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57 Cards in this Set
- Front
- Back
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Human behaviour |
Collection of actions preformed by human beings that have been inflicted by a persons culture, emotions, values, ethics, and authority. |
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Copier |
Business machine that can make duplicates from an original |
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Fax machine |
A business machine attached to a phone line that transmits hard copy written messages. Fax is short for facsimile |
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Letterhead |
The part of a letter that contains name, address, of the person sending the letter. |
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Marketing |
Way of adverting or recruiting people to a businesss |
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Non verbal communication |
Type of communication in which body language is used to form expression |
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Salutation |
Part of the letter that contains the greeting |
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Socialization |
Process through which society influences individuals |
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Verbal communication |
Type of communication in which words are used as a form of expression |
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Word processing soft ware |
Computer program designed to create most types of business documents |
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Significant people in psychology |
Sigmund Freud - people have conscious and unconscious thoughts, and our purpose in life is to control our instincts and the power of these thoughts. Erik Erickson - believed that a persons identity is individual and comes from the past and from ones heritage. Culture + religion Carl Rogers - believed that human beings are intrinsically good and friendly. A person is born with these qualities BF Skinner - assumed behaviour is learned * Abraham Maslow - founder of social learning psychology. He believed that humans cannot live without needs. He categorized these needs in different rankings and tilited them Maslow’s Hierarchy of needs |
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Maslow’s |
Back (Definition) Physiologic - basic needs (food, water, shelter, sleep, oxygen, sexual expression) Safety - avoiding harm, security, order, and physical safety Loving/Belonging- giving and receiving affection, companionship, identification in a group Esteem and Recognition - self esteem and the respect from others, success at work Self actualization - fulfillment of unique potential |
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Social attitudes |
As a person grows and develops in life, social attitudes begin to influence behaviour and a cultural way of thinking |
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Peer pressure |
A person forms to the general behaviour of group of peers in an attempt to feel more accepted. |
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Cultural diversity |
Another aspect of effective understanding and communication. Differences in gender, race, cultural heritage, age, physical abilities, and spiritual beliefs are differences that must be appreciated and understood when working with patients. Advantage to have someone bilingual in the office. Verbal and non verbal varies among culture |
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Communication pathways |
Communication is the sending of a message by one individual and receiving of the same message by another individual. Every message has two parts: 1. Statement proper - “this is what I have told you portion “consisting of the words being used 2. The explanation - part of the message that conveys “ now this is how I expect you to understand it “ sent non verbally We communicate with words, facial expressions, appearance, gestures, manners, listening, voice, attitude and actions |
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Verbal commutation |
Word we use - most verbal communication is perceived by hearing. Words are important - verbal symbols that are used to represent an object or meaning Voice quality - try to develop a pleasant voice Asking questions - used to gather info - two types 1. Closed ended - answered with yes or no 2. Open ended - requires more than a yes or no |
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Effective words |
Back (Definition) Good vs bad |
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Non verbal communication |
Through senses - conveyed by body languages - consist of the message that we send, the way we carry ourselves, and how we moved about it. |
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Non verbal communication situations - high level/ low level |
Back (Definition) |
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Listening skills |
Estimated that 90% of all spoken words are never heard, listening is on of the most difficult arts to master. To be a good listen focus on the following: - Do not let your mind wander - Do not concentrate on forming a reply - Look as well as listen - Do not stereotype - Be careful of selective hearing - Do not get impatient |
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Being a team player |
- Be flexible and receptive to altering the way responsibilities are preformed - be self confident and use self initiate - show appreciation to co workers - think before speaking - Do not let your emotions get overly involved - remember the first impression is not always the right one - share the ups and downs - remember that your way may not always be the right way |
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Communicating with colleagues |
People spend more time with their co-workers than with their own families. Working in a positive, challenging, stress free environment is what everyone wants from their place of employment. How you communicate and get along together will be evident to the patient. |
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Stress in the dental office |
An important aspect of good commutation is how you handle stress in your person life and at work. Causes of stress in the work place: Lack of sufficient staff, appointment overbooking, multiple tasks required, lack of good communication, perceived lack of job advancement You can reduce stress by maintaining a lifestyle that includes a regular exercise, taking time for yourself, leaving the office behind at the end of the day, eating properly, setting realistic expectations. Learning to control stress with unable you to make intelligent decisions. |
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Conflict among coworkers |
If difference of conflicts among colleagues are creating stress, learn how to work through those differences by engaging in team bulging dialogue. Conflict is necessary for effective problem solving and for effective interpersonal relationships. Unsolved conflict tends to escalate so learning how to resolve conflict is important |
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Conflict resolution |
Be specific about your conflict Resist temptation to involve yourself Try to depersonalize conflicts Be open and listen Don’t always involve the dentist or office manager Take it outside away from the group Limit yourself complains Know when conflict is more then conflict Consider a mediator It’s not all about you |
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Communicating with patients |
Solid foundation of excellence in the dental care and communication skills is necessary for a dental practice to achieve its goals and for the needs of the patient to be fulfilled at all levels |
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Patient needs |
Patients base their perceptions about a practice based on the following factors: How they are treated on the phone How they are greeted How they are made to feel in the office How efficiently the staff manages business aspects such as billing and insurance Establishing professional/patient relationship is part of understanding the needs of the patient |
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Patient needs |
Psychological needs - all individuals have emotional needs and these must be considered even when a patient seems confident, comfortable and agreeable. Anxiety and fear of pain - frequent in dental patients and there is two types of fears. 1 subjective fears (acquired fears) and 2 objective fears (learned fears) - dental team should help patient by seeking understanding and actively working to enable patient to cope Dental phobic patients - visit can bring panic and terror. Patients with most severe cars of dental phobia avoid routine treatment completely and will seek urgent or emergency treatment only with most aggressive symptoms Patient responses - patients response to the situation results primarily from causes that are not part of them present situation, causes are probably not fully understood by the patient and most likely will remain unknown to the dental team, patient anxieties concerning treating may result in hostile behaviour. Physical and mental needs - sensitive to patients physical and mental needs. Patient registration forms should include questions about patients dental and medical health Financial needs - insurance, dental cost , etc |
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Meeting patient need |
Positive atmosphere Sincerity Showing respect Respecting the patients time Resolving complaints and misunderstandings Remaining approachable Respecting patient confidentiality |
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Phone skills |
The phone is your most important device used in public relations. Most patients make their first contact with the dental office by phone. Patient forms an opinion during first contact. Business assistant should ensure all patient contacts are positive experiences |
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Phone etiquette |
Phone calls should be governed by the same rules of courtesy that apply to face to face meetings. Smile, it shows in your voice Never chew gum or eat or drink or have a pen/pencil in your mouth Speak directly into the receiver keeping mouth 1-2 inches away Ask name of person calling and talk to him/her and not the phone Speak clearly and slowly Do not speak to quietly or too loudly Don’t not talk to others in the office while on the phone Do not have background noise Don’t speak quickly Use callers name in the convo When completing a call allow them to hang up first |
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Incoming calls |
Should be picked up on the first ring Greet patient pleasantly Identity the practice and yourself Ask how you can help the caller |
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Working with difficult callers |
Listen without interrupting Gather the facts and take notes Organize your notes Sympathize with caller and act as quickly as possible Stay calm in all circumstances |
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Placing caller on hold |
Ask persons permission first and wait for a response then place them hold or mute button - also don’t expect them to remain on hold for longer then a few minutes On hold message systems - consist of recorded messages or music use by the practice to make in hole time educational and pleasant for callers then a waiting signal |
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Callers wanting to speak to the dentist |
Dentist should not be interrupted at chair side it reduces productivity, causes treatment replays, and inconsiderate to patient, and difficult to maintain infection control. A few exceptions would be another dentist, lab, family emergency |
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Taking messages |
Make a written notation of all incoming calls practically the ones the require further action. Many practices use print or electronic phone logs to organize this info |
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Phone messaging systems |
Answer service - When office is closed info is still provided like when the office will repopen, whom to contact in an emergency - told you call back when they reopen Answering machine - provide same info but callers can then leave a message Voicemail - allows caller to select options |
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Patients preferred method commutation |
Some will prefer voice messages, email, texting, social media, postcard |
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Electronic mail Email etiquette: Mind your manners, watch your tone, be concise, professional, correct spelling, ask before sending an attachment, fill in the to email at the end to insure you don’t only send half info, etc. |
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Automated dialling services |
An automated appointment reminder to patients. Helps prevent patient from missing appointment or cancelling at an appropriate time |
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Text messaging |
Becoming popular choice of commutation method |
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Phone equipment |
Headsets Pagers |
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Fax machine |
Fax unit is joined to the phone system and is used to to electronically send and receive hard copy messages (handwritten or typed) |
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Written communication |
Besides speaking on phone written commutation is the next biggest form of communication. Equipment used: Computer Copier |
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Business letters |
Essential for converting a professional image. Some types of business letters are; welcome to the practice, congratulations, acknowledging referral, completion of an extensive case, continuing care(recall), missed appointments, proposed treatment, collection of payment Word processing software is used to help create these letters and using a letterhead is important |
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Letter to colleagues |
Dentist frequently communicated with other professionals in writing like referrals to specialists |
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Letters to insurance companies |
Make sure it includes: Patients identification Case info Radiographs if required |
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Format of business letter |
Using a format makes you letter more readable and professional Types: Block letters format - common letter format that places all of you text flush with the left margin. Paragraphs are double spaced and all line text is single spaced. Margins use a standard work processer setting of 1 inch Semi Block letter - Same aw block except each paragraph is indented Alternative block letter - moves the return address, date, closing name, title and signature to the left Simplified letter format - Same as block letter but greeting (salutation) is eliminated |
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Anatomy of a business letter |
Contains curtail parts, provides visual presentation of a letter along with description for each section |
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Preparing envelopes |
Place the correct name and address on the front, placing it roughly in the middle of the envelope with the return in the top left Had the Mr or Mrs in |
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Picture of business letter |
Picture of business letter |
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Marketing your dental office |
Attracting new patients to the practice and retained satisfied ones. Create positive image of the practice as a place where patients receive quality care. |
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Logistics of marketing |
Plan Budget Tracking responses |
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Types of practice marketing |
External - activities that take place out of office - websites, social media, advertising, health fairs, presentations Internal - inside office - news letter to patients , promo material , sending flowers or thank you gifts, birthday cards, giveaways |
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Dental office newsletter |
Keeps patient up to date and aware of be tech and treatment advances Keeps you in touch Listing patients names as referral sources or contest winners Announcing other changes |
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Patient education materials |
Printed pamphlets, brochures, and statements are printed communication tools that have helped many practices. |
