Presentations for Seattle Study Clubs 
These are our most requested topics for presentations to the dental professions. If there is a practice management or communications topic that you are interested in, but is not listed here. We may be able to help you. If not, we'll be happy to make suggestions for other speakers you might contact.
MOVING YOUR PRACTICE TO THE NEXT LEVEL: The Treatment Triad This series develops interdisciplinary communication skills and strengthens relationships among general dentists, specialists and patients. This is a 2-meeting series, conducted on 2 dates approximately 6 months apart.
Suzanne presents the results of her 4-year research into Interdisciplinary Dentistry. Participants learn that true interdisciplinary treatment is an attainable goal benefitting patients and practitioners. They learn what factors, personal and professional, can hold them back . They also learn the opportunities that exist in the upward movement toward true interdisciplinary dentistry.
In small groups participants are given key discussion topics to address and then present to the rest of the attendees. This process opens doors that may have never been addressed within your membership before. Members will experience the same kind of open dialogue that is vital to development of excellent interdisciplinary teams! Suzanne facilitates this dynamic discussion with a goal of developing understanding among general practitioners, specialists and the staff that support interoffice communications and patient relationships.
Patients and practitioners will benefit greatly by outcomes of this series.The primary goal of PART 1 is to help doctors increase communication confidence and move their practices to the next level.
The goals of PART 2 are to fine-tune verbal skills (with patients) through role plays, to develop strong interdisciplinary relationships between specialists and general dentists, strengthen interoffice communications and evaluate the interdisciplinary process itself.
This topic is presented as a series:
Part 1: 1 FULL DAY The morning session is designed to be attended by ALL TEAM MEMBERS. You may choose one of the following three topics for the AM session. These 3 programs are all top-rated, practical and FUN! This morning session will help to provide a solid foundation for the afternoon Interdisciplinary topic:
The afternoon of Part 1 is tightly focused on what it takes to move the practice to the next level within the interdisciplinary model. This session will be very pertinent to every doctor-member of the club. Each doctor may determine which team member (or all of them) will participate in the afternoon session. Team members who are deeply involved in the interdisciplinary process or who communicate with other offices should definitely be involved.
Part 2: 1 FULL DAY Part 2 should be scheduled for a date approximately 6 months after the Part 1 session.
Suitable for: Doctors, Treatment Coordinators and select team members. Director, coordinator and members may determine what team members are best suited to attend this meeting. This full day will address the 10 phases of practice development required to reach the highest levels of interdisciplinary dentistry. We will discuss the obstacles and the opportunities of the process and the benefits of the outcomes. Role plays, group discussions, demonstrations are all key elements in the experiential workshop.
A frequent comment following this program is, "... this opened doors of communication between general dentists and specialists that had not been opened before". For more information on the interdiscipinary research on which this series is based, click here. This highly interactive program can make a significant difference
In the relationships and communication within your group
and will help group members move to the next level.
ANNOUNCING OUR NEW SEMINAR TOPIC:
"The Toxic Effects of Anger and Conflict in the Office:
Dealing Effectively with Patients and with Team Members!"
Length: 3 hrs (Boswell)
Suitable for: All team members Meeting suitability: All types of meetings, all sizes of audience
Comment: This topic will help your team deal with the challenges that occur in ALL teams. Whether it's conflict in the team or anger from patients, these issues can be deadly to a practice. Participants will learn how to control internal emotion of conflict and anger. They will learn skills to help them verbally deal with conflict, and will learn how to develop a more stable office environment.
This seminar will help you and your team:
recognize the signals before the eruption occurs
defuse the angry person and manage the situation
avoid toxicity by communicating with confidence and respect
Managing Maalox Moments Assertively and Confidently
Teaches how to communicate confidently with team mates and consumers.
Length: 3 hrs (Boswell or Boswell & Corcoran) 6 hrs (Boswell & Corcoran)
Suitable for: All team members
Meeting suitability: All types of meetings, all sizes of audience
Comment: This is a powerful topic, ideal for every team member and great for study club meetings
This session builds skills for communicating confidently and assertively in challenging situations. Team members will feel greater self confidence and will earn respect in communications with patients and each other. Role plays and exercises provide opportunities to practice new skills. Full day session digs into why we may not be confident communicating and how to overcome the roadblocks. There is also more group/team work and real-world practice in role plays. NOTE: Elements of this program are also included in THE RETREAT: Overcoming 5 Team Dysfunctions (reference RETREAT description that appears below)
The Cohesive Team
Addresses what it takes to develop a strong team & provides steps to take.
Length: 3 hrs (Boswell) 6 hrs (Boswell & Corcoran)
Suitable for: All team members Best when all team members attend together
Meeting suitability: All types of meetings, all sizes of audience
Comment: This is a great topic for all-team attendance
A high energy, interactive session focusing on how to build a cohesive team. Audience learns what can cause a team to break down and what factors help to increase patient or customer confidence.The 6-hour session is significantly more comprehensive in content and includes more group/team work, exercises and role plays.
Overcoming the 5 Dysfunctions of a Team
Addresses the 5 roadblocks that hamper most teams and how to overcome/manage them.
Length: 3 hrs (Boswell) 6 hrs (Boswell & Corcoran)
Suitable for: All team members
Designed to be attended by all team members together
Meeting suitability: Group size limited to 175, made up of teams.
Multi-speaker conference: Attendance to be limited and pre-registered
Comment: This is our most powerful team topic and is perfect for
retreats (see entry below)
This program is based on the best-selling book, The Five Dysfunctions of a Team by Lencioni. The half day version covers the overall concept and includes team work based on foundational issues. In the full day workshop the team also investigates its strengths and weaknesses and develops a plan for building a stronger team. This is a very interactive program. Ideally all members of a team attend and are ready to work. This topic is highly suitable for all teams. The full-day version is workshop format and should be limited to no more than 175 participants.
THE RETREAT: Overcoming the 5 Dysfunctions of a Team
Addresses the 5 roadblocks that hamper most teams and how to overcome/manage them.
Length: 1.5-2 days (Boswell & Corcoran)
(Note: the 2-day format may also be scheduled as a 2-part series, for 2 different dates in the same club year. This scheduling helps to keep the team focused on growth and aids in content retention.)
Suitable for: All team members Designed to be attended by all team
members together
Meeting suitability: Retreat format Group to be made up of teams Limited attendance: Minimum=1 entire team
Maximum: 8 complete teams (no more than 150 people)
Multi-speaker conference: Attendance to be limited and pre-registered
Comment: This is a true workshop wherein teams establish goals and start
to work on these goals
This is a 1.5-2 day retreat that investigates in depth the issues of the program above. Participants complete diagnostic instruments to determine strengths and weaknesses of the teams. Two facilitators assist in processing the information and consulting with teams. THE RETREAT version of the 5 Dysfunctions program can make a huge difference in team relations and team productivity. The retreat may be structured as 1.5 days, 2 days (9-12 classroom hours total) or the classroom hours may be spread over three days. NOTE: The 2 or 3 day retreat also includes (1) elements of Managing Maalox Moments (described above) and (2) elements of Developing the Dream Team (described below)
This program is TERRIFIC for Staff Appreciation Day!
Unmasking Your Mystery Patients:
How to Gain & Retain Patients in Challenging Times
Helps teams understand patient perceptions, preferences & customer service
Length: 3 hrs or 6 hours (Boswell)
Suitable for: All team members
Meeting suitability: All types of meetings, all sizes of audience
Comment: Perfect for "staff appreciation" day and all-team meetings
Based on Suzanne's original patient research, this signature session provides insight into patient preferences and customer service. An eye-opener and a MUST for every team member. The half day version is introductory and raises awareness of how patients think and how they view the dental practice. The full day version covers a wider range of topics, goes into greater depth and includes interactive team work. This is a perfect program for new-hires to understand the impact they have on patient perceptions of the practice. It's ideal to help long-term employees remember how patients look at the office and how the team behavior affects patient loyalty. While the program is content-rich with practical ideas, it's also full of surprises, humor and audience interaction. Always a winner, this program consistently earns top marks.
This program is PERFECT for Staff Appreciation Day!
Developing the Dental Dream Team: Understanding Behavioral Styles of Patients, Peers, Family, Friends
& Foes!
Identifies each persons personal style and teaches how the concept applies to the team, the day-to-day dynamic of the team and teaches how to relate to patients by behavioral style
Length: 3 hrs or 6 hours (Boswell)
Suitable for: All team members, ideally attended by the group together
Meeting suitability: All types of meetings At multi-speaker conference, this should be pre-registered limited attendance
Comment: Perfect for "staff appreciation" day and all-team meetings, team members LOVE this topic!
This is an interactive, powerful workshop with long-term impact. Each attendee completes an instrument to determine his or her behavioral style. They learn more about themselves and about their team mates. Team mates learn how to relate more effectively with each other and with patients. Doctors learn how to present the treatment plan to different style patients. Suzanne is a nationally certified trainer of this topic and has presented this throughout US, Canada and Europe. Eye-opening and fun, this program consistently earns top marks. (NOTE: This topic is also an integral component of the 2-day retreat, Overcoming the 5 dysfunctions of a team)
The Power of Positive Self Presentation
First impressions relating to appearance and body language
Length: 3 hrs (Boswell)
Suitable for: All team members
Meeting suitability: All types of meetings, no size limit of audience
Comment: Though this may be perceived as a "fun, light" topic, touchy issues may be addressed that include issues of appropriate appearance and professional behavior.
Fun, practical insights with lots of humor and participation. A back-to-basics program that helps new hires and jaded team members take a look at themselves through others' eyes. A very significant topic for people who deal with the public.
Minding Our Manners
Participants revisit courtesy and consider its powerful impact on customers.
Length: 3 hrs (Boswell)
Suitable for: All team members
Meeting suitability: All types of meetings, no size limit of audience
Comment: This topic is a crucial one for every dental office and every team member. For some it may provide new insights, for others it revisits topics they haven't thought about in a while.
This session addresses guidelines of manners. Includes information that influences customer loyalty and referrals. Helps team members understand how to communicate poise and confidence with customers. A vital subject for those who communicate directly with the public.
Measuring Patient Satisfaction
How to conduct practical, inexpensive in-house surveys and how to conduct your own focus groups.
Length: 2-3 hrs (Boswell)
Suitable for: Doctors, office managers and administrators
Meeting suitability: All types of meetings, no size limit of audience, though
smaller groups are best. Not suitable for all-team attendance
Comment: This topic is key for practices considering conducting surveys or
focus groups.
This session investigates the importance of measuring patient satisfaction through surveys and focus groups. Attendees learn to develop and conduct their own highly-cost effective in-house surveys. They will learn to conduct focus groups with patients to measure patient satisfaction. This is a practical how-to session.
INFORMATION REQUEST:
For more information or to contact Suzanne directly, please complete the following form - you will receive a prompt response! Thank you for your interest.