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