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

Online event: Reception and telephone skills

Event Type
Event Subject
Personal development
Development Outcomes (A)
Topic Groups (Patient Communications, Practice Management, Personal Development)
Wednesday 29 March 2023
09:00 - 13:00
BDA e-learning
www.bda.org/ilearn, ONLINE
Heather Dallas
Booking Fees
  • Essential Member: £95.00
  • Expert Member: £95.00
  • Extra Member: £95.00
  • Senior member: £95.00
  • Non member: £125.00
  • Student member: £95.00

Book Event

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


Attend an event if you don't have a BDA website ID

Contact details

Contact BDA Events

Tel 020 7563 4590

Email a friend

Email these event details to a friend

Email event


Reception and telephone skills for the whole dental team

Wednesday 29 March 2023 | ONLINE  CANCELLED

This interactive workshop 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, good communication and organisational skills are fundamental in securing and retaining patients.

Attendees will receive practical tips and techniques on how to improve their telephone and face-to-face skills, promoting a positive, efficient and professional service.

Learning aim:

To explore techniques for working more effectively in a busy reception role at a dental practice.

Learning objectives:

  • Recognise the vital importance of generating a professional and approachable first impression
  • Understand how to put anxious patients at ease
  • Answer calls warmly, promptly and professionally
  • Juggle a busy workload including 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.

Learning content:

Interactive online workshop for all members of the dental team with opportunity for discussion in smaller groups. Attendees will receive lots of practical tips and techniques.


​Introductions and gathering objectives

​Gathering skills and attitudes 

First impressions (group discussion)
Anxious patients – (breakout rooms - work on putting patients at ease)
​Professional telephone etiquette (breakout rooms - quiz)
​Juggling a busy workload (pre-course questionnaire)
​Dealing with difficult patients (case studies in break out rooms)
​Close of event


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.

Hear what previous delegates had to say....

“Excellent event. Great interaction with other practices. Very informative.”   Sarah, Northern Ireland

“Plenty of tips and helpful strategies for me to put into practice. I feel much more confident in my reception duties.”   Rebecca, Essex

“I feel refreshed and empowered to be able to deal with my job effectively.”   Michelle, Cornwall

Course format

The course will take place on Zoom using the interactive features such as break out rooms and the chat function.  Delegate numbers are limited, enabling detailed group discussion. A couple of short breaks will be included to maximise participant's attention spans.


Development Outcomes: A
3 hours 30 minutes 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.


BDA Member
​Dental Care Professional 
(non-dentist member of the team)

How to book

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

Book Online

(login/register - see top right of page)

Book by phone

020 7563 4590
Booking Form
Booking form

Print, complete then return a
booking form

Booking online:

Login to the BDA website first. Then use the pink 'Register' button at the top right of this page.

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 and we will take your booking over the phone.


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.