Transcript Communication in the Dental Office

Chapter 61
Communication in the
Dental Office
Copyright 2003, Elsevier Science (USA).
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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.
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Table 61-1 Effective Words for Patient Interaction
Copyright 2003, Elsevier Science (USA). All rights reserved.
Communication Pathways- cont’d
 Nonverbal communication
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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
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Listening Skills
 Do not let the mind wander.
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• 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,
age, 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
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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
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Positive atmosphere
Sincerity
Show respect
Respect the patient's time
Resolve complaints/misunderstandings
Remain approachable
Respect patient confidentiality
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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
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Answering machine
Voice mail
Headsets
Pager
Facsimile (FAX) machine
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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.
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Fig. 61-8 Parts of a letter.
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Letters to Patients
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Welcome to the practice
Congratulations
Acknowledgment of a referral
Completion of an extensive case
Continuing care (recall)
Missed appointment
Proposed treatment
Collections
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Marketing Your Dental Practice
 Activities involved in attracting and retaining
satisfied patients in the practice.
• Goals
• Planning
• Budget
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Types of Practice Marketing
 External marketing activities
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• 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.
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Being a Team Member
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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
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Lack of sufficient staff
Appointment overbooking
Multiple tasks required simultaneously
Lack of good communication
Perceived lack of job advancement
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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.