Perspective Shift

Whereas the first four (4) workshops focus on systems and tools, Workshops 5-9 focus on processes. We move from "task" to "goal" orientation, from a perspective of "detail" to one of "overview", from "problem" to "solution", from "dentist as manager" to "staff as a self directed work team". In short, after the systems are introduced in Workshops 1-4, the focus of the curriculum for Workshops 5-9 is about total quality management and creating excellence as a habit.

Systems Implementation

• With a year of concrete, actual numbers behind you, you complete your second Annual Plan between Workshops 4 and 5. At this point, your comfort and confidence in your ability to accurately project expenses and production has risen.
• Also between Workshops 4-5, you and your team complete a comprehensive Systems Implementation Checklist and Analysis, which reviews the implementation in your surgery of the systems taught in Workshops 1-4. This Analysis will be conducted in your surgery over multiple staff meetings and will measure your successes and target areas for growth.

Workshop 5 – Entire Team

"Ensuring Ongoing Results":  Two Days

• Outcome Setting
• Forcefield Analysis
• Gantt Charts
• Training Basics
• Action Planning around priority improvements identified in the Systems Implementation Checklist and Analysis
• Personality Profiling using the DISC inventory and applying to (i) team dynamics and (ii) patient communications
• Introducing the expanded Key Performance Indicators
• Creating a twelve month Marketing Plan for attracting and retaining high quality patients to your practice
• How to handle busyness issues (if your practice is too busy or not busy enough)

Workshop 6 – Doctor Spouse

"Advanced Case Presentation":  Two Days

• Overview of the six factors of influence and the psychology of persuasion (as developed by Robert Cialdini) including:
  • Reciprocity
  • Commitment and consistency
  • Social Proof
  • Liking
  • Authority
  • Scarcity
• Building rapport with patients, using matching, mirroring, index computation, representational systems and other structures of NLP (Neuro Linguistic Programming)
• SPIN Selling as developed by Neil Rockham and the Huthwaite Institute, who studied over 35,000 sales calls and came up with an approach to questioning techniques based on the effectiveness of the sales calls. SPIN stands for the 4 types of questions that should be asked in sales encounters, especially those involving large expense (such as large treatment plans).

Workshop 7 – Entire Team

"Putting It All Together - Elements and Pressure Points of the Mature Dental Practice":  Two Days

• Creativity and Lateral Thinking
• Problem Solving and Analysis Tools
• Developing the Hygiene Department
• The Continuing Care System
• Selling Restorative Dentistry out of Hygiene
• Conflict Resolution among the team
• Confrontation Skills for the Team
• Team Decision Making Processes
• Staff Meeting Evaluation and Improvement
• Improving the Huddle

Workshop 8 – Doctor & Spouse

"Strategic Planning - From the Past to the Present and into the Future":  Two Days

• Year End Comparatives
• A retrospective - examining how far you've come over the 2 and a half years
• Time Management (based on what's important)
• Visioning
• Strategic Planning
• Revisiting Mission Statement
• Creating a Philosophy Statement including a listing of your core values, standards and behavioural objectives
• Taking stock of where you are (strengths, weaknesses, opportunities, threats and stakeholders)
• Creating a timeline for envisaged objectives
• Action Planning for the realization of envisioned objectives, seizing of opportunities and reduction of threats
• Funding Your Retirement
• Time Value of Money
• Board of Directors Meeting
• Closing Ceremony

Workshop 9 – Entire Team

"Verbal Skills Olympics"

Entire Team:  Two Days

• Ties a ribbon around the two and half year process
• Learning through competitive games
• Team Building
• Overview of Self Directed Work Teams
• Designing yourselves into High Performance Teams
• Assessing the status of your systems
• Action planning your biggest opportunities for growth
• Having Fun with the Influencing Cycle and Overcoming Objections
• Self- Directed Skill Development in Job Groups
• Dentists work on:
  • Leadership, and
    Communication (through an exercise
    in NLP (neuro linguistic programming)
• Hygienists / Therapists work on:
  • Flow charting a patient visit
  • Selling restorative dentistry out of
    hygiene
• Front Desk - can choose from either:
  • Appointment scheduling -
  • Designing the ideal day
    Flexible Appointments
    Cancellations
  • Financial Arrangements -
  • Negotiating Financial Arrangements
  • Collections
    Review of Amnesty Letter
    Financial Guidelines
• Nurses work on:
  • Development of the Ideal Patient
  • Education Process
  • Designing Patient Comfort
    Scripting Debriefs
  • Verbal Skills Practice in:
  • Handling the Late Practice
  • Handling the Late Patient
  • The Patient Debrief
  • Increasing Patient Comfort
  • Collections
  • Asking for Referrals
  • Appointing Patients into a time that works for the practice (including not appointing families together, appointing school age children and working adults during the day)
  • Selling to Different Personality Types
  • The Consultation
  • Appointing Emergencies
  • Handling Cancellations, No Shows and
    Broken Appointments
• Graduation

Workshop 10 – Doctor & Spouse

“Secrets to rich and meaningful life” - Two Days

• Take control of your happiness and the impact you have on those around you.
• Increase awareness of self, and discover how only you can create the feelings you want to feel—encouraging happiness in life and work
• Join us in developing self mastery through an exploration of:
  • Dr Russ Harris’ work on The Happiness Trap
  • Using Acceptance and Commitment Therapy
  • Dr Martin Seligman’s work on Learned Optimism and Authentic Happiness
  • Developing Emotional Intelligence
  • Increasing Resilience
  • Creating Flow
• Be inspired by your life and your work, and live powerfully!

Systems Review Workshop – SRW – Entire Team

"SYSTEMS REVIEW WORKSHOP OVERVIEW": Two Days

• Appointment Scheduling
• Debriefing Patients
• Handling Cancellations
• Handling Emergency Patients & Appointments
• Morning Huddles
• The Influencing Cycle
• The Comprehensive New Patient / Status Exam and Consultation
• The Quality Hand Off
• Negotiating Financial Arrangements
• Asking for Referrals
• Staff Meetings
• Implementing Review of Workshops T