Ted Lasso has taken pop culture by storm. He arrives on the scene as a seeming buffoon and sabotaged coach, but time shows him to be wise beyond his quotable quips.

We must “Be Curious, Not Judgmental” and be willing to unlearn and relearn if we wish to foster personal and team growth.

In this presentation you will learn the following lessons:

Culture: Lasso’s statement about being offsides in football is an appropriate observation for culture, “It ain’t easy to explain, but you know it when you see it.” Take the time to learn how to intentionally create a culture you can be proud of.

Conflict: Lasso tells us, “Problems, they’re like mushrooms. The longer you leave them in the dark, the bigger they get.” Learn how to have task-focused versus relationship-attacking discussions to move beyond conflict.

Communication: Sometimes you simply need to know the rules of engagement. As Lasso says, “Rule number one: Even though it’s called ‘girl talk,” sometimes it needs to be more like, ‘Girl, listen.’”

How many times do you have to say it? Don’t you feel that way sometimes when you give the same instruction for the “umpteenth” time? Or…did you think you said it but, in reality, bypassed it? Uh oh!

And then we wonder why our patients and parents are non-compliant, unpleasantly surprised, or have the “deer in the headlights” look.

Could it be that our communication is out of sync?

Or are we providing instruction and logistics without first fostering connection? Maybe we are making assumptions about who has said what to our customers.

First we must foster relationship before we earn the opportunity to provide guiding instruction. Then we must ensure we are all on repeat mode. Yes, that means a lot of saying the same thing over and over, but for our families it may be the first time the news is finally sinking in. There are choreographed ways for us to provide the same message without parroting each other.

Bring your whole team to learn how to set up synchronous communication.

Attendees will learn the following:

• How to build connection before providing instruction

• Learn of the 3 most common communication gaps- Scheduling long or morning appointments- Patient confusion on gaps, pokes, and bites- Appointment rotation and impact on last-minute re-schedules

• Receive script guidelines for the 3 scenarios, for the roles of; Treatment Coordinator - Doctor - Clinician - Scheduling Coordinator

You spend thousands of dollars on your brand and marketing. What good is it if you get the on-line chat to engage, email to be sent, or the phone to ring to only provide a “meh” or annoying experience on the first call. You must stand out from the very first voice contact.

Your callers of today are not the same of a generation ago. They aren’t even the same of ten years ago. So why are we structuring a call as it has always been? Why are we data gatherers instead of relationship builders? How will you and your office stand out when the caller is shopping around?

Attendees will learn:

• How to identify the 5 key sections of the New Patient call

• How to evaluate what needs to be in and out of the New Patient call

• How to customize the call to your brand and culture without losing structure

• How to invite everyone involved to the consultation

• How to gain indications of the caller’s personality within the first 60 seconds

• How to create impactful moments for the 4 main types of personalities

• How to use your voice to best reflect your practice brand

• And much more!

In our world of private and casual conversations, we have our first generation of team members serving our patients who never received the traditional skills fostered in the home environment. A few of us can recall the days when theone home corded phone would ring and our parents would say, “Now you answer that phone correctly by saying, ‘Cromwell residence; this is Amy.’” We need to get back to basics by laying a sound foundation!

In this presentation you will learn the following lessons:

• Learn how a little bit of “uncommon” courtesy can set the tone for a conversation

• Understand how voice characteristics paint a picture for your caller

• Learn about the impact of word choice in how you and the practice are portrayed.