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Reception and telephone skills for the whole dental team

Event Type
Event Subject
Practice management
Development Outcomes (A)
Topic Groups (Education & Development, Patient Communications)
Friday 31 January 2020
10:00 - 16:00
British Dental Association
64 Wimpole Street, LONDON, W1G 8YS, England
Heather Dallas
Booking Fees
  • Dental Care Professional: £150.00
  • Essential Member: £150.00
  • Expert Member: £150.00
  • Extra Member: £150.00
  • Senior member: £150.00
  • Non member: £150.00
  • Student member: £150.00

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Contact details

Contact Akosua Nunoo

Tel 020 7563 4590

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Reception and telephone skills for the whole dental team

Friday 31 January 2020 | LONDON

Alternative date: Friday 26 June 2020 | LONDON


This course is for all members of the dental team who are in a first contact position at the practice and involved in both face-to-face liaison and the receiving/making of telephone calls.

High standards of customer care, exceptional communication and good organisational skills are fundamental in securing and retaining patients. This course will equip you with the

necessary skills to project the right impression, listen effectively and attentively, and cope with situations under pressure. Ensure your practice stands out from the competition.

Learning objectives

  • Recognise the vital importance of generating a professional and approachable first impression
  • Agree best practice for your team
  • Understand how to put anxious patients at ease
  • Learn how to juggle dealing with face-to-face patients and telephone calls at the same time
  • Know how to deal with difficult situations with the use of assertiveness techniques
  • Be able to build and maintain rapport with new and regular patients.



Registration and refreshments


​The role of the receptionist


​Morning refreshments


Telephone best practice




Juggling multiple workload


Afternoon refreshments


Keeping rapport with difficult patients


​Close of event

Programme subject to change


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.


4 1/2 hours CPD

The training course meets the edicational criteria set by the GDC for verifiable CPD and is certified by the British Dental Association


Course fee ​£150


The fee includes refreshments, lunch and all course documentation.

How to book​

Book Online


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By phone

020 7563 4590

Booking Form

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 booking form

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Full terms and conditions (including cancellation policy)​​


If you wish to stay overnight during the event please contact MICE Concierge our appointed hotel booking agency by email or call 01438 908770.