2025 eTalk #7 - Handling patients with preconceived ideas: A guide for Allied Health providers

What do you do when a patient pushes back on your treatment plan? When they say, “I don’t have time,” “It’s too expensive,” or “I’ve already tried that” — do you freeze, justify, over-explain...or take it personally?

In this honest and practical training, I share the model I wish I’d had early in my career — a flexible, clinician-friendly framework for navigating patient objections with confidence and curiosity (not defensiveness or frustration.

Drawing on 30+ years in practice, plus advanced communication training in NLP, Motivational Interviewing, and Clean Language, this video will help you:

• Understand what objections really mean (it’s rarely what you think)
• Stay grounded in difficult moments — instead of going into ‘fix-it’ mode
• Use labelling, reflections, and “what else” questions to uncover the real concern
• Handle cost, time, and scepticism with clarity and compassion
• Avoid the “counterfeit yes” that leads to no-shows, dropouts, and frustration

I'll also walk you through my C.L.E.A.N. model — a simple but powerful tool to shift from resistance to collaboration in any tough conversation.

Whether you’re a new grad or a seasoned clinician, if you’ve ever struggled with patient objections, this training is for you.

Presenter

Annette Tonkin, MACP, has over 30 years experience in private practice. She started her career as a junior physiotherapist in one of the first Sports Medicine Clinics in Australia and went on to become a partner in that practice before deciding to go out on her own. She went on to start up 3 more clinics whilst being heavily involved providing physiotherapy for sports teams at state and international level. She worked with the Australian Women’s Cricket Team 1986 – 1989 and the Australian Women’s Basketball Team 2001- 2004. She worked at two World Championships in different sports and the 2004 Athens Olympic Games. After finishing working with sports teams in 2004, Annette started a physiotherapy practice in the Adelaide Hills where she incorporated fitness training with the usual clinical skills. By doing this she was able to interact with the patients on an emotional level to help them overcome fears and self defeating habits that often prevented them from achieving the recovery outcomes that were possible.

Since finishing work as a clinician due to arthritis in her thumbs, Annette has spent the last 5 years studying Neuro Linguistic Programming, Neuroplasticity and the mind/brain connection. She has developed a special interest in how communication, both verbal and non verbal has a significant effect on how patients respond to physiotherapists and the advice that is given.

CPD Hours

0.5 hour