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Conference: May 05-06, 2017
Hands-On Courses: May 01-08, 2017
56 CE Credits attainable during 8 days

Conference Accreditation: 14 CE Credits | HAAD 17 CME | DHA 14 CME               8 DAYS! Dubai Dental Conference/Exhibition & Continuing Dental Education (01 May - 08 May 2017)

Communication Scenarios
How to create and implement effectively to your dental clinic

06 May 2017, 09:00 - 12:00
InterContinental Hotel Festival City, Dubai, UAE
Target Audience: Dentists
4 CE Credits | HAAD 3.25 CME
Dr. Anna Maria Yiannikos, Cyprus
Dr. Anna Maria Yiannikos, Cyprus
Dr. Anna Maria Yiannikos has the unique privilege of being among the few dentists with an MBA diploma and practicing dentistry for 26 years in Cyprus. She is a pioneer in the fields of dental laser (among the 2 first woman worldwide with such an academic title) and aesthetic dentistry. Her Clinical Research about Dental Lasers received a Golden Award in ISLD Congress in Berlin 2006. Furthermore Dr. Yiannikos has 2 Master Degrees, one in Lasers (MSc. 2006) and one in Business Administration (MBA, 2009) and is an Adjunct Faculty Member of the AALZ at RWTH Aachen University Campus. She is a lecturer for the Master Course “Laser in Dentistry” for the Marketing Module in RWTH AACHEN University Germany and the main lecturer of the innovative dental continues education program Dental Business Administration (DBA). She has been a keynote speaker in many International Congress as well as the representative of Cyprus at the World Federation for Laser Dentistry.
Abstract
The creation of communication scenarios is infinite as they can be created once and used forever with the same bases and simple add-ins. The necessity of communication is highlighted throughout the everyday life of a dentist. Continues communication with patients, staff, difficulties that have to be solved via communication, telephone and face to face communication, case presentation to patients, clinic management, public relations are only a few examples of where the knowledge of appropriate communication is not only essential but can change completely the result of the situations. If dentists gain the knowledge to create the appropriate communication scenarios for their dental clinic based on solid knowledge gained from every day dental life can easily upgrade the quality of services given by the dental clinic, the perception of the clinic to patients as well as the happiness levels within the clinic staff. Through this workshop participants will gain all the needed knowledge via exercises, real life scenarios role playing and dental examples that will allow them to implement this knowledge to their clinic immediately, teach it to their staff and benefit from its great potential.

Course Objectives
Candidates that will complete this workshop will know how to:
1. Use communications scenarios towards their clinics and personal benefit
2. Be able to create custom made communication scenarios for their dental clinics pending upon their individual needs
3. Deal with patients complaints effectively
4. Appropriate Telephone Communication for dental clinic staff
5. Deal With conflicts within dental clinic staff
6. How to present price & How to price treatments
7. How to create their own communication scenarios that reflect the mission & character of their clinic
8. How to use communication scenarios as differentiation tools
9. How to use Communication Scenarios to gain their patients trust and turn satisfied patients into loyal patients
10. The 3 basic individual scenarios of dental staff-patient communication within their clinic
11. Communications Scenarios for an effective hiring and management process
12. How to efficiently address patients’ complaint and turn them into opportunities
Agenda 06 May 2017 / 09:00 - 12:00 / InterContinental Hotel Festival City, Dubai, UAE
09:00 – 10:00 Introduction (Communication Principles, Branding Mission & Vision, Standards of Service Quality)
How to create your own communication scenarios that reflect the mission & character of your clinic – Exercise
How to use communication scenarios as differentiation tools - The importance of differentiation (presentation of protocols & dental examples)
Frequently Asked Questions why it is important for all our staff to give to patients the same answers for the same questions and the reflection of this to our clinics quality and status(presentation of protocols & dental examples)
Connectivity – why we must always react as a team and not as individuals and how this will reflect to our patients perspective (presentation of protocols & dental examples)
How to use Communication Scenarios to gain your patients trust and turn satisfied patients into loyal patients (presentation of protocols & dental examples)
10:00 – 11:00 Hands On / Workshop
The 3 basic individual scenarios of dental staff patient communication within our clinic(welcoming, telephone communication, post treatment communication) (presentation of protocols & dental examples)
Communications Scenarios for an effective hiring and management process (presentation of protocols & dental examples)
How to deal with conflict within your clinics staff by using the appropriate communication protocols (presentation of protocols & dental examples)
Patients Complaints – How to turn them into opportunities & the recovery paradox (presentation of protocols & dental examples)
Angry Patients – How to separate them into groups in order to direct their problems efficiently and satisfy their needs (presentation of protocols & dental examples)
11:00 – 12:00 Real Life Communication Scenarios Role Playing
Pricing and Price Presentation (presentation of protocols & dental examples)
Q&A
Discussion