Speaking Success: The Power of Words

Posted by Ben Shin on Mar 28, 2014 1:58:00 PM


by Joan Garbo 

"On no account brood over your wrongdoing.
Rolling in the muck is not the best way of getting clean. "
Aldous Huxley


All of us have made mistakes, some big ones, some small ones.  Regardless of the nature or size of the mistake, what you do after the mistake is made that will determine if the mistake is a setback or a set up for a breakthrough! 

More often than not, when we make a mistake, our first reaction is embarrassment, followed by a cover-up/correction with the hope that no one saw the mistake. If someone has noticed the mistake and asks about it, the first position many take is either denial or justification.

Neither will produce the set up for a breakthrough. Rather, they close the window of opportunity for positive change.

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Topics: Joan Garbo, continuing education, learning from mistakes, coaching, success, change

Advice on Confronts

Posted by Shelby Kruse on Jul 5, 2012 9:31:00 AM

By Joan Garbo

Among the most critical aspects in learning to deal with difficult or confronting situations with patients is the old axiom that says, "it's not what you say but how you say it that counts."   93% of communication is non-verbal.  While it is important to remember mom's admonition to "watch what you say," it is even more important to monitor your tone and body language when speaking.  Words comprise only 7% of the message; 38% of the message is auditory (volume, rate of speech, intonation and inflection, even accent); while 55% of the message is derived from visual aspects (facial expressions, body language, even what you are wearing or the environment you are in.)  If what you say doesn't match up with how you sound or how you look when you speak, the person will think you are, at best, insincere. (For example, if someone were apologizing to you for some situation, and was laughing while speaking, you wouldn't believe the apology was sincere.) 

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Topics: orthodontic practice management, Communication, Consultants, Relationships, Joan Garbo

Tis the Season

Posted by Shelby Kruse on Dec 7, 2011 11:14:00 AM

by Joan Garbo

Retailers have edged the Christmas buying season up so that it now begins before Halloween!  “Black Friday” has spawned “Cyber Monday” for online shopping; and the mobs of super-sales shoppers have become violent in their quest for “the deal.”  The number of younger people who have never watched nor heard of “It’s a Wonderful Life” has exploded as younger generations can’t understand how anyone could watch a movie in black and white, especially one without explosive special effects.  And the second biggest retail day is the day after Christmas when the stores are jammed with unhappy gift recipients seeking to cash in on the day-after sales.  Is this what “the season” is about?

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Topics: orthodontic practice management, Marketing, Communication, Consultants, Joan Garbo

Communicating to Better Relationships: Part 2

Posted by Shelby Kruse on Oct 26, 2011 10:39:00 AM

By Joan Garbo
Read Part 1 of "Communicating to Better Relationships" Here.

We value relationships in terms of how they serve to nurture and sustain us in our personal goals and value systems. Being self-righteous in our actions and opinions not only thwarts our relationship with others, but also ends up being self-destructive.

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Topics: Communication, Consultants, Relationships, Joan Garbo, staff communication

Communicating to Better Relationships: Part 1

Posted by Shelby Kruse on Oct 19, 2011 1:22:00 PM

by Joan Garbo

The foundation for cooperative actions among people is a strong sense of relationship. The right “personality fit” usually makes this easy. But not everyone on a team, particularly large teams, always “fits” with each other. Our personality and communication styles often interfere with our feeling accepted and feeling held in high regard. As an example, some people have a communication style in which they are very direct in addressing issues and may not be focused on the listeners’ feelings. This style can be considered offensive by those who have a very indirect or subtle style of communicating, and are highly concerned with people’s feelings. When one examines the situation closely, it becomes clear that the “direct” person does not intend to offend. Conversely, when the “subtle” communicator speaks, he or she can be thought of as wimpy or indecisive or confusing, when in fact that person is focused on something that the listener is not. Neither way is good or bad, right or wrong. It is simply what is so. The important question to ask is, “How can we make this work for everyone?”

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Topics: orthodontic practice management, Communication, Ortho2, Orthodontic, Relationships, Joan Garbo

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