Trait #7 – Rock Star Hygienists Are Incredible Communicators!
As we travel around the country working with private coaching clients, we have had the privilege of witnessing some of the most gifted rock star communicators.
Rock star hygienists always possess these 3 communication traits. Let me detail the 3 communication traits and then I will also give you some ideas on how to tap into your inner Rock Star.
Communication Tip #1: Rock Star hygienists connect with their patients BEFORE any clinical communication begins. Connection is what sends the message to the patient that, “Hey, I’m special, this hygienist really gets me.” I always advise clients that until you make 3 connections with a new patient, your conversation about their clinical needs will be somewhat diminished. It’s important for patients to KNOW, LIKE, AND TRUST you in order for that ever important bond to get established.
Let me give you an example, let’s say you have a new patient scheduled with your hygienist. Here’s a Rock Star way to gain connection. “Mary, it’s so nice to meet you. I noticed here on your new patient form that you live on Norcross Road. Our babysitter lives on Norcross. Do you know Corrie Brown? That is one connection. Then, the Rock Star will carefully make two more small connections before he/she goes into asking what brought the patient in today.
Communication Tip #2: Rock Star hygienists are excellent listeners. So many great hygienists assumetheir patients love them because of how engaged the patient is when THEY talk. And, that’s just it; so many times the communication is one way versus a purposeful back and forth. The Rock Star communicators we encounter are very purposeful in how they ask open-ended questions. These Rock Stars know that unless they ask the right types of questions and then LISTEN to the patient’s response, critical information can get left uncovered.
I personally love using reflective listening when I interact with my patients. If the patient says, “It seems like every time I come in, you guys tell me I need more work done – I am doing every thing I can at home to brush and floss but it’s obviously not doing any good!” A reflective response would be, “Joe, I can only imagine how frustrated you must feel. You’re right, you’ve really stepped up your game at home with brushing and flossing and it shows. Your gums look really healthy! Unfortunately, the fillings you got as a kid are just simply breaking down due to the natural lifespan of the filling.” The hygienist acknowledges how Joe must feel, the hygienist finds something positive about the situation, but also reinforces the needed treatment anyway.
Communication Tip #3: The last Rock Star communication tip is one of the most impactful. The Rock Star will use purposeful word choices in order to communicate the message clearly. Rock Stars avoid using ambiguous words. When a patient hears you say, “I see some bleeding today” they have no idea if that’s good or bad. Rock Stars communicate things in concrete terms. “Kyle, you have moderate bleeding around your molar teeth on both the top arch and bottom arch. We know that healthy gums don’t bleed and I’m concerned about the way your tissue is responding today.”
If you liked the idea of stepping up your inner Rock Star communicator living inside of you, please don’t forget to join our exclusive Hygiene Profits Mastermind Group. As a part of this group, you’ll be able to participate in monthly tele-classes with some of the industry’s leading experts as well as being able to reserve 15 minutes of private coaching time with us every month. Bring your toughest communication questions to your phone coaching call and we can help you develop scripts for how to increase your Rock Star communication game. Visit www.HygieneMastermind.com.
Have a great week and we’ll see you next time!