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How humans interact and how they receive and process information is complex, which, in turn, impacts how successful your communication is. Given the enormous complexity associated with communication, how can you ensure that your communications are fully understood by your patients, your team, your family and your friends?
People learn and handle information in different ways; therefore when educating patients or just talking to friends, it is important to assess the preferred learning style of each person. At our recent training seminar in Orlando, we introduced the relationship model called DiSC. DiSC is a tool that focuses on people's Behavioral Styles - how people behave in certain situations and interactions. While we had only an hour to introduce the concept, hopefully many of you who attended can recognize the value it provides when used. Follow-up training on how it applies specifically in a dental practice is "in the works."
Today I want introduce you to another tool that is focused on Learning Styles. Why is understanding your patients' learning and behavioral styles important? Taking into account a patients learning style will help you better unravel your patients' communication needs and by understanding each patients' behavioral style, you are better positioned to "relate" to that patient.
The learning style model is called VAK. VAK is an acronym that stands for Visual - Auditory - Kinesthetic.
A majority of people are visual learners (60%). They need to SEE something before they can understand it and remember it. This means that, in conversation, you will most likely hear a visual say, "I see what you mean." These folks are more receptive to pictures, brochures, diagrams, models, etc. When treatment planning a visual...use, well, visuals!
Some people have an auditory learning style. They may hear sounds in their head when recalling something. If your patient says, "I hear what you are saying" this may mean that they are audio learners who rely on verbal explanation and listening to your words. Most dental teams use this style primarily when presenting treatment, explaining procedures, etc. Those with an auditory style represent a small percentage of the general population.
Finally, there are some people who have a strong kinesthetic preference. Their learning involves physical experience - touching, feeling, holding, and doing. Patients who say, "I know how you feel" are likely kinesthetic. Handing them a model and letting them learn how a crown is done will likely "educate" the patient much better than if you just explained it to him using words.
What is the point? When presenting treatment recommendations, it is imperative that you use every tool available at your disposal - not because you hope to manipulate them into saying YES - but because you hope to provide your patients (your team, family & friends) with the information they need to make important decisions in a format that is preferable to them. This means... if you are an Auditory and speaking with a Visual, you need to adapt YOUR auditory style to THEIR visual style! Doing so will improve the chances that the message you are sending is being received in the way you want.
How do you know which learning style a person may be? ASK THEM. "So tell me, is it better to explain what I am recommending? Show you what I am recommending using a brochure or drawing a picture, or if I show you using this model I have of what a crown looks and feels like?"
Continued Success to you and your Team!
Sincerely,
Art Deden
Vista Practice Management
www.vista-practice.com
If I can be of further service to you, your family, friends or business associates - please let me know. Most of our business comes from referrals; please tell others of our services... DONT KEEP US A SECRET.
