1. Communication in the Dental Office
Chapter 61
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2. Chapter 61
Lesson 61.1
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3. Learning Objectives Pronounce, define, and spell the Key Terms.
Discuss oral communication and identify the differences between verbal and nonverbal communication.
Describe the type of relationship the patient and dental team should have.
(Cont’d)
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4. Learning Objectives Describe good phone courtesy.
(Cont’d)
Describe good phone courtesy.
Describe and compare the handling of different types of phone calls.
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5. Introduction
Good communication in all forms is the backbone of a well-run organization!
Learning about interpersonal communication allows you to communicate what you mean and to interpret what others say and do correctly.
What are some different forms of communication?
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6. Communication Pathways
Verbal communication
Verbal communication is made up of words that are spoken.
Always select words that will not frighten, intimidate, or upset a patient.
(Cont’d)
Clarity in speaking is also important. Ask students to say the following sentences three times each as quickly as possible while fully enunciating each word:
Success seeds success.
Bigger business isn’t better business, but better business brings bigger rewards.
Ensuring excellence isn’t easy.
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7. Communication Pathways
(Cont’d)
Nonverbal communication
Body language
The messages we send
The way we carry ourselves and move about
Gestures
Tone of voice
Facial expressions
Always remember that patients are the key to your success.
Why is eye contact important? (It helps regulate the flow of communication.)
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8. Listening Skills Don’t let the mind wander!
Put aside personal concerns while the patient is talking.
Don’t 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.
Lack of communication is the major reason patients leave a practice.
Listening requires a great deal of self-control and concentration.
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9. Cultural Diversity Differences that must be appreciated/understood:
Race
Gender
Cultural heritage
Age
Physical abilities
Spiritual beliefs
What is ethnogeriatrics? (The branch of geriatrics focused on how race, culture, and ethnicity influence the health and well-being of the elderly.)
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10. Communicating With Colleagues
The key to a successful work environment is
TEAMWORK!
Remember that a patient can instantly determine what kind of working environment exists in the practice.
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11. Being a Team Member 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.
What other qualities and actions does being a team member involve?
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12. Stress in the Dental Office
Causes
Lack of sufficient staff
Appointment overbooking
Multiple tasks required simultaneously
Lack of good communication
Perceived lack of job advancement
What are some other causes of stress in the work environment?
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13. Methods of Stress Reduction
Regular exercise
Time off
Leaving the office behind you
Eating properly
Setting realistic expectations
What are some other ways to reduce stress?
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14. Patient’s Needs Psychological Previous dental experiences
Attitudes and beliefs about the importance of their teeth
(Cont’d)
How can the dental assistant better empathize with patients? (Try to see the issue from the patient’s point of view.)
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15. Patient’s Needs Anxiety and fear of pain
(Cont’d)
Anxiety and fear of pain
Subjective fears, also known as acquired fears, are based on feelings, attitudes, and concerns that have developed in response to the suggestions of peers, siblings, and other adults.
Objective fears, also known as learned fears, are related to the patient's experiences and recall of those experiences.
What are some examples of acquired and learned fears regarding dental visits?
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16. Meeting the Patient’s Needs
Foster a positive atmosphere.
Demonstrate sincerity.
Show respect.
Respect the patient’s time.
Resolve complaints and misunderstandings.
Remain approachable.
Respect patient confidentiality.
The members of the dental team should ask themselves three questions:
What do patients most like about the dentist, the staff, and the practice in general?
What do they most dislike?
Why do some patients switch to other practices in the area?
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17. Phone Skills
The phone is the most important piece of equipment for 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.
Smiles are often contagious. What types of feelings are transmitted by a smile? (Happiness, friendliness, warmth, affection, affiliation, etc.)
Can you tell whether someone is smiling when he or she is speaking on the phone? (Generally, yes.) Experiment with this when talking to a friend on the phone.
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18. Phone Equipment Answering machine Voice mail Headsets Pager
Facsimile (fax) machine
How does voice mail differ from an answering machine? What are the advantages and disadvantages of each?
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19. Chapter 61
Lesson 61.2
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20. Learning Objectives
Discuss written communications, including how to write a business letter and the various types of letters to patients.
Describe external and internal marketing.
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21. Written Communication
Business letter
Must be:
Concise
Accurate
Neat
Proofread for spelling and grammatical errors
What kinds of things should be avoided in writing? (Slang words, abbreviations, symbols, clichés.)
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22. Parts of a Business Letter
Heading: the letterhead
Opening: to whom the letter is being written to, inside address, date, and salutation
Body: subject of the correspondence
Closing: a few words saying goodbye to the reader
Some professionals break a business letter into six parts. What might these six parts be? (Heading, inside address, greeting, body, closing, signature line.)
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23. Fig A business letter
Ask students to break this letter into four and six parts.
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24. Types of Letters to Patients
Welcome to the practice
Congratulations
Acknowledgment of a referral
Completion of an extensive case
Continuing care (recall)
Missed appointment
Proposed treatment
Collections
Letters are also used to communicate with other professionals and with insurance carriers.
How do these types of letters compare with letters used to communicate with patients?
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25. Marketing Your Dental Practice
Activities involved in attracting and retaining satisfied patients in the practice:
Goals
Planning
Budget
What are some methods of advertising a dental practice? (Website, online and print dental directories, newsletters, promotional materials, thank-you notes, office open house, giveaways, direct mail.)
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26. Types of Practice Marketing
External marketing activities
Health fairs
Presentations to schoolchildren
Presentations to senior-citizen groups
Internal marketing strategies
Newsletter
Promotional materials
Special-occasion cards
Are patient-education materials external or internal marketing strategies?
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