How to communicate with emotion

Human brains have developed over millions of years and it's widely accepted that we have an old prehistoric type of brain and much newer prefrontal cortex which is developed much more recently in history

These parts of the brain respond to completely different types of communication, and if you want to dramatically increase the value of your treatment plans then understanding this is going to be vital.

Don't want to read the full article? You can watch the short video version below.

 

HubSpot Video

 

Now let's say somebody comes in and they don't like the appearance of one or two of their teeth

It's very easy to get drawn in and start giving your patient options on what they can do on those one or two teeth

This is because as dentists we are pretty logical people and we see a problem and we can identify different solutions to that problem and fix it

And in addition, we can do all of this from pretty much a photograph and a couple of x-rays (completely ignoring the emotions here!)

So the trick here is to try and understand why the patient doesn't like those one or two teeth, are they looking to improve one or two teeth or is there something else going on?

When we teach our students how to carry out an excellent consultation the first 30 to 40 minutes of the consultation is just listening to the patient and understanding their story, this is important because we want to feel their pain and understand the emotions behind why they are looking to improve the look of their smile (or whatever they're in for)

The longer you spend with your patient just listening to their story the more trust you're going to build up and the more likely they are to tell you the true reason they are considering any treatment.

For some people this is purely functional they can't eat for others it's more emotional in that they want to feel good when they look in the mirror.

When they look in the mirror what they see is an old version of themselves and they will give you emotional trigger points in this conversation which we must listen to and note down.

Because these are the key reasons that people are having any treatment done and when it comes to presenting your treatment options you can address these emotional triggers

When you do this something strange happens you can instantly see that the patient feels like they're being understood for the first time in their dental history

They often know that the cost of treatment is going to be expensive and there are ways to figure out what the patients budget is before you move ahead and present your treatment plans or treatment options

When you mentioned the emotional reasons at case presentation stage, you will often see your patients face light up and the next question they have is “when can I start?”



WEBINAR - How To Get A £25k Case Acceptance

If you would like to find out more about how I personally run my consultations then click the link below to check-out a full 1h15min audio recording of a consultation, which resulted in a £25k treatment plan case acceptance.

There is a deep dive in the psychology of the consultation, and structure that will let you get the same results.

How To Get A £25k Case Acceptance