Free webinar: How to manage delicate patient situations with diplomacy, tact

By | February 25, 2019

A March 12 webinar will offer dentists and team members real-life solutions for managing delicate patient situations, such as cancellations and no shows, provide tips for managing phone calls from prospective patients and guide you through the right way to dismiss patients from the practice.

The free webinar, called GPS Managing Patients Webinar: You Want Me to Say WHAT to a Patient?! How to Resolve Delicate Patient Situations with Tact and Diplomacy, will be from noon-1 p.m. Central time. The program is sponsored by the ADA Council on Dental Practice.

“Every practice can benefit from a refresher course on handling the types of conversations that no one wants to have,” said Dr. Nima Aflatooni, chair of the council’s Practice Management Subcommittee. “Shifting the focus of these discussions so they’re patient-centric can be a real game-changer.”

It is the seventh in a series of webinars based on content from the ADA’s Guidelines for Practice Success (GPS) modules and recaps some of the information available in the GPS module on Managing Patients, which features more than 40 articles and original resources and can be accessed at That webpage also includes links to GPS modules on Managing Finances, Managing Marketing, Managing the Dental Team, Managing the Regulatory Environment and Managing Professional Risks. Webinars on other GPS topics are available for on-demand streaming at

After the course, the participant should be able to:

  • Create and foster a practice culture that’s authentic and patient-driven.
  • Manage delicate conversations with patients with sensitivity and professionalism.
  • Develop business and communications protocols that enhance production.

Register here. Attendees may be eligible for one hour of continuing education credit through the ADA Continuing Education Recognition Program.

The program will be presented by Denise Ciardello, past president of the Academy of Dental Management Consultants, and an entrepreneur, professional speaker, published author and cofounder of Global Team Solutions (GTS), a practice management-consulting firm; and Dr. Pamela Porembski, director of the ADA Council on Dental Practice in the Practice Institute.

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