2.06 – Bio.
5.05 – Emotional intelligence.
12.22 – Mentoring, teamwork and emotional awareness.
24.00 – Working with dentists who experience complaints.
33.00 – Leadership and team meetings.
39.20 – Burnout.
44.40 – Doing things outside of clinical practice.
51.10 – Diverse options for CPD and learning.
0.38 – Bio.
4.00 – How to build rapport and trust with patients.
15.48 – Changing environment of dentistry – corporates and healthfunds.
21.43 – Influence of technology.
25.30 – Managing difficult behaviours.
32.25 – Communicating with underperforming staff.
35.20 – Leadership and mentoring.
38.49 – Intergenerational communication differences.
41.39 – Importance of having interests outside the dental surgery.
44.39 – Tips and resources.
Ever wondered why your patient behaved in the way they did, for example, hypersensitised to various stimuli, going into a catatonic state in the chair, repeatedly cancelling appointments or just things don’t quite add up … I’ve often wondered about what Dr. Sharonne Zaks talks about in this interview.
https://www.abc.net.au/radio/programs/conversations/sharonne-zaks-dentist/11188216
Episode Notes
1.32 – career overview including coaching and Momentum Management.
7.09 – setting the team up for success.
13.34 – systems to help practices run efficiently.
17.30 – “what do dentists contact you about?”
21.56 – active listening.
27.20 – pressures on our profession.
31.45 – ‘myths’ about consulting/ practice management companies.
35.29 – importance of awareness of mental health issues in dentistry.
43.25 – learning new communication skills.
48.35 – recommended learning resources.
1.28 – overview of Harry’s career.
9.28 – “how I got interested in sleep”.
12.45 – communication skills – importance of effective listening.
15.17 – discussing treatment costs with patients.
17.39 – building rapport with patients.
19.44 – initial staff interaction with patients.
26.10 – establishing credibility.
27.55 – talking with patients about treatment benefits.
30.01 – what to do when patients don’t accept your advice.
34.30 – attachment and putting your patient’s best interests first.
45.19 – dealing with unexpected treatment outcomes.
52.02 – dealing with irate patients.
57.39 – leadership and building a culture with extraordinary staff.
1.09.14 – “what are you most proud of?”
1.12.12 – recommended learning resources.
0.00 – the letter.
1.32 – who am I?
2.06 – my journey and experience in the communication field.
4.05 – the purpose of the podcast.
6.07 – what we will cover in the podcast.
7.57 – back to the letter.
Will be back to the blog soon – preparing for 2 speaking gigs at ADA Congress and getting a podcast off the ground have taken an enormous amount of time and energy.
Have a listen to the podcast on all the streaming services, or here on the site – it’s free!
If you enjoy, please tell your podcast loving friends – I stand by what I preach, word-of-mouth referrals are by far and away the best way to get recommendations.
I would also be grateful if you took a few seconds to rate the show and review if you feel inclined.
Huge thanks in advance.
Body language.
The process of communication can be divided into 2 components – verbal and non-verbal channels. *
The verbal part comprises of the words that are used, the non-verbal being those aspects of the interaction that do not rely on the use of words (often termed ‘body language’).
In the rapport building phase, and indeed all aspects of the interaction, what we should aspire to achieve is a ‘posture of involvement’ which enables us to demonstrate that we are paying careful attention to the person who is talking. (1)
This process of active listening is achieved through the verbal and non-verbal channels (as opposed to passive, like a telephone call where there is no ‘body language’).
There is a short mnemonic that I teach to remember how to show that you are listening actively through your ‘body language’ – SNORE.
A common example in practice is doing a deep restoration and there is a carious pulp exposure – there is now a conversation to be had about the implications of pulp involvement, possible RCT / exo, costs, follow-up treatments (for example crowns).
This conversation should not be had wearing loupes and mask and sitting behind the supine patient with your hands in their mouth!!
So, next time there is an important interaction, whether it be rapport building small talk, taking a history or discussing treatment – sit the patient up, take your focus away from the computer screen and before doing anything else, your first action should be to SNORE.
References;
* It is important to note that in our everyday social contact, the verbal and non-verbal components of communication are intertwined in a complex manner and the separation into discrete components is really an academic exercise in order to bring each aspect into sharper focus.
