© Copyright 1997-1998 - R. C. Schafer, DC, PhD, FICC

Table of Contents

Basics -9
   The Human Relations Element -9

Community Relations and Involvement -10

On-The-Job Conduct -11
   Personal Conversations -11
   Derogatory Remarks -12
   Health Education -12
   Personal Attire -12
      Staff Uniforms -12
      Hands and Nails -13
      Hair Styling -13
      Hosiery -14
      Shoes -14
      Overgarments -14
   The Professional Image -14
      Essentials -15

Etiquette in the Professional Office -17
   Introductions -18
   Communication -18
   Fees -18
   Respect -18
   Guard Doctor-Patient Privacy -19
   Privileged Information -19
   Discretion -19

First Impressions -20
   The Physical Office -20
      Furnishings -21
      Flowers -21
   Administration -21
   Helping the Doctor During New Employee Indoctrination -22
   Helping the Doctor During New Patient Indoctrination -22

Basic Psychodynamics in Professional Human Relations -23
   Applied Psychology -24
   Body Language -25
      Other Forms of Nonverbal Communication -26
      Eye Blink Rate -27
      Pupil Reactions -27
   Handling the Emotionally Disturbed Patient -28
      The Underestimated Value of Applied Psychology -29
      Dependency -29
      The Application of Psychiatric Principles -30
      The Assistant's Role in Case Management -32

An Overview of Psychiatric Disorders -33
   Coping Mechanisms -34
   The Person Behind the Illness -36
   Psychiatric Symptom Formation -38
   Understanding Anxiety and Depression -41
   Organ Language and Psychosemantics -43
      Neurotic Symbolism -43
      Alert Listening -45

General Educational Obligations -46
   Developing Levels of Consciousness -46
   Office Literature -46

Human Relations in Patient Control -47
   Building Good Will -48
   Preventing Patient Drop-Outs -50
   Meeting Patient Needs -51
   Avoid Self-Prophesies -52
   Advantages of the Humanized Practice -52
   What the Doctor Expects -53
   Handling Complaints and Criticisms -54
      Healing Reactions -54
      Slow Healing -54
      Family Worries -55
      Symptom-Free vs Optimal Health -55
   Coping with Negative Personalities -56
      Unreasonable Patients -56
      Inconsiderate Patients -57
      Indecisive Patients -57
      Timid Patients -57
      Suspicious Patients -58
      Snobbish Patients -58
      Chattering Patients -58
   Lessons from the World of Business -58
   Control of the Situation -59

Children in the Office -59
   The Child Visitor -59
   The Child Patient -60
      The Frightened or Timid Child -60
      The Bashful Child -61
      The Moody Child -62
      The Hysterical Child -62
      The Unmanageable or Temperamental Child -62
   Significance of Age Groups -63
      Infant Care -63
      Childhood -63
   Managing the Child-Patient's Parents -64
      The Intruding Parent -65
      The Overly Sympathetic Parent -65
      Parent Consultation -66
      Parental Communication During Treatment -66
      History Taking and Its Rationale -67
      Mensuration -67
      The Initial Examination -68
   Office Rules and Procedures -68
      Special Hours -68
      Special Attitude -69
      Preconditioning -69
      Testing -70
      Home Safety Instructions -70
      Office Safety -70
      Scheduling Control -71
      Periodic Check-Ups -71
      Confidential Information
      Third-Party Forms -72
   Building Positive Relationships with Children -72
      Self-Image Development -72
      Communication -72
      Special Attention Pays Dividends in Human Relations -73

The Elderly in the Office -75
   Age Considerations
   Special Human Relations Considerations -75
      Assistant Maturity -76
      Schedule Logically -76
      Develop Empathy -76
      Preserve Pride -76
   Special Considerations of Trauma -77

Adding the Personal Touch -78
   A Review of Fundamentals -78
   The Role of Office Records -80
   Personal Public Relations -80
   The Art of Communication -81
   Appealing to a Patient's Inner Needs -82
   Resolving and Preventing Complaints -85
   The Art of Gentle Persuasion -91
   Filling the Communications Gap -93
      Answering Silent Concerns -93
      Leverage Through Illustrations -94
      External Communications -95
   Enthusiasm Is Contagious -96
   Use of Conversational Terms -97
   Personalized Expressions -99
   Untactful vs Tactful Expressions -99
   Negative vs Positive Expressions -99
   Avoid Faulty Use of Words -100

It's Not Always What You Say but How You Say It -101
   Semantics and Case Management -101
   Semantics and Patient Relations -104