There are so many moving parts in the dental office that very good systems need to be in place to keep the office running smoothly. But that isn't always the case. While many relationships thrive in the close confines of a dental office, conflicts can sometimes arise. Dental Team Conflict Conflicts amongst team members and with managers often are the leading cause of why many staff end up leaving their jobs. The dentist (or whoever intervenes in the conflict) must represent and protect the needs and interests of any third parties affected by this conflict. The ADA Practical Guide to Creating and Updating an Employee Policy Manual offers information on how to include a staff policy for how to handle difficult patients to your office manual. Conflict indicates that something isn’t working right. It’s a scenario seen countless times in offices throughout the country.
The impact on other employees and on patient service must also be considered. Keep in mind that in a dental office, the two people in conflict are not the only ones affected. They feel stuck and think that the only way to stop the bad feelings is to leave the relationship or find a new job. Use teledentistry options as alternatives to in-office care. In any mediation, whether in a dental office or family situation, parties of the conflict see only their position and anger. Assess the patient’s dental condition and determine whether the patient needs to be seen in the dental setting. These are some of the typical areas of conflict, particularly in a dental office: Misunderstanding — “I thought you MEANT ...” Lack of communication — “I thought you KNEW ...” Controversy — “I thought that was MY JOB/YOUR JOB.” Unfortunately, few things can drag down the office morale faster than a staff dispute.
That's why it's important for dental professionals to have a few conflict resolution strategies in their back pockets to resolve issues before they escalate. Positive changes can occur when the team is focused on finding ways to resolve the problem in the business. Dentists can prevent conflict before it happens by keeping employee morale high and exercising good leadership. Not to mention that, the loss of a staff member can have serious ramifications for your practice. One staff member makes a comment about another that is viewed as a verbal attack. Request that the patient limit the number of visitors accompanying the patient to the dental appointment to … A calm, reassuring tone can sometimes alleviate a tense situation. It could be a remark about a wardrobe selection or physical appearance. It can be easy to lose your temper when a patient is being belligerent, but engaging in conflict is never a good idea.


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