1. 1 DA 117 Practice Management Communication and Telephone Skills

2. 2 What is communication? Sharing information with others through speaking or nonverbally through writing or body language

3. 3 Any verbal or non-verbal behavior that is perceived by another person Any message sent by a person to a receiver with a conscious intent to affect the receivers behavior Any verbal or non-verbal behavior that is perceived by another person Any message sent by a person to a receiver with a conscious intent to affect the receivers behavior

4. 4 Five Basic Elements Sender has intentions, ideas, feelings Sender translates ideas, feeling into a message Sender send message to receiver Receiver translates message into feelings or ideas Receiver has some internal response Sender has intentions, ideas, feelings Sender translates ideas, feeling into a message Sender send message to receiver Receiver translates message into feelings or ideas Receiver has some internal response

5. 5 DA Role Patient’s education Communicate current procedures and post-op Communicate for the dentist any of the patient’s concerns Know what those concerns are by listening Patient’s education Communicate current procedures and post-op Communicate for the dentist any of the patient’s concerns Know what those concerns are by listening

6. 6 Barriers to Communication Pre-judgment of Patients based on: Economic status Disability Language barriers Pre-judgment of Patients based on: Economic status Disability Language barriers

7. 7 Hearing but not listening –Volume of voice –Tone of voice Hearing but not listening –Volume of voice –Tone of voice

8. 8 Preoccupation Thinking of other activities while talking to patients – recognized by patients Unawareness of importance of situation to patient Impatient – hard of hearing patient, chatty patient Thinking of other activities while talking to patients – recognized by patients Unawareness of importance of situation to patient Impatient – hard of hearing patient, chatty patient

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10. 10 Professional Telephone personality Alertness – Answer within 3 rings – Identify caller, use their name Expressiveness – No monotone, smiles before you answer, sound happy Alertness – Answer within 3 rings – Identify caller, use their name Expressiveness – No monotone, smiles before you answer, sound happy

11. 11 Interest – Listen, ask appropriate questions, don’t rush to get off the phone Interest – Listen, ask appropriate questions, don’t rush to get off the phone

12. 12 Clarity – Pronounce each syllable – speak slowly, no gum chewing, eating

13. 13 Incoming calls “I want to make an appointment “– Ask: Who is calling? Once identified use name in conversation Have you been here before? If not get name, address, phone number What is the appointment for? “I want to make an appointment “– Ask: Who is calling? Once identified use name in conversation Have you been here before? If not get name, address, phone number What is the appointment for?

14. 14 Schedule the appointment – Thank the person for calling, and repeat the appointment date and time.

15. 15 “I want to speak with the doctor” Reply – Doctor is with a patient, can I help you or take a message? The doctor will sometimes take calls from other doctors, labs, and family members “I want to speak with the doctor” Reply – Doctor is with a patient, can I help you or take a message? The doctor will sometimes take calls from other doctors, labs, and family members

16. 16 “I just got my bill and it’s outrageous!!” Reply – Don’t say anything until the caller has finished speaking. Listen first and the explain. The call may have be given to the person directly in charge of finances “I just got my bill and it’s outrageous!!” Reply – Don’t say anything until the caller has finished speaking. Listen first and the explain. The call may have be given to the person directly in charge of finances

17. 17 Personal calls The dental office is a business – personal calls should be limited to emergency only Do not interrupt clinical staff except for an emergency. The dental office is a business – personal calls should be limited to emergency only Do not interrupt clinical staff except for an emergency.

18. 18 Taking a message Name of caller Phone number Date of call Message Return call? Your name Name of caller Phone number Date of call Message Return call? Your name

19. 19 Outgoing calls Have the correct phone number Identify yourself and office State reason for calling Patient always hangs up first Have the correct phone number Identify yourself and office State reason for calling Patient always hangs up first

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