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Neutralize your Nightmares: Promote Office Harmony Through Structured Conflict Management

Cost:  Free for Hope Dental Volunteers. $10 suggested donation for non-volunteers
Date:  August 20, 2019
Time:  5:30 – 7:00 p.m.
Location:  Hope Dental Clinic, 800 Minnehaha Avenue East, Suite 465, Saint Paul, MN 55106

This class is appropriate for all clinicians and students.

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What you’ll learn

Office turmoil got you down? Without a formal resolution method, conflict can cause staff members and patients to seek their own solution by changing jobs or dentists. At the same time, the dentist/patient relationship is being threatened by outside sources. Negative media stories and self-proclaimed internet gurus are increasing while government and insurance interference is also on the rise.

Improve communication skills and learn how to effectively manage disagreements with patients and other team members. Develop a process for improving the management of clinical and administrative errors through a focus on verbal skill development. Learn how to accept appropriate responsibility, address concerns with empathy and provide resolution acceptable to both parties. Explore the principles of civil mediation which are designed to help those in conflict resolve their differences through the use of a neutral party.

Conflict is universal. Dr. Harms will share stories of successful conflict management resolution from her work as a National Spokesperson for the American Dental Association and her connections with groups in Rwanda, Mongolia, Georgia and Armenia. Any office that has had a patient complaint or more than one employee will benefit from this seminar.

Learning Objectives:

  • Build confidence in managing conflict using basic mediation techniques.
  • Understand and implement time tested methods of conflict resolution and trust building that work for those from Generation Z through Baby Boomers.
  • Describe different personality types and their unique perspectives and reaction to stressful situations.
  • Recognize the basic pillars of trust. Learn how hard it is to build trust and how easily trust can be destroyed.
  • Build confidence in managing conflict using basic mediation techniques.
  • Master specific techniques and verbiage to minimize damage after a clinical or clerical error.

To learn more about Dr. Harms’ presentations, visit here.

Trainer: Kimberly Harms, DDS

After a 30 year career in clinical dentistry, and 21 years as a National Spokesperson for the American Dental Association, Dr. Harms has seen the importance of positive communication, management of conflict and relationship building first hand. Her goal is to help untangle problems and share that accumulated knowledge with seminar attendees.

Kimberly Harms, D.D.S. has been around the block when it comes to dentistry. She practiced dentistry in a public health setting (as an enlisted officer in the U.S. Public Health Service), as a dental office associate, and for most of her career, as co-owner (with her husband Jim) of a private practice in Farmington MN. She developed a pilot project for the state of Minnesota to deliver care to developmentally disabled patients living in group homes which is still going strong 28 years later.

Dr Harms served as an Assistant Clinical Professor of operative and hospital dentistry at Loyola University School of Dentistry in both the clinical and hospital dentistry program.Dr. Harms was the first woman President of the Minnesota Dental Association, served on the American Dental Association’s Council on Governmental Affairs and was Chair of the American Dental Association’s Council on Communications. She has lectured internationally and currently is working with dental schools in Rwanda and Mongolia and women’s groups in Georgia and Armenia.

For over 20 years Dr. Harms served as a National Spokesperson and Consumer Advisor for the American Dental Association and has appeared on their behalf on the Today Show, CNN, Fox News, National Public Radio and network affiliates such as CBS, NBC and ABC. In addition she has been quoted in The New York Times, Wall Street Journal, Washington Post, USA Today, Chicago Tribune, Consumers Digest, Shape Magazine, Good Housekeeping, Buzz Feed, Cosmopolitan and numerous other print and internet publications. She was the author of an article featured in Northwest Dentistry that received the International College of Dentists award for Leadership in Journalism for 2016. Dr Harms is former grief counselor and is currently works in civil mediation. She is a designated  “Qualified Neutral” in the state of Minnesota.

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