It’s important for your dental team to really think about what they’re going to say when they receive a patient phone call. For example, I attended a lecture where we were asked to indicate our preference between the following workshop titles:

Proposed Title I:

Sexual Harassment in the Workplace, and Dealing with Racism

Proposed Title II:

Men and Women as Allies and Friends, and Celebrating Pluralism

Both titles promise the same thing, yet it’s obvious which is preferable. The brain hears all the words, but it also feels some of them. Some people will react negatively, perhaps without even knowing why, to the words ‘sexual’ ‘harassment’ and ‘racism’ because for them, these are emotionally charged words. So always choose your words carefully and, if a word can be misinterpreted, don’t use it


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