Keep Your Most Important Instrument Sharp with these Tips
Where would we be if, suddenly, we could not communicate with each other?
Life as we know it would grind to a halt – businesses could not run, traffic could not flow, and families and livelihoods and dreams would never be the same.
Communication is the process of exchanging information, ideas, and thoughts between two or more people or systems. Effective communication, however, is a skill that can be learned and improved and can become the most important instrument on your “tray” for your patients.
In an ever-changing world, we depend on data to move from point A to point B to keep life running. It is a tool that helps people to build connections and relationships with each other, their peers, and their businesses. Effective communication is crucial in every aspect of life – and the dental office is no different.
Effective communication is necessary to avoid misunderstandings and to prevent any conflict that may arise. Poor communication in the workplace can throw everything out of order, drama can take over, and your business will ultimately suffer – and it is straight forward to avoid with the right tools. Your patients are also part of this network of communication. If you include them in the process of their treatment and communicate with them effectively, you will increase productivity for yourself and your practice.
The majority of patients think that treatment is optional. How can you communicate so they understand the right choices for their oral health?
Generally, in most offices, the practice case acceptance rate is around 42%. But if we ensure that we do a better job building trust, making our patients feel they are being well cared for, and ensuring that they understand how to take ownership of their problems, we can increase this number substantially.
The greatest instrument on your tray isn’t your output, but the input – it is your listening skills.
The more complex the treatment plan, the more important this skill becomes. Research shows that patients discuss their medical concerns for an average of 18 seconds before they are interrupted by health care providers – and how can we convince them that we hear their issue and want to correct it if we don’t listen to them to begin with?
Many roadblocks get in the way of listening to our patients. Personal bias, interruptions, time restraints, and office distractions will get in the way of active listening. And, most often, we listen to respond instead of listening to understand.
Taking the time to listen to your patient shows that you care, and will make it easier for you to fit the treatment into their goals, lifestyle, or budget.
The second most vital tool is asking questions. We often don’t ask questions because we assume we know everything about the topic and feel awkward asking a patient to clarify what they may mean. You never know if a small detail or nagging concern may indicate a bigger problem or a different possible diagnosis. Questions will show your patient that their opinion matters and will help you to avoid any potential misunderstanding.
We must also never ignore the value of visual aids in communication. Most people are visual learners, yet we still talk AT our patients, not TO our patients. Pictures and visuals should be up and ready to show the patient their area of concern. The old saying that a “picture is worth a thousand words” still stands true in the dental office. Or, in this case, a picture could be worth thousands of dollars.
In addition to this, another invaluable visual aid for you is to watch your patient’s body language. This will tell you how they are responding to your message. Are they smiling, frowning, or rolling their eyes? Do they look away when they speak? These are non-verbal signs that can help facilitate your next steps. The next time you discuss treatment with your patient, observe their body language and see how it affects the dialogue.
When you finish presenting the treatment, remember to summarize, repeat, and ask. Break down the conversation to a final statement, give them the most important details again, then make sure to ask if they have questions.
This has a few benefits:
- It clarifies what was discussed, so you are both aligned.
- Your patient can confirm what they heard.
- You will reduce future disagreements – you are on the same page.
But what happens if these tools are not utilized or the opposite advice is put into effect? This communication breakdown will result in low acceptance rates and potential patient loss. This breakdown can be responsible for millions of dollars worth of dentistry in your patient charts.
How can we avoid the common causes of miscommunication?
- Don’t send an email and assume that it has been read. Many people miss emails or don’t realize they may be important. There are two parts to communication that both parties are responsible for: sending the message and ensuring it is understood.
- Don’t assume others understand how you communicate. Not everyone communicates the same way. It is always best to understand the different styles and communicate how they like to be expressed.
- Don’t assume that people know what you are talking about. Never assume that your patient knows the cost or the meaning of their diagnosis to their overall health.
Improving communication is a conscious effort for you, your team, and your patient. Communication is an important part of your daily role as a dentist. Your professional and personal growth plans should include training and skills to best utilize the instruments on YOUR tray.
Developing these skills is a lifelong process, but it is worth the effort to obtain the benefits – increased knowledge, more self-confidence, higher case acceptance, and a smoothly-operating, profitable dental practice.
About the Author
Linda loves results! She realizes that to be a successful leader, you must understand the impact of change on a team. She gained her knowledge and experience through developing her roles within the practice of dentistry, as well as through continuing education and then as a practice management coach serving dentists across North America. She is also a past member of the Academy of Dental Management Consultants. As a coach, Linda recognizes talent, skills and knowledge in people. She facilitates workshops on the business of dentistry and is the instructor of the Dental Practice Management Certificate course at the University of Toronto Dental School Department of Continuing Education. She believes that with understanding and humour, a team will embrace change to achieve the desired results.