by Lisa Philp, RDH, President of Transitions Group North America
“Listening is not two people taking turns talking”- Zig Ziglar
Listening is a crucial aspect of our communication for case acceptance. It is the ability to passively listen and receive our patient’s message without judgment, acknowledging their statements, answering what was asked and confirming the accuracy of what they have said with feedback statements.
Show empathy and understanding of another person’s opinion; being quiet and letting the patient speak, without interruption, can lead us to their preferred future and they will trust that we have taken the time to hear them before we tell them about what they need, should have or must do.
In our listening, we want to discover what pain they want to avoid and how we can help them avoid it and what pleasure they want to obtain and how we can help them get it.
Use door openers to encourage patients to keep talking so you can learn more about them. Door openers are also called “double click” questions. Some examples: “go on”, and, “then what?”
Silence is key to allowing someone else to feel heard. Do not interrupt their train of thought and sharing. Active listening involves being attentive to the speaker. Listening, to not only their words, but also their emotional language and hidden messages.
The greatest gift we can offer is our attentiveness. If we want our patients to understand what we have to offer, they must feel that we understand them first. Some examples of active listening are: sounds like…., you feel….., what I heard was….
CAPTION: One guest speaker, shown, will be Crystal Washington, hired by companies including Google, Microsoft and GE,companies in the USA, Africa and Europe when they want their teams to take action online! Known for her ability to take complex Web and social media topics and make them easy to understand and accessible for everyday people […]
CAPTION: Dr. Jeffrey Dodge, a volunteer with the Rhode Island Mission of Mercy meets with Benco Dental Territory Representative in preparation for the use of Onset®, a dental innovation, at the May 31-June 1 free dental clinic to be hosted at The Community College of Rhode Island, Flanagan Campus in Lincoln, R.I. More than 1,000 people, […]
In the Village at 13th Street Repertory Company, 97-year-old Artistic Director Edith O’Hara has seen the stage graced by the longest running play in New York City. This week she opens the historic venue’s doors — where performers Bette Midler and Chazz Palminteri got their start — to 40 of America’s dentists who have arrived. […]
CAPTION: Laura Albensi, shown, is featured in the summer edition of dental lifestyle magazine Incisal Edge. “Four years in the making and celebrating 35 years within the dental laboratory industry, Don and Laura Albensi knew that half of the 60,000 sq. foot building – once a gymnasium- would be an ideal location for the reinvention and facelift […]
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CAPTION: Terry Barrett, VP of Information Technology for Benco Dental, visits Virlanie’s Marco Polo Care Center in the Philippines. The street children transition program is one of Virlanie’s most important programs. The International Life Foundation, Inc., (ILF), announced this week that Benco Dental, the largest independent dental distributor in the United States, has made a charitable contribution […]
I can see it now: a tiny tuxedo, maybe a microphone or even a holly wreath (after all, this Grammy-award winner corners the market on Christmas Special cachet.) The prerequisites are in play. 1. Missing tooth. Check. Michael Bublé accidentally knocked his out with a microphone onstage last week. 2. Signature smile. Check. The dimpled grin of the Canadian heart throb has earned swoons […]
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