Chapter 61

Communication in the
Dental Office
Copyright 2003, Elsevier Science (USA).
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Produced in the United States of America
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Copyright 2003, Elsevier Science (USA). All rights reserved.

Introduction
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.

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

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

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Table 61-1 Effective Words for Patient Interaction

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Communication Pathways contd

Nonverbal communication
Body language
The messages we send
The way we carry ourselves and move
about
Gestures
Tone of voice
Facial expressions

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

Table 61-2 Nonverbal Communication

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

Listening Skills
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.

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

Cultural Diversity
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.

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

Patients Needs
Psychological
Previous dental experiences
Attitudes and beliefs about the
importance of their teeth

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Patients Needs contd

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.

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

Meeting Patients Needs

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

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

Telephone Skills
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.

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

Telephone Equipment

Answering machine
Voice mail
Headsets
Pager
Facsimile (FAX) machine

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

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Business Letters contd

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.

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Fig. 61-8 Parts of a letter.

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Letters to Patients

Welcome to the practice

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

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Marketing Your Dental Practice

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

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Types of Practice Marketing

External marketing activities
Health fairs
Presentations to schoolchildren
Presentations to senior citizen groups
Internal marketing strategies
Newsletter
Promotional materials
Special occasion cards

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

Communicating With Colleagues

The key to a successful work
environment is TEAMWORK.

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Being a Team Member

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.

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Stress in the Dental Office

Causes
Lack of sufficient staff
Appointment overbooking
Multiple tasks required
simultaneously
Lack of good communication
Perceived lack of job advancement

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Methods of Stress Reduction

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

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