Batter up!

Apr 25, 2010

I just can't let the start of baseball season go by without reconnecting to my all-time favorite, love-of-my-life game. That said, I'm not really a big fan anymore, and I've never had season tickets. I have no idea which team is in first place, who's got the highest batting average, or who's pitched the most strikeouts. But I love the feel of the game. And I love the impact it's had on my life.

As a boy, baseball taught me teamwork and individual performance, courage and persistence, grace and beauty, concentration, and quick decision-making. I learned to oil my baseball glove to keep it in supple condition so I could "feel" the ball that I was catching, eat and drink right to keep my body in top playing form, always be in the "ready" position, pay attention to my coaches, learn from others' mistakes, and never make fun of anyone's error ... because my turn would come, too!

In baseball, there's an expression called "waiting for your pitch." For the batter, that expression means not swinging at the first pitch that comes to you when you "sort of" like it, but waiting until you get a pitch in the exact spot you want it -- and then hit it with all your might!

In working with others, we can do the same thing. Anxious to help people and fix or solve problems for them, many of us "swing early," throwing out a lot of questions, offering solutions, or asking another question before the first one is fully answered. Even worse, we provide treatments that patients don't really understand why they need them!

Instead of diving in and doing something, ask a question, then sit back and listen. If the person stops talking, wait some more. Silence is vastly underused because people hate silence! If you just give people some space, they will resume and dive a little deeper into what they were talking about. On top of that, they will feel you have really listened (because you have!). And that, my friends, is important for building trust and your relationship with patients.

To put this in perspective of your dental practice, instead of presenting treatment at the first hint of you knowing what your patient's problem is, slow down and ask a few questions to make sure he or she truly understands, or at least clarifies, what the problem is. Then -- and only then -- is it time to "take your swing" and present the treatment options. If you'll just do that one thing, your treatment acceptance will increase.

Remember, you'll get your pitch, and you'll be able to make the "home run swing" that will be the most beneficial for that person if you just be patient, get in position, focus on the matter at hand, and be ready.

Batter up!

Don Deems, D.D.S., F.A.G.D., known as the Dentist's Coach, is a co-founder of the Dental Coaches Association, an organization of dentists who are professional coaches committed to bringing professional coaching to the dental profession. Learn more about professional coaching by visiting www.dentalcoachesassociation.org or www.drdondeems.com.

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