Course curriculum

  • 1

    PHONE RING TO RELATIONSHIP: RESOURCES

    • Download and Print ONE Copy (for each LEADER only)of: Phone Ring to Relationship Leadership Guide
  • 2

    PICK UP WITH PURPOSE PHONE SKILLS TRAINING INTRODUCTION

    • Pick Up with Purpose
  • 3

    PHONE RING TO RELATIONSHIP

    • Phone Ring to Relationship Introduction
  • 4

    LEAD WITH WARMTH

    • The Heart in Your "Hello": What Your Emotions are Saying

    • Say Their Name: A Small Habit. A Big Impact

    • Empathy They Can Count On: From "Okay" to Understood

    • 1. EMPATHY IN ACTION: TEAM ACTIVITY (5 Minutes)

    • 1.1 Fear of Anxiety About the Procedure

    • 1.2 Embarrassment About Oral Health

    • 1.3 Financial Concerns

    • 1.4 Past Negative Dental Experiences

    • 1.5 Pain or Discomfort

    • 1.6 Self-Consciousness About Appearance

    • 2. LEAD WITH WARMTH: CONVERSATION & COMMITMENT (3 MINUTES)
  • 5

    SPEAK WITH CONFIDENCE

    • What NOT to Say: Switching Your Script

    • Filler Words: Switching Your Script

    • 3. FILLER WORD FLIP (2 MINUTES)

    • Technical Terms: Switching Your Script

    • 4.1 TECHNICAL TERM TAKOVER (2 MINUTES)

    • 4.2 TECHNICAL TERM TAKEOVER: ANSWERS & CONVERSATION (2 MINUTES)

    • Minimizing Language: Switching Your Script

    • 5. DROPPING DIMINISHING DIALOGUE (3 MINUTES)

    • Why ESPIRE? Communicating the Value of YOUR Care

    • 6. WHY WOULD YOU CHOOSE YOUR PRACTICE? (2 MINUTES)
  • 6

    CENTER ON THE PATIENT

    • Hear to Help: Putting the Patient in the Spotlight

    • Openers and Closers: From Monologue to Dialogue

    • Echo and Explore: Connection Starts with Curiosity
  • 7

    ASSUME THE "YES"

    • Finding the "YES" Turning Limitations into Options

    • 7.1 THE "YES" QUEST (2 MINUTES)

    • "Can I Get In Today?" Answer

    • 7.2 THE "YES" QUEST: TEAM COLLABORATION SESSION (3 MINUTES)