The Power of the Question... How to Move Your Patients from Denial to Action.

Mary Osborne , The Power of the Question... How to Move Your Patients from Denial to Action.
Speaker: Mary Osborne
CE Credits: 1.5
Format: MP4 Video
This course will help participants become more effective communicators by learning to follow up on difficult questions and comments from patients. You will learn how to check out assumptions; ask clar...more
  • 4.0 (1 Review)
  • Running Time: 1 hour
  • Released: 8/22/2012
  • Expiration Date: 6/30/2025
  • Review Date: 6/30/2022
CE Details
Credit Details
This electronically delivered self-instructional program is designated for 1.5 hours of CE credit by Farran Media.

The fee to view this course is $36. This cost includes the fee to take the exam and claim your CE credits.

In spite of our best efforts to educate patients about the need for dental care, many patients delay and avoid treatment that we know can help them. We struggle to understand what gets in their way, and how to motivate them to take action. We sometimes get tired of being seen as the person with the bad news, rather than someone who is there to help them.

The process of making choices about health is complex, but it does not have to be a mystery. This course will provide participants with a Six Step Cycle for helping patients make healthy choices. You can help your patients move through this process without using manipulation, or fear, or nagging. You can learn to ask clarifying questions, and give information that connects with the values of each individual.

This course will help you become a better listener in your personal as well as your professional life. It will challenge your assumptions and offer you language that is both authentic and powerful. It will help you develop long term, trusting relationships with your patients. It will allow you to close the gap between what they think they want from you, and what you know you can do for them.

Educational Objectives:
Upon completion of this course, you should be able to:
  • Respond effectively to "challenging" questions and statements
  • Get specific feedback as to how you are heard by your patients
  • Uncover the attitudes, beliefs, and barriers that shape your patients' decision making
  • Pick up the "crumbs" of information patients drop that will help you help them
  • Ask questions that gently guide patients through a process of making choices about their health
Description of Speaker:
Mary Osborne has worked in dentistry for over forty years as a clinical hygienist, patient facilitator, and consultant. She brings to her work enthusiasm, intelligence, humor, and a deep belief in the potential for significant growth through authentic communication. She is known internationally as a consultant, writer, and producer of newsletters and audio programs for Mary H. Osborne, Resources in Seattle, Washington. Her writing is published in national magazines and she has spoken extensively to state and national organizations. Mary is a member of the visiting faculty and serves as a Foundation Advisor to the Pankey Institute.

Mary Osborne declares that neither she nor any member of her family have a financial arrangement or affiliation with any corporate organization offering financial support or grant monies for this continuing dental education program..

CE Reviews


4.0  (1 Review)
 1 person would recommend this course to a friend.
Instructor spoke clearly and was easy to understand
Course material was informative, organized, and up to date
Course objectives were consistent with course as advertised
Fine for entire staff
User: duflicker
Date: 11/14/2012
Instructor spoke clearly and was easy to understand
Course material was informative, organized, and up to date
Course objectives were consistent with course as advertised
Easy to understand. Helpful. Informative.
CE Policies
American Dental Association (ADA), Continuing Education Recognition Program (CERP) provider
Farran Media is an ADA CERP Recognized Provider. ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education. ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry. Concerns or complaints about a CE provider may be directed to the provider or to ADA CERP at For any questions, please contact Nareg Apelian, DMD, Director of Continuing Education at
This activity meets the educational criteria required for verifiable Continuing Professional Development under the General Dental Council Lifelong Learning scheme and represents 1.5 hours of verifiable CPD.

Legal Disclaimer:
The CE provider (Farran Media) uses reasonable care in selecting and providing content that is accurate. The CE provider, however, does not independently verify the content or materials. The CE provider does not represent that the instructional materials are error-free or that the content or materials are comprehensive. Any opinions expressed in the materials are those of the author of the materials and not the CE provider. Completing one or more continuing education courses does not provide sufficient information to qualify the participant as an expert in the field related to the course topic or in any specific technique or procedure. The instructional materials are intended to supplement, but are not a substitute for, the knowledge, expertise, skill and judgment of a trained health care professional.

Continuing education credits issued for completion of online CE courses may not apply toward license renewal in all licensing jurisdictions. It is the responsibility of each registrant to verify the CE requirements of his/her licensing or regulatory agency.

State CE Requirements:
Click Here for CE requirements by state. Please note that this information is current as of the time of listing. This information is subject to change at any time from the state boards. For the most up-to-date information, please contact your state board directly.

Refund Policy
There are no refunds for Online CE courses. Please contact technical support if you run into technical difficulty.

CE Contact
For any questions, please contact Nareg Apelian, DMD, Director of Continuing Education at
To reap the full benefits of this CE course, the presenters (Howie Horrocks and Mark Dilatush) have agreed to create a marketing plan specifically tailored to your practice and your specific market area. Having your marketing plan printed and open while you view the course material, will greatly individualize your learning experience.
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