Don't Shoot the Messenger! How to Effectively Deliver Bad News to your Staff and Patients
About this Seminar
Dental professionals deliver "bad news" to their staff and patients regularly - from hard performance management conversations to dealing with unplanned changes in patient treatment to making a mistake to billing issues to appointment scheduling problems. If these conversations go badly, they can ruin a staff or patient relationship and impact the workplace culture. If handled carefully and effectively, your relationships will be enriched. This makes "bad news" message management critical - it takes skill to focus on key messages to avoid arguments, offer alternatives, clarify misunderstandings and deal with disputes.
The presentation helps dental professionals successfully have "bad news" conversations. Participants will learn how to turn bad news delivery into opportunity to provoke learning and enrich relationships.
Learning Objectives:
- Enabling dental professionals to understand how to successfully deliver bad news to both patients and staff.
- Providing tips and phrases that can be used to create better solutions to problems.
- How to reduce conflicts, show accountability, and address disagreements.
Presenters
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About Paul Pelletier, LL.B. PMP CAPS
Paul is a corporate lawyer, former business executive, project manager and professional speaker focused on workplace culture, leadership, diversity/inclusion, and conflict management.
He is the former Chair of Diversity and Inclusion at the Attorney General of BC and the author of two books, including The Workplace Bullying Handbook. His passion is helping dental professionals build practices that are respectful, innovative and inclusive where both patients and staff thrive.
Paul's clients include Dental Associations, dental conferences, and events, individual dental offices, professional associates (medical, engineering, project management, travel), tech, food and construction companies, universities, law firms, and Project Management Institute (PMI) chapters.