Dealing with Difficult People (SW11-02-08-2)

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SubjectCommunication skills
DescriptionThis course will give you the tools to help you stay calm, professional and assertive when dealing with difficult or demanding patients. The course is recommended for all Dentists, DCPs and Practice Managers.
VenuePostgraduate Medical Education Centre, Royal Bournemouth Hospital, Bournemouth - Bournemouth & E Dorset  View details
Date & timeTuesday 8 February 2011, 13:30 to 17:15
LecturerMr Andrew Cain  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleLecture
Catering Tea and coffee only
Core topic Not a core topic
CPD hours3:00
Cost£10.00
Aims

To help dental professionals to stay calm, professional and assertive dealing with demanding patients.

Objectives
Delegates will learn how to:
·         Feel more confident dealing with angry demanding patients even when you can’t help them
·         Employ three different levels of active listening to diffuse and take control of a situation
·         Ask someone to change their behaviour clearly and non-confrontationally
·         Choose the most useful approach to adopt in a conflict situation