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Are Your Team’s Verbal Skills at Peak Performance?

By January 21, 2019Communications

Verbal skills can make or break how a patient will react to case presentation, scheduling an appointment or how they feel while in the office. This article gives 3 scenarios of poor verbal skills along with the solution to correct verbal skills.

Scenario 1:

Problem Verbal Skills – Doctor and or Team using minimizing words when talking with patients.

Examples– Basically – Just – Little – Only

WRONG:

“Mrs. Smith BASICALLY you JUST have a LITTLE decay on a tooth on the upper right side. You’re ONLY going to be here 45 minutes.

Solutions – Remove these vague words from your case presentation vocabulary. Use words that “Create a Sense of Urgency”

CORRECT:

“Mrs. Smith you have two surfaces of decay on the first molar on the upper right side. I am glad that we can take care of this in the early stages before more tooth structure is involved”
” You can expect your appointment to be approximately 45 minutes.
” I look forward to seeing you on my next available appointment”

Scenario 2:

Problem – Verbal Skills – Patient is asked questions that can have ” NO” as an answer

Example – Using the words…”Do You”

WRONG:
“Do You want to pay today?” Patient Answers “No”
“Do you” As in “Do you want to schedule your next appointment today”?
Patient Answers “No”

Solution – There is a saying in dentistry …” There’s no place to go from the NO…. Use the assumption technique… I am assuming yes unless told no…

CORRECT:

Replace “Do you want to pay today? “with” HOW will you be paying today?”
Or, replace “Do you want to schedule your next appointment with “LET’S GET YOU SCHEDULED WITH YOUR NEXT APPOINTMENT”

Scenario 3:

Problem Verbal Skills – When Addressing an Objection.

Example – Finding the correct verbal skills when faced with a patient’s objection – Money & Time

Solutions – FELL-FELT- FOUND

CORRECT:

Money- Objection
” I understand how you FEEL Mrs. Smith. Others have FELT the same way. However, what they have FOUND, is that by utilizing Care Credit, they were able to make a comfortable monthly payment that will fit into their budget.”

Time – Objection
” I understand how you FEEL Mrs. Smith. Others have FELT the same way. However, what they have FOUND, is by taking advantage of our 8:00am appointment, they were able to get to work right after completing their treatment.

Phil Cole

Author Phil Cole

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