People Are Attached To Those Teeth

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*NOTE* Please download the attached PDF file for the full-color version of Linda’s eSSENTIALs July 2013 edition. In the file you will also find a link to subscribe or you may visit Linda’s website: www,drevenstedt.com.

People are attached to those teeth you examine each day. Your ability to communicate with the people can help you be more effective at retaining your patients, assisting them in accepting your treatment and paying their bill. “People Reading” is the ability to read another person’s behavior or personality style, thus, allowing you to enhance your communication with them.

Enhanced communication gives you new options to better serve your patients. People give observable clues about their dominant behavior style. Knowing the clues is people reading. Once you know the clues, there are particular tips that enhance communication with each of the four personality styles. The skill in people reading includes both knowing the clues as well as developing communication flexibility.

The four styles are based on the DiSC® system developed by Dr. John Geier and published by Inscape Publishing, Inc. There are two broad divisions of behavior and two subsets of each division which give four distinct styles.

The two broad categories are Outgoing and Reserved.

Outgoing people are active and behave more powerfully than their environment. The subset divides in two. People who prefer to impress others are the “Influencing” style and outgoing people who prefer to direct others are the “Dominant” style.

Reserved is the second broad division and includes people who accommodate to their environment. The Reserved group has two subsets: people who prefer to focus attention on the detailed steps of completing a task are the “Steadiness” style. Reserved people who focus on the quality and details of the task are the “Conscientious” style.

The following are clues and then communication tips for all of the styles. Learning to READ people and then adjust to better communicate will add to your success as a dental professional and in all areas of your life.

“D” or Dominant People Reading Clues:
• Speaks with self-assurance
• Likes to stick to the subject without small talk
• Is time-conscious
• Likes to be in control
• Is restless, doesn’t wait well
• Likes a fast pace; dislikes inaction.
• Draws conclusions quickly

Communicating with the “D” style.
• Be prepared and organized.
• Be clear, be concise, be brief.
• Speak directly.
• Keep socializing to a minimum.
• Be on time and keep them informed about time.
• Emphasize treatment benefits.
• Give them choices or options.

Influencing or “i” People reading Clues:
• Openly friendly and entertaining communicator
• Likes and dresses to impress others
• Speaks loudly and quickly
• Dislikes being left alone
• Responds quickly to questions, expresses feelings about matters.
• Has animated facial expressions and hand movement.

Communicating with the “i” style:
• Give them freedom to speak and express their concerns.
• Likes to have time to socialize.
• Ask their opinion, goals and ideas.
• Praise something about them and keep conversations positive.
• Show “Before & After” pictures and share testimonials.
• Stick to the big picture with few details.

“S” or Steadiness Style People Reading Clues:
• Pleasant, low key demeanor
• Like status quo, routine, same RDH, etc.
• Soft spoken with a calm friendly voice
• Asks “how to” questions
• Ponders the answers to question srather than answering quickly
• Moves slowly and deliberately

Communicating with High “S” Styles:
• Likes a personal relationship
• Speak with sincere care and concern about them.
• Take time to get to know them, ask about their family.
• Slow down when communicating and do not put them in a high pressure situation.
• Minimize their risks and give them assurances about your help with their insurance, your support during a difficult procedure or your follow up after a surgery or long procedure.
• Give them your recommendations and include any guarantees or assured benefits.

“C” or Conscientious People Reading Clues:
• Speaks without emotion
• Likes to stick to the subject, no small talk
• Asks many questions about specific details
• Responds cautiously to questions
• Is a keen observer
• Hard to read, poker face
• Expresses doubt and caution
• Likes logic and facts, not feelings

Communicating with High “C” styles:
• Know your stuff!
• Give them facts and data.
• BE practical and logical.
• Don’t ask personal questions about family, etc. Let them tell you.
• Draw out their thoughts with questions but give them think time before expecting an answer.
• INFORM before you PERFORM.
• Show and explain pros and cons of different treatment methods and why you recommend a specific approach for them.
• Explain cost saving over time and the quality approach you are using.

Each style is unique. Developing people reading skills is an integral component to high quality patient care. The companion skill is developing communication flexibility. That means not only knowing what style the patient is but also knowing how to adjust from your own style to better communicate.

Take the DiSC® profile to learn your own behavior style. This online profile helps everyone on the team to:
• Understand their own behavior style
• Promote appreciation of differences in styles
• Enhance individual and team communication

The cost for each profile is $30.

For more information, DiSC® Profiles or DiSC® in-office training for teambuilding, conflict management and better patient communication, contact me: Linda@drevenstedt.com

        

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