Communication Part 2:
Communication
is multiple processes and skills. We all have different communication styles.
For example, you send an email to the office manager. This email is
communication and you are counting on the receiver of the information to
effectively read and follow through with the email. Next, you head in to see a
patient and the hygienist catches you outside and delivers a verbal message.
Now, you are relying on the hygienist to hear the patient correctly and relay
the appropriate message to you. You also communicate by reading messages in
chart notes and then communicating your thoughts on those ideas to your dental
assistant. All of these interactions require different types of communication
and multiple points of possible communication breakdowns.
Here are five ways to increase the effectiveness of your
communication.
1. Repeat what people are saying to you in your
head as they are saying it, instead of thinking about the point you want to
make when they finish. Many times we listen just long enough to believe we know
what they are going to say and then tune out to what is really said. This
technique is not only important for better communication it also helps improve
overall listening. You can truly communicate and fix the problem when you
actually know what is being said. However, an extra benefit of this skill is
that now you can stop, take a step back and analyze a person’s non-verbal communication.
2. Control your emotions in order to control
what you say. It is easy to be in the heat of the moment and say something you
don’t mean. Take the time to cool
down and think about what you want to say.
That way when you have that important conversation you can do so with a
level head. What you say matters, and
you need to make sure no matter what is said that you follow through with it.
If you are mad or frustrated you may make empty threats. Or you may have to follow through with
something you really don’t want to. Once something is
said you cannot take it back and the damage is done.
3. Be
honest and clear in your expectations. It doesn’t do any good if you are
skirting around the issue without really saying what it is that you want to
have happen. It is really important when you are communicating with others that
they know what it is you are expecting.
The point of a conversation is to convey desires, wishes or
expectations. If you do not set honest expectations then you lose the point of
the conversation and you wind up exactly where you were before. You walk away
frustrated because you intended for your message to say one thing, but you end
up sending a completely different message.
4. Align
your nonverbal communication with your verbal communication. Non-verbal
communication encompasses everything from how you stand, to the emotions you let
show on your face. If you are going to
have a serious conversation then your body language needs to convey the same
message. You want to have clear expectations when you are speaking and your
non-verbal communication can confuse the person you are speaking to if your
body language says one thing and your mouth says something completely
different. Don’t send mixed messages. Instead, align verbal and non-verbal
communication by asking the receiver of the message what they heard.
5. Make
sure you understand the message you are receiving from your team members. Ask
for clarification when you are unsure what they said or meant. Re-say what they
have said in order to make sure you comprehend what they told you. It is easy
to misinterpret the message when you are tired, frustrated or busy. However, if
you stop and take the time to communicate efficiently you will save yourself
from big trouble later on.
It is
important to create respectful, open and safe lines of communication. If you set the tone of the office so all
individuals when they speak to each other, no matter the issue, will do so in a
courteous manner, then they will. As the leader, you set the tone in the work
place and it’s important for you to model
the communication you believe is acceptable.
Communication
is something that everyone does often. You send quick emails, receive a text or
ask someone where your instruments are. No matter whether you are under
pressure or have all the time in the world, it is important to lay the
groundwork for good quality communication between yourself and your team.
When
conflict and discourse happen often it creates unnecessary problems in your
office. This same disrespect can then translate to your patients and eventually
to your bottom line. It takes work to create positive communication skills and
this is something you may need to work on. For example, practice what you are
going to say before you have that difficult conversation with an employee. Look
in the mirror and make sure your facial expressions and body language match
your tone. Watch for their nonverbal communication so you can read the
situation and adjust, as you need to.
Practice
makes things go smoother. Take the time with your team to work together to have
strong communication skills. Use role-play before anyone speaks with a
difficult patient. Work on aligning your body with your words. Make eye contact
and nod at appropriate times, do deep breathing exercises to calm your emotions
when an angry patient is yelling. And work on listening to pull out the true
problem the patient is having.
It’s time to think big and communicate big. Don’t wait for a miscommunication to increase the drama in your
office. Work now to create successful communication exchanges tomorrow.
Great teams take
effort. Take time to work on your practice regularly to build quality
communication and strengthen your results. For more information and to read
other articles, please visit us at www.saltdpm.com.
Austine Etcheverry is a positive, dedicated professional
with over 10 years of experience in the dental field. Austine has a keen eye
for designing websites and blogs. She has experience in social media and search
engine optimization.
