Communication in the Dental Office PDF

61 Communication in the Dental Office L E A R N I N G A N D P E R F O R M A N C E O U TCO M E S Learning Outcomes On completion of this chapter, the student will be able to achieve the following objectives: 1. Pronounce, define, and spell the key terms. 7. Discuss phone...

61 Communication in the Dental Office L E A R N I N G A N D P E R F O R M A N C E O U TCO M E S Learning Outcomes On completion of this chapter, the student will be able to achieve the following objectives: 1. Pronounce, define, and spell the key terms. 7. Discuss phone skills, which include the following: 2. Describe the importance of understanding human behavior in Phone courtesy. a business setting. andling of di erent types of phone calls. 3. Describe cultural diversity. Types of available phone message systems. 4. Discuss communication pathways and identify the differences Phone e uipment. between verbal and nonverbal communication. 8. Discuss written communication, which includes the following: 5. Describe the importance of communicating effectively with ormats of business letters. colleagues. Components of a business letter. 6. Discuss communicating with patients, including identifying 9. Describe how to market a dental practice, including external and meeting patient needs. and internal marketing. Performance Outcomes On completion of this chapter, the student will be able to meet competency standards in the following skills: se correct phone techni ues when talking with a patient. Compose a business letter that includes the appropriate parts of a letter. KEY TERMS copier business machine that can make duplicates (copies) from marketing way of advertising or recruiting people to a business an original nonverbal communication type of communication in which body fax machine business machine attached to a phone line that language is used as a form of expression transmits hard copy written messages (handwritten or typed); salutation (sal-yoo-TAY-shun) part of the letter that contains the “fax” is short for “facsimile” introductory greeting human behavior behavior exhibited by human beings who have socialization process through which society influences individuals been influenced by their culture, attitudes, emotions, values, verbal communication type of communication in which words ethics, and authority are used as a form of expression letterhead part of a letter (or printed stationery) that contains the word processing software computer program designed to create name and address of the person sending the letter most types of business documents A Cultural Diversity ppropriate communication, in all forms, is the backbone of a well-run organization. By having e!ective interpersonal skills, you can improve the quality of relationships, establish Another aspect of e!ective understanding and communication is connections, solve problems, and create possibilities. Interpersonal our respect for a highly diverse society. Social diversity is an communication teaches you how to communicate and interpret important factor for a professional to consider. Di!erences in gender, what others say and do; this trait is important not only to every- race, cultural heritage, age, physical abilities, and spiritual beliefs day social relationships, but also to business and professional are di!erences that must be appreciated and understood when relationships. working with patients, sta! members, and other professionals. This chapter describes the importance of understanding human Verbal and nonverbal language varies among cultures. When behavior, especially as it pertains to oral and written communication working with such a diverse population as that of the United States, skills in the dental practice. it is an advantage to have someone in the practice who is bilingual. 954  CHAPTER 61 Communication in the Dental Office 955 If no one in the o%ce speaks another language, it is good to have solve problems; positive behavior is acknowledged by positive a multiple-language dictionary on hand. Encourage all members reinforcement. of the team to learn various cultural traditions and to always show Abraham Maslow (1908–1970) is the founder of social learning respect for these traditions when providing patient care. psychology. He thought that humans cannot live without needs. He categorized these needs in groups with di!erent rankings Basic Dental Terms in Spanish and titled them “Maslow’s Hierarchy of Needs” (Fig. 61.1). English Spanish Mouth la boca Tooth el diente Social Attitudes Pain el dolor As a person grows and develops in life, social attitudes begin to Open abierto/a influence behavior and a cultural way of thinking. We tend to Bite la mordedura internalize the attitudes of others around us by making their attitudes Decay la descomposición our own. The process through which society influences individuals Filling la empastadura is called socialization. X-ray la radiografía Peer Pressure Understanding Human Behavior We often have the tendency to adapt our behavior to fit in with Human behavior is the collection of actions that have been a group. Peer pressure is seen when a person conforms to the influenced by a person’s culture, attitudes, emotions, values, ethics, general behavior of a group of peers in an attempt to feel more and authority. The behavior of people can be perceived as “normal,” acceptable within that group. Peer pressure can have a negative or common, acceptable, or even unusual or unacceptable. a positive e!ect. Significant People in Psychology RECALL Several psychologists have been instrumental in researching the 1. Which psychologist thought that human beings are intrinsically good way we understand how individuals behave in their personal and and friendly? professional life. 2. What is the first basic need a person has according to Maslow’s Sigmund Freud (1856–1939) thought that people have conscious Hierarchy of Needs? and unconscious thoughts and that our purpose in life is to 3. What psychological term is used to describe the process by which control our instincts and the power of these thoughts. society influences individuals? Erik Erikson (1902–1994) thought that a person’s identity is individual and that it comes from the past and from one’s heritage. This would include culture, religion, and status. Communication Pathways Carl Rogers (1902–1987) thought that human beings are intrinsically good and friendly. A person is born with these E!ective communication can be one of the most important aspects qualities; it is society and their surroundings that have an impact of a dental assistant’s job. We spend most of our working day on these behaviors. communicating with others. B.F. Skinner (1904–1990) assumed that behavior is learned. Communication is defined as the sending of a message by one Any behavior that is a threat can be changed by learning to individual and the receiving of the same message by another Fig. 61.1 Maslow’s Hierarchy of Needs. (Copyright iStock.com/PyTyCzech.) 956 PART 11 Dental Administration and Communication Skills individual. Every message we send has two parts that must coincide Closed-ended questions are questions that can be answered with in time: “Yes” or “No.” !ese questions are best used to confirm information, The statement proper, or the “!is is what I have told you” to limit a conversation, or to close a conversation. Closed-ended portion, consists of the words that are being used. questions often begin with the words is, do, has, have, can, or will. The explanation is the part of the message that conveys, “Now, For example, “Is next Monday at 9 AM convenient for you, Mr. this is how I expect you to understand it.” !is part of the !omas?” is a closed-ended question that can be answered simply message is sent nonverbally. with “Yes” or “No.” We communicate with words, facial expressions, appearance, Open-ended questions are those that require more than “Yes” or gestures, mannerisms, listening, voice inflection, attitudes, and “No” for an answer. !ese questions are best used to obtain actions. !e two parts of the message identified in the previous information, maintain control of the conversation, or build rapport. list are grouped into the two general categories of verbal and Open-ended questions usually begin with words such as what, nonverbal communication. when, how, who, where, or which. For example, “Mrs. Jackson, what time of day is best to schedule your next appointment?” is an open-ended question. Verbal Communication Verbal communication is made up of the words we use. Most Nonverbal Communication verbal communication is perceived by “hearing.” Nonverbal communication is perceived at an almost subconscious Words Are Important level through all the senses. Nonverbal communication is conveyed Words are verbal symbols that are used to represent an object or by our body language. Body language consists of the messages that a meaning. Unfortunately, these verbal symbols usually are not we send, the way we carry ourselves, and how we move about. checked against the things they represent; often, the result is Posture, movements, and attitudes transmit major messages. confusion, distortion of meaning, or misunderstanding. For example, the person who is depressed often moves slowly with It is important to remember that words mean di%erent things a restrained gait that reflects his or her mental attitude. !e happy, to di%erent people and they can mean di%erent things in di%erent healthy individual with a bright outlook on life tends to demonstrate situations. Proper verbal communication is based on a common this attitude with a free-moving walk that mirrors a sense of well- language in which the sender and the receiver are using words that being. Hands grasping chair arms and restless shifting of body they both understand to have the same meaning. position are reliable indicators of inner tension and uneasiness in When communicating with a dental patient, be respectful to select a patient. Rapid, shallow breathing also is a sign of tension and words that he or she understands, rather than confusing the person stress; you can help the patient relax by encouraging him or her with the technical language and specialized terminology of dentistry. to breathe slowly and deeply in a more normal pattern. Table 61.1 Be careful to select words that will not frighten, intimidate, or upset describes specific behaviors that may be observed in nonverbal the patient. Box 61.1 lists e%ective words for patient interaction. communication. Facial expressions indicate a wide variety of emotional states at Voice Quality which words can only hint. !e eyes are particularly expressive of Voice quality accounts for more than one third of the impact of the emotion and the patient’s mental state of well-being. total message and reveals a lot about the individual. Try to develop Although many patients become capable of hiding their true a pleasant voice (tone) quality, and speak slowly, distinctly, and emotions, the assistant should be aware of the signs of tension, loudly enough to be heard easily without being harsh or too loud. stress, pain, boredom, lack of interest, or anxiety. At chairside, be In the event of an emergency in the dental office, it is particularly careful not to convey a feeling of alarm on your face as a reaction important that the dental team remains calm. If someone reacts to operative or surgical procedures, because this response could in a state of panic or desperation, this could alarm the patient or unnecessarily alarm the patient. the person accompanying the patient. Asking Questions Listening Skills Questions are used to gather information. Often, the way you It has been estimated that 90% of all spoken words are never phrase a question determines the type of answer you will get. By heard; listening is one of the greatest arts of communication and being aware of this, you can be more e%ective in gathering informa- one of the most difficult to master. Good listening requires that tion and in helping patients feel more at ease. you concentrate entirely on the patient. To be a good listener, focus on the following: Do not let your mind wander. Put aside personal concerns while BOX 61.1 Effective Words the patient is talking. Instead of This … Try This … Do not concentrate on formulating a reply. Instead, concentrate Pain Discomfort on what the patient is actually saying. !is shows the patient Shot Anesthetic that you care. Pull Remove Look as well as listen. In this way, you will pick up both the verbal Drill Prepare tooth and the nonverbal information that the patient is transmitting. Filling Restoration Do not stereotype. A person’s appearance, cultural background, False teeth Denture race, or religion should not influence your response to what Operatory Treatment area he or she is saying. Waiting room Reception area Be careful of selective hearing. Sometimes we hear only parts of what someone is saying.  CHAPTER 61 Communication in the Dental Office 957 TABLE 61.1 Nonverbal Communication Message Low-Level Behavior High-Level Behavior Empathy Frown resulting from lack of understanding Positive head nods; facial expressions that reflect the content of the conversation Respect Mumbling; patronizing tone of voice Devoting full attention Warmth Apathy; fidgeting; signs indicating a desire to leave Smiling; physical contact Genuineness Avoidance of eye contact Congruence between verbal and nonverbal behaviors Self-disclosure Bragging gestures; pointing to oneself Gestures that minimize references to oneself Confrontation Pointing a finger or shaking a fist; speaking in a loud Speaking in a natural tone of voice tone of voice From Proctor DB et al: Kinn’s the medical assistant, ed 13, St Louis, 2017, Elsevier. Being a Team Member Be flexible and receptive to altering the way responsibilities are performed. Be self-confident and use self-initiative when it is time to get things done. Do not wait to be told what to do. Show appreciation to coworkers do not take advantage of them. Think before speaking. Do not let your emotions get overly involved. Remember that the first impression is not always the right one. Share the ups and downs of the day. Remember that your way may not always be the right way. Stress in the Dental Office An important aspect of good communication is how you handle Fig. 61.2 Team meeting. (Copyright iStock.com/SDI Productions.) stress in your personal life and at work. !e dental atmosphere can be a stressful environment, and this can affect the way you respond to your patients and coworkers. Do not get impatient. When you are in a hurry or are trying to obtain a specific answer, it is easier to become annoyed with a Causes patient, especially if the patient is a child or an older adult. Stress is common in the workplace. Many dental team members feel stressed at times and need to find an outlet for their emotions. Causes of stress in the dental office include, but are not limited RECALL to, the following: 4. What type of communication describes our body language? Lack of enough sta 5. What percentage of spoken words do we never hear? Appointment overbooking 6. Can anxiety be communicated through facial expression? Multiple tasks required simultaneously 7. Give a more effective word for “pulling” a tooth. Lack of good communication Perceived lack of job advancement Communicating With Colleagues Methods of Stress Reduction Americans spend more time with their coworkers than with their You can reduce stress by maintaining a lifestyle that includes regular own families. Working in a positive, challenging, and stress-free exercise, taking time for yourself, leaving the office behind at the environment is what everyone wants from their place of employ- end of the day, eating properly, and setting realistic expectations. ment. How you communicate and get along with your coworkers Learning to control stress will enable you to make intelligent will be evident to your patients and will in%uence their perception decisions regarding patient management, patient care, and patient of the practice (Fig. 61.2). A patient can tell right away what level relationships. of harmony exists in a dental setting. !e one key to a successful work environment is teamwork. Conflict Among Coworkers Teamwork results when everyone feels needed and respected and is given an opportunity to fulfill his or her role along with the If differences or conflicts among coworkers are creating stress, learn others in a specific setting. how to work through those differences by engaging in team-building 958 PART 11 Dental Administration and Communication Skills BOX 61.2 Conflict Resolution Be specific about your conflict. “I’m never included when the sales rep comes in” is not as effective as “I feel I could contribute to the dental materials being used in the office.” Resist the temptation to involve yourself in conflicts that do not directly involve you. Even if someone has clearly been wronged, allow the person to resolve the situation as he or she chooses. Try to depersonalize conflicts. Instead of a “me versus you” scenario, visualize an “us versus the problem” scenario. Not only is this a more professional attitude, it will also improve productivity and reflects the best interests of the office. Be open and listen to another’s point of view and think about how the person responded to the conflict. This important clarification skill leads to less misunderstanding with the other person. Don’t always involve the dentist or office manager in conflict resolution. You’ll quickly give the impression that you are unable to resolve the smallest difficulties. Fig. 61.3 Communication is the most important tool in a practice. (Copy- Take it outside and away from the group of curious coworkers if they are right iStock/TommL.) not involved in the problem. Limit your complaints to those directly involved in the conflict. You need to protect a working relationship rather than a personal one, which means How they are treated on the phone that your opinion of a coworker’s character is generally irrelevant. How they are greeted Know when conflict is more than conflict. If conflict arises as the result of How they are made to feel in the office sexual, racial, or ethnic issues, or if someone behaves inappropriately, How efficiently the sta manages business aspects, such as billing that’s not conflict—it’s harassment. and insurance Consider a mediator if the problem gets out of control or if the issue is too Establishing a positive professional-patient relationship is part of emotional to resolve in a mutual discussion. At this step, the office understanding the needs of the patient. As a dental professional, you manager or dentist should be involved. must recognize that patients are di!erent and have di!erent needs. It’s not all about you. You may think it’s a personal attack, but maybe your coworker is just having a bad day. Psychological Needs Psychological reactions are more obvious when a patient appears tense, suspicious, apprehensive, and resistant to suggested treatment. All individuals have emotional needs, and these needs must be dialogue. Conflict is necessary for e!ective problem solving and considered even when a patient seems confident, comfortable, and for e!ective interpersonal relationships. Unfortunately, unresolved agreeable. One factor of major importance is the patient’s current conflict tends to escalate. Learning to control stress will enable life situation; this includes the many stresses, tensions, conflicts, you to make intelligent decisions regarding patient management, and anxieties that may be present in any part of the patient’s life. patient care, and patient relationships. Box 61.2 lists conflict resolu- Other important factors that can influence the patient’s reactions tion tips to make your work environment a less stressful, more to the current situation are his or her previous dental experiences productive environment. and the patient’s attitudes and beliefs about the importance of his or her teeth. These attitudes and beliefs are strongly influenced by the patient’s socioeconomic and cultural background, as well as RECALL by the attitudes of peers or relatives. For example, if a patient grew 8. What is the key to a successful work environment? up in a family in which going to the dentist was a dreaded experi- 9. Describe stressors in a dental office. ence, he or she may have di%culty overcoming this attitude. Anxiety and Fear of Pain Communicating With Patients The fear of pain is a frequently stated cause of anxiety regarding dental treatment. For many patients, however, it is the expectation A solid foundation of excellence in dental care and communication of pain, not actual pain, that causes the greatest distress. Unfor- skills is necessary for a dental practice to achieve its goals and for tunately, the more fearful and anxious the patient becomes, the the needs of patients to be fulfilled at all levels. E!ective com- more sensitive he or she may be to pain. munication is important in achieving patient satisfaction. Patients Subjective fears, also known as acquired fears, are based on feelings, who have good relationships with their dentist and the dental sta! attitudes, and concerns that have developed at the suggestion of are likely to stay with the practice, accept the treatment presented peers, siblings, parents, or other individuals. These fears are based to them, pay for the treatment on time, and refer other patients on anecdotal evidence (hearing stories or seeing dental care depicted to the practice (Fig. 61.3). in movies or television shows). Subjective fears, imaginative as they are, can cause irreparable damage to a patient’s composure and conduct during a routine dental visit. Small children especially Patient Needs have an intense fear of the unknown. Whether the patient is a Patients build a relationship with their dentist and dental sta! child or an adult, he or she should be informed in a general and through confidence and trust. Patients base their perceptions about positive way about the dental procedure, the use of equipment, a practice on the following factors: and the sequence of events that can be expected.  CHAPTER 61 Communication in the Dental Office 959 Objective fears, also known as learned fears, are those related to the patient’s experiences and his or her own memories of those Positive Atmosphere experiences. If the experience was traumatic, the patient dreads !e physical appearance of the office speaks very clearly to patients. subsequent treatment. If the experience was a positive one, the To ensure patients feel welcome, create an environment and a patient is not fearful. !e best way to address objective fear is to decor that reflect a warm, hospitable atmosphere. Worn or shabby be honest when communicating with the patient. Never lie to a floor covering should be replaced or cleaned when necessary. Plants patient. For example, it is always better to say, “!is will pinch and fresh floral arrangements reflect a healthy and inviting practice for just a moment,” than to say, “!is won’t hurt at all.” atmosphere. Plants, magazines, and other reception area amenities Despite their concerns and feelings of uneasiness, most patients must be well maintained to keep this area as comfortable and are able to seek and receive treatment. !e dental team can help pleasant as a living room in a private home. these patients by seeking to understand patient behavior and by actively working to enable the patient to cope with the experience Sincerity in a positive manner. Each action and word that takes place in the dental office reflects the dental practice’s level of sincerity. Patients are especially sensitive Dental-Phobic Patients to tone of voice and remarks that could be misinterpreted (e.g., a For some patients, the mere suggestion of a routine dental visit humorous remark could be mistaken for a serious comment). Every can bring an overwhelming sensation of panic and terror. !ese member of the dental team must make a conscious effort to think patients are described as dental-phobic. Patients with the most before speaking or acting. severe cases of dental phobia avoid routine treatment completely and will seek urgent or emergency treatment only with the most Showing Respect aggressive dental symptoms. Patients prefer to be treated as “friends of the practice.” Every effort should be made to help patients feel welcome and important. Patient’s Responses It is advisable to address adults as “Mr.,” “Mrs.,” “Miss,” or “Ms.” !e patient’s responses to dental treatment and to the dental team at the initial greeting. If, after that time, the patient expresses a are not limited to what is being said and done now; rather, responses desire to be called by a %rst name or a nickname, then do so. are influenced by the patient’s total personality and by his or her (Make a note of this on the patient’s chart for future reference.) background of experiences. When working with patients, it is particularly important to remember the following: Respecting the Patient’s Time The patient s response to the situation results primarily from Patients expect the value of their time to be respected and not causes that are not part of the present situation. wasted by unnecessary waiting. Scheduling of appointments and These causes are probably not fully understood by the patient staying on time are two essential components of helping patients and most likely will remain unknown to the dental team. feel welcome. By keeping a patient “waiting,” the dental office is The patients anxieties concerning treatment may result in hostile, sending the message that the patient’s time is not important. irrational, and inappropriate behavior. This hostility is an expression of the patient s anxieties and is Resolving Complaints and Misunderstandings not caused by, or directed at, dental personnel. It has been studied and shown that 95% of patients who are unhappy or dissatis%ed never say so; they simply leave the practice. Physical and Mental Needs !us it makes good sense to listen carefully to those few patients Maintenance of high standards of care requires sensitivity to who do attempt to express dissatisfaction. One of the best ways the patient’s physical and mental needs. !e patient registration to calm an irate patient is to listen silently, use good eye contact, form and the medical-dental history form should include ques- and occasionally nod your head. Do not interrupt. Let the patient tions about the patient’s dental and medical health. With this %nish. Often, this helps the patient calm down slowly. It then is information, it is easier to determine whether a patient requires appropriate to say to the patient, for example, “If I hear correctly extra attention because of speci%c physical needs. Patients with what you are saying, Mr. Harris, you feel upset about the charge physical or mental impairment have complicated and special needs that appeared on last month’s statement. Is that right?” !is will that must be considered before and during provision of dental give the patient a sense of control over the situation. treatment. Make sure that all misunderstandings and concerns are resolved quickly, professionally, and pleasantly. If the patient insists on Financial Needs speaking with the dentist, tell the patient that the dentist will Often, a major obstacle to patient acceptance is the cost of treatment. contact the patient by a speci%c time (later that same day, ideally); Patients may think the fees are too high, that they are unable to then take steps to ensure that this indeed takes place. (Dentists afford the treatment, or that they do not need the treatment. should be interrupted only to take calls that meet speci%c prede- Employment, payment, and insurance information are relevant to termined criteria. See further discussion later.) patient care. Many people do not equate dental care with basic human needs such as shelter and food. Getting patients to under- Remaining Approachable stand the bene%ts and advantages of appropriate treatment requires Many patients are afraid of approaching professionals or of asking good communication skills. questions that they fear may seem “dumb.” One of the best com- munication techniques the dental office can practice is always to display a sense of approachability. Patients’ questions should be Meeting Patient Needs encouraged. !e dental team should respond to the patient with !e following sections describe ways that you can help the dental a sense of genuine care and concern. If the dentist has a “call-in” team meet patient needs. or “call-back” time each day for handling phone calls, this time 960 PART 11 Dental Administration and Communication Skills should be used to reach patients. Most patients want to feel reassured Speak directly into the receiver (mouthpiece), keeping your that the dental team cares about them. mouth 1 to 2 inches away. Ask the name of the person who is calling, and talk to him or Respecting Patient Confidentiality her, not to the phone. In a time of increasing litigation, it is more important than ever Speak clearly and slowly guard against slurring your words. to keep conversations and patient records con!dential. If patients Do not speak too quietly or too loudly. think their concerns are not taken seriously, or if they detect or Do not talk with others in the office while on the phone. sense a lack of con!dentiality, the practice-patient relationship Do not have background noise. may experience irreparable damage (see Chapters 4 and 40). Do not speak too quickly. Use the caller s name in the conversation and give him or her RECALL complete attention. hen completing a call, always allow the person who originated 10. How can a patient be psychologically influenced by others’ attitudes? the call to hang up !rst. 11. Are objective fears acquired or learned? 12. Describe a few techniques that can be used to calm an irate patient. Incoming Calls Phone Skills The phone should be answered promptly, preferably after the !rst ring. The phone is your most important device used in public relations. Greet the patient pleasantly. Most patients make their !rst contact with the dental office by Identify the practice and yourself. (Properly identifying yourself phone. Based on this !rst contact, the patient forms an opinion at the beginning of the conversation will prompt the caller to of the practice. This opinion reflects on the dentist and the dental identify himself or herself as well.) team and even on the quality of care provided—although no actual Ask how you may help the caller. care has yet been provided. The business assistant is responsible for answering the phone Working With Difficult Callers and ensuring that all patient contacts have a positive experience (Fig. 61.4). Sometimes a caller will come across on the phone as difficult. This is most common if the person is in pain or there is a billing question. First, remember that this caller is a patient, so your handling of Etiquette the call could result either in the patient continuing his or her Phone calls should be administered by the same rules of courtesy relationship with the office or going elsewhere. Do the following: that apply to face-to-face meetings. This courtesy should begin Listen without interrupting. with a prompt and pleasant response to the ring of the phone and Gather the facts and take notes. should continue until the receiver is gently replaced at the end of Organize your notes, so they can be relayed to the appropriate the call. When answering the phone, your voice should convey person. the equivalent of a warm smile, and the perceived message should Sympathize with the caller and offer to act as quickly as be, “I’m glad you called!” You never want to send the message that you can. the call is an unwanted interruption or that you are tired, angry, Stay calm even though the caller may be angry and possibly preoccupied, or in a hurry. Remember the following: abusive. Smile it shows in your voice. ever chew gum, eat, drink, or have a pen or pencil in your Placing a Caller on Hold mouth while talking on the phone. Before placing a caller on hold, ask for his or her permission: “May I put you on hold for just a moment, Mr. Johnson?” Then wait for the caller’s response before pressing the “hold” or “mute” button. Always be courteous, and do not expect the caller to remain on hold for longer than a few minutes. If necessary, ask whether you can return the call and give a speci!c time when you will do so. On-Hold Message Systems On-hold message systems consist of recorded messages or music used by the practice to make “on-hold” time educational and more pleasant for callers than a waiting signal. These messages may explain a variety of treatments and services available at the practice. The messages or musical interludes are broken occasionally by recordings by professional announcers who apologize for any delay and thank the caller for waiting. Callers Wanting to Speak to the Dentist Fig. 61.4 The business assistant answers the phone. (Copyright iStock. The dentist should not be interrupted at chairside to come to the com/Charly_Morlock.) phone. Phone interruptions (1) reduce productivity and cause  CHAPTER 61 Communication in the Dental Office 961 Fig. 61.6 A multipurpose phone system with multiple lines and answer- Fig. 61.5An example of a printed form for taking messages. (Courtesy ing machine. (From BigStockPhoto.com.) Patterson Dental, St Paul, MN.) hen the office will reopen treatment delays, (2) are inconsiderate to the seated patient, and hom to contact in case of an emergency (and how to contact (3) make it di!cult for the dental team to maintain infection that person) control protocols. When the o!ce reopens, call the service immediately to notify The most common exceptions for which a dentist should come service staff that you are back and will be taking incoming calls to the phone are to talk to another dentist, the dental laboratory again. At this time, service staff will give you the messages they technician, or an immediate family member. It is the business have taken during your absence. As messages are dictated, record assistant’s responsibility to know the dentist’s policy on this and them accurately and return calls promptly as appropriate. to handle all other calls tactfully. Select your words and phrases with care. If the request of a Answering Machine caller to speak with the dentist does not meet the dentist’s specified The phone answering machine is a recording device that is located criteria for interruption, be polite. A statement such as, “Dr. Garcia in the dental o!ce (Fig. 61.6). When the o!ce is closing, the is with a patient. How may I help you?” is appropriate. business assistant dictates an appropriate message into the machine, providing the following information: The identification of the office Taking Messages hy the phone is being answered by a recording (e.g., the Make a written notation of all incoming calls, particularly those o!ce is closed) that require further action. Many practices use a printed form or The time at which the office will reopen a phone log to organize this information (Fig. 61.5). Many of hom to contact in case of an emergency (and how to contact these types of form systems create a duplicate copy of the message that person) as you write, so the original message can be torn off and delivered. Basic instructions on how to leave a message (e.g., After the At the beginning of the conversation, note the caller’s name, and tone, please leave your name, a brief message, and the number then ask the appropriate questions. Be sure to record the information where you can be reached.”) completely and accurately. After you take a message, deliver it After you have dictated the message, play it back to check for promptly and accurately. accuracy and clarity. Remember that even during a recording, you If you promise to follow through on a call, be sure to do just want to create a good impression. Then turn on the machine so that! Do not promise that the dentist will call back at a certain it will answer and record all incoming calls. When you return to time unless you are positive that this is possible and that the dentist the o!ce, listen to the messages that have been left, log them, and will be willing to follow through. When the dentist is expected to promptly take any necessary follow-through action. return a call to a patient, have the appropriate patient records ready for the dentist when you deliver the message. Voice Mail See Procedure 61.1: Answering the Phone. Many dental practices prefer to use a voice mail service to allow the caller to select a variety of options. These services are contracted Phone Message Systems through the company that provides the practice’s local phone service. As a rule, calls may be forwarded directly to various parties to Answering Service answer questions, or the caller may leave a message for the dentist When the dental o!ce is closed, some form of phone coverage or one of the assistants. Voice mail services allow you to leave a must be provided. If an answering service is used, learn how to recorded greeting, like that used with an answering machine; use these services properly. In general, it is necessary to call the however, no physical machine is kept in the dental o!ce. Instead, service and notify service staff when the o!ce is closing. Relay messages are retrieved by calling an access number and entering the following information to the service: a security code number. As with other message systems, listen to 962 PART 11 Dental Administration and Communication Skills the messages, log them, and promptly take any necessary follow- a patient appointment phone reminder service, patients can be through action. contacted in a professional manner reminding them of their upcoming appointment. Prerecorded messages can be played to Patients’ Preferred Method of Communication either answering machines or individuals informing them of Do not assume that a single method of communication will meet upcoming appointments. Simple to complex scripts can be developed everyone’s needs. Collect your patients’ preferred method of com- for touch phone response. munication. Some will prefer a voice message or email. Some will If a patient !nds it necessary to cancel an appointment, the want the traditional postcard. Many of your patients will want a patient can be directed back to a staff member or transferred to text message. Your capability to respect this preference will not outside third parties such as an office answering service. only demonstrate good customer service, but also exhibit your practice’s technologic sophistication. Text Messaging Whether we like it or not, text messaging or texting is all around Emailing us. Everyone must admit that for quick messages such as “I’m Email communication has grown to be an essential tool in this age running late” or “Does anyone need anything at the store?” of technology. The use of email can increase productivity, decrease it is a great tool. So, when we look at its application in the costs, and be included in new marketing ways for a dental practice. dental practice, we should focus on its use for quick reminders, There is an increasing awareness of privacy issues when sharing alerts, and appointment confirmations. This also can be used to patient records between specialists, dentists, and laboratories through notify a patient that the office is running late for an upcoming email. A violation occurs when transmitting protected health appointment. information by email. Regulations, such as the Health Insurance Portability and Accountability Act (HIPAA and the Canadian Phone Equipment equivalent, PIPEDA, have established very speci!c guidelines for the handling of patient information. Electronic transmission of Headsets patient information creates multiple opportunities for the potential For a business assistant who may be handling more than one task loss of data. An office should investigate a HIPAA-compliant system at a time, a headset may be very useful. A headset is a lightweight that requires a secure login when using email. combination of an earphone and a microphone that rests on the assistant’s head and allows a person to move about the office and Email Etiquette talk on the phone (Fig. 61.7). The advantage of a headset is that Because your correspondence says a lot about you and the dental the business assistant’s hands are free to do other things. For many practice, you should be aware of some basic email etiquette: users, a headset also creates less neck and elbow strain than a Mind your manners: Think of the basic rules you learned growing traditional handpiece/receiver. up, such as saying please and thank you. Address people you do not know as Mr., Mrs., or Dr.; address someone by !rst Pager name only if they imply that it is okay to do so. Many dentists need to be “on call” during weekends or while away Watch your tone: The dictionary de!nes tone as an “accent or from the practice. A pager is a mobile system that contacts the in%ection expressive of a mood or emotion.” It is very difficult dentist through an answering service or by calling a special number to express tone in writing. You want to come across as respectful, that is left on the answering machine. friendly, and approachable. You do not want to sound curt or demanding. Facsimile (“Fax”) Machine Be concise: Get to the point of your email as quickly as possible, A fax machine can be a great asset for enhancing communication but do not leave out important details that will help your in your office (Fig. 61.8). Many dental practices work closely with recipient answer your query. other specialty offices and must convey patient information to Be professional: This means stay away from abbreviations and other dentists or healthcare professionals. Sending this information do not use emoticons (those little smiley faces). Do not use a by fax can save time and labor. The fax unit is joined to the phone cute or suggestive email address for business communications. system and is used to electronically send and receive hard copy Use correct spelling and proper grammar: Use a dictionary or a messages (handwritten or typed). spell checker, whichever works better for you. Although you Uses of the fax machine in the dental office include placing can write in a conversational tone (contractions are okay), pay orders with suppliers, relaying and receiving patient information, attention to basic rules of grammar. and sending information to insurance companies. When sending Ask before you send an attachment: Because of computer viruses, a fax, remember that it should be neat and professional in appearance many people will not open attachments unless they know the (similar to other forms of written communication). sender. Even that can be a mistake because many viruses come disguised in email messages from someone you know. Before sending an attachment, ask the recipient if you may do so. Wait to fill in the “To” email address: Never !ll in the “To” email address until you are completely through proo!ng the email RECALL and positive that it is exactly the way you want it. This will 13. What is the most important piece of office equipment that can be used keep you from accidentally sending an email prematurely. for public relations? 14. On which ring should you answer the phone? Automatic Dialing Services 15. When the dental office is closed, how are messages obtained? An automated appointment reminder service can help a practice 16. What piece of equipment allows you to transmit hard copy written by reducing missed appointments, thus increasing revenue. With messages?  CHAPTER 61 Communication in the Dental Office 963 Fig. 61.9 Business equipment is set up within the office management area. Fig. 61.7 The office assistant using a headset system. (Copyright iStock. com/sanjeri.) Fig. 61.8 A facsimile (fax) machine. Fig. 61.10 A desktop computer system used in the dental office. Written Communications or a supply company (Fig. 61.11). Maintenance of copy machines can be time-consuming and costly. Make sure the office invests in Many types of written communication originate from the dental a copier that will withstand the amount of work generated by that practice. It is important to realize that, other than speaking with practice. someone on the phone, written communication is the most important public relations tool of a practice. !us the practice’s Business Letters image or the perception it creates is based to a great degree on the type and quality of printed communications it generates. An appropriate business letter is essential when conveying a profes- sional image. Every letter or correspondence mailed from your dental office must be produced on high-quality, professionally Equipment designed stationery. Letters must be concise, accurate, and neat If one of your responsibilities in the dental office is to correspond and should be proofread for spelling and grammatical errors. through written communication, you will be required to learn Misspelled words and poor grammar convey the image of an office how to use the necessary business equipment within the office that does not care about quality. Patients and referring dentists (Fig. 61.9). may see this as unprofessional and even as a reflection on the !e computer is the operating system used for all forms of quality of dental care provided. written communication (Fig. 61.10). !is useful and most versatile piece of equipment allows the business assistant to handle all types Types of Business Letters of written communication. !ere are multiple dental software Many practices send letters to their patients for a variety of reasons, companies that can set up a customized program for the dental as follows: office. Learning basic keyboarding is useful for typing e ectively elcome to the practice with the computer. Congratulations A copier allows you to make duplicates (copies) of documents Acknowledgment of a referral that must be sent to a patient, another dentist, a dental laboratory, Completion of an extensive case 964 PART 11 Dental Administration and Communication Skills creating a properly formatted business letter by using your word processing program. By going to the letter wizard under the “Tools” function, select Letters Mailings and click on the Letter izard. !e wizard will prompt you through each field and allow you to choose a format. Block Letter Format: !e common block letter format places all of your text flush with the left margin. Paragraphs are double spaced, and all line text is single spaced. !e margins use a standard word processor setting of 1 inch (Fig. 61.12). Semi-Block Letter Format: !e only difference between the semi-block letter and the alternative block letter format is that instead of placing the body text justified left, the first line of each paragraph is indented (Fig. 61.13). Alternative Block Letter Format: !e alternative block letter format moves the return address, date, closing, name, title, and signature to the left side of the page. Fig. 61.11 Copier, printer, scanner, and fax machine all in one. (Copyright Simplified Letter Format: !is format has the same properties iStock.com/A stockphoto.) as the block letter with one exception: !e greeting or salutation is eliminated. !is is a helpful format when you do not know the recipient’s gender or marriage status. Continuing care (recall) Missed appointment Anatomy of a Business Letter Proposed treatment A business letter contains many crucial parts. Fig. 61.14 provides Collection of payment (see Chapter 6 ) a visual presentation of a letter along with descriptions for each To save time when composing letters, many practices keep section. (See Procedure 61.2: Composing a Business Letter.) sample letters on file under specific headings. Other commercially prepared sample letters (often called templates) are available in Preparing Envelopes for Mailing books (“hard copy” format) or in electronic format (discs, CDs, or downloadable files) for use with a word processing software With the automation equipment the U.S. Postal Service uses to program. !e word processing program enables users to quickly sort letters, there are some right and wrong ways to send an envelope create form letters and to personalize them automatically by merging so that it will safely and quickly travel through the U.S. mail. appropriate information from patient data files. Place the correct name and address on the front, placing it A letterhead is a physical representation of your dental o%ce. roughly in the middle of the envelope. Include the zip code; if It displays a professional image and lends urgency to whatever is you do not know what it is, you can look it up online at USPS. written on the paper. A simple design and arrangement of the com. Handwriting and nonstandard fonts are harder for automated dental practice name, the logo, and other important information machinery to read and could cause delay. Also, do not use periods are placed at the top of the page. or commas. For example, instead of writing, Letters to Colleagues john doe Dentists frequently communicate with other professionals in writing. 2015 N. 3rd St. It is the job of the alert dental assistant to ensure these communica- St. Louis, MO. 6 110 tions take place in an expedient and professional manner. Letters to the dentist’s colleagues may include examination findings or You should write, referral to specialists. It is important to double-check for spelling accuracy and consistency when sending written communications Mr. John Doe to other professional practices. 2015 North 3rd Street St. Louis MO 6 110 Letters to Insurance Carriers When completing written correspondence to insurance carriers, Be sure your return address is on the envelope in the extreme make sure the following items are included: upper left-hand corner on the front. Apply the correct postage Patient identification information: patient s name, address, date using stamps, a postage meter, or PC postage. !e postage should of birth, and contract number or identification number (Note: be placed in the upper right-hand corner of the envelope. If you Be careful not to include a patient’s Social Security number are not sure what the proper postage is, you can check current when submitting information.) rates on the USPS.com Web site or take it to your local post o%ce Case information: nature and extent of the case, any unusual to have them weigh it and apply the correct postage. circumstances or conditions, and an estimate of the fees to be incurred Radiographs: included only if required RECALL Format of a Business Letter 17. What would be an example of a salutation on a letter? Using the proper business letter format is one step in making your 18. In addition to the patient, to what other individual might you send a business more professional. You can simplify the entire process of business letter?  CHAPTER 61 Communication in the Dental Office 965 Fig. 61.12 A full-blocked business letter. (From Finkbeiner BL, Finkbeiner CA: Practice management for the dental team, ed 8, St Louis, 2016, Mosby.) Marketing Your Dental Practice enthusiastically involved in planning, implementing, and monitoring that plan. The term marketing usually brings to mind large advertising Although this is a team e!ort, one person (usually the office campaigns; however, that is not how this term applies to dentistry. manager or the business assistant) may be given responsibility In dentistry, marketing encompasses all activities involved in for ensuring the overall smooth functioning of the marketing attracting new patients to the practice and retaining satisfied ones. program. Communication skills are an essential part of the marketing of a dental practice. Goals of Practice Marketing Initiation and development of a marketing plan are the respon- sibilities of the dentist; however, for a marketing plan to be suc- A primary goal of any marketing plan is to create a positive image cessful, all members of the dental team must be actively and of the practice as a place where patients receive quality treatment 966 PART 11 Dental Administration and Communication Skills Fig. 61.13 A semi-blocked business letter. (From Finkbeiner BL, Finkbeiner CA: Practice management for the dental team, ed 8, St Louis, 2016, Mosby.) in a caring atmosphere. !e positive and cooperative attitudes The Plan of all staff members are vital in successfully creating this image; For a marketing plan to succeed, written goals and dates must be however, the business assistant is a key person because he or she established. Attention to detail is essential. usually has the all-important first contact with the patient. A secondary goal is to enroll new patients at the practice. An Marketing Budget important part of achieving this goal is determining the perceived !e average amount of investment budgeted by dentists for a needs of potential patients and seeking out ways to meet these needs. practice marketing plan ranges between 3% and 5% of the previous year’s gross revenues. Logistics of Marketing Tracking Responses Most practices with successful marketing programs attribute their Tracking determines the success of the marketing plan and provides success to good organization, attention to detail, determination a response to each marketing activity. !is may be accomplished of a budget, and tracking of the results. by counting the number of new patient referrals that result from  CHAPTER 61 Communication in the Dental Office 967 ANATOMY OF A BUSINESS LETTER 5 SALUTATION 1 Canyon View Dental Associates Greets the reader. When the reader’s name is known, it is best to use the name: Dear Ms. Jones, Dear Tom 4546 North Avery Way Smith. If the reader is familiar with you and this is a Canyon View, California less formal letter, Dear Tom is appropriate. If the reader Telephone (987) 654-3210 is unknown, general titles may be used: Dear Sir, Dear Madam, Dear Sir or Madam, Dear Ladies and April 28, 2016 Gentlemen, Gentleman, To Whom It May Concern. 2 6 SUBJECT LINE 3 Canyon View Medical Group Draws attention to the subject of the letter. Its use is 2908 Circle Drive optional. It can be underlined or typed in all capital Canyon View, CA 91783 letters. 4 Lynn Saunders, M.D. 7 BODY OF THE LETTER Director of Pediatric Medicine Within the body of the letter there are three sections, the introduction, the main body, and the closing. The 5 Dear Dr. Saunders: introduction is the first paragraph and states the reason you are writing. This section is one paragraph Subject: NURSING BOTTLE SYNDROME long and should contain a brief list of the important 6 points you will cover in the main body of the letter. The main body gives details of the points that you stated in 7a Keeping smiles is our business and recently we have treated several young the introduction. This section is one or two paragraphs children with rampant decay. We are treating cavities caused by nursing long, depending on the number of points that you bottle syndrome. 7 cover. This section should be concise and to the point. 7a The introduction is the first paragraph and states the BODY OF THE LETTER As you know, this is caused by giving a baby a bottle with milk, formula, or reason you are writing. This section is one paragraph juice at bedtime. The sugars in these liquids feed the mouth long and should contain a brief list of the important bacteria-producing acids that dissolve tooth enamel in a relatively short points you will cover in the main body of the letter. period of time. 7b The main body gives details of the points that you 7b stated in the introduction. This section is one or two Babies and young children should be given only water at bedtime or before a paragraphs long, depending on the number of points nap. If a child falls asleep with a bottle containing anything else, the potential that you cover. This section should be concise and to the point. for nursing bottle syndrome increases. 7c The closing paragraph describes the next step or expected outcome. Clearly state what action will be 7c Thanks for passing this information to the parents of your young patients. If taken. For example, if you are sending a letter of you need more information or pamphlets, please call us at 987-654-3210. referral to a specialist introducing a patient, inform the dentist what the patient will do next (call for an appoint- 8 Sincerely, ment, wait for the dental office to call and set up an appointment, or explore options and then decide what 9 Canyon View Dental Associates to do). The closing paragraph should enable the reader to determine what to do next. 8 COMPLIMENTARY CLOSING Closes the letter courteously. Typical complimentary 10 Mary A. Edwards, D.D.S. closings are Yours truly, Truly yours, Sincerely yours, and so on. The type of complimentary closing should follow the overall intent of the correspondence. For example, you would not close a collection letter with 11 MAE/lg Best wishes. Enclosure 12 9 COMPANY SIGNATURE 13 CC: Identifies the company of the person who is sending the letter and is optional. It is used when the sender of the letter represents the company. 10 SIGNER’S IDENTIFICATION 1 LETTERHEAD 1) The name of the intended reader is listed, followed by the company name and Occurs four lines below the previous item (complimen- Identifies the company or dental practice tary close or company signature) to allow room for a sending the letter. The letterhead style will address. 2) The company name and address is signature. Type the signer’s name and appropriate vary in color, font style, and size. The title (if needed). name and address of the dental practice listed, followed by an attention line to (company) are included, but telephone identify the intended reader. 11 REFERENCE INITIALS number, fax number, email address, web These styles vary and may be determined Identify the sender and the typist of the letter. Type the address, or company logo are optional. by the type of computer software being sender’s initials in capital letters, followed by a slash Traditionally the letterhead is placed at the used. Most software packages can print (/) or a colon (:) and the typist’s initials in lower case. top of the paper, but this may vary. Letter- envelopes with information from the inside The purpose is to identify the preparer. heads are used only on the first page. address. 12 ENCLOSURE REMINDER 2 DATELINE 4 ATTENTION LINES Alerts the reader that there is more to the letter. Use a The date the letter was written is placed a Used to draw attention to the person you reminder line when attachments or enclosures are few lines below the letterhead (if the letter- wish to read the letter. The full name included with the letter. head is at the top of the page). Rules for should be typed and underlined, or typed 13 COPY NOTATION spacing the dateline are flexible, to allow in all capital letters. Do not include redun- for a well-balanced, appealing letter. dant titles such as Dr. Mary A. Edwards, Notifies the reader that a copy of the document is DDS. A person’s company title can be being forwarded to another party. CC is the notation 3 INSIDE ADDRESS used. It stands for “carbon copy” or “computer copy” placed on a second line, for example: The same as the address on the outside of and states that a copy of the letter has been forwarded the envelope. When addressing the letter Lynn Saunders, M.D. to the recipient whose name follows the CC notation. to an individual, several different methods Director of Pediatric Medicine can be used: 2908 Circle Drive Canyon View, CA 91783 Fig. 61.14Anatomy of a business letter. (From Gaylor LJ: The administrative dental assistant, ed 4, St Louis, 2017, Elsevier.) 968 PART 11 Dental Administration and Communication Skills a marketing promotion; for example, “!irty new patients entered Sending flowers or other appropriate thank you gifts to those the practice after [a specific] marketing event” is a measurable who refer new patients to the practice response regarding success. Sending birthday or other special occasion cards to patients Sponsoring giveaways, office open house, and other promotional events Types of Practice Marketing External marketing activities are those that take place outside of Dental Office Newsletter the office that are directed to reach people who are not patients. A newsletter represents a valuable communication tool for the It can include any of the following tools: practice. Patients enjoy reading about newly available techniques Advertising and learning about the “human” side of the practice. !e purposes eb site of a practice newsletter include the following: Blog eeping patients aware of new technology and treatment Social media marketing advances Marketing material such as business cards, letterhead, and logo eeping in touch with the dentist and members of the dental Health fairs team Presentations to schoolchildren or senior citizen groups Listing patients names as referral sources or contest winners Internal marketing strategies are those activities and promotions (Note: Names are used only with patients’ permission.) that are targeted toward current patients of the practice. !ese Announcing other changes that have taken place within the also may require staff participation. Such activities may include, practice but are not limited to, the following (Fig. 61.15): Most practices will publish a newsletter for their patients on a Printing a practice newsletter quarterly basis. A number of professional newsletter preparation Developing promotional materials for insertion into monthly organizations are available to produce a newsletter that incorporates statements the dentist’s masthead and practice information. Fig. 61.15 An example of a dental practice brochure for marketing. (Courtesy Patterson Dental, St Paul, MN.)  CHAPTER 61 Communication in the Dental Office 969 Patient Education Materials Eye to the Future Printed pamphlets, brochures, and statement “stu!ers” are printed Technology today allows us to communicate with people very communication tools that have been used successfully by many easily. For example, a dental practice can maintain its own Web dental practices. The American Dental Association provides a series site that introduces the sta!, presents philosophies of practice, and of educational brochures that can be purchased and have available describes the specialty or focus of the practice. Through use of the for your patients. These can be personalized with your office Internet, most information will be conveyed via a private portal information, in a di!erent language, and cover all aspects of the in the future. Patients will have a private access to all aspects of type of dentistry that is practiced in the office. their dental care. Examples of communication include patient registration, scheduling appointments, having recall notifications, insurance information, and billing. RECALL 19. Which members of the dental office team should be involved in Critical Thinking marketing of the practice? 20. What percentage of the office’s gross revenue should be invested in 1. Go through your personal “junk mail”; select examples that marketing? show a powerful marketing technique that gets your attention. 21. Give an example of an external marketing activity. 2. Write down a specific dialogue that you would use when answering the phone in a dental office. 3. Think back to your last visit to the dentist or doctor and discuss Patient Education how the business tasks of the office were handled. Describe how the reception area was maintained and how sta! members The dental team serves as the front door to a practice. As a member treated one another. of the team, everything you say and do represents the dentist and 4. List possible reasons why a patient might feel apprehensive the practice. The entire sta! should work as a team to create an about his or her visit to the dentist and describe how you could atmosphere of patient confidence and trust. O!er information make the visit less stressful. about appointment schedules, billing, insurance services, phone 5. Have you ever observed a situation in which someone was hours, office hours, and emergency coverage. Information about being discriminated against by another person? If so, describe fees and office policies should be readily available to patients. The the situation and your feelings, and suggest ways that this more information you can o!er to your patients, the more they problem could have been prevented. will feel confident about the care received at the dental practice. ELECTRONIC RESOURCES Legal and Ethical Implications Additional information related to content in Chapter 61 can be Remember, all types of communication with patients are confiden- found on the companion Evolve Web site. tial, whether it is conveyed by phone, through written letters, or Practice Quiz with documentation in a patient’s record. The Health Insurance Portability and Accountability Act (HIPAA) of 1996 has increased our awareness of privacy in speaking with a patient. Make sure you are discreet in discussing specific treatment or financial information. Every means of communication should project a professional image. PROCEDURE 61.1 Answering the Phone Equipment and Supplies 3. Identify the office and yourself. Phone PURPOSE This lets the caller know whether he or she has reached the Message pad correct number. Pen or pencil 4. Acknowledge the caller by name. Appointment book PURPOSE This shows interest in the caller and initiates the first relationship. Procedural Steps 5. Follow through on the caller’s request by answering specific questions 1. Answer the phone on the first ring. about new patient information, appointments, or financial information. PURPOSE This shows the patient that your office is prompt and ready to 6. Take a message if appropriate. please. 7. Complete the call in a professional manner and replace the receiver after 2. Speak directly into the receiver with your mouth approximately 1 inch you hear that the caller has done so. from the mouthpiece. 970 PART 11 Dental Administration and Communication Skills PROCEDURE 61.2 Composing a Business Letter Equipment and Supplies PURPOSE This provides practice in writing skills and helps you to Computer develop your verbal and nonverbal skills with the help of another person. Letterhead paper 3. Check the draft for correct information, grammar, spelling, and Pen punctuation. 4. Create the final letter from the corrected draft. Procedural Steps 5. Type your name and sign by hand (or, if you are writing the letter for 1. Using your word processing document set your margins, font, spacing, someone else, type the sender’s name at the closing, and have that and order of the letter (if this is a function of your software). person sign by hand). 2. Prepare a draft of the letter on the computer; then have a peer review it and make comments.