Dealing with difficult patients
To book a place on an event you must be logged into the website
If you do not have a BDA website ID, please click here
Email a friend
Email these event details to a friend
Dealing with difficult patients
Thursday 17 September 2020
19:30 – 20:30
Skilful 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 hour-long webinar provides some practical tips to help you and your team put patients at ease, build rapport, defuse difficult situations and prevent complaints escalating.
Create a positive and first impression to put patients at their ease
Recognise the neurology behind anxious patients (snowball effect, distortion, the amygdala)
Aim for adult-to-adult communication and maintain rapport
Understand the positive drivers behind difficult behaviours
Defuse difficult situations with acknowledgement and empathy
About the speaker
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.
1 hour CPD
A CPD certificate (in the name of the participant) will be made available once viewing of this online lecture has been finished, the delegate feedback survey completed and attendance validated.
How to book
Please note that only BDA members can currently book online. If you wish to book as a Non-member or Dental Care Professional please call the Events Team on 020 7563 4590 (open Monday to Friday 09:00-17:00)
If you are a BDA member you have complimentary access to this webinar. You must, however, register in advance to gain access. Ensure you are
logged into the website and then book the webinar using the pink 'Register' button above (top right).
Once you have secured your place, you will receive an email with further instructions. Note the confirmation emails are typically dispatched at 09:00 each day.
Please be sure to follow the steps contained in your email to ensure your unique access link for the live webinar reaches you.
If you are a BDA member but do not know your website login you can
reset it here. Alternatively contact the Events team
email@example.com or 0207 563 4590
GoToWebinar user guide
For some hints and tips for using
Can't watch the live session?
This webinar will be recorded and added to our
on-demand webinar catalogue a week later.
Should you have any questions or require assistance please contact the Events team by email
firstname.lastname@example.org or by calling 0207 563 4590.