If you must speak…
When you’re under pressure in the middle of a busy day your ability to communicate is reduced. That’s why I have rules that I work to. They keep me on the right track. My mentor, Dr Omer Reed, gave me this one to help with communication:
“If you must speak, ask questions.”
It carries the implication that quite often you don’t need to speak at all.
In the dental office we have the benefit of being able to stage our environment. We have supportive staff around us, a modern well designed office and we are neat and well dressed. All the elements for establishing trust with patients are present.
The patient already has a positive view of us or they wouldn’t be there. Saying too much such as attempting to impress them with how much we know can create problems where none existed before.
Just come into the surgery, greet the patient with a warm, relaxed smile and good eye contact. Open with “What can I do for you today?” Then just follow on from there asking questions and actively listening. The person asking the questions controls the conversation.
The simple rule given above lets you run the conversation and stops you from over-explaining.
