Dentaltown June 2014 - (Page 92)

hygiene and prevention feature by Jen Butler, MEd, CPC, BCC O bviously when you've been doing something like talking for as long as you have, of course you have got to be good at it. It's a no brainer. It's talking. Do it every day, with hundreds of people. You can probably talk a person's ear off. Reality check: There is a significant difference between talking and communicating. Just because you know how to do something doesn't mean you do it effectively. Talking takes little effort, has few boundaries and no pretense. Communication comes with intention, has definable standards and makes all the difference in any relationship. Hygienists think they communicate everyday and yet when asked what is the most challenging thing about dentistry, many of them say, "team communication!" Communication is a complex and delicate process. To say one communicates with others and then still complains about the level of miscommunication says something about the kind of communication occurring and its effectiveness. Also, when a dental team is dysfunctional, it's often due to the level of acceptable communication between team members. Don't fall into the trap of settling for less than optimal communication. There are ways to learn communication techniques around common issues that better the team, increase patient care and make the work environment pleasurable for everyone. How Does Communication with the Doctor Work in Different Offices? Working in a variety of offices requires an RDH to be highly versatile in their communication styles. Some doctors are direct and assertive, others passive and introspective, and still others are quiet and non-communicative. 92 JUNE 2014 » dentaltown.com An RDH has to be able to navigate through a multitude of conversations with their clinical partner in order to offer comprehensive and exceptional patient care. It's not always easy. It is always necessary. To be versatile in communication, do the following: * Be mindful of body language. Crossed arms, looking away, pace of speech and tone of voice offers some insight as to intention and meaning of a message. Don't only rely on that. Read on... * Ask questions first. Misunderstandings and miscommunication happens when people assume they know what someone's intentions are and refrain from asking follow up questions. If you want to know what someone means by their remarks, body language or tone, ask. So not to offend, start your questions with, "I'm curious..." or "What do you mean by..." * Don't be offended by "why." Doctors ask themselves why all day long. It's their go-to tool for problem solving. It's no wonder when they ask why questions of their team. The word why as a question requires a person to justify. For example, "Why did you think that patient needed SRPs?" Or, "why did you tell the FD to put that patient on your schedule?" Even in the sweetest and softest of tones, the message puts the listener on the defensive. With most doctors being analytical thinkers, them asking why is more about problem solving and seeking to understand than wanting to offend. How Do You Deal with Passive-aggressive Co-workers? People that rely on passive-aggressive communication do so because they don't know any better. They may have http://www.dentaltown.com

Table of Contents for the Digital Edition of Dentaltown June 2014

Dentaltown.com Highlights
Howard Speaks
Professional Courtesy
Continuing Education Update
Insurance Changes--Buyer Beware (and Be informed)
The Art of Hand Filing
The Value of Magnification, Documentation and Ergonomics
Currently In-network with a Lot of Plans
High Tech, Low Overhead
Second Opinion: What Exactly is Modern Endodontics?
Patency and Profound Anesthesia
Eliminating the Ding of Endodontics
You Should Know: EdgeEndo
Improved Dentistry through Advanced Digital Radiography
Black and White: Diagnosing Doesn’t Have to be Gray Area
Ways to Make the Internet Your Best Source for New Patients
Digital Microscopy
You Should Know: Dentyzion
Poll: Implants
Function Meets Aesthetics: Advanced Materials for Posterior Restorations
Disability Insurance, Another Look…
Inside United Concordia
Ad Index
Perio Reports
Excuse Me, I’m Talking Here
Dentally Incorrect

Dentaltown June 2014