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:

• Download the Patient Communication Cheat Sheet

• Mic-Drop One-Liners for Verbally Abusive Patients

• Team Discussion Guide for this Episode

📅 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 [email protected] or visit www.bradygroupllc.com to learn more.