Difficult Conversations Guide 2026

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A Script-Based Guide for Dental Practice Managers to Have the Conversations That Make or Break a Team Difficult conversations are the most avoided part of the Practice Manager role — and the most important. Avoiding them is not neutral. Every conversation you delay is a problem that grows, a team member who loses respect for the standard, and a team culture that quietly erodes. The Difficult Conversations Guide 2026 is a practical, script-based guide for dental Practice Managers to have the conversations that make or break a team — with real dental practice scenarios, exact language, the Resolve 5-Step Conversation Framework, a language guide, and a documentation template. This guide does not just tell you what to do. It tells you exactly what to say. The guide is structured across 5 parts: Part 1 — The Mindset Behind Difficult Conversations Three mindset shifts that change everything: a difficult conversation is an act of respect, not an attack; your discomfort is not the priority — their development is; and every time poor performance is tolerated, the rest of the team notices. Includes the most important rule in the guide: address issues within 48 hours of observing them — not 48 days. Part 2 — The Resolve 5-Step Conversation Framework A consistent structure for every difficult conversation — performance, conduct, conflict, or feedback: Step 1 — Prepare: Write down the specific behaviour, the impact, the outcome you want, and how they might respond. Have documentation ready. Choose the right time and place. Step 2 — Open: Name what the conversation is about immediately. Includes an exact opening script — "I wanted to have a private conversation with you about something I've been observing. I want to be straightforward with you because I respect you, and I think you deserve honest feedback." Step 3 — Explore: Ask a genuine question and listen. Includes a summarising script and a reminder that genuine listening changes outcomes. Step 4 — Clarify: Be specific about what needs to change and by when. The step most PMs avoid — includes an exact script for the specific ask and the follow-up date. Step 5 — Follow Up: Schedule a follow-up before you leave the conversation. Document immediately. Acknowledge improvement or escalate non-improvement. Part 3 — Ten Real Dental Practice Scenarios Scripts for the ten conversations Practice Managers dread most — each with context, an opening script, and guidance on likely responses: Persistent Lateness — 3+ documented instances; includes the exact script for the commitment conversation Poor Phone Manner — curt, disengaged, or unprofessional; includes a script that leads with empathy, not accusation Performance Not Improving After First Conversation — formal verbal warning territory; includes the escalation script Interpersonal Conflict Between Two Team Members — individual conversations first; includes the "what would need to happen" script Suspected Bullying or Intimidation — legal obligations explained; includes guidance on consulting the Practice Owner before acting and the initial conversation script Resistance to Change — vocal resistance undermining a new system; includes the script for hearing concerns while holding the standard Hygiene or Personal Presentation Issue — the most uncomfortable conversation; includes a compassionate, private script Poor Clinical Documentation — AHPRA compliance risk; includes the script linking documentation to personal medico-legal risk Team Member Going Through a Personal Crisis — a care conversation, not a disciplinary one; includes the "I'm asking because I genuinely care" script and how to address performance alongside support Ending a Probationary Employment — includes a clear caution to seek legal advice before proceeding and a brief, direct, compassionate termination script Part 4 — Language Guide: What to Say and What Not to Say A 10-swap language guide showing exactly which phrases to avoid and what to use instead — covering accusatory language, hearsay language, vague feedback, and closing language. Small word choices that create dramatically different outcomes. Part 5 — After the Conversation A ready-to-use documentation template to complete immediately after every difficult conversation — covering date, team member name, specific behaviour discussed, their response, what was agreed, follow-up date, and next steps if the commitment is not met. Who this is for: Practice Managers who find difficult conversations uncomfortable and want a clear, scripted framework to follow PMs who have been avoiding a conversation they know they need to have Practice Owners who want their PM to lead the team with confidence and consistency Any PM who has ever had a conversation that went sideways because they were not prepared 📄 Format: 18-page editable Microsoft Word document (.docx) — fully customisable with your practice name and PM details ⬇️ Instant digital download — available immediately after purchase 🦷 Built for dental Practice Managers — Fair Work Act aware, AHPRA compliance referenced Show more