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Conquering the Conflict; Ending the War Between the Front and the Back


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DATE: Thursday, October 28, 2021
TIME: 1:45 PM – 4:45 PM
AUDIENCE: Entire Dental Team
CE UNITS: 3.0    
LECTURE #: 043    
MODERATORS: Ms. Anna Cohen and Ms. Maureen Sychertz

Have you heard members of your team say things like “if only the “back office” understood that our job is much more than just answering the phone” or “we wish the “front office” appreciated how hard we work back here.” Do you frequently hear team members say: “It’s not my job!” These are common signs of unresolved conflicts between the administrative and clinical teams in the practice. Left unresolved, these conflicts can negatively impact team morale, patient satisfaction, productivity, profitability and the overall success of the practice.


  • Recognize potential areas of conflict
  • What causes conflict and how to implement a system for conflict resolution based on shared responsibilities and accountability
  • The importance of developing and following consistent protocols for enhancing the patient care experience
  • Creating a team environment with less tension and stress

Early Bird Tuition by
OCTOBER 11, 2021

Second District Members: Complimentary*
ADA Members Outside of Second District: $155
Non-ADA Members: $255
Staff: $95


Purchase a special FREEDOM PASS for $635.

*Complimentary lectures for Second District Dentists who practice in Bucks, Chester, Delaware, Lehigh, Montgomery or Northampton counties and have paid their ADA/PDA/SD 2021 dues. (Hands-On Courses Not Included)

Mary Govoni, CDA, RDH, MB

Mary Govoni, CDA, RDH, MBA

Ergonomics: How to Work All Day and Go Home Without Aching (#042)

Conquering the Conflict: Ending the War Between the Front and the Back (#043)

Ms. Govoni is an internationally recognized speaker, author and consultant, working with dental teams for over 40 years on clinical efficiency, infection prevention, ergonomics, and team communication. Mary is known for her practical approaches to implementing systems and protocols to enhance practice efficiency and communication. Her areas of expertise are OSHA and HIPAA compliance, patient safety, privacy and data security; as well as ergonomics and conflict resolution for dental teams. Mary a past president of the American Dental Assistants Association, a member of the American Dental Hygienists Association, a member of the Organization for Safety Asepsis and Prevention, the Academy of Dental Management Consultants and the Speaking and Consulting Network. She has published numerous articles in Dental Economics, The Dental Assistant Journal, RDH Magazine, Dentistry Today, Inside Dentistry and many others.