Enhancing telephone communication in the dental office.

Answering the telephone is an important first contact with the dental office. The voice tone, inflection and other non-verbal aspects of the person answering all have a profound impact on how the caller perceives the dental office. Suggestions are presented which are designed to avoid communication problems and to project a positive professional image to a caller. Audio clips are included to demonstrate variations in telephone technique to assist the reader in the development of a telephone answering protocol that reflects a desirable image for the office staff and for the dental practice.