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/blogIf you enjoyed this episode and heard something that may be relevant for a colleague, please spread the word as personal recommendations carry great weight - just press share in your streaming app.I would also be grateful if you could take a second to rate the podcast as this builds the profile and makes it easier to find for others that may benefit.

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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