Conflict Resolution: Managing Team and Patient Dynamics
Tráiler- Acceso de por vida
De qué trata
Conflict is a natural event in any business involving people, but the difference between a successful practice and one losing money lies in the leader's ability to govern these tensions. In this lesson, you will learn the four-quadrant matrix to map out the sources of conflict (over tasks, processes, relationships, or status) and understand when to avoid, accommodate, or directly confront a situation.
Through real-world case studies from Professor Quaranta's practice, we will analyze how to handle team dissatisfaction (such as staff burnout risks) and formal patient complaints regarding costs, fees, or clinical complications. You will learn to apply the two-minute emotional reset method and the success pyramid framework to protect the practice legally and economically, even learning how to dismiss a patient who is aggressive or abusive in total safety.
You cannot risk letting tensions destroy your practice: this lesson gives you the tools to defuse any crisis with complete self-control.
Key topics covered in this lecture:
- The matrix of sources of conflict and natural human behavioral predispositions
- Managing internal staff conflicts, team complaints, and burnout risks
- Handling patient complaints due to unexpected charges or suboptimal clinical outcomes
- Applying the success pyramid and formal protocols to safely dismiss a patient
Las lecciones del curso 11 lecciones
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El docente
Professor Alessandro Quaranta is an internationally renowned specialist in Periodontology and Implant Dentistry, with over twenty years of clinical experience in the management of complex cases, periodontal and implant surgery, tissue regeneration, and the treatment of peri-implant diseases. He completed his specialist training in Oral Surgery at Sapienza University of Rome, where he also earned a PhD in Oral Implantology. He subsequently obtained an MBA from the University of Queensland in Australia, supported by a scholarship and graduating with recognition on the Dean's Honour Roll. He is registered as a Specialist Periodontist with both the Dental Board of Australia and the Dental Council of New Zealand. Throughout his career, he has developed a distinguished international academic profile across Australia and New Zealand. He is currently Clinical Professor at the University of Sydney School of Dentistry and Honorary Professor at the University of Queensland Business School. He is also Managing and Scientific Director of Smile Specialists Suite and Kiama Dental Specialists, a network of specialist centres in New South Wales. He previously served as Full Professor of Periodontology and Program Director of the Specialist Training Program in Periodontology at Griffith University, as well as Associate Professor and Head of the Discipline of Periodontology and Implant Dentistry at the University of Western Australia. He is the author of more than 180 scientific publications, including over 120 articles in international peer-reviewed journals, and is recognised as one of the most productive researchers in Australian dentistry. His scientific work primarily focuses on periodontology and implant dentistry, while in recent years he has expanded his interests to include leadership, management, and innovation in healthcare systems and dental education. In 2019, he obtained the Italian National Scientific Qualification as a Full Professor. He is also a Fellow in Periodontics of the Royal Australasian College of Dental Surgeons, a Fellow of the Pierre Fauchard Academy and the International College of Dentists, and a member of numerous national and international scientific societies. A highly sought-after international speaker, he regularly delivers courses and lectures at universities, conferences, and scientific societies throughout Europe, Oceania, Asia, and North America. His professional mission is to contribute to progress through clinical excellence, research, innovation, and the education of future generations of professionals, while promoting an integrated vision of healthcare, leadership, and management.
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Conflict Resolution: Managing Team and Patient Dynamics
79,00 €+ IVA
