Copyright 2003, Elsevier Science (USA). All rights reserved. Communication in the Dental Office Chapter 61 Copyright 2003, Elsevier Science (USA). All.

Copyright 2003, Elsevier Science (USA). All rights reserved.

Communication in the Dental Office

Communication in the Dental Office

Chapter 61Chapter 61

Copyright 2003, Elsevier Science (USA).

All rights reserved. No part of this product may be reproduced or transmitted in any form or by any means, electronic or mechanical, including input into or storage in any information system, without permission in writing from the publisher.

PowerPoint® presentation slides may be displayed and may be reproduced in print form for instructional purposes only, provided a proper copyright notice appears on the last page of each print-out.

Produced in the United States of America

ISBN 0-7216-9770-4


IntroductionIntroductionGood communication in all forms is the backbone of a well-run organization. Learning about interpersonal communication allows us to communicate what we mean and to interpret what others say and do correctly.

Good communication in all forms is the backbone of a well-run organization. Learning about interpersonal communication allows us to communicate what we mean and to interpret what others say and do correctly.


Verbal communication is made up of the words, either written or spoken. Select words that will not frighten, intimidate, or upset a patient.

Verbal communication is made up of the words, either written or spoken. Select words that will not frighten, intimidate, or upset a patient.

Communication Pathways Communication Pathways


Table 61-1 Effective Words for Patient Interaction Table 61-1 Effective Words for Patient Interaction


Nonverbal communication• Body language• The messages we send• The way we carry ourselves and move

about• Gestures• Tone of voice• Facial expressions

Nonverbal communication• Body language• The messages we send• The way we carry ourselves and move

about• Gestures• Tone of voice• Facial expressions

Communication Pathways cont’d Communication Pathways cont’d


Table 61-2 Nonverbal Communication Table 61-2 Nonverbal Communication


Do not let the mind wander.• Put aside personal concerns while the

patient is talking. Do not 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.

Do not let the mind wander.• Put aside personal concerns while the

patient is talking. Do not 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.

Listening Skills Listening Skills


Differences in race, gender, cultural heritage, age, physical abilities, and spiritual beliefs are variations that must be appreciated and understood when working with patients and other staff members.

Differences in race, gender, cultural heritage, age, physical abilities, and spiritual beliefs are variations that must be appreciated and understood when working with patients and other staff members.

Cultural Diversity Cultural Diversity


Psychological• Previous dental experiences • Attitudes and beliefs about the

importance of their teeth

Psychological• Previous dental experiences • Attitudes and beliefs about the

importance of their teeth

Patient’s NeedsPatient’s Needs


Anxiety and fear of pain• Subjective fears, also known as

acquired fears and based on feelings, attitudes, and concerns that have developed at the suggestions of peers, siblings, or other adults.

• Objective fears, also known as learned fears, are related to the patient's experiences and recall of those experiences.

Anxiety and fear of pain• Subjective fears, also known as

acquired fears and based on feelings, attitudes, and concerns that have developed at the suggestions of peers, siblings, or other adults.

• Objective fears, also known as learned fears, are related to the patient's experiences and recall of those experiences.

Patient’s Needs cont’dPatient’s Needs cont’d


Positive atmosphere Sincerity Show respect Respect the patient's time Resolve complaints/misunderstandings Remain approachable Respect patient confidentiality

Positive atmosphere Sincerity Show respect Respect the patient's time Resolve complaints/misunderstandings Remain approachable Respect patient confidentiality

Meeting Patient’s Needs Meeting Patient’s Needs


The most important tool in public relations.• Smile. • Never chew gum, eat, or drink. • Speak directly into the phone. • Speak clearly and slowly.• Identify the practice and yourself.• Ask who is calling. • Ask how you may help the caller.

The most important tool in public relations.• Smile. • Never chew gum, eat, or drink. • Speak directly into the phone. • Speak clearly and slowly.• Identify the practice and yourself.• Ask who is calling. • Ask how you may help the caller.

Telephone Skills Telephone Skills


Answering machine Voice mail Headsets Pager Facsimile (FAX) machine

Answering machine Voice mail Headsets Pager Facsimile (FAX) machine

Telephone Equipment Telephone Equipment


Business letters must be concise, accurate, neat, and proofread for spelling and grammatical errors.

Business letters must be concise, accurate, neat, and proofread for spelling and grammatical errors.

Written Communications Written Communications


Parts of a Letter• Heading: Consists of the letterhead.• Opening: Consists of whom the letter is

being written to, inside address, date, and salutation.

• Body: The subject of the correspondence.

• Closing: A few words saying goodbye to the reader.

Parts of a Letter• Heading: Consists of the letterhead.• Opening: Consists of whom the letter is

being written to, inside address, date, and salutation.

• Body: The subject of the correspondence.

• Closing: A few words saying goodbye to the reader.

Business Letters cont’dBusiness Letters cont’d


Fig. 61-8 Parts of a letter.Fig. 61-8 Parts of a letter.


Welcome to the practice Congratulations Acknowledgment of a referral Completion of an extensive case Continuing care (recall) Missed appointment Proposed treatment Collections

Welcome to the practice Congratulations Acknowledgment of a referral Completion of an extensive case Continuing care (recall) Missed appointment Proposed treatment Collections

Letters to Patients Letters to Patients


Activities involved in attracting and retaining satisfied patients in the practice.• Goals• Planning• Budget

Activities involved in attracting and retaining satisfied patients in the practice.• Goals• Planning• Budget

Marketing Your Dental Practice Marketing Your Dental Practice


External marketing activities

• Health fairs• Presentations to schoolchildren• Presentations to senior citizen groups

Internal marketing strategies • Newsletter • Promotional materials • Special occasion cards

External marketing activities

• Health fairs• Presentations to schoolchildren• Presentations to senior citizen groups

Internal marketing strategies • Newsletter • Promotional materials • Special occasion cards

Types of Practice Marketing Types of Practice Marketing


The key to a successful work environment is TEAMWORK.

The key to a successful work environment is TEAMWORK.

Communicating With Colleagues Communicating With Colleagues


Be flexible and receptive. Be a go-getter. Show appreciation. Think before speaking. Do not let your emotions get involved. The first impression is not always the

right one. Share the ups and downs of the day. Your way is not always the right way.

Be flexible and receptive. Be a go-getter. Show appreciation. Think before speaking. Do not let your emotions get involved. The first impression is not always the

right one. Share the ups and downs of the day. Your way is not always the right way.

Being a Team Member Being a Team Member


Causes • Lack of sufficient staff • Appointment overbooking • Multiple tasks required

simultaneously • Lack of good communication • Perceived lack of job advancement

Causes • Lack of sufficient staff • Appointment overbooking • Multiple tasks required

simultaneously • Lack of good communication • Perceived lack of job advancement

Stress in the Dental Office Stress in the Dental Office


Exercise regularly Take time off Leave the office behind you Eat properly Set realistic expectations

Exercise regularly Take time off Leave the office behind you Eat properly Set realistic expectations

Methods of Stress Reduction Methods of Stress Reduction

Copyright 2003, Elsevier Science (USA). All rights reserved. Communication in the Dental Office Chapter 61 Copyright 2003, Elsevier Science (USA). All.

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