Programme
09:00
| Introductions
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| | First impressions and complaints |
| Anxious or nervous patients
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| | Analyse what makes people challenging and the Iceberg Principle
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| Recognise the positive driver behind the difficult behaviour
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10:15
| Break
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10:30
| Aim for adult-to-adult communication and avoid game-playing
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| Maintain rapport and diffuse difficult situations
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11:45
| Break
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12:00
| Coaching exercise - solve a difficult real-life situation with confidence (small breakout rooms)
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12:45
| Recap and questions
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Speaker
| Heather Dallas, Managing Director, Dallas Development Heather spent ten years as a senior training manager at Deloitte before starting Dallas Development in January 2000. As well as running various programmes for the BDA, Heather is also a motivational and inspiring public speaker and personal coach in personal impact and career development. Her specialist areas are management skills, team working, personal impact, train the trainers, presentation skills, life balance and handling conflict. She is a qualified MBTI Practitioner, Belbin Team Roles Consultant, Strengths Deployment Inventory Consultant and NLP Master Practitioner and Integral Eye Movement Technique Practitioner.
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Course format
The course will take place on Zoom using breakout rooms, chat and the whiteboard.
*Limited class size to enhance interaction*
CPD
| 3 1/2 hours CPD
In order to qualify for a CPD certificate attendees must attend this live session and complete the post-event engagement and evaluation survey.
CPD certificates will be issued once attendance reports have been validated.
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Fees
BDA member
| £95
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Non-member dentist
| £125
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How to book
**We are currently unable to accept payment by cheque and bookings by post. Therefore please book online, over the phone or email a completed booking form to events@bda.org**
Online
(login/register - see top right of page)
| 
020 7563 4590 | 
Print, complete then return a
booking form
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Booking online:
Login to the BDA website first. Then use the pink 'Register' button at the top right of this page.
If you do not already have a BDA website username and password, fill in this form and we'll set you up with a username and temporary password.
Please note: If you have a GDC number you can use the online system. You do not need to be a BDA member.
Wish to attend but are not GDC-registered? Then please do give us a call and we will take your booking over the phone.
Cancellations
All cancellations must be received in writing by email to events@bda.org. Cancellations received 7 days or more prior to a virtual event will be entitled to a 100% refund. For cancellations received after this time, no refund will be given. Failure to attend the event on the day will constitute late cancellation and no refund will be given. Certificates will not be issued for partial attendance
Please note: this online event will not be recorded and it will not be possible to view on-demand afterwards.
Can't make this date?
If you would be interested in alternative online and face-to- face (COVID permitting) event dates do let us know at events@bda.org so we can keep you informed of future plans.
