{"product_id":"conflict-management-in-dental-practice-psychology-triggers-and-patient-loyalty","title":"Conflict Management in Dental Practice: Psychology, Triggers, and Patient Loyalty","description":"\u003cdiv class=\"dentico-course-sheet\" lang=\"en\" dir=\"ltr\"\u003e\n\u003cp\u003e\u003cstrong\u003eCategory:\u003c\/strong\u003e Marketing and Management\u003cbr\u003e\u003cstrong\u003eInstructor(s):\u003c\/strong\u003e Natalya Kuldasheva, Igor Spivak, Aleksandr Penkov, Anna Esikova\u003cbr\u003e\u003cstrong\u003eCourse structure:\u003c\/strong\u003e Lessons: 6 lessons | Duration: 8 h 12 min\u003c\/p\u003e\n\u003ch3\u003eCourse overview\u003c\/h3\u003e\n\u003cdiv class=\"dentico-course-overview\"\u003eCourse overview:\n\u003cp\u003e\u003cspan\u003eConflicts 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. \u003c\/span\u003e\u003cbr\u003e\u003cbr\u003e\u003cspan\u003eThis course combines psychology, communication and practical algorithms, allowing dentists to act confidently in stressful situations and maintain emotional balance.\u003c\/span\u003e\u003cbr\u003e\u003cbr\u003e\u003cspan\u003eDuring the course you will learn:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— What a conflict is and how it develops, including the stages, structure and dynamics of conflict situations at a dental appointment\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Types of conflict patients and methods of interacting with them\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Triggers and methods for preventing conflicts\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Behavior strategies in conflict according to the Thomas–Kilmann model\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Algorithms for resolving conflicts with an aggressive patient\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Ethical and legal aspects of dental practice\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Protocols for handling negative reviews and public conflicts.\u003c\/span\u003e\u003cbr\u003e\u003cbr\u003e\u003cspan\u003eUpon 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.\u003c\/span\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003ch3\u003eWhat you will learn\u003c\/h3\u003e\n\u003cul class=\"dentico-learning-outcomes\"\u003e\n\u003cli\u003eAnalyze conflict emergence, stages, and dynamics specific to dental appointments.\u003c\/li\u003e\n\u003cli\u003eIdentify common patient psychotypes and apply tailored communication strategies.\u003c\/li\u003e\n\u003cli\u003eImplement algorithms for de-escalating and managing aggressive patient behaviors safely.\u003c\/li\u003e\n\u003cli\u003eRespond to negative reviews and public conflicts to preserve trust and patient loyalty.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eCourse lessons\u003c\/h3\u003e\n\u003cdiv class=\"dentico-lesson-list\"\u003e\n\u003cdiv class=\"dentico-lesson-card\"\u003e\n\u003ch4 class=\"dentico-lesson-heading\"\u003e\n\u003cspan class=\"dentico-lesson-number\"\u003eLesson 1.\u003c\/span\u003e \u003cspan class=\"dentico-lesson-name\"\u003ePsychology of Conflict in Dentistry: Triggers and Prevention\u003c\/span\u003e\n\u003c\/h4\u003e\n\u003cdiv class=\"dentico-lesson-program\"\u003e\u003cp\u003e\u003cspan\u003e— Basics of psychology of interaction in the dental appointment\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Causes of emergence of conflict situations\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Typical situations and patient behavior\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— How to recognize potential sources of conflicts\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Ethical-legal culture of dentist physicians\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Factors protecting physicians from unfounded patient claims\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Working strategies for soft conflict resolution\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Psychological adaptation of patients as a factor in preventing disagreements.\u003c\/span\u003e\u003c\/p\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"dentico-lesson-card\"\u003e\n\u003ch4 class=\"dentico-lesson-heading\"\u003e\n\u003cspan class=\"dentico-lesson-number\"\u003eLesson 2.\u003c\/span\u003e \u003cspan class=\"dentico-lesson-name\"\u003eWorking with Difficult Patients\u003c\/span\u003e\n\u003c\/h4\u003e\n\u003cdiv class=\"dentico-lesson-program\"\u003eLesson 2 description:\n\u003cp\u003e\u003cspan\u003e— Definition of conflict:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- The concept of conflict in medical practice\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Main causes of the emergence of conflict situations.\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— Four-position model of conflict analysis\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Behavioral strategies in conflict: the Thomas-Kilmann model\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Methods for preventing conflict situations and conducting constructive dialogue \u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Patient psychotypes:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- Classification of patients by psychotypes\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Practical tips for effective communication.\u003c\/span\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"dentico-lesson-card\"\u003e\n\u003ch4 class=\"dentico-lesson-heading\"\u003e\n\u003cspan class=\"dentico-lesson-number\"\u003eLesson 3.\u003c\/span\u003e \u003cspan class=\"dentico-lesson-name\"\u003eConflicts in Dentistry: Understanding, Prevention, Management\u003c\/span\u003e\n\u003c\/h4\u003e\n\u003cdiv class=\"dentico-lesson-program\"\u003eLesson 3 description:\n\u003cp\u003e\u003cspan\u003e— Concept and structure of conflict: analysis of examples\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Stages of conflict:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- Potential conflict\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Actual conflict\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Conflict resolution.\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— Strategies for resolving conflict: competition, compromise, avoidance, accommodation, collaboration\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Test \"How conflict-prone are you?\": online testing and interpretation of results\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Triggers for the dentist: identification, communication trainer \"How to work with a trigger?\"\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Interaction with a \"problematic\" patient:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- Patients with dentophobia\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Patients with psychoemotional disorders.\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— The \"I-statement\" principle as conflict prevention\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Algorithm: how to protect personal boundaries in order to remain resourced.\u003c\/span\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"dentico-lesson-card\"\u003e\n\u003ch4 class=\"dentico-lesson-heading\"\u003e\n\u003cspan class=\"dentico-lesson-number\"\u003eLesson 4.\u003c\/span\u003e \u003cspan class=\"dentico-lesson-name\"\u003eWorking with Aggressive Patients: Psychology and Practical Protocols\u003c\/span\u003e\n\u003c\/h4\u003e\n\u003cdiv class=\"dentico-lesson-program\"\u003eLesson 4 description:\n\u003cp\u003e\u003cspan\u003e— Characteristics of a patient's aggressive behavior:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- The concept of aggression\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Aggression as a habit and manipulation\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Practical recommendations: what to do.\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— Influence of the doctor's behavior on the development of conflict:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- Nonverbal behavior: \"confrontation\", \"loss of control\", \"calmness\"\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- How the doctor's reaction affects the patient.\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— Algorithms for interacting with an aggressive patient:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- \"State\" algorithm — attitude toward communication, maintaining confidence and calm\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- \"Action\" algorithm — 4 steps to resolve conflict with the patient and their relatives; using mood of perception as a resource\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- \"Interaction\" algorithm — actions in case of threat to the doctor's health and life.\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— Psychology of the \"direct gaze\":\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- Strengths and limitations of the \"direct gaze\"\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Eye contact in communication with an aggressive patient.\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e— Geometry of communication with an aggressive patient:\u003c\/span\u003e\u003cbr\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e- Scenarios for protection against verbal and physical aggression\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e- Practical recommendations for safe interaction.\u003c\/span\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"dentico-lesson-card\"\u003e\n\u003ch4 class=\"dentico-lesson-heading\"\u003e\n\u003cspan class=\"dentico-lesson-number\"\u003eLesson 5.\u003c\/span\u003e \u003cspan class=\"dentico-lesson-name\"\u003eEffective Communication and Conflict Resolution in Dentistry\u003c\/span\u003e\n\u003c\/h4\u003e\n\u003cdiv class=\"dentico-lesson-program\"\u003eLesson 5 description:\n\u003cp\u003e\u003cspan\u003e— Conflict as a result of lack of preliminary communication\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Verbal and nonverbal contact with the patient\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Words that must not be spoken\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Communication preceding conflict\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Structure of working with conflict\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Sequence of forming the patient's emotional state by the physician in a conflict situation.\u003c\/span\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"dentico-lesson-card\"\u003e\n\u003ch4 class=\"dentico-lesson-heading\"\u003e\n\u003cspan class=\"dentico-lesson-number\"\u003eLesson 6.\u003c\/span\u003e \u003cspan class=\"dentico-lesson-name\"\u003eNegative Reviews and Public Conflicts: From Online Reputation to Loyalty\u003c\/span\u003e\n\u003c\/h4\u003e\n\u003cdiv class=\"dentico-lesson-program\"\u003e\u003cp\u003e\u003cspan\u003e— Analysis of the essence of a negative review and a public conflict\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Personal qualities of a specialist who works with open public conflicts\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— The public image of an employee who deals with conflicts in a public environment\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e— Structure of transforming a conflict into loyalty.\u003c\/span\u003e\u003c\/p\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"دينتيكو لكورسات طب الاسنان","offers":[{"title":"Default Title","offer_id":57691954446716,"sku":"DENTICO-PF-01KBPX2VR84YP9YA2TD4H8DAK4","price":20.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0919\/1446\/9756\/files\/57c316ce.webp?v=1792183859","url":"https:\/\/dentalcourse.store\/products\/conflict-management-in-dental-practice-psychology-triggers-and-patient-loyalty","provider":"Dentico || لكورسات طب الاسنان","version":"1.0","type":"link"}