ADAA View Course

Where Do I Sit? How Should I Stand? Communication and Customer Service Skills for the Clinical Team (AGD 550)

Presenter: Debra Engelhardt-Nash


This webinar is designed for dental assistants to familiarize themselves with practice management principles of customer/patient satisfaction. The role of the dental assistant and how they can enhance the patient’s overall clinical and office experience will be discussed.


Debra Engelhardt-Nash has been in dentistry over 30 years.  She has presented workshops nationally and internationally for numerous study groups and organizations.  She is a repeat presenter for the American Dental Association, Chicago Dental Society and the American Academy of Cosmetic Dentistry.  She has written for a number of dental publications and has been honored twice as author of the year for her contributions to dental journals. Debra was also an instructor for the Central Piedmont Community College Dental Assisting Program and a guest instructor for Medical College of Georgia School of Dentistry, the University of Minnesota and Oregon Health Sciences University.   

She is a founding member and served two terms as President of the National Academy of Dental Management Consultants currently serving again as President of that organization.  Debra is also a member of the American Academy of Dental Practice Administration and Speakers Consulting Network. She serves on the Practice Management Advisory board for the American Dental Association.

Debra has been listed in Dentistry Today as a Leader in Continuing Dental Education and Dental Consulting. In 2008, Debra was awarded the American Dental Assistants Association highest honor – The Distinguished Service Award. She was also honored by in 2014 as Top 25 Women in Dentistry and the 2015 recipient of the Gordon Christensen Outstanding Lecturer Award. 


Upon completion of this course, the dental professional should be able to:

- Describe the importance of the use of words, body language, and tone of voice when communicating with patients.
- Describe what it means to provide quality service to patients.
- Outline effective communication strategies for enhancing the patient’s experience and their overall perception of the practice.
- Identify areas for improvement in your own practice situation when communicating with patients.


The ADAA has an obligation to disseminate knowledge in the field of dentistry. Sponsorship of a continuing education program by the ADAA does not necessarily imply endorsement of a particular philosophy, product or technique.



The ADAA cautions participants taking this course on the hazards of using limited knowledge when integrating new techniques into their practices.



Credits earned upon completion of this course may be used to meet DANB’s Recertification Requirements.

This course has been produced in part by a grant from the Professional Dental Assistants Education Foundation (PDAEF).


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