Neutralize Your Nightmares: Promote Office Harmony through Structured Conflict
Time:
3:30 – 5:00 PM
Course Description:
Management Office turmoil got you down? Without a formal resolution method, conflict can cause team members and patients to choose their own solutions by changing jobs or dentists. At the same time, the dentist/patient relationship is being threatened by outside sources. Negative media and self-proclaimed internet gurus are increasing while government and insurance interference is also on the rise. Improve communication skills and learn how to effectively manage disagreements with patients and team members. Develop a process for improving the management of clinical and administrative errors.
Learn how to accept appropriate responsibility, address concerns with empathy and provide resolution acceptable to both parties. Explore the principles of civil mediation which are designed to help those in conflict resolve their differences through the use of a neutral party.
LEARNING OBJECTIVES:
Build confidence in managing conflict using basic mediation techniques
Understand and implement time-tested methods of conflict resolution and trust building that work for all generations
Analyze personality types, their unique perspectives and reactions to stressful situations
Recognize the basic Pillars of Trust and learn how hard it is to earn trust and how easily trust can be destroyed
Master specific techniques and verbiage to minimize damage after a clinical or clerical error Enhance listening skills to improve understanding and relationships
CE:
Speaker Information
Kimberly Harms, DDS
With 30-years in clinical dentistry and 21 years as a National Spokesperson for the American Dental Association, Kimberly Harms D.D.S. has seen the importance of positive communication, management of conflict and relationship building firsthand. Her goal is to help untangle problems and support those with grief issues by sharing that accumulated knowledge with seminar attendees. Dr. Harms practiced dentistry as an enlisted officer in the U.S. Public Health Service, as a dental associate, and for most of her career as co-owner of a private practice in Farmington, MN. She developed a pilot project for the State of Minnesota to deliver care to developmentally disabled patients living in group homes which is still going strong 28 years later. Dr. Harms was honored to serve as a Clinical Assistant Professor in the areas of operative and hospital dentistry at Loyola University Medical Center and School of Dentistry. Dr. Harms was the first woman president of the Minnesota Dental Association and served on the American Dental Association's Council on Governmental Affairs representing the 10th District. She was also Chair of the American Dental Association's Council on Communications. Dr. Harms has lectured internationally and has worked with dental schools in Mongolia and Rwanda and women's groups in Georgia and Armenia.
As National Spokesperson and Consumer Advisor for the American Dental Association, Dr Harms has appeared on their behalf on the Today Show, CNN, Fox News, National Public Radio and network affiliates such as CBS, NBC, and ABC. In addition, she has been quoted in The New York Times, Wall Street Journal, Washington Post, USA Today, Chicago Tribune, Consumer's Digest, Buzz Feed, Shape Magazine, Good Housekeeping, Cosmopolitan and numerous other print and internet publications. Her article Keeping out of Harms’ Way: Pearls, Pitfalls and Lurking Perils of a Life in Dentistry received the International College of Dentists Leadership in Journalism Award for 2016.