Internet Explorer and Edge browser users:
To download Word, Excel or PowerPoint files please right-click on the file you wish to download, and select 'Save target as...'

Dealing with difficult patients (WEBINAR RECORDING)

Event Type
BDA ONLINE COURSE
Event Subject
Personal development
Topics
 
Date
Thursday 17 September 2020 - Monday 11 January 2021
Time
00:00 - 01:00
Venue
BDA e-learning
Address
www.bda.org/ilearn, ONLINE
Speakers
 
Booking Fees
  • Dental Care Professional: £30.00
  • Essential Member: £0.00
  • Expert Member: £0.00
  • Extra Member: £0.00
  • Senior member: £0.00
  • Non member: £50.00
  • Student member: £0.00

Book Event

To book a place on an event you must be logged into the website

Login

If you do not have a BDA website ID, please click here

Contact details

Contact

Tel

Email a friend

Email these event details to a friend

Email event

WEBINAR RECORDING

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.


Aim

Help dentists and their teams put patients at ease, build rapport, diffuse difficult situations and prevent complaints escalating.

Learning objectives

  • 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


Heather Dallas


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.


CPD

Development Outcomes - A and D

1 hour CPD
A 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).

Once 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 account.

If you are a BDA member but do not know your website log in, contact the Events team on 020 7563 4590 or events@bda.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 events@bda.org 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 events@bda.org