Sometimes we can find ourselves in some pretty awkward situations. Your reaction can make things get better or make them even more uncomfortable. If you really think about it, most situations involving personalities fall into a few categories. I was in a treatment plan consultation today with some pretty unusual people. There was a mother, father and adult daughter. The father sat in the middle of the women and was a major curmudgeon. He was very combative and I understood that he wanted to make me squirm. I recognized that immediately and whenever he made a goofy comment I just asked him to repeat himself. He would wave his hand at me and say, "Oh, never mind." I just smiled and said, "Oh, I never mind answering questions." By the time he left he thought I was just great. I recognized someone who would respect me for not being intimidated. He had two intimidated females on either side of him. He was bored and I was a challenge.
Then there are the bullies. They are rude, they interrupt and they dismiss. They demand that the dentist come talk to them and expect me to slink off down the hall in surrender. I explain that the dentist will be happy to talk to them, but since he wasn't planning on it today and has other patients, we'll have to reschedule. No problem, my ego can take it. Most of the time my boss will invite me to sit in on his consult so that the patient doesn't get the idea that he can call the shots. You see, in the end, my boss holds all the cards, he's the one who's got what the patient wants. We have a good thing going with our working relationship and it can outlast anything a patient throws at it.
One of the most difficult is the patient who doesn't ever want the meeting to end. Once everything has been explained and all questions have been answered they begin again with the same questions. It's a dental twilight zone. At this point I find it best to voluntarily offer a brief synopsis of everything that was discussed and point it all out on the treatment plan that they will take home with them. I'll suggest that they go home and digest what we've talked about and call or come back in if they still have questions after that. I then thank them for asking such educated questions and most importantly, I stand. Body language can speak volumes and if you ever want to see the light of day again, with a patient like this, by all means use your best moves.
The most uncomfortable situation may be with the patient who receives unexpected bad news and becomes extremely emotional. Be supportive and empathetic. Point out whatever positives you can, even if it's just the good decision they made to seek treatment. Promise to help them through and work with them to gain their trust and keep them comfortable. In the end, you may make a huge difference in their health and their life.
If you think before you speak and act, sticky situations don't have to become really uncomfortable. Stay calm and think with reason. Take your time and gauge your responses to get the best outcome in any sticky situation.
Then there are the bullies. They are rude, they interrupt and they dismiss. They demand that the dentist come talk to them and expect me to slink off down the hall in surrender. I explain that the dentist will be happy to talk to them, but since he wasn't planning on it today and has other patients, we'll have to reschedule. No problem, my ego can take it. Most of the time my boss will invite me to sit in on his consult so that the patient doesn't get the idea that he can call the shots. You see, in the end, my boss holds all the cards, he's the one who's got what the patient wants. We have a good thing going with our working relationship and it can outlast anything a patient throws at it.
One of the most difficult is the patient who doesn't ever want the meeting to end. Once everything has been explained and all questions have been answered they begin again with the same questions. It's a dental twilight zone. At this point I find it best to voluntarily offer a brief synopsis of everything that was discussed and point it all out on the treatment plan that they will take home with them. I'll suggest that they go home and digest what we've talked about and call or come back in if they still have questions after that. I then thank them for asking such educated questions and most importantly, I stand. Body language can speak volumes and if you ever want to see the light of day again, with a patient like this, by all means use your best moves.
The most uncomfortable situation may be with the patient who receives unexpected bad news and becomes extremely emotional. Be supportive and empathetic. Point out whatever positives you can, even if it's just the good decision they made to seek treatment. Promise to help them through and work with them to gain their trust and keep them comfortable. In the end, you may make a huge difference in their health and their life.
If you think before you speak and act, sticky situations don't have to become really uncomfortable. Stay calm and think with reason. Take your time and gauge your responses to get the best outcome in any sticky situation.