Dealing with Difficult Patients and Situations in the Dental Practice.

This workshop covers developing communication skills -
 to enable staff to deal with patients on the telephone
 and face to face in difficult and /or aggressive situations.

Who should attend:

Dentists and staff.

What they will learn:

• How to handle the initial encounter.
• Achieving a positive outcome from the situation.
• Minimising the impact on other patients and staff.
• Preventing the situation occurring in the first place.
• Building relationships with patients and managing their expectations.

Course content:

• Differences between face to face and telephone communications.
• Managing anger and aggression.
• Understanding different levels of conflict.
• Assertiveness.
• Dealing with drink/drugs or mental health issues.
• Responding to behaviour.
• Listening skills.
• Gaining confidence.

Contact us to book the course or for further information.