Confident conversations at the front desk! Essential skills for every patient interaction

This webinar will equip dental practice managers and practice owners with the knowledge and tools to confidently train and support their front of house (FOH) teams in managing patient conversations professionally, calmly, and consistently.

This includes both positive interactions and challenging situations. By the end of this webinar, delegates will be able to understand the critical role of front of house communication, identify the key FOH communication skills every dental team should have, and support FOH teams in managing difficult or emotionally charged conversations.

The webinar will improve consistency in patient communication across the practice, build confidence within FOH teams, and reduce stress and escalation at the front desk.

Attendees will take away practical tools to implement immediately.

Learning outcomes

• Recognise how FOH conversations directly impact patient satisfaction, complaint prevention, team morale, and the overall reputation of the practice
• Identify the key FOH skills including active listening, clear messaging, empathy, boundary-setting, and confidence in responding to patient concerns
• Gain practical strategies to help teams handle complaints, frustration, misunderstandings, and challenging behaviour calmly and professionally
• Learned how to reduce mixed messages by aligning FOH conversations with clinical, financial, and operational processes
• Understand how training, language frameworks, and clear expectations empower team members to communicate confidently without fear of 'saying the wrong thing'
• Explore approaches that help prevent minor issues from escalating into formal complaints or negative patient experiences.