Friday, October 5, 2018 from 8:30 AM to 4:30 PM PDT
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Check in at 8:00 AM
Breakfast, lunch, and afternoon snack included

$225 CDA/ADA Members
$125 Staff
$325 Nonmember dentists

7 C.E. units


Diablo Country Club 
1700 Clubhouse Rd
Diablo, CA 94528

Driving Directions 


Barbara Hooper, Executive Director 
Contra Costa Dental Society 

CE Excellence Series - Delivering W.O.W. Service & Communication Solutions by Judy Kay Mausolf

Judy Kay Mausolf is a speaker, author and dental culture specialist with expertise in helping others become happier and more successful! She coaches dentists and their teams in how to become better leaders, communicate effectively, work together better, and deliver service with more focus and passion. This results in cultivating a happier, healthier and higher performing culture.

Ms. Mausolf is a past president of the National Speakers Association (Minnesota Chapter), a director of Sponsoring Partners for the Speaking Consulting Network, and a member of the Academy of Dental Management Consultants. She has been recognized as a leader in consulting by Dentistry Today.

Delivering W.O.W. Service — People Will Forget Everything Except How You Made Them Feel!
Research shows that offices own and dominate the market when practices focus their culture on serving (their) patients. Customer service is often confusing, complex and vague! “I’m satisfied” means nothing in today’s world. Set yourself apart from your colleagues; differentiate why patients should come to you and your office and not the office down the street! Learn principles for strengthening communication skills, practice brand, and service standards. Illuminate the patient decision-making processes to create lasting impressions and exceptional experiences. Inspire the entire team to deliver W.O.W. service with more passion and focus!
Course Objectives:
- Understand W.O.W. patient philosophy.

- Illuminate a W.O.W. decision-making process.
- Learn techniques to make W.O.W. impressions.
- Recognize essentials of W.O.W. branding.
- Identify how to spot opportunities that create W.O.W. touch points.
- Understand W.O.W. service standards concepts.

Communication Solutions — Attitudes, Breakdowns and Conflict Resolution
Discover how to elevate your communication to a level that inspires open communication, prevents breakdowns, resolves conflict, and builds trust and respect resulting in high-performing team and patient relationships! Learn the skills to communicate positively and effectively with different and even difficult personalities. Discover formats to hold positive, effective, and efficient huddles and team meetings. Transform attitudes from toxic to tremendous, and create a positive environment where everyone looks forward to coming to the office.
Course Objectives:
- Learn verbal skills to communicate effectively with difficult and different personalities.

- Learn steps to address and resolve conflict.
- Establish protocols that eliminate gossip.
- Identify behaviors that elevate trust and respect.
- Discover methods that turn toxic attitudes to tremendous.
- Determine behaviors that inspire a culture of appreciation and celebration.
- Learn fundamentals for effective huddles and team meetings.