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Communication skills curriculum sheet
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Communication skills curriculum sheet

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  • 1. Wayne D Pernell, PhD Pride Institute Master Communication Skills Curriculum (Notes In Red would be filled in by participants along the way) Module One: Open Ended Questions - What or How - You or Your - Feeling Oriented Examples - What was it like at your last dental office? - What did you appreciate the most about your last hygienist? - What are you hoping for from me today? - How can we help you feel even more comfortable? Skills Practice Easy Quiz Module Two: Impact or Second-Level Questions - How has that affected you/your life? - What would it mean for you to have xyz treatment done? - The Story of The Elderly Woman - Mars & Venus  Dental Offices Need To Get Back To Venus! Module Three: Active Listening – Four parts to this formula: _____________________ + ______________________ + ______________________ + _____________ (Lead In + Emotion + Content + Pause) (and why each step is important) The above steps help to: __________________________________ (clarify the motivator – next module explains how to use that knowledge)
  • 2. Wayne D Pernell, PhD Pride Institute Which you then use to show the patient WIIFM from their perspective!! Module Four: B + P B = Benefit P =Procedure Example: - In order to… - Because you said _____ was important to you, . . . Module Five: Meta-Communication It’s not only what you say, it’s also ___________________________________. The words you use account for only ___% of the concept you’re conveying. That means that a full ____% of what another person is picking up from you is through your body language, facial expression, and vocal inflection – Albert Mehrabian’s work broke that out further: 55% of what we convey is in body language and facial expression 38% of what we convey is in our voice Pace Pitch Tone Volume AndMELODY Remember To Stay CURIOUS!!!

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