6 tips on how to work with an upset patient or employee [VIDEO]

June 13, 2013
Compiled by Greta Lieske

Dental Products Report, Dental Products Report-2013-06-01, Issue 6

What words should you never use with an irate patient or employee? Find out here …

What words should you never use with an irate patient or employee? Find out here …

At anytime during the work day, you could be dealing with an upset person on the phone -a patient, co-worker, employee. Ginny Hegarty, president of Dental Practice Development Inc., gives you tips on how to handle these difficult situations.

As Hegarty says, it’s easy to be at your best when everything is going well. But, how do you handle the unexpected?

Check out these tips to avoid getting flustered and how to stay in the right mindset:

 

 

How to work with an upset caller:

1. Stay calm, it’s not personal.

2. Remain calm and connect with the caller.

3. Empathize with the caller.

4. Reassure the caller and take responsibility.

5. Find a win-win situation.

6. Follow up with what you’ve promised.

Quick Tip: Always be authentic, respectful and empathetic.

Ginny is the President of The Academy of Dental Management Consultants and a visiting faculty member at The Las Vegas Institute for Advanced Dental Studies (LVI). She authors the HR411 column in the Progressive Dentist Magazine and writes for First Impressions Magazine. She has podcasts on HR Best Practices available on the Academy of General Dentistry website.  Ginny also lectures at the Kornberg School of Dentistry at Temple University in Philadelphia as part of the Practice Management Program.

Reach Ginny at Ginny@GinnyHegarty.com  or 610-873-8404.

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