In dental practices nationwide, one skill separates thriving teams from those stuck in frustration: the ability to have difficult conversations swiftly and effectively. Leadership isn’t about avoiding conflict, it’s about facing it with clarity, empathy, and a desire to move forward.
The Buffalo Principle: Face the Storm
Leaders in dentistry can take a cue from the buffalo. Unlike cows that run from an oncoming storm, only prolonging their time in discomfort, buffalo turn and charge straight through. As a result, they endure the storm for far less time.
This powerful metaphor applies directly to team communication. Avoiding an uncomfortable conversation only drags out resentment, tension, and inefficiencies. Facing it head-on shortens the duration of friction and leads to a stronger, more unified practice.
Why Avoidance Erodes Trust
Avoiding hard conversations may feel easier in the moment, but it undermines long-term leadership. According to Patrick Lencioni’s Five Dysfunctions of a Team, trust and vulnerability are foundational. Teams that lack open dialogue never reach true commitment or results.
When team members feel heard, even in conflict, they’re more likely to engage, grow, and stay aligned with practice goals.
A Proven 3-Step Framework for Leaders
1. Prepare with Facts and Intentions
Avoid assumptions. Bring clear metrics and examples to the conversation. For instance, if a hygienist isn’t hitting three times their pay, show specific data: open appointment time, dollar per procedure, and procedure mix. Objectivity removes defensiveness.
2. Communicate Clearly and Empathetically
Avoid labeling people; focus on behaviors. Use phrases like “Help me understand…” or “I’ve noticed…” to express curiosity instead of blame. Clear is kind. State the concern directly and pivot quickly toward resolution.
3. Follow Up with Accountability
Great conversations don’t end when the meeting ends. Send a follow-up recap of the agreed solution, timelines, and commitments. This reduces miscommunication and reinforces mutual responsibility.
When This Is Applied, Results Follow
Practices that adopt this approach report dramatic culture shifts: faster resolutions, reduced resentment, and more consistent team alignment. Leadership teams become more courageous, and trust becomes the default.
Even outside the office, this skill impacts personal lives. Teams that commit to “going into the storm” become resilient not just in dentistry, but in life.
Empower Leadership to Embrace the Storm
This isn’t about confrontation. It’s about clarity, respect, and building a culture of continuous improvement. Difficult conversations are the doorway to deeper connection, better outcomes, and a stronger dental business.
For offices that need support, the Dental A Team provides live coaching and frameworks to implement this system across doctor, team, and leadership levels.
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Last updated: August 2025
Written by Jacintha Ham, Dental A Team