Once the conversation begins, emotions may run high. Managing these emotions is essential to keeping the discussion focussed and productive. “It’s easy to get defensive in these moments,” says Dr. Metcalfe. Recognizing when emotions are escalating and taking a moment to pause can prevent the situation from spiralling. Remaining calm and neutral creates an environment where both parties feel safe to express their perspectives. clearly defined, including specific goals and timelines. If no resolution has been found, scheduling a follow-up meeting demonstrates a commitment to continuing the dialogue and finding a path forward. Even with careful preparation, difficult conversations may go awry if certain pitfalls are not avoided. One common mistake is entering discussions with preconceived notions about how the other person will respond. Dr. Metcalfe advises dentists to approach each conversation with an open mind, free from assumptions. “Every difficult conversation is going to be slightly different. You are allowed to start from zero every single time,” she says. The Importance of Active Listening and Empathy Effective communication is a twoway process. While it’s important to articulate your concerns, listening to the other person’s perspective is equally vital. Dr. Metcalfe encourages dental professionals to approach these conversations with curiosity and openness. “You might find that what you imagined was happening isn’t actually the case,” she says. Active listening allows both parties to discover the root cause of issues and move toward mutual understanding. Empathy and respect are also critical to creating a constructive dialogue. Dr. Metcalfe highlights the importance of considering the tone, language and timing of the conversation. Respectful communication helps build trust and lays the foundation for collaborative problem-solving. Fostering a Culture of Open Communication For difficult conversations to result in meaningful change, follow-up is essential. During performance evaluations or similar discussions, it’s important to outline specific goals and provide a realistic timeline for achieving them. Dr. Metcalfe emphasizes the importance of these followups, explaining that clear expectations and accountability are critical to achieving lasting results. “If someone isn’t meeting expectations after multiple check-ins, and you have clearly stated what the improvement goals are, then a conversation about termination may need to happen, which in itself is another difficult conversation,” she says. While these decisions can be challenging, they are essential for maintaining a strong and cohesive team, especially with the current state of the dental workforce. Difficult conversations are not just about resolving individual issues—they are also opportunities to build a stronger workplace culture. When handled effectively, these interactions can enhance trust, improve team dynamics, and create an environment where everyone feels valued and heard. If difficult conversations are an unavoidable part of leadership in the dental profession, they don’t need to be a source of dread. Adopting a proactive approach, leveraging structured frameworks, and demonstrating empathy and respect, can help dentists navigate these interactions with confidence and professionalism. “These conversations may be hard, but they are necessary to build trust, foster collaboration, and drive meaningful progress,” says Dr. Metcalfe A Structured Approach to Difficult Conversations To navigate these interactions effectively, Dr. Metcalfe recommends a structured framework that ensures discussions remain focused and productive. Conversations should begin with a clear acknowledgment of the issue and an invitation for open dialogue. Both parties should have the opportunity to share their perspectives, fostering a mutual understanding of the problem at hand. Once perspectives have been shared, the focus shifts to exploring potential solutions. Collaboration is crucial at this stage. Asking open-ended questions such as, “Why is this important to you?” or “How can we address this together?” encourages creative problem-solving. “Problemsolving doesn’t mean you’ll have an answer right away,” Dr. Metcalfe emphasizes. “Sometimes, you’ll need to have a second conversation to get resolution of the issues.” Finally, the conversation should conclude with a review of the key points discussed and a clear outline of next steps. If an agreement has been reached, expectations should be Dr. Metcalfe discusses difficult conversations in the dental office on CDA Oasis: bit.ly/4ks3Bna 31 Issue 3 | 2025 | Supporting Your Practice
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