Dianne Glasscoe Watterson, RDH, MBA
Friday 9:00-11:00am
Location: Winston 1AB

Course Description:

Every superb dental professional
needs two things – clinical or technical expertise and good communication skills. Clinical/technical expertise is not enough to build and maintain thriving patient relationships. This seminar dissects some of the most challenging communication scenarios in the dental office, such as what to say when patients reject treatment
recommendations or when discussing third party benefits and financial matters. Other topics include one-on-one communication about patient care issues, barriers to communication, developing a superb chairside manner, reducing disappointments, verbal and non-verbal
communication, and using effective analogies to assist patient understanding in discussions about dentistry. Every attendee will gain useful information to improve his/her own communication skills.
Doctors and all staff members can benefit from this seminar.

Course Objectives:

Upon completion of this course, the attendee will be able to:

  • Recognize the
    importance good verbal skills in patient interaction.
  • Understand
    the cycle of communication.
  • Recognize
    barriers to communication with regard to patient care.
  • Implement new
    strategies for reducing disappointments.
  • Use effective
    analogies when discussing different aspects of dental treatment.
  • Recognize how
    to promote dentistry without using hard-selling tactics.
  • Respond
    effectively to treatment concerns.

Course Topics

  • Communication
    considerations and improving clinical outcomes
  • The cycle of communication
  • Barriers to communication
  • Strategies for
    disappointments
  • Using effective analogies is
    discussions about dentistry
  • Verbal skills for promoting
    supportive maintenance
  • Dealing with difficult
    patients – treatment concerns
  • Promoting dentistry
    gracefully without being pushy
  • Interacting with the angry
    patient
  • Five essentials of a superb
    chairside manner
  • The importance of listening
  • Becoming the consummate
    dental professional