Dentists usually think of patient communication as a combination of scripting, verbal skills and case presentation strategies. One important aspect of patient interaction they often overlook is nonverbal communication. Included in this are behaviors that encompass body language, facial expressions, gestures, tone of voice and time management (making time for patients). These areas are key to making strong connections with patients.
Whether we are aware of it or not, all of us constantly send and receive nonverbal signals with our bodies. Unknowingly, patients are responding to the dentist’s and team members’ body language, all the while forming impressions of their trustworthiness and commitment. According to Mehrabian’s1,2 landmark theory of non-verbal communication, 93 percent of the meaning in an interaction is conveyed by the nonverbal elements such as style, tone, facial expression and body language. The fact is, dentists will miss a huge portion of what is occurring in patient conversations if they are not conscious of what is happening nonverbally.
As an essential tool of non-verbal communication, body language has a powerful impact. Body language is the element speaking the loudest during those times when dentists have the distinct impression that they are not reaching patients—even when they think they are saying the right things.
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UNDERSTANDING BODY LANGUAGE
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Body language is a real indicator of what people truly are feeling. Signals include behaviors such as eye contact, posture and arm positions (crossed or uncrossed). All of these behaviors can make a difference in the mind of the patient.
Consider the following example. Dr. Carmine discusses treatment options for mild periodontitis with his patient, Mrs. Hudson. While they talk in the consulting room, he explains how scaling and root planing, combined with excellent at-home care, will improve her periodontal health. It is near the end of a busy day, and the dentist is tired. He sits on a tall chair, which raises him above the patient, who is seated at desk level. Dr. Carmine’s position forces him to look down on the patient. His arms and legs are crossed, and he is leaning back in the chair. During the presentation, the dentist continually looks toward the door. After several interruptions—including one in which the assistant checks in about another patient—Dr. Carmine finally finishes discussing Mrs. Hudson’s treatment options. Mrs. Hudson rejects the treatment outright.
At this point, Dr. Carmine should not be surprised. His body language during the presentation often contradicted what he was saying; this left the patient not only questioning the dentist’s trustworthiness and commitment, but also understandably frustrated. Mrs. Hudson’s mind had difficulty interpreting the contradictory verbal and nonverbal information. This type of frustration often leads to the patient’s simply rejecting treatment and making a decision to think about it at some later time.
Negative body language can undermine positive verbal communication every time. When these situations occur daily in dental practices, imagine how often the dentist and team are sending contradictory signals. Even practices using outstanding scripts will not be able to compensate for ongoing contradictory messages sent by negative body language.
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HOW TO TUNE IN TO BODY LANGUAGE
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The following tips on body language help dentists become better overall communicators.
Lean forward when talking to a patient.
Leaning forward creates positive energy between two people, which will translate into trust. When patients feel the energy of real engagement, they trust the dentist and are much more receptive to what is being said.
Avoid crossing your arms and legs.
Crossed arms and legs convey a closed person who is not particularly interested in the patient with whom the dentist is conversing. The position of arms crossed across the chest is an authoritative one, which can be interpreted as condescension toward the patient. Closed-mindedness or a lack of willingness to consider the patient’s point of view also is communicated by this stance.
Make good eye contact.
Looking away from other people while speaking is a behavior that can be perceived as indicating that someone is untrustworthy or dishonest. Excellent eye contact is critical, as dentistry is a service that requires a high level of trust. If the dentist is being interrupted regularly during a patient conversation, his or her eye contact will be sporadic at best.
Negative body language can undermine positive verbal communication every time.
Sit at the patient’s height or below.
Being seated above a patient is a power position. It is also one that can be interpreted negatively. Patients do not want to feel talked down to, either literally or figuratively. Sitting or standing above a patient and looking down conveys a negative message.
Mirror the patient’s own body language whenever possible.
During interviews, mirroring, or imitating, the interviewee’s body language is a technique commonly used to put him or her at ease. Likewise if the dentist mirrors the patient’s body language while speaking, it communicates a level of understanding.
Shake hands with patients.
Shake the patient’s hand at the outset. A handshake creates a sense of connection. Patients feel comforted when that connection is made, especially when they may be worried about experiencing pain.
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CONCLUSION
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When dentists merely speak the right words, they should not be fooled into thinking they have met all the requirements for getting their message across persuasively. Failing to be aware of their body language during conversations with patients causes dentists to miss vital elements of what actually is being communicated. Dentists should take steps to sharpen their nonverbal skills, as well as those of their team members. A good strategy is to have staff members critique one another’s communication styles, as well as the dentist’s. This technique will ensure that the right messages are being delivered both verbally and nonverbally. The end result will be happier, more engaged patients and improved customer service.
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UNDERSTANDING BODY LANGUAGE
HOW TO TUNE IN...
