Conflict Management in Dental Practice: Psychology, Triggers, and Patient Loyalty
Category: Marketing and Management
Instructor(s): Natalya Kuldasheva, Igor Spivak, Aleksandr Penkov, Anna Esikova
Course structure: Lessons: 6 lessons | Duration: 8 h 12 min
Course overview
Conflicts in dental practice are inevitable, but it is the doctor's reaction that determines whether a misunderstanding will escalate into a dispute or become an opportunity to strengthen the relationship with the patient.
This course combines psychology, communication and practical algorithms, allowing dentists to act confidently in stressful situations and maintain emotional balance.
During the course you will learn:
— What a conflict is and how it develops, including the stages, structure and dynamics of conflict situations at a dental appointment
— Types of conflict patients and methods of interacting with them
— Triggers and methods for preventing conflicts
— Behavior strategies in conflict according to the Thomas–Kilmann model
— Algorithms for resolving conflicts with an aggressive patient
— Ethical and legal aspects of dental practice
— Protocols for handling negative reviews and public conflicts.
Upon completing the training, you will master practical tools for confidently conducting complex dialogues, learn to prevent and effectively resolve conflicts while preserving trust, professional authority and emotional resilience.
What you will learn
- Analyze conflict emergence, stages, and dynamics specific to dental appointments.
- Identify common patient psychotypes and apply tailored communication strategies.
- Implement algorithms for de-escalating and managing aggressive patient behaviors safely.
- Respond to negative reviews and public conflicts to preserve trust and patient loyalty.
Course lessons
Lesson 1. Psychology of Conflict in Dentistry: Triggers and Prevention
— Basics of psychology of interaction in the dental appointment
— Causes of emergence of conflict situations
— Typical situations and patient behavior
— How to recognize potential sources of conflicts
— Ethical-legal culture of dentist physicians
— Factors protecting physicians from unfounded patient claims
— Working strategies for soft conflict resolution
— Psychological adaptation of patients as a factor in preventing disagreements.
Lesson 2. Working with Difficult Patients
— Definition of conflict:
- The concept of conflict in medical practice
- Main causes of the emergence of conflict situations.
— Four-position model of conflict analysis
— Behavioral strategies in conflict: the Thomas-Kilmann model
— Methods for preventing conflict situations and conducting constructive dialogue
— Patient psychotypes:
- Classification of patients by psychotypes
- Practical tips for effective communication.
Lesson 3. Conflicts in Dentistry: Understanding, Prevention, Management
— Concept and structure of conflict: analysis of examples
— Stages of conflict:
- Potential conflict
- Actual conflict
- Conflict resolution.
— Strategies for resolving conflict: competition, compromise, avoidance, accommodation, collaboration
— Test "How conflict-prone are you?": online testing and interpretation of results
— Triggers for the dentist: identification, communication trainer "How to work with a trigger?"
— Interaction with a "problematic" patient:
- Patients with dentophobia
- Patients with psychoemotional disorders.
— The "I-statement" principle as conflict prevention
— Algorithm: how to protect personal boundaries in order to remain resourced.
Lesson 4. Working with Aggressive Patients: Psychology and Practical Protocols
— Characteristics of a patient's aggressive behavior:
- The concept of aggression
- Aggression as a habit and manipulation
- Practical recommendations: what to do.
— Influence of the doctor's behavior on the development of conflict:
- Nonverbal behavior: "confrontation", "loss of control", "calmness"
- How the doctor's reaction affects the patient.
— Algorithms for interacting with an aggressive patient:
- "State" algorithm — attitude toward communication, maintaining confidence and calm
- "Action" algorithm — 4 steps to resolve conflict with the patient and their relatives; using mood of perception as a resource
- "Interaction" algorithm — actions in case of threat to the doctor's health and life.
— Psychology of the "direct gaze":
- Strengths and limitations of the "direct gaze"
- Eye contact in communication with an aggressive patient.
— Geometry of communication with an aggressive patient:
- Scenarios for protection against verbal and physical aggression
- Practical recommendations for safe interaction.
Lesson 5. Effective Communication and Conflict Resolution in Dentistry
— Conflict as a result of lack of preliminary communication
— Verbal and nonverbal contact with the patient
— Words that must not be spoken
— Communication preceding conflict
— Structure of working with conflict
— Sequence of forming the patient's emotional state by the physician in a conflict situation.
Lesson 6. Negative Reviews and Public Conflicts: From Online Reputation to Loyalty
— Analysis of the essence of a negative review and a public conflict
— Personal qualities of a specialist who works with open public conflicts
— The public image of an employee who deals with conflicts in a public environment
— Structure of transforming a conflict into loyalty.
