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Communicating

“You set the direction for our profession”

Dr. Waynerd Frederickson

Proper negotiation: Dr. Waynerd Frederickson attempts to negotiate a higher salary during a how-to-negotiate activity in the Pathways To Leadership session at the 28th New Dentist Conference.

Great piece in ADA News about the 28th New Dentist Conference. The headline for this post comes from this speech delivered on Thursday:

“You set the direction for our profession. You decide what our polices are. You decided how we’re going to advocate for our profession,” Dr. Charles Norman, ADA president, said. “All you have to do is speak up, and offer your opinion and support.”

Looking forward to seeing all the great pics from Kansas City!

Building Trust with a New Patient

The 28th New Dentist Conference is in full swing right now in Kansas City, Missouri. A number of CE programs are taking place right now, including Take This Job and Love It! presented by Dr. Mark Hyman.

Earlier this year Dr. Hyman spoke with ADA New Dentist News about people skills new dentists can use in the practice. Here’s one suggestion that stood out for us:

Dr Mark Hyman

Dr. Mark Hyman

“Dentists don’t do themselves any favors by spending the first moments with a new patient asking about insurance coverage,” Dr. Hyman observes. Instead Dr. Hyman thanks the patient for choosing his practice, and asks about the patient’s goals for her smile, her teeth and her health. And, unless the patient is new to the community, he asks why she is no longer seeing her previous dentist.

“The answer might be, ‘He was always pushing me to get a crown.’ So I would reply, ‘do you think you need a crown?’ And I would follow with, ‘as I examine your mouth, if I find evidence of dental disease, do I have your permission to tell you?’ And that takes it out of the realm where I’m the expert here to diagnose and deliver bad news. My approach builds trust because it puts us on the same team working towards the same goals. Once you have truly heard the patient’s goals, the more quickly you can build trust.

You can find more of Dr. Hyman’s tips from ADA New Dentist News here.

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Dr. Hyman will be presenting Drill ‘Em, Fill “Em and Thrill ‘Em in one of the courses offered in the New Dentist Track of CE options at ADA 2014. New dentists (those who graduated from dental school in 2005 or later) receive a 20% discount off of the fee courses that focus on a mixture of business, ergonomic and clinical topics that have been curated by new dentists.

See the entire new dentist track and register for courses here.

Saying “No” Without Ruining the Relationship

mentoringLet’s face it, the word no can stop a conversation dead in its tracks. But it’s important to have a strategy for sticking to your no without jeopardizing the relationship.

According to William Ury, Ph.D., co-founder of Harvard University’s Program on Negotiation and author of The Power of a Positive No: How to Say No and Still Get to Yes, an approach he calls Yes! No. Yes? can be a helpful formula. Here’s how Lindsay Levine describes it on the Fast Company blog:

The First “Yes”: Let’s say a client wants to go with a lower-priced alternative, which you know will produce a substandard result. The first Yes! is the core value, need, or principle you’re trying to protect. For example, protecting the quality of the brand.

The “No” is a respectful no, saying, “To maintain our quality standards, we cannot go with the lower priced/lower quality item.”

The “Yes?” acknowledges the ongoing relationship, and sounds like, “Let’s work together to create something that works within your budget but doesn’t adversely affect the quality of the product.”

This formula might be useful for a number of scenarios, including describing treatment planning options.

Do you have a winning approach for holding your ground without jeopardizing the relationship? Leave your suggestion in the comments.

One simple trick to improve your experience at networking events

LeadershipWe are well underway with plans for the ADA 28th New Dentist Conference taking place in Kansas City, Missouri July 17-19, 2014 at Sheraton Kansas City Hotel at Crown Center (registration is open now!)

One of the great benefits of the conference is the ability to network with new dentists from across the country, as well as with key ADA leaders. But we know that not everyone is immediately comfortable in a networking environment.

We came across this great list at The Daily Muse of 21 Ways to Make Networking Less Scary and More Fun. Here’s one tip that stood out for us:

Approach Pairs, Not Singles

“If you see a pair of people talking, the chances are that they arrived together and know they should be mingling. Or else they’ve just met and are, in the back of their minds, worried that they’re going to end up talking to this one person all night. (You’ve just made it easier for one of them to exit.) Either way, they’re relieved to see you. And your chances of having a decent conversation are better, because now you’re talking to two people, not just one.”

What about you — do you have any strategies that work well in a networking event? Leave your answers in the comments.

Minimize Canceled Appointments

The ADA Center for Professional SuccessCanceled appointments are part of operating a dental practice, but they can be managed to minimize their effect on your bottom line.

The ADA Center for Professional Success has an article about minimizing cancelled appointments that includes:

  • What to say (and avoid saying) when leaving a reminder on a patient’s voicemail
  • How to handle changes to dates or times
  • Providing a constructive response when a patient has changed his mind about treatment

The ADA Center for Professional Success is a member-only resource. While you are there, check out the other resources including Be a Great Boss, Checklist for Terminating an Employee and Using Flexible Benefit Plans in your Practice.

Stop the Conversation Hogs at your Next Meeting by Using Brainwriting

checklistAt some meetings it seems like a minority of the participants do a majority of the talking. But urging the chatterboxes to shut up or coaxing the wallflowers to speak up is unlikely to solve the problem.

Leigh Thompson, a professor at the Kellogg School of Management and a team consultant offers three techniques to ensure broader participation by meeting attendees. One approach caught our attention–instead of brainstorming, try brainwriting. We’re partial to the description Debra Kaye put together over at the Build Network:

Step 1: Write just one sentence each. For the first five or 10 minutes of your next idea-generation meeting, every team member writes down one good idea or one proposed solution on, say, each of a small stack of index cards.

Step 2: Consider the idea, not the source. When the timer goes off, all cards are submitted anonymously and taped or thumbtacked to a wall for the whole team’s consideration.

Step 3: Put it to a blind vote. Team members signal their interest in an idea by marking it with a sticker or a Post-it note. Everyone gets a limited number of stickers and, if done right, the best ideas emerge quickly

What about you—what has been an effective tactic to ensure that everyone in a meeting is heard? Leave your answers in the comments

Add This Phrase to Supercharge your Feedback

mentoring

Great feedback can help move a person forward, while ineffective feedback can stall or even reverse progress.

What is the secret of great feedback? Author and blogger Daniel Cole identifies one phrase that dramatically increases the likelihood that the recipient will use the feedback to improve:

I’m giving you these comments because I have very high expectations and I know that you can reach them.

Why is this 19-word phrase so effective? Cole explains that the phrase contains three essential signals:

  • You are part of this group.
  • This group is special; we have higher standards here.
  • I believe you can reach those standards.

Notes Cole:

The key is to understand that this feedback isn’t just feedback–it’s a vital cue about the relationship. The reason this approach works so well has to do with the way our brains are built. Evolution has built us to be cagey with our efforts; after all, engagement is expensive from a biological standpoint.

But when we receive an authentic, crystal-clear signal of social trust, belonging, and high expectations, the floodgates click open.

Now it’s your turn—do you have any techniques you use when giving feedback to ensure your feedback moves the listener forward, not back? Leave your answer in the comments.

In a Time of Change Find out Why Things are Going So Well

Leading a group at a dry erase boardSometimes it seems we’re wired to correct the negative. So when it comes to making a change, we’ll wonder, “What is the problem and how shall I fix it?”

Author Dan Heath suggests that this approach probably works fine most of the time — if your kid has a single F on his report card, by all means focus on that problem. However in a post on the Fast Company blog, Heath suggests it isn’t always wise to focus on problems:

There’s one time in life when this problem-focus backfires on us, and that’s when we’re trying to change things. In times of change, our report card doesn’t look almost-perfect. It looks mixed. Parts of it look like a failure. And if, in those times, we slip into problem-solving mode, we’ll spin our wheels, because there are problems everywhere. That’s a recipe for inaction, for paralysis.

What’s the answer? Instead of focusing on the problems, identify the parts that are going right and try to reproduce those results. Heath calls this a bright spots focus.

Here’s an example — let’s say you set a New Year’s resolution to get more exercise, and that looking back you haven’t been as consistent as you hoped. You probably exercised on some days – what made those days different? If you do some detective work to identify those bright spots (“I woke up earlier on those days,” or “I had my gym bag ready-to-go by the front door,”) you can focus on increasing the number of good days, rather than scolding yourself for having bad days.

Have you found any bright spots? Leave your answers in the comments.

Schedule a Workshop for your New Dentist Committee

local arrangements committee smiling (2)Whether you are looking for a basic workshop to get off to a good start, or an advanced workshop, customized to meet your group’s needs, an ADA New Dentist Committee Workshop can help you elevate your connection to new dentists to the next level!

Both the basic and advanced workshops are designed for current and prospective members of your New Dentist Committee, as well as society leaders who work with or have an interest in the activities of the committee. The workshops are conducted by ADA staff in conjunction with the district representatives from the ADA New Dentist Committee.

There is no charge for workshops. The ADA pays for all of the speakers’ expenses, and the society hosting the meeting is requested to provide continental breakfast and lunch for the attendees as well as a location for the program.

To Schedule a Workshop or For More Information Please contact the ADA New Dentist Committee office at newdentist@ada.org.