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You've likely been a part of a practice management and/or marketing presentation discussing how to build a rapport with your patient base.

The first time I had given any attention to rapport was in graduate school and understanding the communication theory presented by Dr. Debra Tannen, a professor at Georgetown University and focuses on a term called: genderlects.

Ultimately Dr. Tannen describes how males tend to communicate with report talk (transactional and without the need to share anything other than information for the sake of gathering and giving information) and females communicate with rapport talk (sharing information with the additional verbal and non-verbal messaging expressing emotion and/or social/interpersonal connection). I'm not intending this article to be polarizing in any way, but I do think it's worth paying attention to given the majority of the podiatric profession is male.

This also does not mean that all males speak in report talk and all females speak in rapport talk; nor does it mean that either is incapable of utilizing one or the other.

One of the reasons I am sharing my thoughts on this is because I have found the "build a rapport" statement to be thrown around a little too loosely; because it isn't just about spending time with your patients; it truly is about having self awareness to recognize the way you communicate - which is not just about the words you are saying, but how you are saying them, as well as the way you are listening.

As a physician, you are surrounded by patients every day and it wouldn't be surprising, nor at any fault of your own, if you were to develop some desensitization toward the vulnerability of patients. Every patient that steps into your office is in a vulnerable environment. They are being examined, questioned, and touched. In what world has anyone said, "you know what my favorite situation is? One that I feel extremely exposed and uncomfortable."

When physicians engage in report communication, the connection and the and the patient satisfaction may not be as elevated if rapport talk was employed instead, because these feelings of vulnerability and interpersonal discomfort would be lessened.

Strangely, this topic came to mind as I was watching a documentary a couple of weeks ago called, "The Vow." If you haven't seen it - whoa! It's not something I'm going to get into here, but in a nutshell it's another guy who creates a business but it's really just a dangerous, manipulative cult.

Speaking of cult, another "icky" word needs to be addressed: sales; because the point of this article is to shed some light on how we can use rapport talk and mirroring to increase both the comfort of your patients, but to also increase the dollars coming into your practice.

For some reason, the concept of persuasion has a stigma attached to it as if it is always unethical or a sinister reason to use persuasion; as if you are using manipulation to get them to do something they don't want to do.

That's not the case here. There are elements of persuasion that need to be employed with patients, especially when it comes to ensuring they are compliant or if the product/service you are offering is a cash service. Obviously, this is not to encourage manipulating patients into purchasing or opting into products and services that they don't really need. There is a big difference!

I'm going to circle back to the point of inspiration for this article - the documentary. In fact, I have provided the clip where Nancy (the business partner of business/cult leader, Keith Raniere) articulates this concept and breaks down why mirroring works.

While the use of mirroring in this circumstance is highly unethical, it can be used with your practice as a highly effective non-verbal strategy to increase sales and buy-in to cash services.

The first step is knowing how you communicate. Ironically right before I saw this episode of The Vow, a client of mine asked me if I was an extrovert or an introvert. I told him, I actually think I'm an introvert, but nobody would know that because I'm naturally very good at mirroring others. So when I'm in a social situation, my mirroring skills kick in and it appears that I am an extrovert.

If you can become self aware of your communication style and reflect on your patient interactions, you can start to consciously mirror; if you make a habit of mirroring, it will become like muscle memory and you will employ it subconsciously.

So if a patient leans in, you lean in; or if somebody is a little standoffish, give them some space. You are creating an environment where your patients they feel safe, where they feel seen, and they don't even realize you're establishing a subconscious connection.

Bottom line - when your patients feel connected, they feel trust; and ultimately patients who trust you are more inclined to adhere to the protocols you prescribe.

Sarah Breymeier: [email protected]

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Email: [email protected]

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Unlike most AFOs, the Richie Brace® contains a true functional orthotic footplate. Hence, common podiatric prescription enhancements for foot orthoses can be incorporated into all Richie Brace® models. These enhancements include:

Pocket for prominent navicular or styloid 5^th metatarsal

Each month, we are going to provide a one-question (maybe two-question) survey so we can gain a stronger understanding of the content you'd like to see - whether it be from us, from meetings, or from vendors.

For every survey you complete, you will earn a DPM download with useful information for your practice AND you will earn points to win our quarterly giveaway!

On April 1st, we will be giving away one of three items... winner's choice!

The Stanley Quencher H2.0 Stainless Steel Vacuum Insulated Tumbler with Lid and Straw for both hot and cold beverages is the coolest, trending product right now on planet earth.

Give your home or office an extra bit of flare with an Essential Oil diffuser with a soft LED light that gives the appearance of fireplace flames.

Watch our latest presentation! Recorded January 22, 2024

February Date TBD,

but let us know if you're interested and we'll send you more details!

This Practice Partner Academy Presentation

is sponsored by SureFit

This Practice Partner Academy Presentation is sponsored by

The Remy Class IV Laser

PodiatryMeetings.com presents information about upcoming podiatric events, featured podiatry vendors, exhibiting and travel tips, and more!

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