Continuing Dental Education

High Impact Communication: Words to Use and Words to Lose

Words to Use and Words to Lose

Lois Banta, Dental Consultant

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This course is offered in partnership with the Washington Academy of General Dentistry. See course web page for link to register online with Washington AGD.

This course is offered in partnership with the Washington Academy of General Dentistry.

Course Description

Is your method of communication causing patients to say ‘No!’ to dentistry? Are your cancellations and failed appointments on the rise? Are accounts receivable figures growing while case acceptance is decreasing?

Understanding ‘what to say’ and ‘how to say it’ is the first step toward practice success. Explore effective communication techniques for improving scheduling and reducing open time, increasing case acceptance, and fine-tuning financial arrangements.

Poor communication can result in complications with patients and even team members. It may be simple to identify where we have difficulty communicating in the practice, but converting difficult situations into positive ones – that’s another story. Learn protocols and systems for retraining the troublesome patient (including knowing when it’s time to release a patient from your care.)

Discover how to recognize and resolve difficult situations with patients, insurance companies and even your own team members.

Course Objectives

As a result of attending this course, participants will be able to:

  • Know the difference between job descriptions and job duties
  • Identify the elements of a good job description
  • Make personal performance and corrective interviews a positive experience
  • Learn the difference between structured and surprise bonus systems
  • Cross training for optimal performance, including CE opportunities
  • Perfect the ‘hand off’ – team to team – in the practice
  • Plan effective morning huddles and team meetings
  • Learn to maximize your CE opportunities
  • Gain ideas for ‘knock your socks off’ team retreats
  • Understand how positive reinforcement creates a ‘get to go to work’ attitude


Lois Banta is CEO, President and Founder of Banta Consulting, Inc. From terrified dental patient to popular international speaker and dental consultant, Lois has been involved in dentistry for more than 30 years. Her SCI approach – See, Commit, and Implement – has allowed her to take practices from mediocrity to excellence.

A no-nonsense approach and tenacity have earned this 5 ft. tall dynamo the apt reputation, “Ten Foot Tall & Bullet Proof.” As a staff trainer and team builder, Lois effectively teaches the dental team how to move in the same direction while performing their individual tasks. Her recipe for success is applied to practices of all sizes and her program is an essential for dentists who are committed to reaching their potential.

Course Logistics

Friday, May 31, 2019

Washington AGD Educational Center
19415 International Blvd, #410
SeaTac, WA 98188

This course is designed for the whole dental team.

Register online through Washington Academy of General Dentistry.

Registration and Continental Breakfast: 8:00am – 8:30am
Course: 8:30am – 4:30pm

TUITION – price includes lunch:
Until May 17th (after, $25 more)
$199/Team member with dentist
$299/Team member without dentist

7 hours

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The University of Washington is an ADA CERP Recognized Provider.
ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education. ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry.

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The University of Washington is a member of the Association for Continuing Dental Education.

University of Washington and Washington Academy of General Dentistry designate this activity for 7 continuing education credits.