Dental Practice Management- Ch 61 Completed

What are general categories of communication?

verbal and nonverbal

closed ended questions usually begin with words such as?

is

fears based on feelings, attitudes, and concerns that developed at the suggestion of peers, parents and other individuals

subjective fear

what is the most important public relations tool in a dental practice?

Telephone

what is a good phone skill

using the callers name

letter format where text is flushed with left margin with indented paragraphs

semi-block

__ marketing includes health fairs, in school presentations, and working with senior citizens

External

the key to a successful work environment is

teamwork

what minimizes stress in the dental office

good communication

which human behavior factor is most significant when analyzing a highly diverse society

culture

what is peer pressure

adaptation of personal behavior to fit in

why do we use closed ended questions?

to confirm information

how should a DA react if a patient begins to move restlessly, sweating and appears to be agitated

ask if PT is in pain and assure that everything is fine

what is nonverbal communication

expressed through body language and eye expression

what is a characteristic of goof listening skills

should not be influenced by the speakers appearance

what is required to be a good team member

be flexible and receptive to change

what is conflict

differences

good communication with dental team members will most likely help build the dental practice

PT will refer others to the office

what occurs when a parents tells a child will result in a cavity and a shot

acquired fear

what should be included in a message

callers name, phone number, and reason for call

what information should be included when dictating a message into
the answering machine

brief instructions for the caller

when completing written correspondence to insurance carriers, which information should be included

PT name, address, and identification number

an example of a written message is what?

letters, memos, faxes

electronic communication is the digital exchange of information like an email, text message, and blogs

true

interpersonal conflict occurs when members of the team disagree about a given situation

False

Good communication is the backbone of a well-run organization

true

Cultural Diversity

Differences must be understood

Gender

Race

Cultural heritage

Age

Physical abilities

Spiritual beliefs

Social Attitudes

Social attitudes influence behavior and a cultural way of thinking

Peer Pressure

We often have the tendency to adapt our behavior so as to fit in with a particular group

Peer pressure is seen when a person conforms to the general behavior of a group of peers in an attempt to feel more acceptable within that group

Peer pressure can have a negative or positive effect

Communication Pathways

Communication is one of the most important aspects of a dental assistant’s job

We spend most of our day communicating with others

We communicate with words, facial expressions, appearance, gestures, mannerisms, listening, voice inflection, attitudes, and actions

The two parts of the message identified above are grouped into the two general categories of verbal and nonverbal communication

Verbal Communication

Verbal communication is made up of the words we use

Words are important

• Always select words that will not frighten, intimidate, or upset a patient

Voice quality (Is your voice calming or startling)

Asking questions

• Closed-ended questions (yes/no)

• Open-ended questions

Nonverbal Communication

Body language

• What messages are we sending through the body language.

• The way we carry ourselves and move about

Posture, movements, and attitudes transmit major messages

Facial expressions indicate a wide range of emotional states

Listening Skills

To be a good listener:

Don’t let your mind wander

• Put aside personal concerns while the patient is talking

Don’t concentrate on formulating a reply

• Concentrate on what the patient is actually saying

Look as well as listen

• Pick up both the verbal and nonverbal information the patient is transmitting

Communicating with Colleagues

Working in a positive, challenging, and stress-free environment is what everyone wants from their place of employment

• A patient can tell right away what level of harmony exists in a particular dental setting

The one key to a successful work environment is TEAMWORK

Being a Team Member

Be flexible and receptive to ways responsibilities are performed

Be self-confident and use self-initiative when it is time to get things done (Be a Self Starter, be willing to help out)

Show appreciation to coworkers

Think before speaking

Do not let your emotions get overly involved

Remember that the first impression is not always the right one

Share the ups and downs of the day

“Your way” may not always be the right way

Communicating with Patients

Effective communication is important in achieving patient satisfaction

Patients who have good relationships with their dentist and the dental staff are likely to:

• Stay with the practice

• Accept the treatment presented to them

• Pay for their treatment on time

• Refer other patients to the practice

Psychological Needs

More obvious when a patient appears tense, suspicious, apprehensive, and resistant to suggested treatment

One major factor is the patient’s current life situation (Is there abuse going on with that person)

Other important factors are:

Previous dental experiences

Attitudes and beliefs about the importance of his or her teeth

Anxiety and Fear of Pain

For many patients, it is the expectation of pain, not actual pain, that causes the greatest distress

Subjective fears, also known as acquired fears, are based on feelings, attitudes, and concerns that have developed at the suggestion of peers, siblings, parents, or other individuals

Objective fears, also known as learned fears, are those related to the patient’s experiences and his or her own memories of those experiences

Financial Needs

Often, a major obstacle to patient acceptance is the cost of treatment

Patients may believe that:

The fees are too high

They are unable to afford the treatment

That they do not need the treatment

Many people do not equate dental care with basic human needs such as shelter and food

Getting people to understand the benefits and advantages of appropriate treatment requires good communication skills

Phone Skills

The phone is your most important piece of equipment used in public relations

Most patients make their first contact with the dental office by phone

The first contact, the patient forms an opinion of the practice.

Callers Wanting to Speak to the Dentist

The dentist should not be interrupted at chairside to come to the phone

Phone interruptions may do the following:

Reduce productivity and cause treatment delays

Are inconsiderate to the seated patient

Make it difficult for the dental team to maintain infection control protocols

The most common exceptions for which a dentist should come to the phone are to talk with another dentist, the dental laboratory technician, or an immediate family member

Types of Business Letters

Many practices send letters to their patients for a variety of reasons, including:

Welcome to the practice

Congratulations

Acknowledgment of a referral

Completion of an extensive case

Continuing care (recall)

Missed appointment

Proposed treatment

Collection of payment

Types of Practice Marketing

1. EXTERNAL MARKETING activities take place outside the office and are directed to people who are not patients

Activities include:

Health fairs

Presentations to schoolchildren or senior citizen groups

External marketing activities may require staff members’ participation in the community

2. Internal marketing strategies are those activities and promotions that are targeted to current patients of the practice

Publishing a practice newsletter

Developing promotional materials for insertion into monthly statements

Sending flowers or other appropriate “thank you” gifts to those who refer new patients to the practice

Sending birthday or other special occasion cards to patients

Sponsoring giveaways, office open hours, and other promotional events

Dental Office Newsletter

The newsletter represents a valuable communication tool for the practice

Purposes include the following:

Keeping patients aware of new technology and treatment advances

Keeping in touch with the dentist and members of the dental team

Listing patients’ names as referral sources or contest winners

Note: Names are used only with the patients’ permission

Announcing other changes that have taken place within the practice