2.10 - Bio.

15.35 - Building rapport and trust.

21.15 - Dealing with patient rejection/ crticism.

24.00 - Active listening and apology/ explanations.

28.25 - Receiving a complaint.

31.00 - Role of ineffective communication in complaints.

33.00 - Effect of complaints on practitioners and defensive dentistry.

40.40 - How to avoid adverse outcomes and complaints.

46.00 - Burnout and practitioner mental health.

55.00 - The Mental Block Facebook group.

58.00 - Social media.

1.04.00 - Environment for new grads.

1.09.40 - Resources.

Malcolm Gladwell - Outliers / Blink.

Matthew Syed - Black Box Thinking.

Robert Sapolsky - Behave.

www.commhealth.com.au/blog

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