Being an orthodontist is a leadership role. Whether we like it or not, we have to lead a team to maintain a practice and guide our patients through their treatment. Part of leadership is great communication skills and being able to drive change in those around us. Therefore, the best teams and leaders communicate well and constantly work on their communication styles.
The new patient exam is one great example of effective communication skills in an orthodontic team. The exam is an opportunity to share information about our practices and to discuss proposed treatment with patients. For this reason, your communication style and delivery methods at this stage have a tremendous impact on how your orthodontic practice performs, including its case acceptance.
Let’s review three communication levels that directly impact how well an office can do in new patient conversion, patient compliance, team commitment, and many other relevant aspects to an orthodontic practice.
First Level: Informational
The first level of communication is informational. This type of communication focuses on delivering information to the recipient in an organized, precise matter and has one direction. In orthodontic practice, we are usually good at this form of communication since most doctors and teams are comfortable sharing information, often technical. For example, we inform our patients about treatment options, the features, and the benefits our offices offer. We deliver informed consent and educate patients on the value of the services we provide. Good practices explain all of this well and are informative.
Second Level: Transactional
The second level of communication is a two-way communication form, where both parties share information and exchange the message we want to get across. It is a two-way street, and a key component to this level of communication is listening skills. Effective transactions occur when doctors and patients remove barriers and share what they are looking for and achieved. In addition, TC’s can improve this communication style to develop the best financial arrangements for a family seeking orthodontic care. Clinical teams can overcome difficulties in a patient’s treatment by discussing progress and challenges. Therefore, great practices incorporate their transactional communication skills to improve their interactions.
Third Level: Transformational
The third and most meaningful form of communication is transformational. The greatest difference between this style and the other levels of communication is an emotional connection. A transformational vocabulary allows a doctor and their team to build a relationship with a patient. Instead of delivering information or transacting with each other, orthodontic teams can share their story and purpose much more effectively. Building on emotion, transformational communication creates a strong connection between the two parties. Amazing orthodontic teams take this level of communication when appropriate. Above all, the orthodontic journey can be a special one when we invest in the relationships we build in practice.
