We say it all the time — language matters! Before, during, and after you meet with patients, how you communicate is critical. To help you navigate the art of communication and boost patient engagement, Kirk Behrendt brings back Miranda Beeson, ACT’s director of education, to share 20 of their favorite phrases you can start using today. To learn how to help patients take ownership of their health, listen to Episode 813 of The Best Practices Show!

Learn More About Miranda:

• Send Miranda an email: [email protected] 
• Follow Miranda on ACT’s Instagram: https://www.instagram.com/actdental
• Send Gina an email: [email protected] 

More Helpful Links for a Better Practice & a Better Life:

• Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
• Join The Best Practices Association: https://www.actdental.com/bpa
• Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
• See the ACT Dental/BPA Live Event Schedule: https://www.actdental.com/event
• Get The Best Practices Magazine for free: https://www.actdental.com/magazine
• Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218

Episode Resources:

• Watch the video version of Episode 813: https://www.youtube.com/@actdental/videos
• ACT’s webinars: https://www.actdental.com/125
• Watch Episode 777, Why Objections Are a Gift with Miranda Beeson: https://www.youtube.com/watch?v=wJ6a_rRoNTA
• Download ACT’s 7 Phone Phrases to Fill Your Schedule: https://23476641.fs1.hubspotusercontent-na1.net/hubfs/23476641/7-Phone-Phrases-To-Fill-Your-Schedule.jpg
• Download ACT’s Say This, Not That resource: https://23476641.fs1.hubspotusercontent-na1.net/hubfs/23476641/Say%20This%2c%20Not%20That%20-%20Fillable.pdf
• Read Motivational Interviewing in Health Care by Stephen Rollnick, William R. Miller, and Christopher C. Butler: https://www.guilford.com/books/Motivational-Interviewing-in-Health-Care/Rollnick-Miller-Butler/9781462550371

Main Takeaways:

• Elevate your language to elevate your practice.
• A big part of communicating is being a great listener.
• How you communicate can build or break trust with patients.
• Know how to communicate effectively on the phone versus in the op.
• Practice handling patient objections. Think of them as gifts and invite them!
• Express gratitude at every opportunity. Your practice won't exist without patients!

Snippets:

0:00 Introduction.

1:20 Why language and verbal skills are so important.

11:07 Phone call: What led you to seek out a new dental home?

14:04 Phone call: What are your expectations about your first visit with us?

18:20 Phone call: I am here to help you/You are in good hands.

22:05 In the op: Is there anything specific you would like us to focus on during your visit today?

25:16 In the op: What are your goals for your mouth/smile? What does healthy mean to you?

27:32 In the op: If I see anything that doesn't look healthy, would it be okay to share it with you?

29:55 In the op: Tell me about how you take care of your teeth and gums at home.

31:45 Bonus phrase: What are your ideas for how you could do something differently?

34:49 Treatment presentation: You shared with me . . .

36:31 Treatment presentation: What is your understanding of . . .?

38:47 Treatment presentation: If there were a way . . .

41:24 Treatment presentation: What would prevent you from reserving time with us today?

43:58 Patient objections: Many patients have felt the same way. What we have found is . . .

48:20 If they don't give you objections, you can invite objections.

49:42 Patient objections: Which concerns could I provide more information about?

51:42 Patient objections: How much “too much” is it? If there were a way . . .

54:32 Patient objections: It won’t be more conservative/predictable/cost-effective than today.

56:11 Why expressing gratitude is so important.

58:19 Expressing gratitude: We love having patients like you. You brighten our day.

1:00:30 The best marketing tool.

1:02:16 Expressing gratitude: I’m so glad you have a great visit. There is no greater compliment!

1:03:55 Expressing gratitude: Thank you for trusting in us.

1:07:16 Expressing gratitude: We appreciate you choosing us as your dental home.

1:08:58 Elevate your language to elevate your practice.

Miranda Beeson, MS, BSDH Bio:

Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.

Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.