Reception LIVE

15th October, 2020

01279 888 176

Course Information

Course Duration

1 day (9:15 AM – 4:00 PM)

5 hours 15 mins verifiable CPD
Enhanced CPD outcomes achieved: A B C D

This course only runs once per year – book early to avoid disappointment!

Course Cost

£381 per person, inc VAT.

Early bird special offers:

Book before the January 17, 2020 and save £30 using promo code: REC1

Book before the March 12, 2020 and save £15 using promo code: REC2

Why Choose Horton Consulting?

  • Laura and Michael have over 20 years’ experience working on the front desk
  • Learn what to say and how to say it for every type of situation
  • Suitable for beginners and the experienced

By attending this course you will:

  • Learn how to convert new patients on the telephone, by email, and walk in
  • Master verbal skills for the many difficult situations you face such as:
    • Complaints
    • Late running diaries
    • Late patients
    • Late cancellations
    • Lab work
    • IT issues
    • Bad news
    • No availability
    • Emergency patients
    • Smelly patients
    • Sales calls
    • Difficult names
  • Expand your current patient experience
  • Dealing with busy phones and desks
  • Customer service in all situations
  • Ideal language to build value in the practice in relation to the fees handling treatment plans at the front desk
  • Verbal skills for treatment descriptions
  • Words you should not be using!

Book now to save your space on the course

You will be taken to a secure shopping cart to pay and confirm your booking. Once payment has been processed you will receive your welcome pack by email. If you have not received your welcome pack within 15 minutes please check your junk/spam folder.
Book Now - One payment


Etc Venues, Garfield House, 86 Edgware Road, London W2 2EA

Time & Date

15th October, 2020
9:15 AM - 4:00 PM

What to expect

Horton Consulting’s unique LIVE courses give you the skills you need through a series of staged role-plays – delivered by Laura Horton and Michael Bentley.

Delegates will be expected to sit back, listen and take notes.

RECEPTION LIVE is a communication based workshop (with staged live role plays) from Laura and Michael, who demonstrate exactly how the words we use and the way we portray ourselves can either win a patient over or send them somewhere else!

Laura and Michael have years of experience communicating with patients, and will show you the good, the bad and the ugly sides of communication on the front desk.

You will leave armed with verbal skills to ensure your communication can be the best it can be, guaranteeing that your patients become raving fans.

And many more situations that are relevant to the front desk – we even have dealing with smelly patients on our list!

Laura and Michael deliver over 60 plays in one day!

This course only runs once per year – book early to avoid disappointment!


Laura Horton

Laura has worked in dentistry for over 20 years, has over 13 years’ experience in practice management and 14 years’ experience working as a Treatment Coordinator. Laura has an unrivalled passion and enthusiasm for business and team development. For more information click about us!

Michael Bentley

Michael has worked for Horton Consulting since 2012 and has over 20 years’ experience as a Practice Manager and 12 years’ experience working as a Treatment Coordinator. For more information click about us!


Etc Venues, Garfield House, 86 Edgware Road, London W2 2EA

etc.venues Marble Arch is located on Edgware Road in the heart of the West End.

By Underground, Central line to Marble Arch Station
When you exit the station, turn right on to Oxford Street and then second right on to Edgware Road. etc.venues Marble Arch is in Garfield House, on the right hand side next to the Tescos.

By Train
Paddington Station is approximately 20 minutes walk. Use the Praed Street exit and turn left on to Praed Street and continue until you walk on to Edgware Road. Turn right onto Edgware Road and continue towards Marble Arch. etc.venues Marble Arch is at the other end of Edgware Road on the left. Alternatively bus routes 36 or 436 go from outside Paddington Station on Praed Street and on to Edgware Road and takes approximately 10 minutes to Marble Arch.

By Bus
etc.venues Marble Arch sits on many bus routes including 7, 10, 73, 98, 137, 390, 6, 23, 94, 159, 30, 94, 113, 159, 274, 2, 16, 36, 74, 82, 148, 414, 436.

There is a NCP car park situated within close proximity to Marble Arch – visit for more details.

By London Cycle Scheme
The nearest “Boris Bike” docking station is on Edgware Road / Marble Arch.


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