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Informationen zum Autor Michael R Young is a former dentist, practice owner and teacher of clinical dentistry. He was also an independent expert witness. He holds a BDS and an MSc. He is the author of the prize-winning book Managing a Dental Practice the Genghis Khan Way and of the critically acclaimed How to be an Effective Expert Witness. Away from dentistry, Michael's interests include archaeology, history and the arts. He holds a BA. Michael is now a full-time author. Linda Young was a senior manager for a customer-orientated international company for over 20 years. She developed, wrote and delivered a diverse range of training material and courses. She has delivered training on a one-to-one basis and to large groups. She was voted an award-winning employee on several occasions. Linda was for many years a 'Young Enterprise' Business Adviser: she was voted 'Young Enterprise Business Adviser of the Year' in 2003. Throughout her career she championed excellent customer service. Her mantra became: 'There is a customer at the end of everything you do!' Klappentext Developing Your Dental Team's Management Skills the Genghis Khan Way is a highly practical resource designed to help practice owners develop a well-integrated team within their business, ultimately leading to a first-class team and an outstanding practice. It is ideal for delivering training to newly qualified dentists, associates working in practice, dental receptionists, dental nurses and treatment coordinators. The versatile format suits both single-handed practices and larger organisations, including the National Health Service, private practices, general practices, specialist practices and Dental Bodies Corporate. Inhaltsverzeichnis Foreword v Preface vi About the authors vii About the book viii Acknowledgements x What is personal development planning? 1 Section 1: Preparation 5 Understanding - what is management? 7 Section 2: People 17 Understanding - the patient's expectations 19 Understanding - complaints and near misses 23 Understanding - the employee (1) 25 Understanding - the employee (2) 33 Understanding - the employee (3) 37 Understanding - the employee (4) 40 Understanding - the practice manager 48 Section 3: Planning 51 Understanding - the legal and regulatory framework of dental practice 53 Presentations (1) 57 Understanding - what is a mission statement? 65 Understanding - objectives 69 Understanding - what is strategic planning? 73 Presentations (2) - what is a business plan? 78 Understanding - what is quality? 88 Understanding - planning for disaster 91 Understanding - what is a policy and what is a procedure? 96 Understanding - managing change 99 References 103 ...
