Dealing with Difficult Patients - A Day's Intensive Training for all Reception Staff (SPDCBU020207)

AvailabilityCourse has taken place
SubjectPractice Management
DescriptionThis day's course is aimed at all those staff who are involved with front of house reception, and this may include both admin staff and dental nurses, particularly those involved in the salaried dental services. The skills learnt are equally appropriate for all dental receptionists in general dental practice or the hospital services and out of hours/EDS services.
VenueStoke Mandeville Postgraduate Centre, Aylesbury - Buckinghamshire  View details
Date & timeFriday 2 February 2007, 09:00 to 17:00
LecturerMigration  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleHands-on
Core topicNo core topic
CPD hours6:00
Cost£30.00
Aims
  1. To provide language skills that will permit your receptionists to cope with some of the most difficult people they are likely to come across.
  2. Train attendees to remain calm. Teach delegates how to balance answering telephone calls plus dealing with face-to-face contacts. Also to be able to deal with the various appointment bookings, whether computerised or manual and not to react in a way that appears emotional.
  3. How to handle an aggressive and potentially violent patient.
  4. How to build more constructive relationships with patients, dental colleagues and line managers.
  5. Teach delegates how not to make excessive demands on themselves but still retain a professional, confident image at all times.