Scripting Tip – If possible, avoid saying “no” to parents and patients. When you say “no,” the only thing parents and patients hear is that you aren’t going to help them. Instead of saying “No, we can’t see Bobby/you on Tuesday,” you can certainly say “We can see him/you on Thursday.” Notice that instead of telling parents and patients what isn’t available, you are sharing with them what is available. It allows you to focus on what is possible versus what isn’t.

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