This is a topic that is not spoken about enough but once mastered it can dramatically improve our ways of communicating with one another. Why is this important in dentistry when communicating with patients you may wonder? Done correctly it can improve interactions, build trust and stronger relationships. One of the main concerns I hear from a lot of dentists is how to manage patient expectations especially once a treatment has been completed. Bertalan Mesko the Dental Futurist calls for more of a cultural relationship between doctors and patients where there is an equal partnership, and the patient feels in control of their treatment and part of the journey. A risk to this balanced partnership can be down to the form of communication and interaction that takes place between the dentist and the patient.
Transactional analysis is a psychoanalytical theory that was developed by psychiatrist Eric Berne in the late 1950’s as a method of communication that determines the behaviours through the ego state of the parties involved in the interaction. The three ego states of the personality are ‘parent’, ‘child’, and ‘adult’ as a basis for understanding behaviour and how we communicate as well as the roles we play.
The ‘parent’ behaviour is borrowed from what we observe from our caregivers in the first 5 years of our life. It can be displayed as ‘nurturing’ that is gentle and compassionate or ‘critical’ and may be seen as judgemental, hierarchical or condescending. The “adult” ego state is the part of the personality that communicates accurately, using facts and no pre-judged thoughts. It is where the messaging and tone is healthy and balanced, communicating on equal levels between both parties. The “child” ego state can be either playful or rebellious and can be emotional. It tends to mirror behaviours in ways similar to that of how we responded to our caregivers as a child, which may result in compliance or rebellious behaviour.
In trying to communicate the two individuals can invoke and alternate between six ego states, three for each person. So, as you can see getting the right balance of communication can be quite complex. If you approach a conversation with a patient as the ‘parent’ they could feel an imbalance in the relationship and as a result, the rapport and trust may break down. They may respond as the 'child' with resistance as they perceive you not as an equal and someone they want to work with. If there are two different ego states conversing this can lead to crossed transactions and often result in conflict.
What is required in this case is a shift in perspective from one or both involved. The sweet spot is to communicate ‘adult’ to ‘adult’ as this is a complementary transaction of communication and harmony when finding common areas of agreement. Ask the patient open questions so they feel they are being heard and understood. Instead of telling patients what they need, (which will still be needed in some interactions) seek to understand the patients’ main concerns and desired outcomes for the treatment without judgment or assumptions. Visual aids complement the consultation process as patients may not relate to certain ‘clinical’ references but will pick up on visual cues. Ensure your tone is even, you are at eye level with the patient and your body language is open and engaging.
To have healthier and more effective interactions with your patients be consciously aware of maintaining that adult-to-adult communication. It will help build relationships, rapport, and trust, which will have a positive effect on your conversion rates and lead to happier patient outcomes.
Let’s have more of that, please!!
