Owner/CEO Healthcare Enterprises and COLLABricon Grain Valley, Missouri, United States
Disclosure(s):
Lois J. Banta: No financial relationships to disclose
Managing difficult patient interactions can be one of the most challenging aspects of dental practice. This course explores common triggers and behaviors that can lead to difficult encounters at any point during a patient's appointment. You will learn practical communication strategies to help de-escalate situations before they intensify, with an emphasis on teamwork and proactive engagement. Together, we will focus on building a team-centered approach to create more positive outcomes and reduce stress in the dental practice.
Learning Objectives:
Identify patient behaviors and triggers that may lead to challenging interactions
Discover how to establish written protocols and systems to ensure success from ideal day scheduling to addressing concerns and complaints
Learn to de-escalate and the discover the power of words
Identify when and how to release a patient
Why team involvement is key
Identify the hidden traits of a difficult patient…fear, anxiety, anger, sadness, being misunderstood, ineffective communication
