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

Organizer: CAPP
Target Audience: Dentists
Website: www.cappmea.com/cadcam/hands_on
Contact: Tel: +971 4 3616174 | Mob: +971 50 2793711 | E-mail: events@cappmea.com

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.

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

Tutor: Dr. Anna Maria Yiannikos, Greece
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.