Do's and don'ts for scripting: Create powerful scripts

You can't just wing it when it comes to communicating with patients. Knowing what to say greatly enhances every interaction. Excellent scripting is powerful, effective, and allows dental teams to improve performance on a daily basis.

Identify the goal of the script. Is it communication, education, case acceptance, or cooperation? With the goal in mind, write a topic sentence. This opening sentence should describe what you are about to discuss. For example, "Mrs. Brown, we need to talk about some treatment options for your cracked tooth." Or, "Mr. Johnson, we need to discuss your account balance." It's important to introduce scripts with a topic sentence to set the framework. The patient will then be better prepared for what is about to be discussed.

Don't forget to add value to the conversation. Use power words and benefit statements to create more value during patient interactions. Power words generate a positive attitude and demonstrate an intention to be helpful to the patient. They include words like "great," "terrific," "wonderful," and "outstanding." Benefit statements focus on why the patient should be motivated to follow recommendations, whether it's treatment or taking care of a balance. From a psychological viewpoint, benefit statements help patients understand why it's in their best interest to do as recommended.

Roger P. Levin, DDS, is the founder and CEO of Levin Group, the leading dental practice consulting firm in North America. For the complete list of dates and locations where you can attend his latest seminar, visit www.levingroup.com/gpseminars.

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