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What to expect

Join us for an interactive workshop 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.

The event will provide insights into high standards of customer care, practical tips and techniques on how to improve telephone and face-to-face skills, promoting a positive, efficient and professional service. It explore techniques for working more effectively in a busy reception role at a dental practice as good communication and organisational skills are fundamental in securing and retaining patients.

Learning objectives

  • To recognise the vital importance of generating a professional and approachable first impression
  • To understand how to put anxious patients at ease
  • To know how to answer calls warmly, promptly and professionally
  • How to juggle a busy workload including dealing with face-to-face patients and telephone calls at the same time
  • To know how to deal with difficult situations with the use of assertiveness techniques
  • To be able to build and maintain rapport with new and regular patients.


Meet the speaker

Heather Dallas NEW 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.

More information 

If you wish to book accommodation for the night prior to the event, please contact MICE Concierge, our appointed hotel booking agency. Email or call 01438 908 770.

Venue location