Beyond the Drill:
Elevating Dental Success Through Communication & Care
A one‑day masterclass in case acceptance, and practice growth.
RACV Club, Melbourne – 16 May 2026
Dr Mark Hassed
Have you ever said:
“My dentistry is great… so why aren’t my patients saying yes?”
If that feels familiar, it’s not your clinical skill — it’s the communication gap no one ever taught you to bridge.
At this seminar, you’ll learn how to communicate clearly and confidently so case acceptance rises and your income increases without longer hours. You will finally get to do the kind of dentistry you were trained for — work that is deeply professionally rewarding.
Developed from decades of real‑world daily clinical experience, this seminar gives you practical communication skills you can start using the very next day to improve your satisfaction and your practice’s financial performance.
Step into the version of dentistry you’ve always wanted to practice.
Plus, appearing on the same program, learn how to elevate your patient experience with Dr David Moffet.
Dr Moffet will show you how small, intentional improvements in service can turn routine appointments into memorable experiences that increase referrals, retention, and patient loyalty.
His strategies help you create a practice environment that feels better for patients — and more profitable for you.
What You’ll Learn on the Day
From Dr Mark Hassed — How to Communicate Clearly, Calmly, and Confidently to Increase Case Acceptance
You’ll learn a practical, repeatable communication system that makes case acceptance predictable, reduces stress, and helps patients say “yes” with confidence. These are the skills that lead directly to higher production, fewer misunderstandings, and a smoother, more profitable day.
Here’s some of what Mark will teach you:
The ideal sequence for presenting any case
How to get immediate rapport with any patient
A rock‑solid checklist for explaining treatment clearly
How to say things in ways patients understand instantly
How to make patients aware of the seriousness of their problems
Why pressuring patients is ineffective — and dangerous
Exactly how many treatment options to offer
How to present expensive treatment without alienating patients
How to make complex case discussions stress‑free
The 23 case acceptance errors dentists make — and how to avoid them
How to present major cases in two minutes and get acceptance
How and when to transfer risk so you’re not left holding the bag
How and when to present the fee
How to avoid painful rejection and confrontation
How to keep patients in your practice — and not lose them to the dentist down the street
Why discounting is harmful — and how to avoid it
And much more…
From Dr David Moffet — How to Create a Patient Experience That Drives Loyalty, Referrals, and Practice Growth
You’ll learn the exact words, phrases, and service principles that turn everyday appointments into memorable experiences — the kind that keep patients loyal, reduce cancellations, and dramatically increase referrals. These are the small, intentional behaviours that make a big financial difference.
Here’s some of what David will teach you:
The first thing to say to every new patient who presents with a “specific tooth” problem
How to make patients feel in control while you confidently guide the appointment
The three words that transform interactions from the front desk to the treatment room
What to say to ensure patients keep their next appointment
Paul Keating’s lesson that helped David stop discounting
The four words that instantly make patients like you more
George Costanza’s lesson that helped David grow his practice 2833%
The three essential things your receptionist must say when patients call to cancel
Why rules and signs damage trust — and what to do instead
Whether your receptionist needs dental assisting experience (and why)
The Purple Cow “Wow” principles that make your practice unforgettable
The three types of discount — and which ones you should never give
And much more…
Have you ever faced any of these problems?
Dr Mark Hassed — Communication & Case Acceptance Challenges
If you’ve ever felt stressed, stuck, or unsure during case discussions, you’re not alone. Mark will show you how to overcome problems like:
Patients saying “I’ll think about it,” leading to confusion, follow‑ups, and lost production
Feeling anxious before a case presentation and wanting to hide in the lab
Under‑diagnosing because you’re worried about the patient’s reaction
Taking too long with explanations, blowing out your schedule and overheads
Sitting in front of a patient and not knowing what to say next
Feeling uncomfortable presenting large fees
Getting bogged down by endless patient questions
Losing patients to the dentist down the street despite doing your best
These communication challenges directly affect case acceptance, daily stress, and your financial success. Mark will show you how to fix them with clarity, confidence, and calm authority.
Dr David Moffet — Patient Experience & Practice Flow Challenges
If you’ve ever felt frustrated by unpredictable days, inconsistent patient behaviour, or a practice that isn’t running as smoothly or profitably as it should, you’re not alone. David will show you how to fix problems like:
Struggling to get patients into your appointment book when you need them
Patients cancelling, rescheduling, or disappearing — and your “standby list” doing nothing to help
Feeling pressured to discount because you’re afraid of losing the patient
Being told your fees are “too high” even though you’re nowhere near the most expensive dentist in town
Patients not keeping appointments, not rebooking, or slipping through the cracks
Team members unintentionally saying things that damage trust
Feeling like you’re constantly chasing your lab or running behind
These issues cost practices thousands every year — in lost appointments, lost patients, and lost confidence. David will show you how to fix them quickly and permanently.
This seminar isn’t just about fixing problems or improving your finances.
It’s about creating a calmer, more enjoyable, more predictable life in dentistry.
Imagine walking into your practice each morning feeling confident, clear, and in control — knowing your day will run smoothly, your patients will say yes with ease, and your team will support you without drama or confusion.
Imagine doing high‑quality dentistry for patients who trust you, appreciate you, and follow through — without pressure, awkward conversations, or endless chasing.
Imagine a practice that feels lighter, more organised, and more profitable… not because you’re working harder, but because everything finally makes sense.
A Behind‑the‑Scenes Conversation About Why We Created This Seminar
In this relaxed, honest interview, David and Mark talk openly about the real‑world challenges dentists face every day — from difficult case discussions to unpredictable patient behaviour — and why communication and patient experience matter more now than ever.
You’ll hear the stories, insights, and turning points that led them to combine their 70+ years of private‑practice experience into a single, practical training day. It’s a candid look at what really makes dentistry easier, smoother, and more financially rewarding — and what you can expect to take away from the seminar.
Frequently Asked Questions
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Yes — in fact, new graduates often benefit the most. Communication is the skill that makes your early years easier, smoother, and far less stressful. You’ll learn practical, real‑world tools you can use immediately, even if you’re only a few months into practice.
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Absolutely. Experienced clinicians regularly tell us they wish they’d learned these communication and patient‑experience systems decades earlier. These tools make your days calmer, your conversations clearer, and your practice more predictable — no matter how long you’ve been in dentistry.
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Not at all. Receptionists, treatment coordinators, and clinical staff will all benefit from the communication and patient‑experience frameworks taught on the day. A practice works best when everyone communicates consistently.
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This is 100% practical, real‑world content. Between us, David and I have over 70 years of chairside experience. Everything we teach is something we used daily with real patients — not theory, not guesswork, not abstract communication psychology.
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You’ll get some — but more importantly, you’ll get structures and checklists you can adapt to your own style. You won’t be memorising lines. You’ll be learning how to communicate clearly, confidently, and naturally.
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Yes. Clear communication and a strong patient experience are the two biggest drivers of acceptance and retention. When patients understand, trust, and feel cared for, they say yes more often — and they show up.
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Professional development is normally tax‑deductible, but if you have any doubts, check with your accountant.
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Perfect — this seminar is designed for you. You don’t need to be charismatic or outgoing. You just need a simple, reliable communication structure that makes every conversation easier. That’s exactly what you’ll learn.
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Yes. I’ve run both a family‑focused practice and a high‑end practice, and David has worked with practices of every size and style. The principles you’ll learn apply universally — because people are people.
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Absolutely — and some practice owners do. When the whole team communicates consistently, the patient experience becomes smoother, clearer, and more predictable.
Who This Seminar Is Not For
❌ Dentists looking for clinical training
We won’t be teaching crown preps, endo techniques, or restorative protocols. This day is about communication and patient experience — the skills that make the clinical side easier, smoother, and more profitable.
❌ People who want theory instead of practical tools
If you prefer abstract models, academic frameworks, or communication psychology without real‑world application, this isn’t the right seminar. Everything we teach has been tested daily with real patients.
❌ Dentists who believe communication “can’t be taught”
If you think communication is purely instinctive or personality‑based, this day won’t resonate. We believe — and have proven — that communication is a learnable skill that transforms your confidence, your case acceptance, and your income.
❌ Practices that don’t want to change how they communicate
If you’re satisfied with your current acceptance rates, patient experience, and daily flow, you may not need this seminar. This day is for people who want to improve, grow, and create a calmer, more profitable practice.
❌ People looking for a quick motivational talk
This is not a feel‑good pep session. It’s a structured, practical, career‑changing training day built on 70+ years of real‑world experience — designed to give you tools you can use the very next morning.
Dentistry is easier when patients understand you, trust you, and follow through. Your days are calmer. Your conversations are clearer. Your practice grows — not because you’re working harder, but because everything finally makes sense.
That’s what this seminar is about. Not hype. Not theory. Not scripts.
Just practical, real‑world communication and patient‑experience skills that make your professional life smoother, more enjoyable, and more financially rewarding.
If you’re ready for a practice that feels lighter, more predictable, and more profitable — this day will change the way you work.