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Resistances/anxieties/fears
Resistances/anxieties/fears
• Embarrassment …. “will I come up to scratch?”
• They won’t like being watched
• None of us knows if we are doing it ‘right’
• Fear that the staff will behave unpredictably
• our presence leading to poor performance
• Fear of being found out
Resistances/anxieties/fears• Financial constraints – can they do what you
suggest?• Fear of sanctions/consequences• Interrupting the normal day – losing money and
patients waiting• Appearing demoted in the patients eyes• How we will be – friendly/cold• Patient suspecting they’ve done something wrong• Patients turning up unannounced with failed
treatments• Fear of criticism/picking holes
Resistances/anxieties/fears
• Not understanding their own level of practice• Resentful bureaucracy gone mad• It’s intrusive – “who are you?”• “When did you last do dentistry?”• Frustration with the NHS• History – the probity role• Fear of hidden agendas• What standards will be expected?• Ashamed of their kit/buildings etc• Physical limitations- general health/stress
Communication Skills
• The basics
• Listening skills
• Negotiating skills / assertiveness
• Conflict resolution
• Giving constructive feedback
The Basics
• Communication is “the imparting or exchange of information, ideas or feelings”
• 2-way process
• Information, ideas or feelings must be received and understood
Communication
“Seek first to understand before being understood” Covey
A MESSAGE...
7 % Words
33% Tone
60% Bodylanguage
Body Language
• Messages we subconsciously convey
• If body language conflicts with words it is always the body language that will be believed
• It is possible to convey 100% of your message through your body language!
Body Language
• Eye contact
• Facial expression
• Gestures
• Posture
• Position
• Orientation
Body Language
• The most powerful piece of body language you can use is a smile
Tone of Voice
• Speak clearly, audibly, at the right pace and in a tone compatible with the message being conveyed
Words
• Inaccurate to say they are unimportant
• Avoid jargon and unexplained initials
• Makes people feel excluded
• They will make assumptions about what has been said
Communication Skills
• Listening skills
• Negotiating skills / assertiveness
• Conflict resolution
• Giving constructive feedback
Communication Skills
• All are intimately linked
• Negotiating skills, assertiveness, feedback all essential for change management
• Good listening skills are the glue binding these skills together to produce the desired outcome or change in behaviour
Listening Skills
• Level 1 superficial
• Level 2 factual
• Level 3 feelings
• Level 4 values and beliefs
There is no periodontal charting
Bothered Not bothered
Thinks going to get struck off anyway
No need as “knows” patients
No one will find out/ take
action
Can’tperiochart
Listening Skills
“Seek First To Understand, Then To Be Understood”
The Seven Habits of Highly Effective People by Stephen Covey