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.’”

Our last 2 years have been challenging, to say the least. And as time has gone on, our patience has worn thin. And when that happens, we can be left wondering why we can’t all just get along.

We work in a great industry but sometimes we need a little help with some specific strategies when conversations feel like they are getting tough. Those tricky situations can be with patients, their parents, or (gasp) even our teammates. We can be left wondering, “What just happened?”

Sign up today to gain insights and script templates to help you be a more effective communicator at work and in your personal life!

In this presentation you will:

• Learn about personalities, what they want, and how to best communicate with each type of personality to foster relationship and cooperation.
• Gain knowledge in scheduling appointments effectively with repeatable techniques.
• Understand how to communicate with our patients and parents using a universal language regarding orthodontic outcomes and needed compliance.
• Obtain strategies in handling upset parents.

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
  - TC
  - Doctor
  - Clinician
  - SC

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. Why are we data gatherers instead of relationship builders?

Have you considered what hurdles you may be putting in the way of your callers by the way you communicate? Ok, you may not be rude or mean, but do you WOW and impress? Your callers do not care that you are busy, they want to be cared for in the highest manner possible.

Attendees will learn:

• How to actively listen to callers
• How to know the difference between the 5 types of questions & when to use them
• How to make a positive first impression with 7 little words
• How to leave the caller with a great final impression with 4 simple words
• 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!

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!

What good is all your marketing 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.

What hurdles are you putting in the way of your callers by the way you communicate? Ok, you may not be rude or mean, but do you WOW and impress? Your callers do not care that you are busy, they want to be cared for in the highest manner possible.

Attendees will learn:

• How to actively listen to callers
• How to know when to guide and when to defer with callers
• How to best respond to caller reactions
• How to make a positive first impression with 7 little words
• How to leave the caller with a great final impression with 4 simple words
• 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 the
one 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.

Research shows customers are more dissatisfied than ever with customer service. You have experienced it, right?

Step back and consider the experience your patients are having with you. Consider their external perspective instead of only your internal perspective to your processes and protocols.

Begin and end with the CUSTOMER, and THEIR experience, in mind. Then take home a tool with immediate and applicable strategies and tactics you can begin using on Monday morning!

In this presentation you will learn:

• The WHAT: Discover the realities we are up against when it comes to customer service and experience so you understand why what worked in the past may no longer carry the same impact.
• The WHY: Delve into why a strategic plan will work by exploring business and psychology principles.
• The HOW: Walk away knowing how to apply what we learned across the 3 key milestones in the patient lifecycle.
  - The New Patient Inquiry Call
  - The Active Treatment
  - The Treatment Completion

...resulting in repeatable, positive, and memorable moments for your patients that get them talking (raving) about you and your office!