Holding Crucial Conversations...

I recently sat through a program about holding crucial conversations and how to have them effectively. There is a five-step process that we must take into consideration when holding them, and the awareness of the process is important to create the outcome you desire.

There's no better example of holding crucial conversations in your office than the report of findings. It is simply the most critical conversation you will ever have with a patient and effective communication and awareness will make the desired outcomes for all parties that much better.

Step One

Sense Data -- Great communication occurs when there is a meeting of meaning. What I say and attempt to communicate with you hinges on what your paradigm is and what meaning you give to what I'm saying. And it's not just the words, in fact the words only account for 7% of sense data we receive. 58% of communication is non-verbal body language and 35% is the tone, inflection and volume in which we use those words. Are you using techniques essential to effective communication? Altering your body language, changing your voice and physiology, etc...?? Do so and watch your effectiveness catapult to new levels.

Step Two

Thoughts -- what do you think about the message you're communicating? Do you think what you're attempting to communicate is beneficial to your patient. Are you withholding from them because you think they won't accept your recommendations? We often get so intimidated because we don't think a patient will pay or come in as frequently as we think they should. Stop it! You are doing such a disservice to you, your profession and most importantly to that patient. If you think they need to be checked three times a week, why would you recommend anything else? Why would you pre-judge a person and their ability to pay your fee? Your fee is your fee is your fee!! When you negotiate your fee with someone, you diminish the value of what you do. Don't you know there could NEVER be a fair exchange for what you do?

Step Three

Feelings -- what are the emotions attached to your message? To you? Your patient? Once we have complete conviction about Chiropractic, it feeds our passion for it...most think you have to get passionate about something and then you can commit to it. It's just the opposite, once you make a commitment to something, it drives your passion even higher. Check in with yourself, you may need something to feed your commitment and passion. If so, take action now!

Step Four

Wants -- what do you want for yourself out of the conversation? What do you think your patient desires? And then what do you want for your business? Most patients want their pain to go away. We want to create a lifetime patient, and our business benefits from it. You see the disconnect and how we have different wants from the beginning of the relationship? Maybe you need to approach the ROF differently to move your patient from what they want to where you want.

Step Five

Actions -- based on what you communicate, what actions can be taken? Will it be blatantly obvious to your patient that Chiropractic should be an important piece of their health for their family? Or was there confusion?

Make a point to be aware of each piece in this cycle...perhaps you want to record your ROF to observe your communication style as objectively as possible.

How you communicate is the difference between someone accepting your recommendations and making Chiropractic a part of their life, or walking away...

That's crucial.