This document outlines a master communication skills curriculum consisting of 5 modules. Module 1 focuses on open-ended questions that begin with what, how, you or your, and are feeling-oriented. Module 2 covers impact or second-level questions. Module 3 teaches active listening techniques using a 4-part formula. Module 4 explains how to link benefits to procedures from the patient's perspective. Module 5 discusses the importance of meta-communication, noting that only 7% of meaning is conveyed through words, with 38% through vocal tones and 55% through body language and facial expressions. The overall goal is to help dental professionals improve communication and understanding with patients.

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!!!