Dealing with difficult patients (WEBINAR RECORDING)
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Dealing with difficult patients
*A recording of a webinar that took place on Thursday 17 September 2020. Available on-demand until Monday 2 November 2020*
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.
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