Managing the Really Difficult Conversations

Dr. Richard Lyke
Psychotherapist, London ON

Difficult and unreasonable conversations happen in every workplace, and the dental office is no exception. We’ve all been there – the interaction from hell where an irate patient, caregiver, or staff member goes completely off the rails. The question is, how do we manage it?

In this episode of CDA Oasis Live, Dr. John O’Keefe, Director of Knowledge Networks CDA, invites Dr. Richard Lyke, a psychotherapist from London ON, to share his expertise on managing difficult conversations in the dental office.

Dr. Lyke introduces the concept of the Amygdala Hijack and outlines exactly what is going on when a conversation goes off the rails. He highlights the importance of staying calm and centered and shares actionable tips for managing a person who is having a traumatic stress response.

We hope you find the conversation useful. We welcome your thoughts, questions and/or suggestions about this post and other topics. Leave a comment in the box below or send us your feedback by email.

Until next time!
CDA Oasis Team

Resources

Strategy and Guidance for Difficult Conversations

• Terry Dobson and Victor Miller, Aikido in Everyday Life, Blue Snake Books (North Atlantic Books), Berkeley, 1993

Trauma

• Bessel Van Dr Kolk, The Body Keeps the Score, Penguin Books, New York, 2014

Emotional Regulation

• Bo Forbes, Yoga for Emotional Balance, Shambhala Publications, Boston, 2011
• Deb Dana, Polyvagal Theory in Therapy: Engaging the Rhythm of Regulation, WW Norton, 2018
• Ruby Jo Walker, Polyvagal Chart, https://www.rubyjowalker.com/PVchart_200706.jpg

Mindfulness

• Jack Kornfield, Mediation for Beginners (complete with practice CD), Sounds True, Boulder, 2008
• Insight Timer, app with resources for mindful practice, including meditations guided by Jack Kornfield and Tara Brach.
• Daniel J. Siegel, Aware – The Science and Practice of Presence, TarcherPerigee/Penguin Random House, New  York, 2018

Full Conversation (12.23")