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Reception and telephone skills for the whole dental team

Event Type
Event Subject
Personal development
Development Outcomes (A)
Topic Groups (Patient Communications, Practice Management)
Friday 29 January 2021
10:00 - 16:15
British Dental Association
64 Wimpole Street, LONDON, W1G 8YS, England
Heather Dallas
Booking Fees
  • Dental Care Professional: £150.00
  • Essential Member: £150.00
  • Expert Member: £150.00
  • Extra Member: £150.00
  • Senior member: £150.00
  • Non member: £150.00
  • Student member: £150.00

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Contact details

Contact Susie Mulcahy

Tel 020 7563 4590

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Reception and telephone skills for the whole dental team

Friday 29 January 2021 | LONDON

This course 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, exceptional communication and good organisational skills are fundamental in securing and retaining patients. This course will equip you with the necessary skills to project the right impression, listen effectively and attentively, and cope with situations under pressure. Ensure your practice stands out from the competition.

Learning objectives

  • Recognise the vital importance of generating a professional and approachable first impression
  • Agree best practice for your team
  • Understand how to put anxious patients at ease
  • Learn how to juggle 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.



09:30 Registration and refreshments
​10:00 The role of the receptionist
​11:15 Morning refreshments
​11:30 Telephone best practice
​13:00 ​Lunch
​13:45 Juggling multiple workload
​14:30 Afternoon refreshments
​14:45 Keeping rapport with difficult patients
​16:00 ​Close of event



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 fee: £150 per person.

Fee includes refreshments, a sandwich lunch and course documentation (where applicable). This event is exempt from VAT.

How to book

**We are currently unable to accept payment by cheque and bookings by post. Therefore please book online, over the phone or email a completed booking form to**
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020 7563 4590
Booking Form
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 booking form


To book online:

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

Please note: If you have a GDC number you can use the online system. You do not need to be a BDA member.

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.

If booking online, please email us any dietary requirements.


Full terms and conditions (including cancellation policy)​​


4 1/2 hours CPD

The training course meets the edicational criteria set by the GDC for verifiable CPD and is certified by the British Dental Association






If you wish to stay overnight during the event please contact MICE Concierge our appointed hotel booking agency by email or call 01438 908770.


Full terms and conditions (including cancellation policy)​​