Participants should be aware of the following financial/non-financial relationships:
Kimberly A. Harms, DDS: I do not have any relevant financial / non-financial relationships with any proprietary interests.
We work in a high-intensity, high-anxiety environment made worse by the uncertainties of the recent pandemic. All it takes is a spark of controversy caused by a clinical or clerical error or perceived error for an explosion of emotion to occur and for our patients to be affected. In this seminar, you will learn techniques to improve your listening, empathy, trust-building, and solution-seeking skills to prevent problems; the words necessary to manage them; and the essential critical follow-up.
Learning Objectives:
Understand the unique brain chemistry that controls our reaction to distress and conflict
Recognize the basic Pillars of Trust and learn how hard it is to earn trust.
Master specific techniques and verbiage to minimize damage after a clinical or clerical error
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