Every Ortho Team Member has been faced with the non-complaint patient, the no show, the late patient and the non-paying parent. You deal also with stressful team issues. It’s all part of doing business in Ortho and no one is free from it. How you handle these situations, the tone of voice you send, the body language that accompanies the conversation can all lead to solutions and understanding or anger, poor service or even damaged team relationships. Quick tips for talking will be shared to assist you in creating a happier patient/parent/team relationship and greater self-confidence in dealing with common “Tough Topics”.
Understand how important your tone and body language are to the conversation.
Identify words to use to diffuse an argument or a misunderstanding.
Remain calm and polite when faced with tough conversations.