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"Once a human being has arrived on this earth, communication is the largest single factor determining what kinds of relationships he made with others and what happens to him." 
 
~ Virginia Satir

About Judy Kay...
Positive~Practical~Proven! 
Her message empowers, energizes, and exhilarates others to maximize their performance and get results.  She excels at creating a happy, healthy and high performing work environment by developing leadership, opening mindsets, elevating attitude, strengthening communication skills and  doctor/team/practice revitalization.  
 
- Her encouragement, creativity and dynamic spirit are contagious.
 
- A natural communicator and trainer with 25+ years' experience in the industry.
 
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                  External!

 
 
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952-435-4355
 
 
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"The problem with communication ... is the illusion that it has been accomplished."
 
~ George Bernard Shaw

 
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November 2010
 
November 
 
NEWS FLASH!!!
  
Intercommunication Dialogue 
 
 
   

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  You've said it before..."This year will be different."  But WILL it?  Make 2010 YOUR year to change.  Learn more, do more, become more!  We are excited to offer this newsletter to help inspire and empower our readers to maximize their performance and shine!
 
Monthly Podcast 
  
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Click on Intercommunication Dialogue or the orange box to listen to this month's pod!
(under 3 minutes)
 
 
 
First Impressions
 
This month's newsletter is dedicated to Intercommunication Dialogue.  The skill to communicate mutually as people and exchange ideas or opinions on a particular issue or topic with a goal of reaching an amicable agreement or settlement.    
 
  Appreciate 
 
 
 Being open, respectful, and understanding of others are the keys to Intercommunication Dialogue!
 
  
Personal
Inspiration
  
                   
Communication isn't always effective; sometimes it can create even greater problems.  In John C. Maxwell's book, Everyone Communicates Few Connect he shares; 
  • If communication can fail, it will.
  • If a message can be understood in different ways, it will be understood in just that way which does the most harm.
  • There is always somebody who knows better than you what you meant by your message.
  • The more communication there is, the more difficult it is for communication to succeed.

Effective communication happens only when we connect with one another and does not just happen by accident.  That's where the skill of intercommunication dialogue comes in to play. 
Connect puzzle
  Intercommunication Dialogue


The skill of communicating back and forth with each other in an open, understanding and respectful manner to come to a solution that is good for all parties involved.  Sounds good doesn't it? 

Intercommunication Dialogue with your team happens when you remember the following: 
  • People may hear your words but they feel your attitude.
  • That will either enable you to connect with people and win them over, or it will alienate them and cause you to lose them.
  • Your attitude often overpowers the words you use when speaking to others.
  • Energy, intensity, conviction

Doctor/Manager Role 

  • Find common ground and start from there
  • Intent versus perception - consistent problem
  • Try to see through their eyes not yours
  • Your team needs to feel you are on their side
  • That you understand them
  • That you are there to help them succeed
  • That you have high expectations of them (they will rise up to meet them)
  • Help them feel your passion for the subject and them
  • Show your confidence in them 
Team Members' Role 

  • Mirror back what you hear is being said, and ask "Am I understanding this correctly?"
  • Take notes if more than one request or several details
    Ask questions when you don't know how or are unsure
  • Talk about things with the Doctor/Manager when you are having difficulty
  • If you are concerned you can't complete a task the day it is due - ask doctor/manager what tasks they would prefer you to complete or if there is someone that can assist you
  • Double check to confirm you are accurate      

 
Professional Inspiration  
 
There are 5 components necessary to create successful Intercommunication Dialogue with your patients.
 
Information
First you must get to know your patient.  How do they like to receive their information?  What has their past dental experience been like?  Was it positive or negative?  What are their goals and desires for their dental health?  Ask your patients about their life.  It is important to know what is going on in their life as it will affect what treatment they may choose.  They are not just a set of teeth.  Ask your patients about their health, family, and work?  What is happening in their life that would possibly be a financial, time, or commitment conflict with the dentistry they need? 
 
Education
The key in education is to educate less, understand more.  Stop data dumping information.  Present in bite size pieces and ask questions as you go along.  Get to the point!  It is not only what you say but how you say it that is important.  Say it clearly.  Communicate on their level - talk to them not over them.  Using dental jargon or clinical words your patients don't understand will not impress them.  It will only confuse your patients enough to say no to treatment.
 
 
A preschool-aged boy was eating an apple in the backseat of the car.  "Daddy, he said, why is apple turning brown?"  The boy's father explained, "Because after you ate the skin off, the meat of the apple came into contact with the air, which caused it to oxidize, thus changing its molecular structure and turning it to a different color.  There was a long silence, and then the boy asked, "Daddy, are you talking to me?"
 
Personalization
How does the dentistry you are suggesting fit their life?
Just because you offer an exceptional quality of dentistry and service and the patient needs the treatment doesn't mean automatic case acceptance. Paul Homoly, Homoly Communications Institute shared that it takes three key factors to get case acceptance; quality, suitability, and affordability.  His example was that we don't all drive a Rolls Royce or live in a $3,000,000 home even if we think they may be the best quality.  It also has to do with how suitable and affordable it is for where we are in our life at the moment.  Case acceptance happens when we connect what's going on in the patient's life and what's going on in their mouth and collaborate together on a treatment plan. 
 
Verification
Do your patients understand and consent to treatment?  To verify, recap treatment sequence, time, cost and compliance commitments.  Reassure your patient you can help them and ask them if the have any questions.  Once they have made their decision, reinforce they are making a good decision.

Complication
No matter how hard we may try complications that create conflict can happen.  How do you resolve conflict issues with your patients?  Do you address conflict or do you just hope it will all go away?  Here are seven steps to help you address and resolve conflict.
 
  
  1. Speak in a congenial tone 
  2. Be open and positive (don't already have your answer to the problem in mind)
  3. Ask questions
  4. Listen calmly
  5. Focus on WIIFTP (what's in it for the patient)
  6. Ask your patient what they feel would be a good solution
  7. Collaborate and agree on a solution
 WIIFTP
 
Practicing Solutions
 
           Detour Sign
 "What you are speaks so loudly that I can't hear what you say."
 
~ Ralph Waldo Emerson
 
Situation: 
I can't seem to make my team members understand what I want and need from them.  I explain exactly what I want and they still don't get it.
 
Solution: 
Steps to resolution:
Sometimes intent and perception fall far from the goal.
 
  • Be the message you want to see.
  • Speak slowly, clearly, and explain your expectations
  • You may also back it up with a written note
  • Ask your team member if they have any questions and if they are they set to proceed
  • Ask them to mirror back what you said
  • Repeat again if necessary
  • Approach in a caring manner and positive attitude
  • Focus on your team member by asking how you may help them succeed
  • When tasks are not complete or are inaccurate ask why, it shows you care and that you are interested in helping them to succeed
  • Avoid using words to overpower
        
   
      
E-mail your situation for a solution to
 
 
 
2010 Speaking/Schedule Highlights
 
November 10-11, Bismarck, ND (private)
December 2, Dr. Tony Skinner Club, Edina, MN
 
 
For more information on how you may attend a webinar or presentation please contact Judy Kay by emailing [email protected]
 
Will 2010 be just another 12 months in your life, or will it be the year that turns your life around?  Let us help you take the actions to maximize your performance, and get results.  Don't just make it a GREAT year make it an EXTRAORDINARY year!  In fact, the best year of your life. 
 
Contact Judy Kay today if you are ready to start the momentum to your best year ever!
 
952-435-4355