tag:blogger.com,1999:blog-15982559474954089522024-03-13T20:21:41.433-07:00Salt DPMSalt Dental Practice Managementhttp://www.blogger.com/profile/14492985290441413978noreply@blogger.comBlogger273125tag:blogger.com,1999:blog-1598255947495408952.post-7825645087709869012014-10-02T10:30:00.000-07:002014-10-02T10:53:55.835-07:00Team Behaviors<!--[if !mso]>
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<span style="mso-tab-count: 2;"> </span><br />
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<span style="mso-tab-count: 2;"><a href="http://4.bp.blogspot.com/-y8tU2pF7COA/VChalWMelBI/AAAAAAAAAKk/BOwYTF9nOH4/s1600/salt%2Blogo.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-y8tU2pF7COA/VChalWMelBI/AAAAAAAAAKk/BOwYTF9nOH4/s1600/salt%2Blogo.jpg" /></a></span></div>
<span style="mso-tab-count: 2;">Dear Doctor, </span><br />
<span style="mso-tab-count: 2;">Do you ever wonder if an employees' particular behavior is truly <a href="http://www.saltdpm.com/free-stuff.html">helpful</a>? Using the list below you can set expectations for your team and then your job of holding them accountable becomes much easier. Go over the list with your team and give them examples to consider for each area you feel is most important. Stay tuned for future blogs regarding employee confidentiality and an example of a "full value" contract.</span><br />
<span style="mso-tab-count: 2;">Sincerely, <a href="http://www.saltdpm.com/david-milligan.html">David Milligan</a></span><br />
<br />
<br />
<div style="text-align: center;">
<span style="mso-tab-count: 2;"> </span><span style="font-size: 18.0pt;">TEAM BEHAVIORS</span></div>
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</div>
<span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-ansi-language: EN-US; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><br clear="all" style="mso-break-type: section-break; page-break-before: auto;" />
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<b style="mso-bidi-font-weight: normal;"><u><span style="font-family: "Times New Roman","serif"; font-size: 12.0pt; line-height: 150%; mso-ansi-language: EN-US; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><br clear="all" style="mso-break-type: section-break; page-break-before: auto;" />
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<br />
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<b style="mso-bidi-font-weight: normal;"><u>Help the Team</u><span style="mso-tab-count: 5;"> </span><u>Hinder
the Team</u></b></div>
<div class="MsoNormal" style="line-height: 200%; text-align: left;">
Be on time<span style="mso-tab-count: 6;"> </span>Lack
of accountability</div>
<div class="MsoNormal" style="line-height: 200%; text-align: left;">
Participate / volunteer<span style="mso-tab-count: 5;"> </span>Resist
new ideas</div>
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Engage in open, honest
communication<span style="mso-tab-count: 2;"> </span>Uncooperative.
Refuse to communicate</div>
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Build on others’ ideas<span style="mso-tab-count: 5;"> </span>“Yes,
but . . .” talk</div>
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Be optimistic / positive about the
team<span style="mso-tab-count: 2;"> </span>Being negative
and critical</div>
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Criticize ideas, not team members<span style="mso-tab-count: 3;"> </span>Attack
personality, personally<span style="mso-tab-count: 1;"> </span></div>
<div class="MsoNormal" style="line-height: 200%; text-align: left;">
Provide leadership when needed<span style="mso-tab-count: 3;"> </span>Selectively
interpret ideas, events, and actions</div>
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Follow-up when promised<span style="mso-tab-count: 3;"> </span><span style="mso-tab-count: 1;"> </span>Do other distracting work /
activities</div>
<div class="MsoNormal" style="line-height: 200%; text-align: left;">
Pay attention<span style="mso-tab-count: 6;"> </span>Keep
up side conversations / don’t listen</div>
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Take problems seriously<span style="mso-tab-count: 4;"> </span>Avoid
decision making</div>
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Be courteous,
honest and trusting<span style="mso-tab-count: 1;"> </span>Engage
in name calling, being rude, refusing to trust team members.</div>
<div class="MsoNormal" style="line-height: 200%; text-align: left;">
Use “we” expressions and thoughts<span style="mso-tab-count: 3;"> </span>Use “you” statements</div>
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Support each other<span style="mso-tab-count: 5;"> </span>Create
sub-groups</div>
<div class="MsoNormal" style="line-height: 200%; text-align: left;">
Show commitment for making it work<span style="mso-tab-count: 2;"> </span>Express resignation or
futility</div>
<div class="MsoNormal" style="line-height: 200%; text-align: left;">
Display a sense of humor<span style="mso-tab-count: 4;"> </span>Act
bored, refuse to pay attention</div>
Salt Dental Practice Managementhttp://www.blogger.com/profile/14492985290441413978noreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-18372026668564448222014-09-15T09:00:00.000-07:002014-09-12T11:20:41.152-07:00Unused Dental Benefits<div class="separator" style="clear: both; text-align: center;">
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Salt Dental Practice Management</div>
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We advise our clients to notify their insured patients about
their remaining benefits for the year, and to use effective communication
skills to personally explain to them how to fully utilize their remaining
benefits. It's called "Use it or lose it".<span style="mso-spacerun: yes;"> </span>Those who do not have upcoming appointments,
but do have treatment needs and insurance benefits left, should receive a
letter and a follow up phone call.<span style="mso-spacerun: yes;"> </span>Those
who are in the office need to have this explained to them. Why?<span style="mso-spacerun: yes;"> </span>Because we take great care of our patients
and that includes helping them save money.<span style="mso-spacerun: yes;">
</span>Many patients do not understand that if benefits are left unused they
are lost.<span style="mso-spacerun: yes;"> </span>Sadly, they paid for those
benefits and they do not roll over to the next year.<span style="mso-spacerun: yes;"> </span>Some dental professionals fear the patient
may interpret this attempt to help them as being self-serving.<span style="mso-spacerun: yes;"> </span>We think of it as a true win-win and hope you will as well.<span style="mso-spacerun: yes;"> </span>The patient doesn't lose out
on benefits they've paid for and they complete their treatment before the
situation worsens and yes, you the dentist win by performing the services.<span style="mso-spacerun: yes;"> </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Here are a few ideas, from consultant <a href="http://www.saltdpm.com/david-milligan.html">David Milligan,</a> for
communicating this directly to your patient.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
“I noticed that you have insurance benefits left for this
year.<span style="mso-spacerun: yes;"> </span>Since you have already paid for
these we can help you maximize your coverage by scheduling an appointment
before the end of the year.”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
“I see you have benefits remaining this year that you have
already paid for.<span style="mso-spacerun: yes;"> </span>To help you not lose
that money, we should get this done for you before the end of the year.”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
“Insurance companies have a “use it or lose it”
mentality.<span style="mso-spacerun: yes;"> </span>You’ve already paid for the
benefits, so let’s get your work done before the end of the year so you don’t
lose it.”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-spacerun: yes;"> </span>“Let’s get you
scheduled right away.<span style="mso-spacerun: yes;"> </span>You have insurance
benefits left this year that you have already paid for.<span style="mso-spacerun: yes;"> </span>I wouldn't want you to lose them.”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-spacerun: yes;"> </span>We find when we focus
on taking great care of our patients it becomes quite easy to approach them and
discuss this.<span style="mso-spacerun: yes;"> </span>It helps to have tools
such as the dialog David has listed above, as well as other <a href="http://www.saltdpm.com/uploads/9/5/1/5/9515128/saltarticles_olives.pdf">practice building tips</a>, that David has been teaching for over 14 years. Practice saying it and then when you are comfortable with the message,
add your own spin or personality to it.<span style="mso-spacerun: yes;">
</span>We recommend you start this process right away to avoid patients waiting
until the last minute and then finding your schedule is full. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
We would love to hear how you utilize this information and
what your results are. </div>
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<![endif]-->Salt Dental Practice Managementhttp://www.blogger.com/profile/14492985290441413978noreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-84287972148838387732014-08-27T09:30:00.000-07:002014-08-27T09:30:01.818-07:00Two Types of Questions
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There are two types of questions that a patient may ask. One
is an information- seeking question. They are not doing this to threaten you
they just want to know the answer.<span style="mso-spacerun: yes;"> </span>The
second kind of question is challenging and this type of question is usually louder,
more aggressive and may be an attempt to control the situation. Again stick to
the facts, why is this treatment important for them. Stick to what you know
about the patient and bring it back, “Mrs. Etcheverry I know your smile is important
to you because you said you<span style="color: red;"> </span>want to look
younger. This treatment will help rebuild the structure in your mouth so that
your smile is brighter and straighter. </div>
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<br /></div>
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When you are talking about these things, focus on what you
know about the patient. What is their communication style? Are they passive or aggressive?
What type of personality are they? Do they talk slow and ask a lot of questions
or do they talk fast and are loud? Knowing this information will help you focus
the conversation on what matters most to them, which will allow you to change
your communication style to better meet their needs. </div>
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<br /></div>
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In the end you are the professional and you are there to
help them. Use caring and compassionate words to demonstrate how much you and
the team appreciate them choosing your office. There are hundreds of dental
offices that they could choose from however; they chose to be at yours. <span style="mso-spacerun: yes;"> </span>Loyalty and trust are earned not given freely
and patients have high expectations for your office, work to exceed them. </div>
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<br /></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal" style="text-align: center;">
<span style="color: black; font-family: "Times New Roman"; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: "Arial Unicode MS"; mso-hansi-font-family: "Arial Unicode MS";">For more information
please visit us at </span><a href="http://www.saltdpm.com/"><span style="color: blue; font-family: "Times New Roman"; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: "Arial Unicode MS"; mso-hansi-font-family: "Arial Unicode MS";">www.saltdpm.com</span></a><span style="color: black; font-family: "Times New Roman"; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: "Arial Unicode MS"; mso-hansi-font-family: "Arial Unicode MS";"> and
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<span style="mso-no-proof: yes;"></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-6173818281789054792014-08-25T09:30:00.000-07:002014-08-25T09:30:00.763-07:00Patient Dialogue<div class="separator" style="clear: both; text-align: center;">
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<br />
<div class="MsoNormal">
Practicing specific dialogue for potential situations can
help make the situation less stressful. An example dialogue may be, you have a
new whitening system that you want patients to try out. You say to Mrs. Jones. “Good
morning, how are you?”</div>
<div class="MsoNormal">
Mrs. Jones: “Fine.”</div>
<div class="MsoNormal">
You: “Would you like to try our whitening system?”</div>
<div class="MsoNormal">
Mrs. Jones: “Why? Are you saying my teeth are stained?”</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Now what? Of course you are not saying that, you are simply
offering a fantastic product to a patient who you think may need or want it.
The next words you say are going to determine where this conversation goes from
here. Use dialogue like, “we believe”, “I find”, and back up what you are
saying with facts this will help the conversation.<span style="mso-spacerun: yes;"> </span>As a team member in the practice your word,
experience and expertise is going to go along way. <span style="color: red;"></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Some patients will question your treatment. They may say
that their mom or sister went to a dentist and that dentist told them that
extracting teeth is better than getting dentures. Focus on the facts; you can’t
refute what another dentist said. You don’t know all the facts of that
situation. So, focus on what you do know. Why is it important for this patient
sitting in your chair right now to embark on this treatment? How is this course
of action going to change their life? Or how is it going to give them the smile
they want. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<br /></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-37405744863416022012014-08-20T09:30:00.000-07:002014-08-20T09:30:00.538-07:00Great patients make great referrals<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-bj1k-uhuoMg/T7CF9n7EEuI/AAAAAAAAAQ8/T5MWryK379g/s1600/headshotforarticle.jpg" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://1.bp.blogspot.com/-bj1k-uhuoMg/T7CF9n7EEuI/AAAAAAAAAQ8/T5MWryK379g/s1600/headshotforarticle.jpg" height="200" width="178" /></a></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
While your discussing concerns or questions with patients your body should be upright. You
might want to lean forward a little to show you are listening. Be careful not
to turn your body away from the patient while they are discussing their
concerns. When a patient is talking to you this is the time you want to be
focused and in tune with their needs. <span style="mso-spacerun: yes;"> </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
At times you will work with a patient that is refusing
treatment, doesn’t understand the recommended treatment or has an issue with
billing practices. You may become the target of their anger and frustration. In
these times, remain calm. Refrain from blaming a co-worker for a mistake. This
is not going to help the patient. Work to calm down the patient, through your
listening skills. Make sure you first understand what the problem is. Let them
vent for a short time, but don’t let it over power why you are there. <span style="mso-spacerun: yes;"> </span>Ask clarifying questions. Once the patient is
done explaining their side, they are waiting for you to fix it. Quickly and
efficiently find a way to resolve the problem or let the patient know what
steps you are going to take to fix the problem. These types of conversations
can become a circular argument of misunderstanding, so practice some dialogue
before you are in front of patients. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Do not get into an argument with a patient. If they tell you
that your front office messed up the billing, it isn’t going to create a better
situation if you tell them billing never makes mistakes. Take a step back, tell
them you are sorry they are having trouble and that you will be happy to look
into it or discuss it with your front office team member. </div>
<div class="MsoNormal">
<br />
<div style="text-align: center;">
<span style="font-size: 12.0pt;"><span style="mso-spacerun: yes;">Great communication takes time and great teams. For more information contact Salt.</span></span></div>
<div style="text-align: center;">
<div class="MsoNormal" style="text-align: center;">
Salt Dental Practice Management</div>
Article was first published by Tri-County Dental Society
</div>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-59795946173150500232014-08-18T09:30:00.000-07:002014-08-18T09:30:01.537-07:00Past the pleasantries, now what?<style>
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<div class="separator" style="clear: both; text-align: center;">
<a href="http://1.bp.blogspot.com/-bj1k-uhuoMg/T7CF9n7EEuI/AAAAAAAAAQ8/T5MWryK379g/s1600/headshotforarticle.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://1.bp.blogspot.com/-bj1k-uhuoMg/T7CF9n7EEuI/AAAAAAAAAQ8/T5MWryK379g/s1600/headshotforarticle.jpg" height="200" width="178" /></a></div>
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<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
You have moved past the pleasantries, it is recommended that you now ask the patient specific
questions about any concerns or problems they may be experiencing. Empathetic
listening at this stage is very important. You want to paraphrase to make sure
you understand what the patient is saying, ask clarifying questions to better
understand the problem, look them in the eye and nod to show understanding. <span style="mso-spacerun: yes;"> </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-spacerun: yes;">Empathetic listening is the art of hearing what the person is saying and showing that you care through listening. Leaning in towards the patient and nodding your head demonstrates that you care about what they are saying. This is a critical step that is often overlooked by teams because they are busy. However, taking the few extra minutes to do this correctly can increase your relationship with patients. </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="mso-spacerun: yes;"> </span>Once you and the patient have had the
important conversation, relay this information to the doctor in front of the
patient. You do not want to isolate the patient at any time. Your dialogue may
go something like, “Mrs. Jones is having sensitivity on the left side. She
notices it more when she is drinking cold drinks than hot.” Once you have
informed the doctor of the situation, ask the patient if there is anything else
they want the doctor to know. <span style="mso-spacerun: yes;"> </span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal" style="text-align: center;">
<span style="mso-spacerun: yes;">Great communication is not built over night. Practice this simple technique to improve. </span><br />
<div style="text-align: center;">
<span style="font-size: 12.0pt;"><span style="mso-spacerun: yes;">Great communication takes time and great teams. For more information contact Salt.</span></span></div>
<div style="text-align: center;">
<div class="MsoNormal" style="text-align: center;">
Salt Dental Practice Management</div>
Article was first published by Tri-County Dental Society
</div>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-62321432504391558692014-08-13T09:30:00.000-07:002014-08-17T12:56:56.359-07:00Your Conversation Matters<div class="MsoNormal">
<div class="separator" style="clear: both; text-align: center;">
<a href="http://4.bp.blogspot.com/-HRWeDxlUMnU/T2APnBc0uOI/AAAAAAAAAD8/ihlq2wQfqJc/s1600/1-Salt+brochure-8.5inx11in-trifold-outside.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-HRWeDxlUMnU/T2APnBc0uOI/AAAAAAAAAD8/ihlq2wQfqJc/s1600/1-Salt+brochure-8.5inx11in-trifold-outside.jpg" height="155" width="200" /></a></div>
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<span style="font-size: 12.0pt;">When a patient first comes in the room and
sits down in the chair, conversation matters. Ask the patient in a caring voice
how their day is going. Sit directly in front of them and look them in the eye,
knee-to-knee, eye-to-eye. This gives a sense they are important and that you
are focused on them. Be aware of how you sound. Zone in on your tone to make
sure you are using a calm and supportive pitch. Your non-verbals will speak
louder than the words you use. </span><br />
<br />
<span style="font-size: 12.0pt;">Often times when a patient first enters the
room, you may be busy continuing to set up the tray or get ready to take
x-rays. However, it is beneficial to the relationship to take time to focus on
the patient only. Leave the other for later. <span style="mso-spacerun: yes;"> </span>A patient needs to feel in that moment that
they are the most important person in the room.<span style="mso-spacerun: yes;">
</span>This few minutes will also give you the time to discuss any concerns the
patient has before the doctor enters the room. <span style="mso-spacerun: yes;"> </span></span><br />
<br />
<div style="text-align: center;">
<span style="font-size: 12.0pt;"><span style="mso-spacerun: yes;">Great communication takes time and great teams. For more information contact Salt.</span></span></div>
<div style="text-align: center;">
<div class="MsoNormal" style="text-align: center;">
Salt Dental Practice Management</div>
Article was first published by Tri-County Dental Society
</div>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-36721066560579841732014-08-11T09:30:00.000-07:002014-08-11T09:30:00.785-07:00I Can Help You vs. How May I Help You?<style>
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<div class="separator" style="clear: both; text-align: center;">
<a href="http://4.bp.blogspot.com/-Kd4I8LBb_kI/T2U_Og0Aw2I/AAAAAAAAALY/IXnw2oAJGvw/s1600/possiblecoverblog.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-Kd4I8LBb_kI/T2U_Og0Aw2I/AAAAAAAAALY/IXnw2oAJGvw/s1600/possiblecoverblog.jpg" height="126" width="320" /></a></div>
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<br /></div>
<div class="MsoNormal">
<span style="mso-tab-count: 1;"> </span></div>
<div class="MsoNormal">
Many individuals answer the telephone with “Hi my name is
Austine. May I help you?” This statement indicates that you may or may not be
able to help. It provides a says that their needs may be too great for you to
handle. Try changing your dialogue to be, “Hi, my name is Austine. I can help
you today.” This let’s patients know that no matter what the problem is you’re
going to resolve it. Or whatever it is they need you are going to make sure you
help them. This method is simple and can be used any time you have an initial
dialogue with a patient.</div>
<div class="MsoNormal">
<br /></div>
<br />
<div class="MsoNormal" style="text-align: center;">
Great Communication takes a great team.<br />
<br />
<div class="MsoNormal" style="text-align: center;">
Salt Dental Practice Management</div>
Article was first published by Tri-County Dental Society
</div>
<div class="MsoNormal">
</div>
<div class="MsoNormal">
</div>
<div class="MsoNormal">
<span style="color: red;"></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-35311303748326939402014-08-06T09:47:00.000-07:002014-08-06T09:47:00.082-07:00Communicate Change: What time should it be done?<div class="separator" style="clear: both; text-align: center;">
<a href="http://4.bp.blogspot.com/-7rmLto32UZ4/U95nrtv7LQI/AAAAAAAAGDE/1wrE7cGZoGI/s1600/1382985126u8vck.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-7rmLto32UZ4/U95nrtv7LQI/AAAAAAAAGDE/1wrE7cGZoGI/s1600/1382985126u8vck.jpg" height="149" width="200" /></a></div>
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<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
There is a right and a wrong way to communicate upcoming
change in your office. It doesn’t matter if you are changing something small or
it is a drastic change. The way in which you deliver the message will make a
difference in how it is received from the team. Change is the only thing that
we can count on, yet most individuals who say they like change, can become the
biggest resisters to change. </div>
<div class="MsoNormal">
<span style="mso-tab-count: 1;"> </span>You will
want to set-up an uninterrupted time to communicate the change that is going to
occur. You want to give employees time to digest the news but also have time to
ask any questions that they may have. You don’t want to rush the staff to the
next patient in the middle of delivering something new to them. <span style="mso-spacerun: yes;"> </span>However, you also do not want them to have too
much time that becomes a complaint session.</div>
<div class="MsoNormal">
<span style="mso-tab-count: 1;"> </span>Plan the
time of day you are going to deliver the news carefully. If it is something
that is going to take awhile to digest and adjust you may want to do it on a Thursday
afternoon. This gives them time to think about it, come back the next day and
ask questions but does not send them home for the weekend to stew on it.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
The morning huddle maybe appropriate to communicate certain
types of change.<span style="mso-spacerun: yes;"> </span>For example, scheduling
changes, mission statement changes or policies on how to handle insurance are
appropriate for morning huddle. <span style="mso-spacerun: yes;"> </span>A
morning huddle is the perfect time to give new information to the team that are
going to impact their immediate future. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Avoid lunch-time change meetings, this does not give teams
enough time to accept the change and move on from it. It may end up impacting
your afternoon. You do not want that. </div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-7661581808195537932014-08-04T09:30:00.000-07:002014-08-04T09:30:01.339-07:005 Ways to Inspire Staff
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<br /></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
Your employees are a reflection of
you and how they feel everyday in the work place impacts your business. Don’t
take chances with your company.<span style="mso-spacerun: yes;">
</span>Individuals who are inspired by their jobs will complete tasks with passion.
Their smile is infectious and employees will want to come to work because it is
fun. Here are five quick ways that you can inspire your teams.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Make work fun</div>
<div class="MsoNormal">
<span style="mso-tab-count: 1;"> </span>As adults
we run through are busy hectic lives. <span style="mso-spacerun: yes;"> </span>We
often forget to stop and have fun in everything that we do. More fun equals
higher productivity. More fun really means happier teams. When our teams are
happy they will then attract patients that are the type of patients you want in
your offices.<span style="mso-spacerun: yes;"> </span>While you are having fun
at work, you forget that it is actually work. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Respect everyone</div>
<div class="MsoNormal">
Respecting your fellow team should not go down hill when you
are tired, have patients backed up and a patient yelling at your front office.
Model respect to everyone at all times. Clicks are not acceptable at work and
the negativity needs to be left at the door in order to create the strongest
team you can. As you respect your staff they will model this same behavior or
they will naturally find another place to work because it will become
uncomfortable for them to stay. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Communicate</div>
<div class="MsoNormal">
Communication between you and your team should be completed
with a smile, respect and often. Sometimes, we forget that our team may not
know that we scheduled an important meeting at 12:00 because something has come
up. Tell your teams what they need to know in order to be successful. The more
you communicate with them the more they will talk to you. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Be transparent</div>
<div class="MsoNormal">
Everyone doesn’t need to know everything about you, however,
be transparent in the decisions that you are making that impacts them and why.
If you want everyone to trust and respect you they have to understand you.
Sometimes, we forget to explain why something needs to be a certain way. Or you
think it is not necessary to justify why you are doing what you are doing,
however, for people to complete tasks sometimes they need to know the why
behind them.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Know your vision and mission</div>
<div class="MsoNormal">
To inspire those around you, you have to know where it is
that you are going with them. The vision and mission is your path and your
future. If you blindly make decisions that do not align it can begin to feel to your employees that you are making willy nilly decisions because your team doesn’t know what your goals are. </div>
<div class="MsoNormal">
<br /></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-28934847904907217072014-07-30T09:30:00.000-07:002014-07-30T09:30:01.029-07:00Asking the right questions to teach your employees to be independent<style>
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<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
Are you an employer that always
supplies the answers? Do you often wonder why your employees don’t take time to
think for themselves, yet come running to you with every problem? At times it
may be scary to hand over the reins and trust your employees are in fact
able to handle situations in the office without you. However, how do you get
them ready if they are not now?</div>
<div class="MsoNormal" style="text-indent: .5in;">
There is a coaching technique
called cognitive coaching. It is the belief that everyone knows the right
answers they just need to be asked the right questions in order for them
to think and be able to come up with the answers. Sometimes, as employers
we are quick to supply the answers to every little thing. But then pretty soon
our employees begin to rely so heavily on us that they do not take care of
situations that they once felt comfortable making.</div>
<div class="MsoNormal" style="text-indent: .5in;">
Individuals have to be able to have
practice in problem solving. You might want to start slow and conduct some
role-playing activities during your morning huddle. For example, what do you
say when a patient becomes angry at billing or how do you handle a patient that
isn’t accepting treatment options? Asking your employees to practice handling
the situations can help increase functionality in the workplace. </div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-6195568591204248492014-07-28T09:30:00.000-07:002014-07-28T09:30:01.719-07:00Command it-Don't demand it!
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<a href="http://4.bp.blogspot.com/-HRWeDxlUMnU/T2APnBc0uOI/AAAAAAAAAD8/ihlq2wQfqJc/s1600/1-Salt+brochure-8.5inx11in-trifold-outside.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-HRWeDxlUMnU/T2APnBc0uOI/AAAAAAAAAD8/ihlq2wQfqJc/s1600/1-Salt+brochure-8.5inx11in-trifold-outside.jpg" /></a></div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
Anyone can walk into an office and
demand respect from his or her co-workers. You can cause fear in your employees
in order to get them to cooperate. However, at the end of the day if you want
employees that complete the fine dance of dentist and assistant then you are
going to have to work on tactics that command respect not demand it. Building a
relationship with your staff can help improve the overall culture of the office
and improve on your relationships with staff.</div>
<div class="MsoNormal" style="text-indent: .5in;">
<span style="mso-bidi-font-family: "Times New Roman"; mso-bidi-font-style: italic; mso-fareast-font-family: "Times New Roman";">In order to build a relationship of respect how you talk to your
employees is as important as what you say. For example, if the tone of your
voice is impatient and demanding then the individuals around you will begin to
resent you. Most of what an individual hears and interprets is your non-verbal’s
not the actual words you say. </span></div>
<div class="MsoNormal" style="text-indent: .5in;">
<span style="mso-bidi-font-family: "Times New Roman"; mso-bidi-font-style: italic; mso-fareast-font-family: "Times New Roman";">Everyone makes mistakes. We all have days where we even miss up a
procedure we’ve done half a dozen times. How you handle the mistake is what is
going to support or damage the relationship. In order to correct the situation,
you may first want to determine what the problem was. Was it a simple mistake?
Or was it something major? Does the individual who made the mistake know that
they need to fix it or are they in denial? All of these determine the language and
how you approach the situation. </span></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: "Times New Roman"; mso-bidi-font-style: italic; mso-fareast-font-family: "Times New Roman";"><span style="mso-tab-count: 1;"> </span>Use a calm, supportive tone in order
to demonstrate respect of the individual. You might want to ask probing
questions in order to determine if your employee is aware of the mistake they
have made. Once you determine that the employee is aware, correct as necessary.
For example, your employee may need to write down the procedure and have it
posted. Or it may be a very simple correction. </span></div>
<div class="MsoNormal">
<span style="mso-bidi-font-family: "Times New Roman"; mso-bidi-font-style: italic; mso-fareast-font-family: "Times New Roman";"><span style="mso-tab-count: 1;"> </span>How you handle your employees will
determine their success in the office. Success on their part equals a higher
success rate with patients. </span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-8668419847659755222014-07-23T10:15:00.000-07:002014-07-23T10:15:00.379-07:00Be Awesome says Kid President!<div class="separator" style="clear: both; text-align: center;">
<iframe allowfullscreen='allowfullscreen' webkitallowfullscreen='webkitallowfullscreen' mozallowfullscreen='mozallowfullscreen' width='320' height='266' src='https://www.youtube.com/embed/m5yCOSHeYn4?feature=player_embedded' frameborder='0'></iframe></div>
<br />
<div style="text-align: center;">
This video is an inspiration and is a great way to start your day!</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-40985457957025345212014-07-21T09:45:00.000-07:002014-07-21T09:45:00.466-07:00You’re important too!
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<b style="mso-bidi-font-weight: normal;"><span style="color: #17365d; font-family: "Adobe Caslon Pro"; mso-themecolor: text2; mso-themeshade: 191;">It’s easy when we are working to forget to take care of
ourselves. As time goes by, we wear down. Pretty soon, we haven’t taken a lunch
in months; we forgot our child’s baseball game and our lives are a blur. It is
important to find ways to rationally detach from our workday and find a way to
relax and enjoy life. This is especially important when you are working in a
stressful job. </span></b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<a href="http://4.bp.blogspot.com/-XgSFKBzKDDY/UEQR8PauFzI/AAAAAAAAAEs/1O1tUfrsCtQ/s1600/Salt+brochure-8.5inx11in-trifold-outside.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-XgSFKBzKDDY/UEQR8PauFzI/AAAAAAAAAEs/1O1tUfrsCtQ/s1600/Salt+brochure-8.5inx11in-trifold-outside.jpg" height="155" width="200" /></a><b style="mso-bidi-font-weight: normal;"><span style="color: #17365d; font-family: "Adobe Caslon Pro"; mso-themecolor: text2; mso-themeshade: 191;">Rational detachment is the ability to let go and disconnect
from a stressful situation or from our work. Some individuals may spend their
time doing yoga or hanging out with friends. Other’s may read or enjoy leisure boat
rides. What you do isn’t as important as leaving work early sometimes and doing
something you enjoy everyday. </span></b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: #17365d; font-family: "Adobe Caslon Pro"; mso-themecolor: text2; mso-themeshade: 191;">Our days are filled with busy appointments, appliances to
fix, or equipment to order and patients to see. However, it is important that
all of that does not take over your lives.<span style="mso-spacerun: yes;">
</span>“</span></b><b style="mso-bidi-font-weight: normal;"><span style="color: #17365d; font-family: "Adobe Caslon Pro"; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-themecolor: text2; mso-themeshade: 191;">A 2010 <a href="http://www.lexisnexis.com/en-us/about-us/media/press-release.page?id=128751276114739"><span style="color: #17365d; mso-themecolor: text2; mso-themeshade: 191;">LexisNexis survey</span></a>
of 1,700 white collar workers in the U.S., China, South Africa, the U.K. and
Australia revealed that on average employees spend more than half their
workdays receiving and managing information rather than using it to do their
jobs,” <a href="https://www.blogger.com/blogger.g?blogID=1598255947495408952#http://www.scientificamerican.com/article/mental-downtime/"><span style="color: #17365d; mso-themecolor: text2; mso-themeshade: 191;">Ferris Jaber.</span></a>
We spend our days solving problems and managing people and yet when we are
tired and need a break, most of us continue to push through. However, pushing through
actually creates a problem later on as we are not as focused and may have to
redo something because we did it incorrectly. </span></b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: #17365d; font-family: "Adobe Caslon Pro"; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman"; mso-themecolor: text2; mso-themeshade: 191;">When your body and brain need a time out, take it, even if
it is five minutes of a breathing exercise or enjoying a quick lunch with a
friend. </span></b></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-75411395674377969902014-07-16T09:30:00.000-07:002014-07-16T09:30:00.975-07:00Take the time!
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<b style="mso-bidi-font-weight: normal;"><span style="color: #5f497a; font-family: "Adobe Caslon Pro"; mso-themecolor: accent4; mso-themeshade: 191;"> </span></b></div>
<div class="separator" style="clear: both; text-align: center;">
<b style="mso-bidi-font-weight: normal;"><a href="http://4.bp.blogspot.com/-YHxPaYYzE9w/U8MMQ9vuzEI/AAAAAAAAGCU/rIZc_Ty9MnM/s1600/photo.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-YHxPaYYzE9w/U8MMQ9vuzEI/AAAAAAAAGCU/rIZc_Ty9MnM/s1600/photo.jpg" height="200" width="200" /></a></b></div>
<br />
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: #5f497a; font-family: "Adobe Caslon Pro"; mso-themecolor: accent4; mso-themeshade: 191;"> <span style="font-size: small;">We’re all busy people and it is easy to get in the rush of
our day. However, if you want to stand out against the crowd, take the extra
time. Take time to say hi to your patients. Stop and ask how your staff’s
weekend was. Find a second longer to check the front office to make sure it
looks good. </span></span></b></div>
<span style="font-size: small;">
</span><div class="MsoNormal">
<span style="font-size: small;"><b><span style="color: #5f497a; font-family: "Adobe Caslon Pro";"><span> </span>Patients
spend hours over their lifetime waiting for you to see them. They pay good
money, they trust you with their oral health, and they suggest that their
family see you. But yet, you may only spend fifteen or twenty minutes with
them. The extra time you take out of your day can build a stronger relationship
with patients and help motivate them to recommend even more people to your
office. It will certainly encourage them to keep returning. <span> </span></span></b></span></div>
<span style="font-size: small;">
</span><div class="MsoNormal">
<span style="font-size: small;"><b><span style="color: #5f497a; font-family: "Adobe Caslon Pro";"><span> </span>A patient
spends on average sixty minutes in the chair depending on the procedure. Yet,
you may spend less than ten minutes talking to them. This relationship is
critical to the success of the visit and you have less time to make a lasting
impression. </span></b></span></div>
<span style="font-size: small;">
</span><div class="MsoNormal">
<span style="font-size: small;"><b><span style="color: #5f497a; font-family: "Adobe Caslon Pro";"><span> </span>Take the time
to read their body language and what it is telling you. Stop when you are
working on a patient if they begin to squirm in the chair. Or ask them how they
are feeling. These little things do not take much time however; they have a big
impact on the overall relationship. </span></b></span></div>
<div class="MsoNormal" style="text-align: center;">
<br /></div>
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: small;"><b><span style="color: #5f497a; font-family: "Adobe Caslon Pro";">Salt Dental Practice Management helps teams achieve success! </span></b></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-33392502937544938982014-07-14T09:30:00.000-07:002014-07-14T09:30:01.582-07:00Precipitating factors in the dental office
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<a href="http://3.bp.blogspot.com/-vdhxqKC6zz4/T2ARLZ3A01I/AAAAAAAAAEg/VnqZb7t81Xw/s1600/changed+saltlogo.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-vdhxqKC6zz4/T2ARLZ3A01I/AAAAAAAAAEg/VnqZb7t81Xw/s1600/changed+saltlogo.jpg" height="200" width="179" /></a></div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
<b style="mso-bidi-font-weight: normal;"><span style="color: #5f497a; font-family: "Adobe Caslon Pro"; mso-themecolor: accent4; mso-themeshade: 191;">Multiple people and events in our day impact us.
There are things that happen to us before we get to the office that may impact
how we feel that day. There also maybe many factors that impacts our patients
that we do not have any control over but that create a potential problem when
the patient shows for their appointment. </span></b></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: #5f497a; font-family: "Adobe Caslon Pro"; mso-themecolor: accent4; mso-themeshade: 191;"><span style="mso-tab-count: 1;"> </span>For example,
precipitating factors are those events that occur that cause a reaction. If a
patient is allergic to sunflowers, and they touch a sunflower they run the risk
of having an allergic reaction.<span style="mso-spacerun: yes;"> </span>The
precipitating factor is that they touched the flower that they are allergic to
and will therefore, have an allergic reaction. If one of your patients has been
to a dentist that did not do a very good job, when they enter your office they
may make that same assumption.<span style="mso-spacerun: yes;"> </span>Or if the
patient went to a dentist that gave them a discount on their procedures, you
may have an angry patient when they find out that you will not be in fact
giving that same discount.</span></b></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="color: #5f497a; font-family: "Adobe Caslon Pro"; mso-themecolor: accent4; mso-themeshade: 191;"><span style="mso-tab-count: 1;"> </span>Although, you
cannot control the precipitating factors, you can control how you respond to a
patient and how you handle the situation in your office. <span style="mso-spacerun: yes;"> </span>Talking to your patient in a calm manner,
where you explain to them why the policy is in place or explaining the
procedure they will go through can help to enhance the relationship and
diminish the frustration. </span></b></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-65661648948096002322014-07-09T08:30:00.000-07:002014-07-09T08:30:00.494-07:00Doctor-patient relationship
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<br />
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<a href="http://3.bp.blogspot.com/-LQHJHaQfhIk/T2U3R6FOiiI/AAAAAAAAAJg/vvDKjLxp9RY/s1600/possibleblogcover.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-LQHJHaQfhIk/T2U3R6FOiiI/AAAAAAAAAJg/vvDKjLxp9RY/s1600/possibleblogcover.jpg" height="222" width="320" /></a></div>
<div align="center" class="MsoNormal" style="text-align: center; text-indent: .5in;">
<span style="mso-no-proof: yes;"><br /></span></div>
<div class="MsoNormal" style="text-indent: .5in;">
<br /></div>
<div class="MsoNormal" style="text-indent: .5in;">
<span style="mso-no-proof: yes;">You
look at your schedule and you’re starting your day thirty minutes behind. Don’t
take that out on your patients. They deserve your attention when you enter the
room. When you walk in, ask the patient and assistant if there are any problems
that they need to discuss. Even though at times you may
spend the shortest amount of time with patients your time spent with them will
determine how they feel about the office at upcoming visits. </span></div>
<div class="MsoNormal" style="text-indent: .5in;">
<span style="mso-no-proof: yes;">The
reputation of the office rests on the doctor’s shoulders to some extent. If the
patient has a fanstic visit and then you enter in a rush, explain what you see
over the patients shoulder to the assistant, you are isolating the patient.<span style="mso-spacerun: yes;"> </span>They want to know you are interested in
them as a person not just a patient. Learning what type of communicator they
are, can also increase the overall experience for the patient because you can
communicate their needs and adjust as you need. It is important you
also know who your patients are as people, for example, do they have grandkids,
are they frearful of needles? These details can help the dental visit run more
smoothly for the patient. </span></div>
<div class="MsoNormal" style="text-indent: .5in;">
<span style="mso-no-proof: yes;">When
the visit is over, although, you may not be able to walk the patient out becaue
you will need to move to another patient, it is suggested you say thank
you for their time. Also, if you were running late, a simple, thank you for
waiting is a great way to set you apart from another office. </span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-37350213410827772014-07-07T08:30:00.000-07:002014-07-07T08:30:00.187-07:00Back office greatness
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<br /></div>
<div class="MsoNormal">
<br /></div>
<div class="separator" style="clear: both; text-align: center;">
<a href="http://4.bp.blogspot.com/-HRWeDxlUMnU/T2APnBc0uOI/AAAAAAAAAD8/ihlq2wQfqJc/s1600/1-Salt+brochure-8.5inx11in-trifold-outside.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-HRWeDxlUMnU/T2APnBc0uOI/AAAAAAAAAD8/ihlq2wQfqJc/s1600/1-Salt+brochure-8.5inx11in-trifold-outside.jpg" height="155" width="200" /></a> </div>
<div class="separator" style="clear: both; text-align: center;">
<br /></div>
<br />
<div class="MsoNormal">
<span style="font-family: "Apple Casual"; mso-no-proof: yes;">Last
week we focused on what great customer service looks like in the front office.
This week we’re going to focus on providing fantastic customer service in the
back office. As soon as patients come back to the room, it is important to have
a polite conversation with them. Ask them how they are doing, their plans for
the weekend and about their job. </span></div>
<div class="MsoNormal">
<span style="font-family: "Apple Casual"; mso-no-proof: yes;"><span style="mso-tab-count: 1;"> </span>Once the patient is sitting in the chair,
sit down facing them. It should be eye to eye contact and ask them if they are
having any pain or problems. It is suggested to have the conversation eye to
eye in order to show respect for the patient. If you are fiddling with other
things or are doing things on the computer it demonstrates a lack of caring
abou the patient. When the patient is letting you know about any problems they
are experiencing use empathetic listening. Nod, to demonstrate listnening and restate
what you think they are saying in order to clarify. </span></div>
<div class="MsoNormal">
<span style="font-family: "Apple Casual"; mso-no-proof: yes;"><span style="mso-tab-count: 1;"> </span>Once the doctor steps into the room,
rephrase what the patient told you infront of the patient. You don’t want them to
think that you are having a private conversation about them. You also don’t
want to misrepresent the problem that the patient is having. </span></div>
<div class="MsoNormal">
<span style="font-family: "Apple Casual"; mso-no-proof: yes;"><span style="mso-tab-count: 1;"> </span>If the doctor is running behind, let the
patient know how far behind and make sure they are able to continue to wait for
the dentist. People’s time is valuable and you want to make sure that they know
they are going to have t wait for the dentist and about how long it is going to
take. Patients are asked to show up early to respect the office’s time, show
them the same respect. </span></div>
<div class="MsoNormal" style="text-indent: .5in;">
<span style="font-family: "Apple Casual"; mso-no-proof: yes;">Once the appointment is over and the patient is finished,
make sure to let them know when they are needed back to the office. <span style="mso-spacerun: yes;"> </span>Something as simple as asking if they need
anything else and thanking them for coming in can be the difference between
them coming back or going to another dentist. <span style="mso-spacerun: yes;"> </span></span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-2390993426750832962014-07-02T10:45:00.000-07:002014-07-02T10:45:00.656-07:00Great Customer Service brings great patients<style>
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<a href="http://3.bp.blogspot.com/-geKw9sFuSPQ/T2VCjnjV9mI/AAAAAAAAAMU/UfEKmR_f0BY/s1600/possibleblogcover.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-geKw9sFuSPQ/T2VCjnjV9mI/AAAAAAAAAMU/UfEKmR_f0BY/s1600/possibleblogcover.jpg" height="177" width="200" /></a></div>
<div align="center" class="MsoNormal" style="text-align: center;">
<br /></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
We live in a world where some individuals have forgotten to
say hello when you walk into a business or where being rude is acceptable. With
the changes in social media and sites such as YELP some business’s bad social
media habits have been blasted across the internet. Don’t let your business be
one of them. Follow a few guidelines to improve your customer service and your
great reviews will be poring into Yelp and other review sites.<span style="mso-spacerun: yes;"> </span>This article is going to focus on the front
office.</div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
First things first, when you your patients walk in the door
the first thing they are going to see is your front office area. You will want
to make sure this area is clean of clutter. It should be organized and should
reflect the view and the mission of the office. Furniture should not be broken
and should be dust free. It is suggested that magazines be up to date.<span style="mso-spacerun: yes;"> </span>Chairs and furniture should be arranged in
away that allows all patients to easily maneuver around the office. Patient
reviews suggest that walkways should be free and clear. Flowers or a few plants
can help liven up the are and the area should be open with as much natural
light as possible but not bright or glaring. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
When your front office greets a patient, they should have a
smile on their face and dental consultant Debra Quarles suggests, “that instead
of saying how may I help you?” You say, hello this is Amnesia, I can help you
today.” This gives the impression that you are able to meet their needs no
matter what they are. Once the patient has completed their check-in process,
stating how long the wait is going to be can help minimize tension of waiting.
If you have IPAD’s in the waiting room you may want to point that out and then
ask if you can get them water. </div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Great teams are set apart from mediocre and providing great
customer service will guarantee great patients.<span style="mso-spacerun: yes;">
</span></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-55694981620921299202014-06-30T09:15:00.000-07:002014-07-02T10:39:25.102-07:00Clusters:<style>
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Looking
for nonverbal communication gestures in clusters prevents us from allowing a
single expression or movement to be the deciding factor in a conversation or
determine our thoughts about the other person’s intent. Sure, crossing
your arms over your chest can be a sign of being close-minded or resistant;
however, it could be that the person is simply chilled and forgot their
sweater. Perhaps during a conversation you develop a shooting pain in
your ankle and it shows on your face. If it happens only once the other
person will most likely disregard it. If it continues it will detract
from your message if you do not explain it. Reading a person’s tails or
clusters allows you to reevaluate the message you are delivering and make sure
that the individual is receiving the intended message.</div>
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<span style="mso-spacerun: yes;"> </span>If you are providing treatment and the patient
continuously crosses and uncrosses their legs, this is more than one isolated
movement, it’s a cluster and it may mean something is not feeling right to the
patient. Perhaps they need a break, or they are uncomfortable and don’t know
how to communicate it without words. Paying attention to the whole person
is the key to making sure you do not miss an opportunity to be helpful or to
understand fully what the other person is experiencing.<span style="mso-spacerun: yes;"> </span></div>
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When supporting
patients great customer service is the key. It will help you stand out above
the rest. This is a simple way to stand out against the crowd because you are
showing that you are able to determine the subtleties of what a patient needs. <span style="mso-spacerun: yes;"> </span></div>
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Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-40934267751116565752014-06-25T08:15:00.000-07:002014-06-25T08:15:00.272-07:00Comminunication incongruent with our body<style>
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<span style="mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">According to Albert Mehrabian only 7%
of our communication is derived from the actual words we use. While it’s
7% words, 38% is your tone and 55% is body language. When we verbalize
it’s the words, tone and expressions we use that help us communicate our
meaning. The interesting thing is if one area is incongruent to another
then we develop a lack of trust. </span></div>
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<a href="http://3.bp.blogspot.com/-uvvkFc9WWxw/U6ejk_NmlnI/AAAAAAAAGBc/Z7cafe-Dn0c/s1600/h1.png" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-uvvkFc9WWxw/U6ejk_NmlnI/AAAAAAAAGBc/Z7cafe-Dn0c/s1600/h1.png" height="147" width="200" /></a></div>
<span style="mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">In other words, I can say the right
thing during an apology but if my tone is curt or my body language is closed
off then you won’t believe me. If you don’t believe me you won’t trust
me. If you don’t trust me then our relationship is at risk.<span style="mso-spacerun: yes;"> </span>When we are discussing important patient
needs or treatment it is critical that the patient trust us. Otherwise, they
may refuse the best course of action. <span style="mso-spacerun: yes;"> </span></span></div>
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<span style="mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">In addition to choosing the right words,
we need to make sure we are congruent, that we watch for clusters of body
language as well as the context. Cluster of body language, means you take
multiple outside stimuli, sensory events, facial expressions and eye contact to
determine the message that speaker is intending. When we are listening to a
message, we sometimes attempt to interpret the message with a single signal,
however, just like in writing our body language is displayed in a sentence and
in order to avoid a miscommunication we need to put it all together. </span></div>
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<span style="mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">When we are in front of the patient and
discussing a treatment plan, if we are avoiding eye contact or talking fast we
may give the patient the message that their treatment is not important.<span style="mso-spacerun: yes;"> </span>Be careful of the message you deliver, your
patient’s are the reason you are there and the relationship is critical for the
success of your patients and your practice. <span style="mso-spacerun: yes;"> </span></span></div>
<br />
<br />
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Lenora Milligan is a
coach consultant with Salt Dental Practice Management. </i></span></div>
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Original Article published by </i></span>
</div>
<div align="center" class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;">Tri-County Dental Society</span></div>
<div style="text-align: center;">
<span style="font-size: x-small;">Continue learning by subscribing to our posts. Check out updated positive quotes for your life on <a href="https://www.facebook.com/SaltDentalPracticeManagement?ref=hl">Facebook</a> and <a href="http://twitter./">Twitter </a>And in need of something more, check out our website for <a href="http://www.saltdpm.com/">speaking engagements, books and freebies</a> for you office. </span></div>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-13675930446135037252014-06-23T08:15:00.000-07:002014-06-23T08:15:00.342-07:00Act it out<style>
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<a href="http://4.bp.blogspot.com/-VeyKl_N1N70/T2APLAmJsGI/AAAAAAAAADk/dhIgCDTykNw/s1600/Salt+brochure-8.5inx11in-trifold-outside.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-VeyKl_N1N70/T2APLAmJsGI/AAAAAAAAADk/dhIgCDTykNw/s1600/Salt+brochure-8.5inx11in-trifold-outside.jpg" height="155" width="200" /></a></div>
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<br />
<div style="text-align: center;">
<b>How do we utilize the data given on communication?<span style="mso-spacerun: yes;"> </span></b></div>
<span style="color: #6aa84f;"><span style="font-family: "Courier New",Courier,monospace;"><span style="font-size: small;"><br /></span></span></span>
<span style="color: #6aa84f;"><span style="font-family: "Courier New",Courier,monospace;"><span style="font-size: small;">It is much easier to communicate in person
because we have the opportunity to use all of our tools. What about text message, emails, written
correspondence, phone calls and messages?
Suddenly our tool box is lacking.
When answering the phone we use only words and tone. Written correspondence uses only words. So the words we choose are very
important. And we should all be using
the same words to describe the same situation otherwise we create confusion. If the doctor calls a child pulpotomy a “baby
root canal” then the entire team had better use the same phrase. If our
patients are called guests by only half of the team then it loses its
impact. Take time out of providing care
to develop you and your team’s communication ability. </span></span></span><br />
<div class="separator" style="clear: both; text-align: center;">
<a href="http://3.bp.blogspot.com/-ccZOFjcAXr4/U6aAXwuZQKI/AAAAAAAAGBE/Fbi38drEYUc/s1600/face.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-ccZOFjcAXr4/U6aAXwuZQKI/AAAAAAAAGBE/Fbi38drEYUc/s1600/face.jpg" height="164" width="200" /></a></div>
<span style="color: #6aa84f;"><span style="font-family: "Courier New",Courier,monospace;"><span style="font-size: small;"><br /></span></span></span>
<span style="color: #6aa84f;"><span style="font-family: "Courier New",Courier,monospace;"><span style="font-size: small;">Build the skills required to master 7/38/55
by role playing situations as a team or by playing team building games
together. Put your team into pairs, have
one person be the talker and the other the listener for one minute, repeating
the exercise twice. Prepare each group
individually by telling the talkers what topic you want them to talk
about. Then tell the listeners in the
group to act bored or slightly uninterested during the first minute and then
have them be an active, participating listener during the second minute. Afterward, ask the talkers how it felt the
first time versus the second, what did they think, feel and conclude. What
impact did it have on their ability to talk?
Ask the listeners what they experienced; did they actually “hear” what
was said the first minute? What was
different the second time? Think about
the results you get from this exercise in relation to your communication with
patients. </span></span></span><br />
<br />
<span style="color: #6aa84f;"><span style="font-family: "Courier New",Courier,monospace;"><span style="font-size: small;">There are so many things that
can distract us from focusing on our communication, each one is usually
important and must be taken care of, however, make sure that you shut out the
outside world for that one or two minute conversation with your patients. It can make the difference in having your
patients understand and accept the treatment they need or walking away feeling
unheard or confused.</span></span></span><br />
<br /></div>
<div class="MsoNormal" style="mso-outline-level: 1;">
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Lenora Milligan is a
coach consultant with Salt Dental Practice Management. </i></span></div>
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Original Article published by </i></span>
</div>
<div align="center" class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;">Tri-County Dental Society</span></div>
<div style="text-align: center;">
<span style="font-size: x-small;">Continue learning by subscribing to our posts. Check out updated positive quotes for your life on <a href="https://www.facebook.com/SaltDentalPracticeManagement?ref=hl">Facebook</a> and <a href="http://twitter./">Twitter </a>And in need of something more, check out our website for <a href="http://www.saltdpm.com/">speaking engagements, books and freebies</a> for you office. </span></div>
<a href="http://saltdentalpracticemanagement.blogspot.com/"><span style="color: blue; font-family: "Times New Roman"; font-size: 12.0pt; line-height: 115%; mso-bidi-font-size: 10.0pt; mso-fareast-font-family: "Arial Unicode MS"; mso-hansi-font-family: "Arial Unicode MS";"></span></a></div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-76791971602101707352014-06-18T06:30:00.000-07:002014-06-22T00:10:13.970-07:00Congruence: Do the words match the tone and delivery of the message?<style>
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<span style="mso-spacerun: yes;"></span>If I’m giving someone bad news,
am I standing or sitting in a way that reflects my concern?<span style="mso-spacerun: yes;"> </span>Using words that express empathy?<span style="mso-spacerun: yes;"> </span>Is my tone soft and understanding?<span style="mso-spacerun: yes;"> </span>Or am I smiling and laughing with a team mate
as I walk into the room and deliver the news?<span style="mso-spacerun: yes;">
</span>Congruency is harder than most people think.<span style="mso-spacerun: yes;"> </span>With all the technology we have in our lives
it’s easy to allow ourselves to believe we can multitask and still maintain
effective communication.<span style="mso-spacerun: yes;"> </span>You
cannot.<span style="mso-spacerun: yes;"> </span>To be congruent you must be
focused on what you are saying, how you are saying it and what your gestures or
expressions may be interpreted as meaning.<span style="mso-spacerun: yes;">
</span>Any distraction can take away the impact for the listener. <span style="mso-spacerun: yes;"> </span><br />
<br />
Checking your phone, rummaging through a
drawer, or trying to fix a problem with your hand piece while talking, is
distracted talking.<span style="mso-spacerun: yes;"> </span>While the results of
distracted talking are not as physically detrimental as distracted driving, it
certainly can kill the results you are trying to achieve.<span style="mso-spacerun: yes;"> </span>Being trained to verbalize by rote, or having
“canned” speeches and responses can take away congruency as well. While I love
scripting in the office to make sure everyone is singing the same tune, it must
always include leeway for injecting your unique personality allowing the words
and meanings to flow naturally in spite of the script.<br />
<br />
When I think about
incongruence I always think of the movie, <i style="mso-bidi-font-style: normal;">Trains,
Planes and Automobiles</i>.<span style="mso-spacerun: yes;"> </span>The scene
where Steve Martin is standing in front of the airline ticket counter wearing a
tire around his chest, in obvious dishabille and distress and the agent looks
up with a big smile and asks, “How are you today?” in a cheery voice.<span style="mso-spacerun: yes;"> </span>He loses it, as most of us would in a similar
situation.<span style="mso-spacerun: yes;"> </span>That is classic incongruence.<br />
<br />
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Lenora Milligan is a
coach consultant with Salt Dental Practice Management. </i></span></div>
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Original Article published by </i></span>
</div>
<div align="center" class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;">Tri-County Dental Society</span></div>
<div style="text-align: center;">
<span style="font-size: x-small;">Continue learning by subscribing to our posts. Check out updated positive quotes for your life on <a href="https://www.facebook.com/SaltDentalPracticeManagement?ref=hl">Facebook</a> and <a href="http://twitter./">Twitter </a>And in need of something more, check out our website for <a href="http://www.saltdpm.com/">speaking engagements, books and freebies</a> for you office. </span></div>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-92038982836002714362014-06-16T07:30:00.000-07:002014-06-16T07:30:00.018-07:00Context: <style>
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<a href="http://2.bp.blogspot.com/-R08DEo5MUJ8/T2I1-m5xquI/AAAAAAAAAHE/pDuQHGFefr4/s1600/Lenora+Head+SHot.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://2.bp.blogspot.com/-R08DEo5MUJ8/T2I1-m5xquI/AAAAAAAAAHE/pDuQHGFefr4/s1600/Lenora+Head+SHot.jpg" height="200" width="167" /></a></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: "Abadi MT Condensed Light"; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">The context of communication between
patient and doctor includes the environment where the situation is taking
place. It can include the history between the people involved, as well as
each person's role in the communication.</span></b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: "Abadi MT Condensed Light"; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">For example- an interaction between the
dentist and patient may take place in the treatment room. Whether the
doctor is standing or sitting is critical to context. If the doctor is
behind the patient then the patient is left with only two of the three ways to
discern the nuances in the communication. This will hamper your success
with the conversation. If the doctor is in front of the patient, then the
patient has all three ways of accessing things: words, tone and body
language. Understanding context is important, as it is the foundation of
the relationship you are building. If there is a history of
non-compliance with the patient then the frustration that causes the doctor and
team may show in your tone or gestures, hampering your ability to convince the
patient of the needed treatment.</span></b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: "Abadi MT Condensed Light"; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">The history between the doctor and the
patient is critical to the conversation between them. If there is a trusting relationship
then the communication is going to look and sound different versus the patient
that does not have a good relationship with the doctor. It sets the tone for everything that happens during the visit.</span></b></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: "Abadi MT Condensed Light"; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";">Each person has an individual role
during the conversation. Someone is the receiver, while the other person is the
communicator. The receiver is the person who is taking the information in,
while the communicator is the person delivering the message. The relationship,
context, and history will impact the message that is given as well as the
message that is received. </span></b><br />
<br />
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Lenora Milligan is a
coach consultant with Salt Dental Practice Management. </i></span></div>
<div class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;"><i>Original Article published by </i></span>
</div>
<div align="center" class="MsoNormal" style="text-align: center;">
<span style="font-size: x-small;">Tri-County Dental Society</span></div>
<div style="text-align: center;">
<span style="font-size: x-small;">Continue learning by subscribing to our posts. Check out updated positive quotes for your life on <a href="https://www.facebook.com/SaltDentalPracticeManagement?ref=hl">Facebook</a> and <a href="http://twitter./">Twitter </a>And in need of something more, check out our website for <a href="http://www.saltdpm.com/">speaking engagements, books and freebies</a> for you office. </span></div>
</div>
</div>
Unknownnoreply@blogger.com0tag:blogger.com,1999:blog-1598255947495408952.post-11137452280312861582014-06-11T08:30:00.000-07:002014-06-15T15:51:22.455-07:00Communication between the doctor and patient<style>
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<br />
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<a href="http://3.bp.blogspot.com/-egDcAKEFEQk/T9APSvmqJ5I/AAAAAAAAADM/m31Bmfq2UW8/s1600/Lenora+Head+SHot.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" src="http://3.bp.blogspot.com/-egDcAKEFEQk/T9APSvmqJ5I/AAAAAAAAADM/m31Bmfq2UW8/s1600/Lenora+Head+SHot.jpg" height="200" width="167" /></a></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
Communication encompasses so much more than the words we
choose.<span style="mso-spacerun: yes;"> </span>Communication between a doctor
and patient is the basis of success in the dental practice.<span style="mso-spacerun: yes;"> </span>With excellent communication patients can
develop a high level of trust with their provider which makes every encounter
you have a much more rewarding experience for everyone.<span style="mso-spacerun: yes;"> A patient who first enters the office is analyzing the visit from start to finish. The first impression is the most important. </span></div>
<div class="MsoNormal">
<a href="http://4.bp.blogspot.com/-XgSFKBzKDDY/UEQR8PauFzI/AAAAAAAAAEs/1O1tUfrsCtQ/s1600/Salt+brochure-8.5inx11in-trifold-outside.jpg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" src="http://4.bp.blogspot.com/-XgSFKBzKDDY/UEQR8PauFzI/AAAAAAAAAEs/1O1tUfrsCtQ/s1600/Salt+brochure-8.5inx11in-trifold-outside.jpg" height="155" width="200" /></a>7/38/55 I’m sure you have heard these numbers before, but
they are so important that they bear repeating and usually prompt important
discussions at home and in the work place.<span style="mso-spacerun: yes;">
</span>These percentage are the result of two research studies (Mehrabian &
Wiener, 1967 and Mehrabian & Ferris, 1967) combined that resulted in the 7/38/55
formula.
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<span style="font-family: Calibri; font-size: 11.0pt; line-height: 115%; mso-ansi-language: EN-US; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-bidi-theme-font: minor-bidi; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">According to Albert
Mehrabian only 7% of our communication is derived from the actual words we use.<span style="mso-spacerun: yes;"> </span>While it’s 7% words, 38% is your tone and 55%
is body language.</span>
<br />
<br /></div>
<div class="MsoNormal">
<br />
<div class="MsoNormal" style="text-align: center;">
<i>Lenora Milligan is a
coach consultant with Salt Dental Practice Management. </i></div>
<div class="MsoNormal" style="text-align: center;">
<i>Original Article published by </i>
</div>
<div align="center" class="MsoNormal" style="text-align: center;">
<span style="font-size: 20.0pt;">Tri-County Dental Society</span></div>
<div style="text-align: center;">
<div style="text-align: center;">
</div>
Continue learning by subscribing to our posts. Check out updated positive quotes for your life on <a href="https://www.facebook.com/SaltDentalPracticeManagement?ref=hl">Facebook</a> and <a href="http://twitter./">Twitter </a>And in need of something more, check out our website for <a href="http://www.saltdpm.com/">speaking engagements, books and freebies</a> for you office. </div>
<div class="MsoNormal">
<span style="font-family: Calibri; font-size: 11.0pt; mso-fareast-font-family: Calibri; mso-no-proof: yes;"><br /></span></div>
</div>
Unknownnoreply@blogger.com0