Monday Morning Meeting: How to Handle Hard-to-Talk to Patients – The Shy/Quiet Patient

Monday Morning Meeting: How to Handle Hard-to-Talk to Patients – The Shy/Quiet Patient

As you know, not every patient you speak with is going to be responsive and excited about their dental care. Knowing how to handle these hard-to-talk to patients will help you succeed in communicating. We recommend picking up Robin Wright’s Tough Questions, Great Answers: Responding to Patient Concerns About Today’s Dentistry. Here are some tips Wright recommends… This week’s patient is The Shy or Quiet Patient.

The Shy or Quiet Patient

This patient is reluctant to speak with you candidly. They answer open-ended questions reluctantly and with as few words and details as possible. It can be hard to get a complete picture of their needs, wants, and questions.

The only tactic that will work with the Shy or Quiet patient is patience.

Do This:

• Patiently wait for answers. If you’re in too big of a hurry, you might cut them off or scare them away.
• Ask only open ended questions.
• Ask questions one a time.
• Give nonverbal signs of encouragement (nods, smiles, etc.)
• Compliment their contributions (ex: “Please go on.” Or “Thank you for telling me.”)

Don’t Do This:

• Don’t interrupt or cut the patient off.
• Don’t ask Yes or No questions.
• Don’t ask multiple questions at once or multi-parted questions.
• Don’t fidget, sigh, or give other signs of impatience.

We highly recommend picking up Tough Questions, Great Answers: Responding to Patient Concerns About Today’s Dentistry by Robin Wright. In this book, Wright goes in depth into the best and most effective methods for handing customers and their questions. How to answer your patient’s questions is one of the most invaluable tools you and your staff can have. Tough Questions, Great Answers can be found on Amazon; Here is the Link to Purchase: http://www.amazon.com/Tough-Questions-Great-Answers-Responding/dp/0867153202