What Are You Saying?

by Dr. Ron Arndt

Dental Practice Communication Tips
My Full Contact Coaching© clients come to me with all sorts of staff issues. Recently, one of my clients was terribly up-in-arms because his staff person failed to deliver an updated protocol on short-notice cancellations and failed appointments.

Here’s what he said to this staff member, “I need you to update this protocol ASAP.”

Big mistake, doctor! What does “ASAP” mean? Today or the end of the week? This afternoon “or-else”? By the next time we get together?

This is the dangerous language of “vaguery”. The staff person had a million questions in her head, such as:

  • How am I to interpret that?
  • What is the real deadline?
  • What does an upgrade even look like?

Be clear!

Do you have a “vaguery” experience that you would like to share?

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