This document discusses the importance of relationship-based dentistry and serving patients with soul. It emphasizes truly listening to patients, understanding their experiences and goals, and helping them achieve what they want rather than pushing one's own agenda. The concept of being an "ally" to patients is introduced, which means committing to understand the patient, clarify their desires, and support them without judgment as they make their own choices. The role of an ally is to encourage and advise sparingly, but ultimately respect the patient's autonomy to "fight their own fight" and own the decisions.
Dementia Care At Kingsley Healthcare Business Feb 2012mandyjmasters
Dementia care needs to focus more on meeting emotional and social needs, not just physical needs. The author's care home has changed its approach to focus on connecting with residents and allowing them more control, independence and feeling that their lives still have meaning despite their illness. They are seeing positive results like decreased use of unnecessary medications and improved well-being of residents. The new approach requires training staff to understand different stages of dementia and to interact with residents in a more person-centered way.
This weekly bulletin from the Rotary Club of Freshwater Bay provides updates on club activities and projects over the past week. It discusses an ethics article, knitted items sent to AIDS babies internationally, the outbound GSE team traveling to Texas, a ShelterBox fundraising event, and Rotary International President DK Lee's upcoming visit. It also recognizes Rotarian Bill Hassell receiving an Order of Merit from Germany and previews upcoming club events and speakers.
Community Treatment Solutions provides services to children, adolescents, and their families. In 2008, they served [NUMBER] children and had annual revenue of [AMOUNT]. They utilize a strengths-based and family-focused approach with a continuum of services including treatment foster care, intensive clinical services, and transitional living programs. Their goal is to help clients build life skills to overcome barriers and function productively.
After The Gift: How To Build A Satisfied, Loyal Donor Base4Good.org
Everything you do after someone makes their first donation will determine if they will give that all-important second gift. 50-80% never do. And this is costing you money. Why? Because it’s much more expensive to find a new donor than it is for you to keep a current donor. This webinar will explain the reasons donors often stop giving to your organization and what you can do to change that.
Dementia Care At Kingsley Healthcare Business Feb 2012mandyjmasters
Dementia care needs to focus more on meeting emotional and social needs, not just physical needs. The author's care home has changed its approach to focus on connecting with residents and allowing them more control, independence and feeling that their lives still have meaning despite their illness. They are seeing positive results like decreased use of unnecessary medications and improved well-being of residents. The new approach requires training staff to understand different stages of dementia and to interact with residents in a more person-centered way.
This weekly bulletin from the Rotary Club of Freshwater Bay provides updates on club activities and projects over the past week. It discusses an ethics article, knitted items sent to AIDS babies internationally, the outbound GSE team traveling to Texas, a ShelterBox fundraising event, and Rotary International President DK Lee's upcoming visit. It also recognizes Rotarian Bill Hassell receiving an Order of Merit from Germany and previews upcoming club events and speakers.
Community Treatment Solutions provides services to children, adolescents, and their families. In 2008, they served [NUMBER] children and had annual revenue of [AMOUNT]. They utilize a strengths-based and family-focused approach with a continuum of services including treatment foster care, intensive clinical services, and transitional living programs. Their goal is to help clients build life skills to overcome barriers and function productively.
After The Gift: How To Build A Satisfied, Loyal Donor Base4Good.org
Everything you do after someone makes their first donation will determine if they will give that all-important second gift. 50-80% never do. And this is costing you money. Why? Because it’s much more expensive to find a new donor than it is for you to keep a current donor. This webinar will explain the reasons donors often stop giving to your organization and what you can do to change that.
We’ll discuss dozens of online tools to help your nonprofit, almost all of them free or low-cost. For example, you’ll learn about tools enabling you to easily conduct your own webinars, free conference calls or international calls, manage your contacts and time, issue press releases, collaborate on documents, and much more. You’ll get the website address to install each tool we discuss.
Accountable Fundraising: You Can Integrate Achievement, Long-term Success and...4Good.org
Suggested practices in this webinar will significantly improve your bottom line as you gain better results for your cause, increases loyalty from staff and board, and deepens the level of appreciation from those who support your mission.
Este documento proporciona recursos y herramientas para realizar presentaciones multimedia efectivas, incluyendo bibliografía, sitios web, programas, imágenes, música, y cómo subir presentaciones y convertirlas a video. El objetivo es aplicar estas presentaciones multimedia de manera didáctica en el aula.
The Fairfield County Chapter Bulletin provides updates on upcoming events and activities for members. The next meeting will be held on March 15th at 7pm to discuss this year's fundraising gala. Members are encouraged to sell tickets and find sponsors to help raise money for the chapter's charitable causes.
eOffice provides flexible, competitively priced office space in city centers across the UK. Their vision is to improve professionals' quality of life through furnished, high-tech workspaces. They offer virtual offices, hot desking, meeting rooms, and serviced offices. Their spaces feature open layouts, modern design, and advanced technology. eOffice centers provide an affordable solution for startups and small businesses, especially in creative fields.
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This document proposes a rebranding of the Gap logo to better reflect the brand's focus on simplicity and style. The proposed new logo keeps the design clean and simple while adding more style through an abstracted jean texture and a contemporary sans-serif typeface. The redesign aims to maintain the core aspects of the Gap's branding through consistent color schemes and structure.
Leveraging Social Media for Nonprofit Events4Good.org
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This “brand 101″ session is designed to help nonprofit leadership and board members understand the basic concepts around developing and maintaining a strong brand:
- What it means to brand an organization
- How to identify what’s at the core of your organization’s brand
- How to build simple messaging frameworks that allow consistent communications of that brand
- How to help your organization “walk the walk” and deliver on the promise of your brand
Asian New Zealanders experience discrimination in various areas like public harassment and employment. They have higher unemployment rates compared to other ethnic groups. Those with foreign qualifications and ethnic names face greater challenges finding jobs. While discrimination does not always severely impact well-being, it can lead to poor health outcomes for migrants. The document discusses New Zealand's increasing ethnic diversity and approaches to promote social cohesion and reduce discrimination, including legislation, government initiatives, community capacity building, and improving intercultural competence.
The Keys to Successful Nonprofit Blogging that Drives Engagement4Good.org
If you have a blog, do you wonder why you don't have more readers? If you don't have one yet, have you considered what a blog might do to help you create greater awareness for your cause? This webinar will help you understand what folks are looking for, and how you can deliver. Plus, we'll discuss ways to drive more traffic and create greater engagement with your posts.
Correlating or aligning educational materials means connecting content such as test items or lesson plans to educational standards. Publishers must correlate their materials to state standards in order to sell them in many states. Accurate correlations are important so states can ensure materials help students master standards assessed on high-stakes tests. The document provides guidance on how to properly correlate content, including choosing the appropriate grade-level, standard strand, specific standard, and deepest level of the standard. Tips are offered for finding good correlations and maintaining consistency.
This document provides low-cost and free resources for prospecting on a shoestring budget, including public library databases, websites, and local business directories. It recommends utilizing reference librarians and searching properties, charities, and LinkedIn to find potential donors and clients. The author, Maria Semple, owns a prospect research consulting firm and has authored prospecting tools to assist non-profits and businesses.
Social Media Presentation to IIT Graduate Class- Professor JD GershbeinSue Koch
This document discusses the power of social media integration, specifically Twitter. It provides an overview and history of Twitter, outlines how businesses can achieve success on Twitter, and discusses how to leverage hashtags and integrate Twitter with blogging, Pinterest, YouTube, and Facebook. The key aspects covered are engaging an audience, building influence, and accelerating amplification through social media.
This document discusses the importance of rapport for marketers. It defines rapport as a relationship of mutual trust and respect involving being "in sync" with others through shared experiences and perspectives. Maintaining rapport requires trust, which is built through credibility, reliability, and intimacy. Rapport also involves being attuned to others' moods and able to adjust based on changing pressures and contexts. Strong rapport is developed through frequent, personal contact that satisfies emotional needs rather than just relying on data.
Personal trainers communication just fit training gervasio da gloriaGervasio Da Gloria
This document discusses effective communication and why we communicate in certain ways. It provides statistics on how people spend their time communicating and explores three common communication styles - passive, attacking, and passive-aggressive - along with their goals. The document suggests asking questions and listening actively to communicate effectively and solve problems and enhance relationships.
1. The document discusses ethics and principles in management. It describes the author's journey from working for multinational companies to founding MART, a rural development organization.
2. It defines ethics as the application of spiritual principles to human behavior. Principles are guidelines for human conduct that come from ancient sages and are fundamental and universal.
3. The author focuses on developing character through principles like integrity, humility and courage, rather than just personality traits. This leads to true personal power centered in principles.
The document discusses the importance of bringing home positive energy from work to nurture relationships. It suggests separating work stress from home by taking moments of stillness to refresh mentally and connect to your partner before arriving home. This helps ensure your partner feels like the most important thing and you can give them your full focus. Nature is presented as a good relationship therapist, as spending time in nature together can help couples connect and depend on each other.
Naval Mobile Construction Battalion (NMCB) 5 Seabees hold a Change of Command ceremony and prepare for deployment with a battalion Field Training Exercise (FTX)!
We’ll discuss dozens of online tools to help your nonprofit, almost all of them free or low-cost. For example, you’ll learn about tools enabling you to easily conduct your own webinars, free conference calls or international calls, manage your contacts and time, issue press releases, collaborate on documents, and much more. You’ll get the website address to install each tool we discuss.
Accountable Fundraising: You Can Integrate Achievement, Long-term Success and...4Good.org
Suggested practices in this webinar will significantly improve your bottom line as you gain better results for your cause, increases loyalty from staff and board, and deepens the level of appreciation from those who support your mission.
Este documento proporciona recursos y herramientas para realizar presentaciones multimedia efectivas, incluyendo bibliografía, sitios web, programas, imágenes, música, y cómo subir presentaciones y convertirlas a video. El objetivo es aplicar estas presentaciones multimedia de manera didáctica en el aula.
The Fairfield County Chapter Bulletin provides updates on upcoming events and activities for members. The next meeting will be held on March 15th at 7pm to discuss this year's fundraising gala. Members are encouraged to sell tickets and find sponsors to help raise money for the chapter's charitable causes.
eOffice provides flexible, competitively priced office space in city centers across the UK. Their vision is to improve professionals' quality of life through furnished, high-tech workspaces. They offer virtual offices, hot desking, meeting rooms, and serviced offices. Their spaces feature open layouts, modern design, and advanced technology. eOffice centers provide an affordable solution for startups and small businesses, especially in creative fields.
This document discusses the qualities and responsibilities of a leader beyond just being good, focusing on creating special value for the company. It asks a series of questions to evaluate if a leader has problems with motivation, contributes value, and has long-term plans for the company's growth over the next 10 years. A true leader must always improve their contribution, not just pay themselves, and earn the company's trust. Their special skills and value are what allow the company to view them as a "special person" and "beautiful swan" as the company grows.
This document proposes a rebranding of the Gap logo to better reflect the brand's focus on simplicity and style. The proposed new logo keeps the design clean and simple while adding more style through an abstracted jean texture and a contemporary sans-serif typeface. The redesign aims to maintain the core aspects of the Gap's branding through consistent color schemes and structure.
Leveraging Social Media for Nonprofit Events4Good.org
Social Media for Nonprofits and Eventbrite will present clear strategies, tactics, and resources for using social media to ensure the success of nonprofit events.
The term “strategic planning” gets attached to a wide range of nonprofit planning—for programs and services, budgeting, communications, information technology, etc. But these address very different kinds of issues, and should involve different participants, processes, tools, and products. We’ll look at the various kinds of planning needed by a nonprofit, see how they can intersect with and reinforce each other, and consider an approach that is more strategic, more effective, and less stressful.
This “brand 101″ session is designed to help nonprofit leadership and board members understand the basic concepts around developing and maintaining a strong brand:
- What it means to brand an organization
- How to identify what’s at the core of your organization’s brand
- How to build simple messaging frameworks that allow consistent communications of that brand
- How to help your organization “walk the walk” and deliver on the promise of your brand
Asian New Zealanders experience discrimination in various areas like public harassment and employment. They have higher unemployment rates compared to other ethnic groups. Those with foreign qualifications and ethnic names face greater challenges finding jobs. While discrimination does not always severely impact well-being, it can lead to poor health outcomes for migrants. The document discusses New Zealand's increasing ethnic diversity and approaches to promote social cohesion and reduce discrimination, including legislation, government initiatives, community capacity building, and improving intercultural competence.
The Keys to Successful Nonprofit Blogging that Drives Engagement4Good.org
If you have a blog, do you wonder why you don't have more readers? If you don't have one yet, have you considered what a blog might do to help you create greater awareness for your cause? This webinar will help you understand what folks are looking for, and how you can deliver. Plus, we'll discuss ways to drive more traffic and create greater engagement with your posts.
Correlating or aligning educational materials means connecting content such as test items or lesson plans to educational standards. Publishers must correlate their materials to state standards in order to sell them in many states. Accurate correlations are important so states can ensure materials help students master standards assessed on high-stakes tests. The document provides guidance on how to properly correlate content, including choosing the appropriate grade-level, standard strand, specific standard, and deepest level of the standard. Tips are offered for finding good correlations and maintaining consistency.
This document provides low-cost and free resources for prospecting on a shoestring budget, including public library databases, websites, and local business directories. It recommends utilizing reference librarians and searching properties, charities, and LinkedIn to find potential donors and clients. The author, Maria Semple, owns a prospect research consulting firm and has authored prospecting tools to assist non-profits and businesses.
Social Media Presentation to IIT Graduate Class- Professor JD GershbeinSue Koch
This document discusses the power of social media integration, specifically Twitter. It provides an overview and history of Twitter, outlines how businesses can achieve success on Twitter, and discusses how to leverage hashtags and integrate Twitter with blogging, Pinterest, YouTube, and Facebook. The key aspects covered are engaging an audience, building influence, and accelerating amplification through social media.
This document discusses the importance of rapport for marketers. It defines rapport as a relationship of mutual trust and respect involving being "in sync" with others through shared experiences and perspectives. Maintaining rapport requires trust, which is built through credibility, reliability, and intimacy. Rapport also involves being attuned to others' moods and able to adjust based on changing pressures and contexts. Strong rapport is developed through frequent, personal contact that satisfies emotional needs rather than just relying on data.
Personal trainers communication just fit training gervasio da gloriaGervasio Da Gloria
This document discusses effective communication and why we communicate in certain ways. It provides statistics on how people spend their time communicating and explores three common communication styles - passive, attacking, and passive-aggressive - along with their goals. The document suggests asking questions and listening actively to communicate effectively and solve problems and enhance relationships.
1. The document discusses ethics and principles in management. It describes the author's journey from working for multinational companies to founding MART, a rural development organization.
2. It defines ethics as the application of spiritual principles to human behavior. Principles are guidelines for human conduct that come from ancient sages and are fundamental and universal.
3. The author focuses on developing character through principles like integrity, humility and courage, rather than just personality traits. This leads to true personal power centered in principles.
The document discusses the importance of bringing home positive energy from work to nurture relationships. It suggests separating work stress from home by taking moments of stillness to refresh mentally and connect to your partner before arriving home. This helps ensure your partner feels like the most important thing and you can give them your full focus. Nature is presented as a good relationship therapist, as spending time in nature together can help couples connect and depend on each other.
Naval Mobile Construction Battalion (NMCB) 5 Seabees hold a Change of Command ceremony and prepare for deployment with a battalion Field Training Exercise (FTX)!
Flawless Leaders Release Your Trapped ValueDavid McCleary
This document discusses qualities of flawless leadership. It emphasizes self-awareness, self-acceptance, accountability, vulnerability and openness. Flawless leaders reject continuous searching for relevance and instead commit to authentic service and meaningful purpose. They embrace feedback and disagreement in order to continuously learn and adapt.
The document describes the development of an experience design model called MeWe to improve intimacy in couple relationships. It details research conducted with couples to understand relationship challenges and design prototypes for couples to express feelings and explore them together. Field testing found expressing and exploring feelings improved intimacy factors. The redesigned MeWe experience was more integrated and useful. MeWe 2.0 was created as an online tool for couples with Express and Explore modules to enhance emotional intimacy through ongoing sharing and exploration of feelings.
Successful Job Interview With The Body Language Cards ExampleBodyLanguageCards
The document discusses Body Language Cards, which are flashcards that teach the meaning and interpretation of emotional body gestures and non-verbal communication. The cards are meant to educate the "thinking" brain about information inherited in the "emotional" brain related to body language. The cards can be used to improve skills like presentations, negotiations, listening, and relationships. They provide a visual way to learn body language, which is a mostly non-verbal form of communication. The cards are presented as a gift or self-training tool that can benefit jobs like sales, customer service, and nutrition/dieting advice.
Jessica Reyes has been working on a product informational presentation about invisible braces called "incognito braces". Over the course of several meetings and activities spanning from September to November, she learned about orthodontics basics, safety practices, taking dental impressions, weighing the pros and cons of invisible braces, and discussing a prezi presentation. Her commentary indicates she came to understand the complexity of invisible brace treatment and importance of clear patient communication.
Communication barriers can take several forms, including physical, perceptual, emotional, cultural, linguistic, and gender-based barriers. Physical barriers include time, place, noise, and space. Perceptual barriers stem from differences in understanding, perception of reality, and values/attitudes. Emotional barriers arise from feelings like fear, insecurity, mistrust, and stress. Cultural barriers are caused by differences in communication norms across cultures. Language barriers occur when the sender and receiver do not share a common language. Gender barriers result from differences in how men and women communicate. Overcoming these barriers requires awareness, clarification, patience, understanding, and a willingness to learn.
This document provides an introduction to Rick Heames' avatar and background in Second Life. It shows screenshots of his avatar in different locations and activities like cooking. It also includes information about his education background with an associates degree and bachelor's in earth science, as well as his previous work in environmental consulting and current job substitute teaching. Pictures are included of his honeymoon and pets.
This document discusses the concept of an Indo-French border space that exists when interacting cross-culturally. It describes how this border space can be a zone of uncertainty and risk, but also enrichment and exchange. The document then provides an example of challenges experienced by an Indo-French team and how misunderstandings can arise from differing cultural norms and expectations. Finally, it outlines skills like cultural self-awareness, understanding others' perspectives, and effective communication that are needed to make cross-cultural interactions more productive.
1) The document summarizes Otto Scharmer's book Theory U, which introduces the concept of "presencing" - a heightened state of attention that allows individuals and groups to operate from a future space of possibility.
2) Effective leadership depends on the inner place from which a leader operates, but this dimension is often a "blind spot." Theory U identifies four "fields of attention" that determine how groups respond to situations.
3) Moving from reactive responses based on past knowledge to generative responses that address root issues is the key leadership challenge, requiring a journey through the "U" process of five core movements: observe, retreat and reflect, prototype the future.
Proactive stewardship is important for retaining donors and encouraging larger future gifts. Donors connect with people, not transactions, so forming human connections through thoughtful stewardship is key. Segmenting donors allows for tailored stewardship. Timely thank you calls and receipts within 48 hours set expectations. Listening to donors provides clues to strengthen relationships over time. Focusing more on stewardship than solicitation balances donor experience.
This document is promoting an upcoming event hosted by Anthony Robbins called "Unleash the Power Within" taking place June 11-14, 2009 in Toronto. The event is described as a transformational weekend that will help attendees take control of their lives, conquer fears, turn dreams into reality, clarify goals, increase energy and health, and learn strategies for success. Attendees will participate in exercises like the firewalk and learn principles to improve their finances, relationships, career and overall quality of life. Early enrollment is encouraged before February 6th for an added bonus of a free month of Robbins' online personal development program.
The document discusses the BP oil spill in the Gulf of Mexico and argues that complacency can have serious consequences. It notes that BP will be held accountable for the disaster, which was caused by negligence and the ignoring of warnings. The author believes that striving for perfection in business operations, no matter how small the role, can help prevent such disasters. Complacency must be avoided and continuous improvements made to minimize risks.
This document provides information about dental health and an upcoming event at Dr. Aragona's dental practice. It discusses the importance of using high quality dental materials and techniques to ensure patient safety. It also summarizes a mission trip Dr. Aragona took to India where they provided dental care to thousands of patients in need. The final section announces an upcoming Invisalign open house event being held by Dr. Aragona to provide consultations and special discounts to attendees.
1. Become A Remarkable Practice
Relationship Based Dentistry Loving our Living
Serving with Soul
T o serve with soul is to bring
congruence between the
W T
hat happens between a he slightest adjustment can human “doing” and the human
dentist (or any auxiliary) change the way we are perceived “being” thus exposing that
and a patient is shaped by many and ultimately impact how we are which lives TRULY in our hearts.
curious and confounding forces. valued and trusted so we can in
Confusion between beliefs,
actions or words and intent can
earnest, help them to health. I t’s just that sometimes hearts
get crusted over with the
I magine working every day in debris and hangovers of our
sometimes be far from what experiences (long term and in
we mean to convey. It’s true for a climate free of suspicion and
doubt. We all know that dentistry the last 10 minutes). It’s easy to
patients too. become cluttered and confused,
can seem equal to most patients.
S ometimes the smallest with the constant noise about
adjustments have the ability
to hugely impact the way we P rofoundly personal service can
be the defining difference. Once
trust is awarded – the heavens
price and convenience, and the
current pressures of running a
practice. So how do we keep
demonstrate caring and come to
understand what patients really open. It can be done in a matter of loving our living – even in to
mean. deliberate hours. sunset years?
S omething quite simple needs
change if we are seeking F or starters, we need to
believe that this precious
relationship between caregiver
something more from our career.
and patient deserves, even
demands, our commitment to
making it ever more conscious.
P riorities are adjusted with
each of us striving to take
our responsibilities to a more
deliberate level. And, to see to it
that our commitments are more
grounded, that they go beyond
mere intention but truly make a
meaningful difference.
T o be valued, choosing
dentistry must be an
experience instead of choosing
a bunch of procedures.
2. 2 B e c o m e A R e m a r k a b l e Pr a c t i c e
I magine if we were all serious
about doing away with
those distracted phone calls,
EQ. (Emotional Quo-
tient) has bounded
in to conversations. That
the times when we barely emotions effect behaviour has
listened, perhaps writing long been known. Develop-
up charts, looking at x-rays, ing EI - shortened to EQ - is
cleaning a room or watching the new “must have” in board
the screen while pretending rooms, bedrooms, class rooms
to be relating. We want to and health care. If we could
eliminate the token greeting, hear again Dr. Bob Barkley, Dr.
“how are you” and our minds L.D. Pankey, Carl Rogers and
elsewhere. We want to do others, I think we would hear
something better than visit
Big
united and repeated “wahoos” auxiliaries have said nearly the
questions come next
over dental conditions with as more people serve and act same words. All wondered
like how do I do it,
images, models or x-rays being with soul. They were indeed in the beginning when this
how long does it take, how
all we relate to. Many have had ahead of their time. thing called relationship
have others done it, and so on.
enough of that on both sides. starts meeting our criteria for
A learnable skill Now brace yourself a real mind
We want something more in bender. “success.” Well, I do hear you,
this realm called relationship. No matter the name, the and yet I need you to hear
concepts employ learnable It’s why that matters most. In that I earnestly know happy
Each of us knows what that
finding what you really love to practices with long standing
“something more” relationship skills that are unnatural to
most people. Like dancing, do, you’ll never have to work teams and clients are a reality.
feels like. Nature allows us to
close our mouth but not our everyone can learn the moves. a day in your life. Is delivering The people within are not
remedial care enough? What unrealistic - too soft hearted
ears. How we communicate is Some can really hear the
music and all get better with business do you want to be in? to be smart headed. Quite the
the linchpin.
practice. Whom do you want to serve? contrary. They are not of cults
All priests and priestesses What commitment are you nor trends nor bandwagons.
of health- centered, patient We can quickly change that willing to make? WHY? Chasing the cutting edge
centric, volitional, values, sometimes zest less thing we of technology they realize
often have called rapport. It only takes one
relationship based practice is easily duplicated and not
talks about “The Connection” We can begin to move it in distinctive to warrant loyalty
Practices change from the
needing to be more than it to new realms of real helping and support.
passion of one committed soul.
often is. instead of curing and deliver
“O. K., so if only I start doing
in our heart of hearts what we They know, and I probably
it, there already isn’t enough
That means we need more really, REALLY want to deliver need not remind you, that
of me to go around” a doctor
consciousness to use what’s – health preserving or revital- we’re talking about this fragile,
says. “It’s always me. I have to
available in all of us. We must izing, often invisible dentistry utterly frustrating, and yet
make the changes, I have to do
demand that each of us be that is paid for with happy ultimately incredibly fulfilling
the work, and he/she sits back
fully present. We must not dollars. profession called dentistry that
and does nothing. I’m run off
only listen to hear, but also is equally, if not more about
my feet as it is.” I understand
pause to feel what patients behaviours than it is about the
that wail of despair. I also
communicate. clinical science itself.
know that a fair share of
Happiness is like a butterfly, it is not to be
chased. Perhaps if you sit still it will light
on your shoulder
Reprint and distribution after talking with me - please & thankyou Suzan Bekolay 277 Frome Street, Fitzroy Harbour, Ontario K0A 1X0
Suz’s phone 613-292-1978 Fax 613-622-5422 www.clickcoaching.ca suzan@clickcoaching.ca
3. B e c o m e A R e m a r k a b l e Pr a c t i c e 3
W hat's this relationship
phenomenon – serving
burbs, rural towns and once
they learn and understand
not because they know they
should. There’s one thing that
with soul we're talking about?
Recently I’ve come to call it
it, and everyone uses even
just the fundamentals,; wow,
hasn’t changed in all these
years and that’s behaviour. Glorious
Change
the glorious changes it has New behavioural technologies
“The Ally Process”, a name are what has developed.
wrought.
coined by Dr. Sid Simon (Pro-
fessor Emeritus University of
Mass.,) and I like it. Treatment
coordinators and codiscover-
Just like the brilliance behind
the invention of post it notes,
the Ally process is a simple
P eople power busi-
nesses. As a spin-off
of allying with patients,
ies have become popular- concept. Let me speak about new chemistries formed
ized. Although well intended it from an old dental assis- in teams stemming from
hollow preach-teach systems tant’s perspective who had a the striking impact of
and insurance administration black belt in tongue fu. behaviour modelling.
prevails. Many employ what I Consistently, many found
call “tongue-fu”. In the early 70’s with passion- new joy in relationships
ate caring, I missed the most with each other. Happy
I’ve integrated “Ally” across important thing - people people are far more produc-
North America in large cities, change when they want to tive and open to change.
The Ally Process is fundamental to relationship based practice. It does not employ Tongue Fu -
teaching, evangelizing, or the manipulative, strong arming, outsmarting, out-
thinking realm of sales and heavy handed promotion. It coincides with the idea that “people don’t care how much you know until
they know how much you care” and the corollary “people go where they feel understood more than where they are taught to
understand”. (Thank-you mentors.)
I simply decide to become an ally to you. I make that conscious, aware, commitment. I focus on achievement - even baby steps
to health, not the “success” of “filling holes in the books”. As your ally, I listen very, very carefully to understand your experiences,
what it is you say you want to achieve then patiently explore the meaning of them both. I never assume meaning since all
meaning is personal. I try to help you figure out what you want, why it’s important to you and finally help you get what you want.
Maybe it is to use up your insurance. Maybe it is to save your teeth in to old age. Maybe it is to have all your teeth out. Maybe
it is to heal your disappointment at how your teeth have deteriorated. Maybe you think dentists are rip off artists as dentistry
repeatedly failed. I try my darndest not to judge your want, distillation, fear or to shape it, influence it or change it to meet my
standards nor align it with my experiences with other patients.
OK, that seems pretty straightforward. A lot of dentists will say "Hell we do that every day." Well, maybe. If there’s room for
you to love you living more, you might consider looking harshly at how you give advice or “recommend”. Perhaps you
have occasionally employed “tongue-fu” which can, at the worst, be sarcastic about "THE reality" or inadvertently threaten or push
for action. You may have occasionally resented that patients did not award you blind faith given your credentials. It’s possible that
you have been overly managerial, making mini dentists of people and had the "want" come
out of you instead of out of them. Remember we've been programmed as advice
givers - to have the “right” answers. It’s cousin to the dictum “be conservative”,
robbing people of their freedom to choose. All makes us sometimes insensitive to
someone else's process of becoming which must include expression of feelings.
The more cognitive the experience, the less likely there will be change.
Tongue Fu distorts emotional response. Accurate emotions
galvanize ALL behavioural change. It will insight
resistance and a verbal battle begins. The word “but” is often the starting bell like
“Will my insurance pay for it”. Or, maybe you’ve been so non-directive, patients
are left adrift in a sea of choices. In such confused states, consulting with family,
friends, or the net, adds more confusion and postponement is made easy. So
much for prevention.
4. 4 B e c o m e A R e m a r k a b l e Pr a c t i c e
Remember Rocky
T hat said, what does an Ally
do to help someone move
towards action?
near his swollen eye so he can
see again. (It might take a little
courage for us to do that, even
way. Patients have to do the
do’s for themselves but we
commit to being in their corner
symbolically). in functional healthy ways.
T hink of one of the first
“Rocky” movies. You
remember? Stallone is taking G et this point and get
it well. It is central to W
e can ask questions
that help them clarify
a beating in the ring, barely understanding how to be an their aspirations. We can very
hanging on, but the bell finally ally. WHEN THE BELL RINGS, carefully, offer advice, but
rings. He stumbles back into (and it always does) ROCKY both very sparingly. We can
his corner. There his allies GOES BACK IN ALONE TO FIGHT respond without owning their
wait. They rinse out his mouth THE FIGHT. challenge when asked to be
guard (ah, there’s a help.) They their resource, yet when the
So, the major implication is time comes, when the bell
massage his shoulders. They
that as an ally, we don’t fight rings, they go out and fight
pour a sponge of water over
the fight for them. That’s a the fight – make the choices,
his head. They encourage. In
place where sometimes, some owning the risks and always
one grim scene one of his allies
professionals have lost their we respect their choice..
takes a razor and cuts the skin
What does an Ally do?
I f I am to be an ally, the
patient has to let me know
exactly what it is they want to
elaboration as she connects
with her own valuing and to
make sure I really get it.
mind. For example, I would
never ask a question that
begins with, “Don’t you think
question can be perceived
as an open and warm ally
question seeking to find out
do. Muddy, ambivalent, wish it’s ...” because that would be what she really wants, not
washy goals are tough to ally
to. I need clear statements on A ccurate empathy, re-
framing, projecting yet
unrealized potential impacts,
a question that already has an
answer, and the answer is that
what I guess she needs, or
from my perspective what she
where they want to wind up she is wrong. damn well better consider she
and what they desire on the associated feelings, and a
needs. An ally simply doesn’t
journey before I can help them plethora of other helpful Instead I might ask: “How has use “damn well betters” which
with means that might fit. I techniques heighten the sense
dental insurance helped you includes non-verbal forms
work to help them clear up the that I seek to understand in the past? Any frustrations like scaring the dickens out of
mud long before any means before trying to be about coverage? What are them with images of problem
(treatment) is proposed. understood. some good things that have areas.
come out of your investments
T
I don’t crowd my own
ake the simple example
of a patient who says she
wants optimal health via
“material” into what I hear to
fill the blank spots of silence.
of the past? What will need
to be sacrificed if you spend
money on your teeth? What
A matrix of questions
intertwined with
reflections, empathy, mirroring
dental insurance. The auto-pilot - teaching or
will be the impact on the metaphors and quiet, help
giving advice that is oh so
people close to you? How bring about precisely what
So what do I do: I listen very comfortable and easy must not
is the timing with your outcomes might be useful and
carefully while she talks. I take over.
insurance? Is there value at what outcomes might not be
interrupt very infrequently. I
T
oo many questions, open this time in looking at options as salutatory. I focus on what
actively listen and employ
skills as she freely thinks out ended or not, puts people outside of your coverage? has meaning and relevance
on the defensive. I try not to What help do you need from to her. Then, always with the
loud which often becomes
peppered with emotions. I ask questions to which I have me?” Rocky image in mind, I simply
try to help her get what she
reflect often which encourages already one right answer in No matter the focus, this last wants.
Reprint and distribution after talking with me - please & thankyou Suzan Bekolay 277 Frome Street, Fitzroy Harbour, Ontario K0A 1X0
Suz’s phone 613-292-1978 Fax 613-622-5422 www.clickcoaching.ca suzan@clickcoaching.ca
5. B e c o m e A R e m a r k a b l e Pr a c t i c e 5
Fear is huge.
Dentistry isn’t
pleasant but the the greatest
valuable if our first experiences
serve to strengthen connection
with our shared valuing – what
A llying feels good. Even
to those whose creed is
“I’m not going to push people”
number of fear barriers have we make our world and how which is 100% appropriate
to do with money, irreversible we want to be in it. Order and since selling dentistry simply
outcomes - making mistakes defined processes, scripts and doesn’t work. The opposite,
that are hard to hide in a cookie cutters often have to however, in the realms of
drawer, being classified or be tossed to be exquisitely preaching, teaching giving
misunderstood, choosing the responsive. advice or letting it go until
right solution, dentist and “they are ready” have proven
team. All can be diluted even
dissolved by serving with soul
I seek her guidance
continually. Always, she
controls what help we give and
their effectiveness considering
the tooth time bombs living in
which awards mutual trust and many dentists file cabinets.
how we give it. We proceed at
respect.
her speed and within the limits
“You cannot teach a man anything; you
T he objective of all human
beings is ultimately an
effort to connect with each
of what is ethically and morally
sound and congruent with our
practice values and beliefs.
can only help him to discover it in himself”
Galileo
other, to belong. So it’s
Validations & Check-ins Did We Serve with Soul?
N ow, there is one other very
important consideration
in serving with soul. As an Ally,
“I respect how you handled
the complicated details of
affording your health.”
plan. An ally who lets others
be who they are calls for self
knowledge and high self-
come back: “it felt too pushy or
it was too much information.
Or, I just wanted done what I’ve
I do what I do with an absolute “I appreciate the time you esteem. always had done” Have you
minimum of negativism, felt a maximum of validation
F
have invested in .....”
and an absolute maximum inally, there are occasional
and a minimum of negative
of positive affirmations and
validations. The not always
It’s a major dictum in this ally
stuff. Is it just about being
positive? No. Given that
“checkins” between the ally
and the patient. The ally asks
simple questions, to review
criticism? Again, a crucial
question and the answer you
predictable ally relationship get, might not be one you
most of our training has been the experience, and receives
and the fragile connection wanted, but I encourage you
about problem identification, honest answers to them. Have
cannot thrive in the midst to ask it when you begin to see
it’s easy to jump to solutions you felt our support? Have I
of abundant and wanton the utter importance of that
too quickly. Do we ignore done enough of what I said I
negativism about problematic simple notion – people value
problems? No. We just talk would do?
conditions. being truly cared about.
more from the glass half full
V alidations, abundant perspective, inspiring hope, Those are
validations, can never be self efficacy and providing a difficult
phony and they aren’t like safe place to speak openly. questions
“praise” - the vacant “you’ll be to ask,
The buck stops when a fully because
glad you did” scripts especially
conscious, sensitive and aware the
from people who know
person begins trying to be a answer
little more than their name.
real ally rather than project might
Remember we all have built in
their values and distillations
crap detectors.
of what ought to be done,
For contrast, here are just a few postponed, risked or gained.
examples of patient centric
affirmations:
“I admire that you want to
A n Ally does not require
compliance but rather
supports another to coauthor
make your health better.” and finally adhere to a personal
6. 6 B e c o m e A R e m a r k a b l e Pr a c t i c e
The imprmoatnt thnig is the frist and lsat
H ard to blveiee that you can
acullaty uesdnatnrd what
you’re rdeniag. Aoccrdnig to a
I n the beginning agree there
is merit in the relationship.
Indeed you are often a Serve with Soul adventurous stranger, strike
resraech study at Cmabrigde messenger. Keep in mind the bell and bide the danger. Or wonder ‘til
Uinveritsy, it deosn’t mttaer that people can’t believe the it drives you mad, what would have, could
in what odrer the ltteers in a message until they know the have if only you had….
word are, the only imprmoatnt messenger, and they can’t
thing is that the frist and lsat believe the message until they
letter be in the rghit pclae. The know what the messenger
rset can be a taotl mess and
you can still raed it wioutht
believes.
S ome will say, “yeah, yeah…I know all this stuff”, while others
will roll their eyes at the “new Age-iness” of it all. But there’s
porbelm.
This is because the human
Focus on clearing
up what each
patient wants in the “end”
one thing after 30 years being at this ally stuff has taught me -
there’s a big difference between knowing and believing.
mind does not read every
letter by itself, but the word
and let the middle parts, the
means, the how, the treatment I t boils down to this; If you know it, but you don’t do it, you
don’t know it, because if you knew it, you’d do it!
as a whole. Serving with soul itself fall in to place.
has similarities. Your patients
consider their experiences with When you consider all S erving with soul can be your ticket to never work another
day in your life by loving your living because of the people
in your practice. I hope you’ll give it some thought.
you as a whole. If you think the noise about price and
convenience think about the
you have to be “perfect” before
you begin to serve with soul,
thnik again.
simple thing you can change
tomorrow - how you dialogue
I t’s a great time to be a dentist when so many peoples are
wondering where the days of sincere caring and service have
gone. You can build a remarkable practice as unique as your
with a patient or team
fingerprint.
member.
In 1974 Suzan Bekolay was intentional living, Suzan Introducing the team to
inspired by the work of the returned to her native Ottawa, contemporary behavioural Compasses &
late Dr. Bob Barkley, Dr. L.D. Ontario, Canada in 2006. dynamics ( fundamental to Road Maps
Pankey, & Avrom King whose As the owner of Click Coaching, relationship based practice
notions of “whole person Suzan works with dental for both client and team
dentistry” were, at the time, practices in ways untypical in development) Suzan works
revolutionary. the industry. Often it begins collaboratively to integrate
Committed to intervening in with enabling the dentist or rejuvenate complimentary
a trend for dentists to give in, to respect their beliefs and processes and hone skills.
give up or get out, led Suzan purposes and then to clarify These elements have
to the study of millions of them in the context of their synergistically and routinely
dollars worth of additional work. proven useful to close gaps on
behavioural and business The ultimate goal is to have , profitability.
research, then to recognize Doctor’s philosophy, mission, Perhaps most importantly,
and absorb what’s relevant, vision and execution “click”. Suzan sets her client free with
and synthesize it for the use of She assists clients to success by a compass in hand instead
select clients (many occlusion developing congruent teams of a road map so that as the
based) across North America. that click. Target markets are landscape changes (and it
It continues unabated to this identified and strategies to constantly does) the team can
day. reach them evolve so patients venture forth with confidence
Moving in the spirit of and practice “click”. on their own.
Reprint and distribution after talking with me - please & thankyou Suzan Bekolay 277 Frome Street, Fitzroy Harbour, Ontario K0A 1X0
Suz’s phone 613-292-1978 Fax 613-622-5422 www.clickcoaching.ca suzan@clickcoaching.ca