Effective Patient
Communication:
What are you really saying???
Brooke Elmore, DDS, FAGD
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“A man is seldom better than his
conversation.”
-German Proverb
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Three Elements of
Communication
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Three Elements of
Communication
WORDS
TONE
BODY
LANGUAGE
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Your Body Language says
it all…
• Posture/Position
• Facial Expression
• Eye Contact
• Body Movement
• Active Listening
• Distracting Habits
• Enthusiasm
• Dress
• Attentiveness
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It’s not
WHAT
you say...It’s WHAT
you DO!
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Know Your Patient
First described by William Marston (1928)
Adapted by Walter Clarke (1950s) for business models
T
A
S
K
D
C
Tell-Extrovert
Ask-Introvert
I
S
P
E
O
P
L
E
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DiSC
1. Is this person a “tell” or an “ask” person?
2. Is this person a “task” or “people” person?
D
Tell-Extrovert
I
P
E
T
A
Dominance-Hummer
Influence-CorvetteO
P
S
L
K
E
Ask-Introvert
Conscientiousness-Subaru Steadiness-Minivan
C
S
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D=DOMINANCE
• Focuses on accomplishing results, bottom line,
confidence
• Behaviors-big picture, blunt, accepts challenges, gets
to point
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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D=DOMINANCE
• Trigger Words-Control, Time, Efficiency, Strength,
Results, Action
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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I=INFLUENCE
• Emphasis on influencing or persuading others,
openness, relationships
• Behaviors-enthusiasm, optimism, collaboration,
dislikes being ignored
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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I=INFLUENCE
• Trigger Words-YOU, Feel/Look, Fun, Freedom, People
Focused, Motivating, Optimistic
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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S=STEADINESS
• Emphasis on cooperation, sincerity, dependability
• Behaviors-doesn’t like to be rushed, calm, supportive
actions, humility
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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S=STEADINESS
• Trigger Words-belonging, normal, comfortable,
harmony, predictable, loyal, stability
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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C=CONSCIENTIOUSNESS
• Emphasis on quality and accuracy, expertise,
competency
• Behaviors-independent, objective reasoning, details,
fears being wrong, statistics
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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C=CONSCIENTIOUSNESS
• Trigger Words-details, study, data, correct, weigh pros
vs. cons, accuracy
Tell-Extrovert
T
A
S
K
D
I
C
S
P
E
O
P
L
E
Ask-Introvert
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Where do you fit in?
Tell-Extrovert
D
I
P
E
10-15%O
P
L
E
T
A10-15%
S
K
C
10-15%
S
Ask-Introvert
60-70%
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You have Mastered
DiSC when…
• Identify where others fit
in a short amount of time
• Others cannot easily
identify what you are
• Attempt to mirror who
you are communicating
with
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Speak the Same Language
• Team synonymous in
verbiage
• Educate your team
• Use buzz words
• Build team up in front of
patients
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2 in 1 Transfer
• Patient is never “alone”
• What does your patient feel is important
• Verbal repetition
• Emotional vs. technical
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How Our Office Flows
Front desk
Assistant
Doctor
Assistant
Finance
Coordinator
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VIP Mentality
• Cultivate mentality
• From front office to back office
• M.M.F.I.
– M-Make
– M-Me
– F-Feel
– I-Important
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Talk to your patient like an
old friend…
• Introduction
• Reviewing x-rays
• Document findings with
“Alerts”
• During exam
• Tell them what you are
doing and why it’s important
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Chairside Pointers
• Take your mask off…and your
loupes!!!!!
• Sit patient upright when
discussing treatment
• Sit slightly below eye level
• Eye contact
• Remember non-verbal
communication
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Use Visual Aids
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Remember…
• Your TEAM is your biggest advocate
• Patients typically feel more comfortable
with staff
• They know the SECRETS!!!!
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Presenting Treatment
• Don’t be too technical
• KISS Rule
• Financials-worst case scenario but hope
for the best
• Give them all options…always make your
recommendation clear
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Radio Communication
From the front to the back…
It keeps us all “IN TUNE”
when it comes to patient
care!
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Effective Communication
will help you Avoid Many
Pitfalls!
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Key to effective patient communication
is…
Treating them as THEY
want to be treated.
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A Big Thanks to Our Team!
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