Patient Relations: De-escalation Techniques for Dental Professionals

About This Course

This dental practice conflict resolution course covers conflict types, psychology, and resolution strategies for patients and professionals. Improve your skills today.

Why Take This Course?

The course addresses common conflicts that dental professionals may face, such as those related to patient expectations and needs, legal and ethical conflicts, and conflicts with difficult patients. It also covers communicative strategies and conflict resolution techniques, including principled negotiation, mediation, and arbitration. By instilling a culture of peaceful conflict resolution in dental practices, professionals can create a conflict-free environment, which is essential for providing quality dental care.

The course on conflict resolution in dental practices covers various aspects of conflict management, including understanding conflict causes and types, effective communication, conflict resolution techniques, managing patient-related conflicts, and creating a culture of peaceful conflict resolution. It can be beneficial for dental professionals to gain these skills to manage conflicts in their workplace and provide better patient care.

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How This Course Supports GDC Enhanced Dental CPD

“Dental professionals have a duty to keep their knowledge and skills up to date. A primary qualification is only the first step in their education and development which should last throughout their professional life” General Dental Council

Learning Objectives	Anticipated Outcomes
1: By the end of this course, learners will be able to recognise and understand the various causes and types of conflict in a dental practice, and understand the psychological patterns that underlie them.	1: Upon completion of the course, learners are expected to demonstrate an improved ability to identify, understand, and address the root causes of conflicts in dental settings.
2: Upon completion, learners will have the capacity to use effective communication, active listening, and empathy to diffuse interpersonal conflicts.	2: As a result of this course, learners will likely foster a more empathetic and effective communication style, enhancing patient satisfaction and team dynamics in dental practices.
3: Participants will demonstrate their ability to apply different conflict resolution techniques like negotiation, mediation, and arbitration, and appropriately choose which technique to use depending on the situation.	3: The course should lead to a refined application of conflict resolution techniques, including negotiation, mediation, and arbitration, enabling dental professionals to resolve disputes constructively.
4: By the final session, learners will have mastered the skill to handle patient-related conflicts successfully, taking into consideration the expectations, diversity, and legal aspects.	4: In the wider context, the course aims to contribute to a more harmonious and productive working environment in dental practices, leading to improved delivery of dental care and patient outcomes.
5: At the course’s conclusion, attendees will have developed the competency to instil a peaceful, conflict resolution culture within their dental practice by way of implementing applicable policies and understanding the importance of continuous professional development in this aspect.	5: Following the course, the expectation is that attendees will play a paramount role in fostering a peaceful conflict resolution culture in their respective dental practices by implementing appropriate conflict resolution policies and procedures.

Regulatory Standards

GDC	CQC
✅ A – Effective Communication ✅ B – Effective Management ✅ C – Maintenance in Field of Practice ✅ D – Maintenance in Patient Confidence	✅ Caring ✅ Effective ✅ Leadership ✅ Responsive ✅ Safe

🕐 90 minutes of Enhanced Dental CPD

Course Description

The course covers understanding conflict in dental practices, including the causes and types of conflict, psychology of conflict, impact of unresolved conflict, conflict styles and approaches, and analysing real-life conflict scenarios. It also covers communicative strategies for conflict resolution, including effective communication, listening skills, non-verbal communication, managing defensive communication, and role-play activities. Additionally, the course teaches conflict resolution techniques for dental professionals such as principled negotiation, mediation and arbitration, win-win and win-lose situations, dealing with difficult conversations, and identifying and applying conflict resolution techniques in mock scenarios. Dealing with patient-related conflicts is also covered, including understanding patient expectations and needs, managing conflicts with difficult patients, legal and ethical conflicts, conflict resolution in multicultural and diverse patient populations, and real-world patient conflict scenarios and management. Finally, the course teaches how to instill a culture of peaceful conflict resolution in dental practices through conflict resolution as an integral part of dental professionalism, developing a conflict resolution policy, sustaining a conflict-free environment, continuous professional development, and course review and summary.

Course Outline

Section 1

This course covers the causes and types of conflict in dental practices, the psychology of conflict, and the impact of unresolved conflict on dental practice. It also provides an overview of conflict styles and approaches, and analyzes real-life conflict scenarios in dental practices. Additionally, the course focuses on communicative strategies, conflict resolution techniques, and dealing with patient-related conflicts. Finally, it emphasizes the importance of instilling a culture of peaceful conflict resolution, developing a conflict resolution policy, and sustaining a conflict-free environment.

Section 2

Section 2 of the course covers communicative strategies for conflict resolution. This includes effective communication skills, listening and empathy, non-verbal communication, and managing defensive communication. It also includes conflict resolution techniques such as principled negotiation, mediation, arbitration, and dealing with patient-related conflicts, legal and ethical conflicts, and multicultural and diverse patient populations. Finally, the section focuses on instilling a culture of peaceful conflict resolution, including developing a conflict resolution policy and continuous professional development in conflict resolution.

Section 3

Section 3 of the course covers understanding conflict in dental practices, communicative strategies for conflict resolution, conflict resolution techniques for dental professionals, dealing with patient-related conflicts, and instilling a culture of peaceful conflict resolution. Students will learn about causes and types of conflict, the psychology of conflict, conflict styles and approaches, and the impact of unresolved conflict. They will also develop skills in effective communication, listening, empathy, non-verbal communication, and managing defensive communication. Conflict resolution techniques such as principled negotiation, mediation, and arbitration will be covered, as well as dealing with difficult conversations and legal and ethical conflicts. Students will also learn about instilling a culture of peaceful conflict resolution through developing conflict resolution policies and continuous professional development.

Section 4

Section 4 of this course covers conflict resolution strategies specifically related to patient-related conflicts in dental practices. Topics include understanding patient expectations and needs, managing conflicts with difficult patients, dealing with legal and ethical conflicts, and conflict resolution in multicultural and diverse patient populations. Case studies are used to illustrate real-world patient conflict scenarios and their management. Additionally, the section emphasizes the importance of integrating conflict resolution as an integral part of dental professionalism and developing a conflict resolution policy in dental practices.

Section 5

Section 5 of this course covers instilling a culture of peaceful conflict resolution in dental practices. It discusses conflict resolution as an integral part of dental professionalism, developing a conflict resolution policy, sustaining a conflict-free environment, continuous professional development, and a course review and summary embracing conflict resolution in dental practices.

Course Reviews

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This course provided valuable insights on conflict resolution in dental practices. One dental professional praised the course for its practical approach in dealing with real-life conflict scenarios, while another commended the course for covering effective communication and listening skills. A third dental professional found the course to be comprehensive and informative in managing conflicts with difficult patients, including legal and ethical conflicts and conflicts in diverse patient populations.

✅ Met Course Objectives

✅ Met Course Outcomes

✅ Would Recommend

✅ Had Positive Impact

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✅ Met Course Objectives

✅ Met Course Outcomes

✅ Would Recommend

✅ Had Positive Impact

⭐⭐⭐⭐⭐

✅ Met Course Objectives

✅ Met Course Outcomes

✅ Would Recommend

✅ Had Positive Impact

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