My daughter became a pharmaceutical rep when she graduated from college. She worked with one manager for much of that time, and she was wary about the transition to a new boss. Her former boss criticized her as needed in an effort to help her improve her sales. She never left those sessions in high spirits, and it had everything to do with the verbiage the boss used. Fortunately, her new boss rides with her on sales calls, and afterward he delivers the necessary constructive feedback in a different way than her former boss.
First, he offers something positive that she's doing, such as her professional manner and the articulate way she opens her discussions. He then talks about the technique she's using to close the sale. It goes something like this. "Now, Erin, correct me if I'm wrong, but what I'm not seeing you use is the printed research the company makes available to distribute to the potential customer." Using that wording invites her to explain, as needed.
I liken this example to something hygienists might try during patient education. State the positive first; then, if something constructive needs to be said, present it like Erin's new boss. For example, "Mary, I'm so impressed with how you brush your teeth because there's no biofilm whatsoever on the inside or outside of any of them! Correct me if I'm wrong, but it appears you aren't using anything to clean between your teeth. I'm noticing some bleeding when I scale some areas, and this is evidence of inflammation."
This is positive and eloquent and delivers the necessary message. Perhaps we'll discover that Mary flosses daily but needs some finessing. We've allowed her the opportunity to "correct" our assumption. It's a total win here.
Our patients will remember a warm farewell when we dismiss them. Patients thank us all the time, but how often do we express gratitude? "Thank you for coming in today, Susan. I'll look forward to seeing you in four months!" sounds more upscale than the old "See ya' in six."
Eloquent and effective communication is a fine art, one that we must strive to continually hone just as we do our instruments, and polish as we do the surfaces of the dentitions we're helping our patients maintain.
Onward we go; it is in our hearts' core! RDH
EILEEN MORRISSEY, RDH, MS, is a practicing clinician, speaker, and writer. She is an adjunct dental hygiene faculty member at Burlington County College. Eileen offers CE forums to doctors, hygienists, and their teams. Reach her at [email protected] or 609-259-8008. Visit her website at www.eileenmorrissey.com.