3 basic things that any successful communication needs is a Genuine Sender , Message to be communicated ( it maybe idea, feeling, offer etc.)
and a Patient Listener.
In our Dental Practices we have to play both the roles When it comes to communicating with staff , patients or lab personnel.
We as a sender have to make sure we have constructed our message to be well accepted and absorbed by the Listener.
Now how do we do that..
It starts with being a Patient listener first. Patients have a lot to tell and being an expert they look at us to help them solve their problems.To Solve a problem we first need to listen (completely) then understand then interpret and after patient has finished , summarise what we understood and once the patient is convinced that you have understood his problem,he automatically converts into a Patient Listener and you come to your favorite position of Genuine Sender , providing the solutions to his problems.
Listening is an active process with massive capacity, not a passive.
We can speak 125-200 words in a minute but listen to 450-500 in a minute.
This is because when we speak we think and when we listen we should not think but only absorb and understand.
Listening differs from hearing , hearing is just the noise that falls on ears and listening is absorbing to understand and interpret later.
You maybe a good listener but for the Patient to know this you have to reinforce it with your body language by leaning forward nodding your head in between, raising your eyebrows, using low voice verbal affirmations as Hmmm,oh I see,I understand etc.
False listening can easily made out when u are looking frequently at phone or papers on your desk or away from the Speaker.
(Blog to be continued tomorrow….stay tuned)
Dr Santosh Pingale
DBM Coach ( Western India)
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