Episode Summary:
You’ve got empathy. You’ve got training. But let’s be honest—handling upset patients can still leave you rattled. In this episode of The Front Desk Goddess Diaries, we’re breaking down a simple, powerful 4-step framework to calm the chaos, defuse frustration, and keep the conversation productive (even when someone’s steaming mad).
We’ll walk through real-world roleplay scenarios, patient phrases that trigger team stress, and how to respond without getting defensive, over-explaining, or burning out. PLUS — what to say when someone crosses the line and starts being truly disrespectful.
This isn’t about being perfect. It’s about being present, professional, and prepared.
You’ll learn:
The 4-step script to calm upset patients fast
What to say instead of “I’m sorry” (and why it matters)
How to handle angry outbursts without getting pulled in
Mic-drop one-liners for setting boundaries with grace
Why proving you're right rarely works—and what to do instead
Resources Mentioned:
📅 Upcoming Events
Want to connect in person? Mark your calendar for these opportunities to grow with us:
October 10,2025: Front Desk Goddess Retreat– Dallas, TX
November 5-7, 2025: Mission Possible Case-Acceptance Super-Conference - San Antonio, TX
👉 Visit https://bradygroupllc.com/live-events/ for details and registration.
👥 Looking for coaching?
If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust.
Let’s build something bold—together.
📩 Email amy@bradygroupllc.com or visit www.bradygroupllc.com to learn more.