Do you freeze at the front desk? Strategies for front desk staff

What do you reach for when things get tense?

In this episode, Denzil opens up about what happens when pressure hits, like a tough phone call or a frustrated patient, and her brain suddenly goes blank. (Been there?)

She reflects on a conversation with her colleague Meghan Menzel, Jane App’s Training Lead and a longtime clinic front desk pro, about the high-stress moments that come with the job — and how to find your footing when your nervous system is spinning.

Denzil shares some thoughts on:

• Why pressure-cooker moments are just part of the front desk reality
• The L.E.A.P. model: a simple rhythm for responding to tough interactions
• Go-to phrases you can keep in your back pocket (no perfect script needed)
• How tone, pace, and presence can often say more than the actual words

It’s an honest, practical listen for anyone who’s ever felt frozen in a tricky moment and wants to feel a little steadier next time.

Have a favourite phrase or approach that helps when things get tense? We’d love to hear it. Drop us a line at [email protected].

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