Team Communication: Not what you say, but HOW you say it

As part of our Morning Huddle e-newsletter, DPR partnered with notable practice management consultants to provide quick video tips to get your team talking.

Cathy Jameson, Ph.D. on the 3 factors that define whether or not a person will listen to your message.

Paul Harvey says, “It’s not what you say, it’s how you say it!” 

Excellent communication takes place between two people when the message sent by the speaker is interpreted correctly by the listener. Obviously, both of these skills – listening and speaking – are critical for the communication flow to work.

In each and every one of your dental days, every member of the team has the opportunity to move a relationship with a patient further along. In addition, how each team member speaks to the patient can make a difference in whether or not a person will make a decision to accept treatment.

Excellent communication skills are one of the most basic and most effective ways to take your practice to a new level of success and productivity.

Here are the goals of good speaking and in turn, good communication:

• Helping people want to listen to what you have to say

• Delivering the message in the best possible manner

• Checking to see if you were heard or interpreted correctly

There are three specific factors that define whether or not a person will want to listen to your message.

• Self-interest 
  People want to know “what’s in this for me”. This can be defined through what motivates a person to do, be or want something. If someone is merely told what’s good for them, they probably won’t buy it. A person must see how a product or service applies to them and how it will benefit their particular situation.

• Who's speaking
  Your initial contact with a person is critical. A person needs to know what your intentions are before they can or will trust you. People want to know “Are you here for me?” “Will you help me?” “Are you going to take advantage of me?”

• How the message is sent
  The fact that 60% of the perception of a message is sent or received via body language; 30% through tone of voice; and 10% through the words that are spoken. The delivery of your message may have more impact on the listener than what you are saying.

For "How to Handle Difficult People," by Cathy Jameson, Ph.D., click here!

The goal of effective communication skills is to open the doors of communication rather than to close them. You want your messages to come across in a way that people will listen and understand

Remember: “It’s not what you say, it’s how you say it!” Great communication leads to great relationships and great production! So, make your communication count so you can make it a great week!

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