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.
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