ONLINE EVENT: Managing challenging patients

Event Type

BDA TRAINING

Event Subject

Personal development

Topics

Development Outcomes (A, D)
Topic Groups (Personal Development)

Date

Friday 14 July 2023

Time

09:00 - 13:00

Venue

BDA e-learning

Address

www.bda.org/ilearn, ONLINE

Speakers

Heather Dallas

Booking Fees

Dental Care Professional: £95.00
Essential Member: £95.00
Expert Member: £95.00
Extra Member: £95.00
Senior member: £95.00
Non member: £125.00
Student member: £95.00

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Tel 020 7563 4590

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ONLINE EVENT:

Managing challenging patients and defusing difficult situations

Friday 14 July 2023 | ONLINE

09:00 - 13:00

Skillful handling of complaints is essential to modern business management as reputation and customer goodwill are paramount. If handled properly, a complaint can enhance relations and turn a potentially lost customer into a satisfied patient. This interactive workshop is packed with practical tips to help you and your team put patients at ease, build rapport, defuse difficult situations and prevent complaints escalating.

Aim

To help dentists and their teams put patients at ease, build rapport, defuse difficult situations and prevent complaints escalating.

Learning objectives

Create a positive first impression to put patients at ease
Recognise the neurology behind anxious patients (snowball effect, distortion, the amygdala)
Understand the positive drivers behind difficult behaviours
Aim for adult-to-adult communication and maintain rapport
Defuse difficult situations with acknowledgement and empathy.

Programme

09:00	Introduction First impressions and complaints Anxious or nervous patients Analyse what makes people challenging and the Iceberg Principle Recognise the positive driver behind the difficult behaviour
10:15	Break
10:30	Aim for adult-to-adult communication and avoid game-playing Techniques for maintaining rapport and defusing difficult situations
11:15	Break
12:00	Coaching exercise – solve a difficult real-life situation with confidence (small breakout rooms)
12:45	Recap and questions
13:00	End

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.

Course format

This interactive course will take place on Zoom using breakout rooms, group discussion and the chat function.

*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.

Fees

BDA member	£95
Non-member dentist	£125
Dental care professional	£95

How to book

Please book online, over the phone or email a completed booking form to events@bda.org

Online

(login/register - see top right of page)

Phone

020 7563 4590

Booking form

Print, complete then return a
booking form

Booking online:

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 call us 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 dates for online and face-to- face events contact us at events@bda.org so we can keep you informed of future plans.