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)
Friday 10 December 2021
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 Emma Charles

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

Friday 10 December 2021 | ONLINE 

09:00 - 13:00

Development Outcomes: A

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, good communication and organisational skills are fundamental in securing and retaining patients. Attendees to this virtual interactive course will be given great 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.


09:00Introductions and gathering objectives
09:15​Gathering skills and attitudes
​09:25​First impressions (group discussion)
​09:40​Anxious patients – (breakout rooms - work on putting patients at ease)
10:30​Professional telephone etiquette (breakout rooms - quiz)
​11:00​Juggle a busy workload (pre-course questionnaire)
​11:45​​Deal with difficult patients (case studies in breakout rooms)
​13:00​Close of event


Heather DallasHeather 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: A3 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
​Dental care professional
​Non-member dentist

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 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 do give us a 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.

Can't make this date?

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