John V. Guiliana, DPM, MS

What Makes a GREAT Doctor?

Persuasion (Credibility + Trustworthiness ) credible person = credible person = expert experienced, qualified, intelligent, skilled) trustworthy = trustworthy = honest, fair, unselfish, caring).

It’s all in your presentation! What the heck is he talking about?

Verbal Verbal Vocal Vocal Visual Visual The Elements of Communication

The non-verbal basics Eye Contact Eye Contact Body Language Body Language Listen! Listen!

THE “CONNECTION” BEGINS WITH LISTENING SKILLS ACTIVE VERSUS PASSIVE

GAINING EMPATHY THROUGH THE EFFECTIVE USE OF QUESTIONS OPEN ENDED VS CLOSED ENDED QUESTIONS

“I HEAR YOU” FEEDBACK “I HEAR YOU” FEEDBACK I UNDERSTAND I UNDERSTAND I SEE I SEE UH-HUH UH-HUH HEAD NODS HEAD NODS PARAPHRASE PARAPHRASE

The VERBAL Canned Speech

Present from a “want” perspective Not from a “need” perspective!

Needs vs Possible Wants Bunion surgery? Orthotics?P&A? Shoe variety/comfort Preclude the need for surgery Eliminating the need for “bathroom surgery”

Say what it is… Not what it isn’t… DO NOT think of a white carnation!

Speaking Influentially Speaking Influentially Tone Tone Pace Pace Volume Volume Mirroring Mirroring Law of Decisiveness Law of Decisiveness Law of Contrast Law of Contrast Law of Association Law of Association

Be sure to answer: What is it? What is it? Where did it come from? Where did it come from? What do we need to do about it What do we need to do about it - Be verbally efficient - Layperson’s term only!

The stories your are about to hear are true… Disclaimer…

Maybe you need an orthotic Maybe you need an orthotic It’s essential that we get you into a functional foot orthotic

Maybe you need an orthotic Maybe you need an orthotic It’s essential that we get you into a functional foot orthotic

The orthotic will help support your arch The orthotic will help support your arch Your orthotic will control the mechanical weakness of your foot

The orthotic will help support your arch The orthotic will help support your arch Your orthotic will control the mechanical weakness of your foot

I’m going to give you a DME product that will help I’m going to give you a DME product that will help I’m going to prescribe a helpful device for you to wear

I’m going to give you a DME product that will help I’m going to give you a DME product that will help I’m going to prescribe a helpful device for you to wear

So this ligament is tight. A night splint will be important here. Sue will be right in to dispense it. So this ligament is tight. A night splint will be important here. Sue will be right in to dispense it. …in order to stretch the ligament during your sleep when it wants to tighten up

We need to use a device to offload this ulcer We need to use a device to offload this ulcer In order to keep (get) this wound closed, we need to redistribute pressure away from the area

We need to use a device to offload this ulcer We need to use a device to offload this ulcer In order to keep (get) this wound closed, we need to redistribute pressure away from the area

Some examples of “canned speech”

The orthotic is essential for your condition. It is designed to control the mechanical instability of your feet, much like eye glasses control the instability or weakness in our eyes. They often help prevent the need for surgery… The orthotic is essential for your condition. It is designed to control the mechanical instability of your feet, much like eye glasses control the instability or weakness in our eyes. They often help prevent the need for surgery…

The ankle/ foot orthosis is crucial for your healing. It is designed to stabilize and rest the tendon when you walk. It will hopefully help prevent the need for surgery The ankle/ foot orthosis is crucial for your healing. It is designed to stabilize and rest the tendon when you walk. It will hopefully help prevent the need for surgery

When you sleep, your foot relaxes and the ligament that we talked about contracts. That’s why your first few steps in the morning are the most painful. A night splint is used to stretch the ligament during your sleep. When you sleep, your foot relaxes and the ligament that we talked about contracts. That’s why your first few steps in the morning are the most painful. A night splint is used to stretch the ligament during your sleep.

It’s crucial that you wear extra-depth shoes that are designed to help prevent diabetic foot complications. These are covered under Medicare and you are entitled to one pair per year. It’s crucial that you wear extra-depth shoes that are designed to help prevent diabetic foot complications. These are covered under Medicare and you are entitled to one pair per year.

Power Words Important Important Essential Essential Crucial Crucial Critical Critical Imperative Imperative Vital Vital

Be your patient’s physician

Thank You!