Dos and don'ts for practice management: A positive attitude gets positive results

When you use scripting for staff training, you are also educating and motivating team members. They will gain confidence and project enthusiasm, contributing significantly to the office environment and reinforcing treatment recommendations when the opportunity presents.

Use power words to emphasize benefits to patients. Make sure your staff members understand the concept of power words and how to use them. If doctor and staff speak of recommended treatment with words such as "great ... fantastic ... terrific ... awesome," case acceptance will increase.

Don't let personal problems get in the way. Everyone has bad days. By role-playing to learn how to create a positive, supportive atmosphere for patients, the entire team can rise above any personal issues that might interfere with patient relationships or practice success.