| Perspective
Shift |
| Whereas the first four
(4) workshops focus on systems and tools, Workshops 5-9 focus
on processes. We move from "task" to "goal" orientation,
from a perspective of "detail" to one of "overview",
from "problem" to "solution", from "dentist
as manager" to "staff as a self directed work team".
In short, after the systems are introduced in Workshops 1-4,
the focus of the curriculum for Workshops 5-9 is about total
quality management and creating excellence as a habit.
|
| Systems
Implementation |
- With a year of concrete, actual
numbers behind you, you complete your second Annual Plan
(either manually or by spreadsheet) between Workshops 4 and
5. At this point, your comfort and confidence in your ability
to accurately project expenses and production has risen.
- Also between Workshops 4-5, you
and your team complete a comprehensive Systems Implementation
Checklist and Analysis, which reviews the implementation in
your surgery of the systems taught in Workshops 1-4. This Analysis
will be conducted in your surgery over multiple staff meetings
and will measure your successes and target areas for growth.
|
Workshop 5 |
Workshop
6 |
"Ensuring
Ongoing Results"
Entire Team:
Two Days
- Outcome Setting
- Forcefield Analysis
- Gantt Charts
- Training Basics
- Action Planning around priority
improvements identified in the Systems Implementation Checklist
and Analysis
- Personality Profiling using
the DISC inventory and applying to (i) team dynamics and
(ii) patient communications
- Introducing the expanded Key
Performance Indicators
- Creating a twelve month Marketing
Plan for attracting and retaining high quality patients
to your practice
- How to handle busyness issues
(if your practice is too busy or not busy enough)
|
"Advanced
Case Presentation"
Doctor and spouse only:
Two Days
- Overview of the six factors
of influence and the psychology of persuasion (as developed
by Robert Cialdini) including:
Reciprocity;
Commitment and consistency;
Social Proof;
Liking;
Authority;and
Scarcity
- Building rapport with patients,
using matching, mirroring, index computation, representational
systems and other structures of NLP (Neuro Linguistic Programming)
- SPIN Selling as developed
by Neil Rockham and the Huthwaite Institute, who studied
over 35,000 sales calls and came up with an approach to
questioning techniques based on the effectiveness of the
sales calls. SPIN stands for the 4 types of questions that
should be asked in sales encounters, especially those involving
large expense (such as large treatment plans).
|
| Workshop
7 |
Workshop
8 |
"Putting
It All Together - Elements and Pressure Points of the Mature
Dental Practice"
Entire Team:
Two Days
- Creativity and Lateral Thinking
- Problem Solving and Analysis
Tools
- Developing the Hygiene Department
- The Continuing Care System
- Selling Restorative Dentistry
out of Hygiene
- Conflict Resolution among
the team
- Confrontation Skills for the
Team
- Team Decision Making Processes
- Staff Meeting Evaluation
and Improvement
- Improving the Huddle
|
"Strategic
Planning - From the Past to the Present and into the Future"
Doctor and spouse only:
Two Days
- Year End Comparatives
- A retrospective - examining
how far you've come over the 2 and a half years
- Time Management (based on
what's important)
- Visioning
- Strategic Planning
- Revisiting Mission Statement
- Creating a Philosophy Statement
including a listing of your core values, standards and
behavioural objectives
- Taking stock of where you
are (strengths, weaknesses, opportunities, threats and
stakeholders)
- Creating a timeline for envisaged
objectives
- Action Planning for the realization
of envisioned objectives, seizing of opportunities and
reduction of threats
- Funding Your Retirement
- Time Value of Money
- Board of Directors Meeting
- Closing Ceremony
|
| Workshop
9 |
Systems Review Workshop - SRW |
"Verbal
Skills Olympics"
Entire Team:
Two Days
- Ties a ribbon around the two
and half year process
- Learning through competitive
games
- Team Building
- Overview of Self Directed
Work Teams
- Designing yourselves into
High Performance Teams
- Assessing the status of your
systems
- Action planning your biggest
opportunities for growth
- Having Fun with the Influencing
Cycle and Overcoming Objections
- Self- Directed Skill Development
in Job Groups:
Dentists work on:
. Leadership, and
. Communication (through an exercise
in NLP (neuro linguistic programming)
Hygienists / Therapists
work on:
. Flow charting a patient
visit
. Selling restorative dentistry out of
hygiene
Front Desk - can choose from
either:
. Appointment scheduling
-
. Designing the ideal
day
. Flexible Appointments
. Cancellations
. Financial Arrangements
-
. Negotiating Financial Arrangements
. Collections
. Review of Amnesty Letter
. Financial Guidelines
Nurses work on:
. Development of the
Ideal Patient
Education Process
. Designing Patient Comfort
. Scripting Debriefs
- Verbal Skills Practice in:
>Handling
the Late Practice
>Handling
the Late Patient
>The
Patient Debrief
>Increasing
Patient Comfort
>Collections
>Asking
for Referrals
>Appointing
Patients into a time that works
for the practice (including not appointing
families together, appointing school age
children and working adults during the day).
>Selling
to Different Personality Types
>The
Consultation
>Appointing
Emergencies
>Handling
Cancellations, No Shows and
Broken Appointments
- Graduation
|
"SYSTEMS REVIEW WORKSHOP OVERVIEW"
Entire Team:
Two Days
- Appointment Scheduling
- Debriefing Patients
- Handling Cancellations
- Handling Emergency Patients & Appointments
- Morning Huddles
- The Influencing Cycle
- The Comprehensive New Patient / Status Exam and Consultation
- The Quality Hand Off
- Negotiating Financial Arrangements
- Asking for Referrals
- Staff Meetings
- Implementing Review of Workshops Two and Three
|
