1 da 117 practice management communication and telephone skills
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DA 117 Practice Management
Communication and Telephone Skills
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What is communication?
• Sharing information with others through speaking or nonverbally through writing or body language
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• Any verbal or non-verbal behavior that is perceived by another person
• Any message sent by a person to a receiver with a conscious intent to affect the receivers behavior
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Five Basic Elements
• Sender has intentions, ideas, feelings• Sender translates ideas, feeling into a
message• Sender send message to receiver• Receiver translates message into feelings or
ideas• Receiver has some internal response
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DA Role
• Patient’s education • Communicate current procedures and post-
op• Communicate for the dentist any of the
patient’s concerns• Know what those concerns are by listening
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Barriers to Communication
• Pre-judgment of Patients based on:
• Economic status• Disability• Language barriers
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• Hearing but not listening
– Volume of voice– Tone of voice
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Preoccupation
• Thinking of other activities while talking to patients – recognized by patients
• Unawareness of importance of situation to patient
• Impatient – hard of hearing patient, chatty patient
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Professional Telephone personality• Alertness – Answer within 3 rings – Identify
caller, use their name• Expressiveness – No monotone, smiles
before you answer, sound happy
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• Interest – Listen, ask appropriate questions, don’t rush to get off the phone
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• Clarity – Pronounce each syllable – speak slowly, no gum chewing, eating
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Incoming calls
• “I want to make an appointment “–• Ask:• Who is calling? Once identified use name in
conversation• Have you been here before? If not get
name, address, phone number• What is the appointment for?
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• Schedule the appointment – Thank the person for calling, and repeat the appointment date and time.
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• “I want to speak with the doctor”• Reply – Doctor is with a patient, can I help
you or take a message?• The doctor will sometimes take calls from
other doctors, labs, and family members
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• “I just got my bill and it’s outrageous!!”• Reply – Don’t say anything until the caller
has finished speaking. Listen first and the explain. The call may have be given to the person directly in charge of finances
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Personal calls
• The dental office is a business – personal calls should be limited to emergency only
• Do not interrupt clinical staff except for an emergency.
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Taking a message
• Name of caller• Phone number• Date of call• Message• Return call?• Your name
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Outgoing calls
• Have the correct phone number• Identify yourself and office• State reason for calling• Patient always hangs up first
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