Welcome to Spanish class With pedro and Emilio EL DENTISTA Welcome to Spanish class With pedro and Emilio

WHY CREATE RAPPORT WITH YOUR PATIENTS Important to be able to create a comfortable environment for your patients Build Trust! Better patient interactions Two main components: the first phone call and meeting. These will set the tone between you and the patient.

THE PHONE CALL Your first interaction with your patient will be a phone call Format: The greeting The introduction Discussion of why you’re calling

“BUENO”

GREETING YOUR PATIENT (SALUDANDO AL PACIENTE) Buenos dias Buenas tardes Buenas noches Good Morning Good afternoon/evening Good night

INTRODUCING YOURSELF Mi nombre es [insert name here Me llamo [insert name here] Yo soy su estudiante dentista [Insert your name here] My name is I am your student Dr. “”

PRACTICE Hola, Buenos dias, mi nombre es “Pedro morales”, yo soy su estudiante dentista Hola, buenas tardes, me llamo Emilio, soy su estudiante dentista Hi, Good morning my name is “Pedro morales”, I am your student dentist

WHY YOU’RE CALLING Le hablo para agendar una cita. Cuando puede venir?/ Esta disponible el viernes? Pues, el viernes estoy libre durante el mediodia. Perfecto, a las 12 estoy disponible . I am calling to arrange an appointment. When could you come?/ Are you available on Friday? Well, I am free friday during noon. Perfect, I am available at 12. Es importante decir “perfecto” o expresar emocion positiva cuando le digas a los pacientes que “tienes una cita.” Lo que significa esa frase depende del contexto de la conversacion.

Days of the Week Lunes Monday Martes Tuesday Miercoles Wednesday Jueves Thursday Viernes Friday Sabado Saturday Domingo Sunday

Times of the day En la Manana In the morning Mediodia Noon En la tarde In the afternoon En la noche At night

ENDING THE CALL NOS VEMOS EL VIERNES I’LL SEE YOU ON FRIDAY QUE TENGA BUEN DIA ADIOS I’LL SEE YOU ON FRIDAY HAVE A NICE DAY GOOD BYE

OTHER PHRASES TO BUILD RAPPORT COMO PASO EL FIN DE SEMANA? COMO LE VA HOY? A QUE SE DEDICA? COMO ESTA SU FAMILIA? COMO LE FUE EN EL CAMINO? COMO SE SIENTE? DE DONDE ES USTED? YA COMIO? HOW WAS YOUR WEEKEND? HOW IS YOUR DAY? WHAT DO YOU DO FOR A LIVING? HOW IS YOUR FAMILY? HOW WAS YOUR TRIP HERE? HOW ARE YOU FEELING? WHERE ARE YOU FROM? DID YOU EAT?

SHOWING EMPATHY Very important in fostering a comfortable environment for the patient Difficult to do in another language Important to not forget this aspect of the appointment (it can easily slip your mind)

PREGUNTAS???