Past the pleasantries, now what?

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.  

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.

 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.  

Great communication is not built over night. Practice this simple technique to improve. 

Great communication takes time and great teams. For more information contact Salt.

Salt Dental Practice Management

Article was first published by Tri-County Dental Society

Empathetic listening

Empathetic listening can help you hear the message being communicated without other noise getting in the way. It is important to be a good listener in order to communicate more effectively.  Empathetic listening has five distinct characteristics that you can implement to instantly improve your listening skills.

It is easy, when someone is talking, to think about how you are going to respond to what they are saying. However, if you are using good listening skills, you are able to hear more of the actual message being expressed. Repeat part of your co-workers response as you are responding.

 Ask clarifying questions if you are unsure and allow them the opportunity to complete what they are saying without jumping over them. Individuals at times don’t want to admit that they don’t know. But it is perfectly okay to not have all the answers.

Make eye contact. When you are looking at the person that is speaking, you tend to focus more on what they are saying and less on your to do list. Be aware of different cultures however, some cultures looking someone in the eye maybe considered rude.

Rephrase the message. By restating what you think you hear someone say it helps clarify any miscommunications before they occur. This will give the individual an opportunity to re-explain if you are confused about anything. 

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.

Are you a passive communicator?

Individuals communicate in a distinct style.  Each style has a set of unique characteristics. If you are aware of your own communication style it will help you to communicate more effectively with others. However, it can also help you to better establish a relationship with patients and co-workers.   

Passive communicators may talk without expressing their opinion. They may have low self-esteem and believe that their opinion is not important.  Individuals who are passive in their dialogue may shy away from heated discussions and do not typically share their feelings about situations. When they are unhappy they may not say anything until it bubbles over.

How to communicate with passive patients:

If this type of communicator is a patient in your office, it will be important to develop a trusted relationship. Help them to express their opinion, especially about their dental care. When asking questions, you should use empathetic listening skills and ask supportive follow up questions that demonstrate a caring attitude. Stay calm when talking to individuals with this type of style and give them facts to support the information you are sharing with them.

How to communicate with passive co-workers:

It can be difficult to work with someone that doesn’t express their opinions or someone that doesn’t get angry until it has boiled over and then they apologize for getting angry. When working with a co-worker that is passive it is important to again use empathetic listening. Give them opportunities to express their opinion when they are not on the spot.  If you have to talk to them about a situation, it is recommended that you use a calm tone and do so in private.

The key to communication is making sure that you deliver a message that is received. By understanding different communication styles you can more efficiently communicate with the individuals around you.  

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.