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Let’s face it: running a dental practice is more than just clinical expertise and patient care. As a clinical owner, you wear many hats—dentist, business leader, counsellor, and, on occasion, referee.
When team dynamics get tricky, it’s like a molar extraction without anesthesia: messy, uncomfortable, and best avoided if possible.
Enter the golden rule of managing difficult team members: Confront, Compromise, or Capitulate.
Think of it as the Swiss Army knife of conflict resolution. Not every problem can be fixed with a blanket approach, but with a bit of humour and a lot of patience, you can navigate even the trickiest situations.
1. Confront: The Decisive Bit
Sometimes, you’ve just got to take the direct route. Imagine one of your team members—let’s call her Sally—has been turning up late consistently. Patients are waiting, the schedule’s in chaos, and the team tension is palpable.
How to Confront (Respectfully):
Step 1: Schedule a private conversation. The staff room isn’t the place for this unless you’re auditioning for a soap opera.
Step 2: Be clear and direct. “Sally, do I have permission to have a direct conversation with you? My perception is that you’ve been arriving late recently. I'd like to explain how that's making me feel. It’s impacting the team and our patients and making me anxious for you and for the business. What’s going on?”
Step 3: Listen. Really listen. Sally might be juggling challenges you’re unaware of, or she might just need a reminder of the standards expected.
Confronting isn’t about being harsh; it’s about setting boundaries and showing leadership. Done respectfully, it can lead to positive change—and fewer mornings spent frantically rearranging the diary.
2. Compromise: Finding the Middle Ground
Not every issue needs a full-on confrontation. Sometimes, compromise is the smarter path. Let’s take our next imaginary team member—Jack. Jack prefers to use his method for sterilising instruments, despite your practice's protocols.
How to Compromise (Without Losing Authority):
Step 1: Acknowledge Jack’s concerns. “I can see you’re comfortable with your process. Can we discuss why we have the current protocol and where you think it’s falling short?”
Step 2: Collaborate. “Let’s find a way to incorporate your ideas while maintaining compliance with regulations.”
Step 3: Define clear steps. “Jack, moving forward, here’s what we’ll do: X from the standard protocol, Y from your approach.”
Compromise doesn’t mean losing control. It’s about valuing input and fostering teamwork—plus, Jack gets the satisfaction of knowing his voice matters.
3. Capitulate: Knowing When to "Let It Go"
Every dental practice has a quirky team member who thinks they’re always right. Maybe it’s Brenda, the receptionist, who insists her lucky pen holder must stay on the reception desk, even though it’s... questionable decor.
How to Capitulate (Strategically):
Step 1: Assess the stakes. Does this really matter? Is it affecting patients or workflow?
Step 2: Laugh it off. Humour can be your best friend. “Brenda, your lucky pen holder has become part of the team at this point.”
Step 3: Choose your battles. If Brenda’s quirkiness isn’t hurting anyone, why waste energy fixing it? Save your efforts for the bigger fish—like ensuring everyone actually takes their lunch break.
Sometimes, capitulating isn’t about giving up; it’s about preserving harmony and keeping the peace. Brenda gets her pen holder, and you get a stress-free day.
Final Thoughts: Balancing Respect and Results
Managing a dental team is like managing a mouth—it’s a complex system where every part plays a role. Confrontation, compromise, and capitulation are tools you can use to keep the practice running smoothly while maintaining morale.
The key is to approach every situation with respect, clarity, and a bit of humour. After all, a happy team is a productive team—and a productive team means fewer headaches for you.
And remember, just like patient care, managing people is an art and a science. When in doubt, take a breath, polish your "beacon of light" crown, and ask yourself: Is this a Confront, Compromise, or Capitulate situation?
(And if it’s none of the above, it might just be time for a team coffee and a good laugh.)
Hope that helps.
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