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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. www.commhealth.com.au/blog If you enjoyed this episode and heard something that may be relevant for a colleague, please spread the word as personal recommendations carry great weight - just press share in your streaming app.
I would also be grateful if you could take a second to rate the podcast as this builds the profile and makes it easier to find for others that may benefit. |
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