Dealing with difficult patients (WEBINAR RECORDING)
To book a place on an event you must be logged into the website
If you do not have a BDA website ID, please click here
Email a friend
Email these event details to a friend
Dealing with difficult patients
*A recording of a webinar that took place on Thursday 17 September 2020. Available on-demand until Monday 11 January 2021*
Skilful 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 hour-long webinar provides some practical tips to help you and your team put patients at ease, build rapport, defuse difficult situations and prevent complaints escalating.
Help dentists and their teams put patients at ease, build rapport, diffuse difficult situations and prevent complaints escalating.
Create a positive and first impression to put patients at their ease
Recognise the neurology behind anxious patients (snowball effect, distortion, the amygdala)
Aim for adult-to-adult communication and maintain rapport
Understand the positive drivers behind difficult behaviours
Defuse difficult situations with acknowledgement and empathy
About the speaker
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.
1 hour CPD
CPD certificate (in the name of the purchaser) will be available to
download once viewing of this online lecture has been completed.
How to watch
If you are a BDA member you have complimentary access to this webinar recording. In order to view please ensure you are logged into the website and then you will be able to register for the session using the pink 'Register' button above (top right).
you have completed the registration process for the webcast you will
receive an automated email containing the link through to view it on
the iLearn platform.
Please note it can take a little while for
details of new orders to pass between servers. If after receiving your
confirmation email you have successfully logged in, but the lecture is
not appearing on your iLearn profile, please do give it a few more
minutes and refresh your browser if you still have it open. The new
session will appear in the top left when it has made it over to your
If you are a BDA member but do not know your website log in, contact the Events team on 020 7563 4590 or firstname.lastname@example.org. Alternatively retrieve a password reminder.
If you are a non-member dentist or dental care professional and do not already have a BDA website login, please fill in this form and we'll set you up with a username and temporary password. Alternatively you can download the booking form and return it via email to email@example.com or call the Events team on 020 7563 4590 and your order will be processed offline.
Should you experience any difficulties please contact the Events team on 020 7563 4590 or email firstname.lastname@example.org