resentful bureaucracy gone mad It’s intrusive – “who are you?” “When did you last do dentistry?” Frustration with the NHS History – the probity role Fear of hidden agendas What standards will be expected? Ashamed of their kit/buildings etc Physical limitations- general health/stress

5. Your worries Face to face with hostile practitioner Entry refusal Knowledge of regs / materials /clinical procedures Confidence/ looking foolish Fear of the unknown Increase in work load Credibility Correct planning of surgery visits Chaperone worries!

6. Communication Skills The basics Listening skills Negotiating skills / assertiveness Conflict resolution Giving constructive feedback

7. The Basics Communication is “the imparting or exchange of information, ideas or feelings” 2-way process Information, ideas or feelings must be received and understood

8. Communication “Seek first to understand before being understood” Covey

9. A MESSAGE... 7 % Words 33% Tone 60% Body language

10. Body Language Messages we subconsciously convey If body language conflicts with words it is always the body language that will be believed It is possible to convey 100% of your message through your body language!

11. Body Language Eye contact Facial expression Gestures Posture Position Orientation

12. Body Language The most powerful piece of body language you can use is a smile

13. Tone of Voice Speak clearly, audibly, at the right pace and in a tone compatible with the message being conveyed

14. Words Inaccurate to say they are unimportant Avoid jargon and unexplained initials Makes people feel excluded They will make assumptions about what has been said

15. Communication Skills Listening skills Negotiating skills / assertiveness Conflict resolution Giving constructive feedback

16. Communication Skills All are intimately linked Negotiating skills, assertiveness, feedback all essential for change management Good listening skills are the glue binding these skills together to produce the desired outcome or change in behaviour

17. Listening Skills Level 1 superficial Level 2 factual Level 3 feelings Level 4 values and beliefs

18. There is no periodontal charting Bothered Not bothered Thinks going to get struck off anyway No need as “knows” patients No one will find out/ take action Can’t periochart

19. Listening Skills “Seek First To Understand, Then To Be Understood” The Seven Habits of Highly Effective People by Stephen Covey