Aspire2d's Sunday Series: Creating Positive Verbals

In this special series, we'll look at one simple thing you can introduce into your practice on Monday. Make those small changes to improve performance, refine daily activities, enhance patient service and build your exceptional practice.

One simple way to set a positive tone for your interactions with your clients and around your practice is to swap out your negative words with a positive alternative.

Truth be told, it does take some practice to form this important habit.  Once you start though, you will notice how much you say during the course of the day is in the negative.

What is negative language?

Negative language can often be used without even knowing how it could affect the other party.  Yes, you may be giving them the truth but it focuses on what can’t be done, can make the other party feel like they are at fault or could even feel like it’s a hopeless situation. If you’re continually a ‘naysayer’, always saying “No” other negative word, you’re creating a negative environment.

Why are positive verbals beneficial?

Positive verbals can influence how your clients perceive you and they also influence behaviour.

Obviously what existing and prospective clients think of you is important. For example, what is your reputation like? How do you make them feel? How do you treat people? What's the 'vibe' of your practice? Are they going to return to you or refer their friends?

Co-operative clients, people who are happy to accommodate when you ask, generally only do so when there is a respectful and trusting relationship.  When they know you have their interests in mind, they are more likely to form such a relationship and become more co-operative.  This is vital, especially at the front desk.

Communicating using positive language says to the patient, THIS is what CAN be done.

I once overheard a dental assistant on the phone, helping out as the front desk coordinator was busy.  The conversation went like this:

"No, sorry......... We're not, sorry........ No........ I'm not sure......Not on Saturday....... Ok, bye"

I asked her what the call was about:  just the usual, someone with a problem tooth wanting to be seen. Who was the caller? She didn't know. Existing or new client? Didn't know.

What DO we know?  The caller didn't make an appointment. As a business, if we can't convert callers into paying clients the business flounders.

What is the objective of using positive verbals?

In everything that we communicate, the goal is to add value for the client.  That value must benefit them in some way.  Our communications need to provide INFORMATION and EDUCATION.  Simply answering a query with a 'no', even if you apologise with sincerity, adds no value and does nothing to build the relationship.

Your role is to help the patient get the care and treatment they need and deserve. 

You do this by being informative, knowledgeable, open, able to educate when required and to provide solutions by removing obstacles.

Positive language portrays you as:

• co-operative
• helpful, confident
• more pleasant, friendly
• informative
• positive, upbeat
• encouraging

Positive language says what can be done

• Yes
• Of course
• Definitely
• We can help by…
• May I suggest …
• An option open to you is…
• What we can do is..
• It would be my pleasure to …

Examples of turning a negative into a positive

"I'm not sure" → "Let me find out for you"

"Our policy is...." → "We would really appreciate if.." or "We ask that.."

"We have to take xrays otherwise we can't properly diagnose the problem" →  "We can certainly assess that tooth and Dr X will be happy to discuss your concerns about xrays."

"Have you been to us before?" → "May I ask your name so I can bring up your file"

"I'm sorry but we're full that day" →  "I can offer you Thursday at 2pm or Friday at 8am and we can certainly call you if a time becomes available on Wednesday"

"Can you come in sooner, we've had a cancellation" → " Dr X is running ahead of schedule, is 3pm suitable for you?"

"We're not open Saturday afternoons" → "It sounds like you'd like an appointment after hours.  I can offer you Tuesday or Thursday evenings, which is more convenient?"

So put on a smile and your 'helpful' hat and see how you can turn your negatives into a positive!  The key is to open up the conversation, ask questions and get to know more about your clients or prospectives.