Conversation with Dr. Annalene Weston who works for DPL as a dentolegal adviser and in dental practice. We discuss the role of effective communication in dentistry and specifically in handling and avoiding complaints. We also talk about mental health, social media and much more.
2.10 - Bio.
15.35 - Building rapport and trust.
21.15 - Dealing with patient rejection/ crticism.
24.00 - Active listening and apology/ explanations.
28.25 - Receiving a complaint.
31.00 - Role of ineffective communication in complaints.
33.00 - Effect of complaints on practitioners and defensive dentistry.
40.40 - How to avoid adverse outcomes and complaints.
46.00 - Burnout and practitioner mental health.
55.00 - The Mental Block Facebook group.
58.00 - Social media.
1.04.00 - Environment for new grads.
1.09.40 - Resources.
Malcolm Gladwell - Outliers / Blink.
Matthew Syed - Black Box Thinking.
Robert Sapolsky - Behave.
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