DentistryOnline courseManagement
Difficult patient conversations, handled well — 19 lessons across the whole practice
Every seat in the practice fields tough questions, and Mastering the Patient Experience: Communication, Difficult Conversations, Connection & Resilience in Dentistry prepares the team for them. Across seven modules and about four and a half hours, Kevin Kwiecien, Gary DeWood, Adam McWethy and Amy Morgan work through real front-office, assistant and hygiene scenarios, closing with resilience.
- 7modules
- 19lessons
- 4 h 37 minof video
What you’ll be able to do
- Welcome new patients in a way that builds loyalty
- Handle cost, scheduling and insurance objections calmly
- Answer tough chairside questions as assistant or hygienist
- Turn consistent follow-up into better treatment acceptance
- Use stress as a source of resilience rather than burnout
Inside the course
Front office to operatory
Modules follow the patient journey, giving the front desk, assistants and hygienists scripts and strategies for pricing pushback, treatment reluctance and questions about past care.
Quick scenarios
A short module tackles the awkward one-liners — review threats, price shopping and appointment stalling — with concise, professional responses.
Follow-up and resilience
The final modules connect consistent follow-up to practice success and reframe stress as a tool for growth across the team.
Built for
- Front-office teamsConfident answers to cost and scheduling questions.
- Assistants and hygienistsChairside conversations handled with empathy.
- Practice ownersA shared communication standard for the whole team.
Curriculum
Module 1: New Patients in Your Dental Practice (48 min) 1 lesson
- New Patients in Your Dental Practice
Module 2: Difficult Conversations for the Front Office (46 min) 3 lessons
- Why is This so Expensive
- Can I Talk to the Doctor
- I Know I’m Late. Can You Still See Me
Module 3: Difficult Conversations in the Operatory for the Dental Assistant (57 min) 6 lessons
- I Don’t Want X-Rays
- I Hate Impressions
- Would You Do It
- Can You Just Fix That Tooth
- How Long Do You Guarantee Your Work
- Why Didn’t My Last Dentist…
Module 4: Difficult Conversations in the Operatory for the Hygienist (34 min) 3 lessons
- Can I Just Have a Regular Cleaning This Time
- My Insurance Doesn’t Cover it
- Why Didn’t The Last Hygienist Tell Me I Have Gum Disease
Module 5: Some More Questions (2 min) 4 lessons
- Give Me (blank) or I Will Put a Bad Review on Yelp
- How Much Is an Implant (or Any Procedure)
- I Don’t Want To Schedule Now — I Will Call You
- Will My Insurance Cover This
Module 6: The Impact of Consistent Patient Follow-Up (55 min) 1 lesson
- The Impact of Consistent Patient Follow-Up
Module 7: Resilience & Thriving — The Secret Power of Stress (52 min) 1 lesson
- Resilience & Thriving — The Secret Power of Stress
Before you buy
Is this for the whole team or just dentists?
The whole team. Separate modules address the front office, dental assistants and hygienists, plus practice-wide follow-up and resilience.
Are the scenarios realistic?
Yes. Each lesson is built around a specific real-world patient question or objection and how to respond to it.
Do I get CME credit or a certificate?
No. Clinicapedia provides the educational content only — no CME or CE credits, MOC points or certificates of completion are included with this product.
Specifications
| Format | Online video course |
|---|---|
| Instructors | Kwiecien · DeWood · McWethy · Morgan |
| Contents | 7 modules · 19 lessons |
| Duration | 4 h 37 min |
| Access | Lifetime, self-paced |
| Department | Dentistry |
| Delivery | Instant download · lifetime re-download |
Related products
