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ONLINE EVENT: Managing challenging patients

Event Type
Event Subject
Personal development
Development Outcomes (A, D)
Topic Groups (Personal Development)
Friday 14 July 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

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Managing challenging patients and defusing difficult situations

Friday 14 July 2023  |  ONLINE

09:00 - 13:00

Skillful 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 interactive workshop is packed with practical tips to help you and your team put patients at ease, build rapport, defuse difficult situations and prevent complaints escalating.


To help dentists and their teams put patients at ease, build rapport, defuse difficult situations and prevent complaints escalating.

Learning objectives

  • Create a positive first impression to put patients at ease
  • Recognise the neurology behind anxious patients (snowball effect, distortion, the amygdala)
  • Understand the positive drivers behind difficult behaviours
  • Aim for adult-to-adult communication and maintain rapport
  • Defuse difficult situations with acknowledgement and empathy.



First impressions and complaints

Anxious or nervous patients

Analyse what makes people challenging and the Iceberg Principle

Recognise the positive driver behind the difficult behaviour

Aim for adult-to-adult communication and avoid game-playing

Techniques for maintaining rapport and defusing difficult situations
Coaching exercise – solve a difficult real-life situation with confidence
(small breakout rooms)
Recap and questions


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.

Course format

This interactive course will take place on Zoom using breakout rooms, group discussion and the chat function. 

*Limited class size to enhance interaction*


Development Outcomes - A and D
3 1/2  hours 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
​Non-member dentist
​Dental care professional

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

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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 us 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.

Can't make this date? 

If you would be interested in alternative dates for online and face-to- face events contact us at events@bda.org so we can keep you informed of future plans.