FIERCE CONVERSATIONS:  HOW TO STRATEGICALLY MANAGE DENTAL PRACTICE CONFLICTS

FRIDAY, FEBRUARY 26, 2021

9:30AM - 1:00PM

CATEGORY 3 - 3 CE POINTS

Course Outline:

Conflict happens. It is inevitable. It is going to happen whenever you have people with different expectations or views. If ignored or handled badly, conflict can devastate a dental practice, patient relationships, or a team like a wildfire. If handled early and effectively, relationships and dental office culture will be enriched. This makes conflict management critical – it takes skill to effectively avoid arguments, clarify misunderstandings, deal with disputes, and repair relationships. Simply put - conflicts require fierce conversations.

Conflict can be avoided if steps are taken early in a discussion to diffuse anger and facilitate communication.  Furthermore, by applying a series of thoughtful steps and tools, most dental practice conflicts can be resolved effectively.  Critical to success is learning how to engage early, using skills to resolve the conflict and avoid escalation. The focus of this lecture is on providing dental professionals with tools for approaching and resolving disputes in the early stages, before they become full-blown conflicts. Participants will learn how to assess the situation early, maturely and how to change the context of the conversation.

Learning Objectives:
This workshop helps leaders use fierce conversations to take the initiative to confront the problem. Critical to conflict management, participants will develop strategies for changing the context of conflicts from negative to positive, from disrespectful to appropriate. Participants will learn how to turn a disagreement into an opportunity to provoke learning and enrich relationships. Lastly, the workshop will cover how to create lasting solutions to conflict and tips for sticking to them.

WORKPLACE CULTURE: MOVING YOUR DENTAL PRACTICE FROM STRESSED TO BLESSED

FRIDAY, MARCH 5, 2021

9:30AM - 1:00PM

CATEGORY 3 - 3 CE POINTS

Course Outline:

Today's’organizations, including dental practices, often lack “cultural intelligence” and awareness, despite well-intentioned cultural awareness initiatives. Dental office owners and managers set the pace for creating, defining and refining the workplace culture and establishing values that reflect the diversity of their patients and staff. Diversity extends beyond race or ethnicity, religion, culture or newcomer status to include factors such as geography, language, politics, gender, beliefs, economic status, abilities, skills and interests. A diverse workplace reflects our communities. Diversity intelligence, just like emotional intelligence, can be leveraged to enhance dental office culture, improve employee engagement, support patients and foster innovation. The concept of a dental practice culture encompasses many different characteristics of the business. Culture has visible components in the way that a dental office looks and how employees dress, but it really thrives in the attitudes of employees, in the setting of goals and in the communication of business values to patients, suppliers and staff.

The focus of this lecture is on providing dental professionals with strategic diversity insight necessary to create a practice culture based on understanding and engaging your patients and those you lead. That environment is one that values relationships, personal growth, positive reinforcement, and brainstorming  - a place where everyone’s ideas matter. This lecture helps dental professionals use diversity intelligence to improve their dental practice culture and success. People from different backgrounds, cultures, countries, sexes, ages have different approaches to communication, motivation and idea creation – by expanding your awareness of diversity, you can create as much opportunity for patients and staff to feel comfortable, cared for, empowered and respectful.

Learning Objectives:
This lecture will enable participants to understand what diversity really means and how diversity intelligence can be used create a dental office culture where people and performance thrive. More specifically, it will enable participants to enhance their diversity awareness and implement effective diversity programs in their dental practice for:

• Improving the patient experience and attracting new patients
• Providing better patient care
• Increasing employee satisfaction and retention
• Fostering problem-solving skills
• Promoting organizational values more fully
   

Biography:
Paul Pelletier LL.B. CAPS PMP is a ground breaking expert specializing in workplace respect, bullying, and conflict management. He is an internationally respected professional speaker and author of The Workplace Bullying Handbook. Paul uses his skills and experiences as a corporate lawyer and business leader in his work as a trainer in workplace respect management, conflict management and leadership. He is a regular presenter at global conferences and events. In his provocative, insightful and entertaining keynotes and workshops, he shares powerful stories that leave audiences inspired and determined to take action to stop bad behaviour at work.