Resolve Dental Consultancy

Difficult Conversations Guide 2026

Name: Difficult Conversations Guide 2026
Brand: Resolve Dental Consultancy
Price: 49.00 AUD
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$49.00 AUD

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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

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Changed how I approach hard conversations with staff

I used to dread difficult conversations — performance issues, attitude problems, personal hygiene concerns. This guide gave me a framework and the actual language to use. The preparation checklist, the conversation structure, and the follow-up process have made these conversations much less stressful and much more productive. I've used it four times in the past two months.

Helped me handle the hardest conversation of my career

I had a long-serving team member whose performance had deteriorated significantly and I'd been avoiding the conversation for months. This guide gave me the framework, the language, and the confidence to have it properly. The conversation was difficult but it went well — we agreed on a clear improvement plan and the team member's performance has improved. I don't think I could have managed it as well without this guide.

The scripts are genuinely helpful

The example scripts in this guide are the most useful part. They show you exactly how to open a difficult conversation, how to state the issue clearly, how to listen, and how to agree on a way forward. The language is respectful and professional without being soft. I've adapted several of them for real situations and they've worked well.

Recommended to every PM I know

I've recommended this guide to four other practice managers since buying it. Difficult conversations are the part of the PM role that most people find hardest and this guide addresses them in a way that's practical, empathetic, and genuinely useful. The framework works for performance issues, interpersonal conflicts, and personal matters. Essential reading.

The preparation checklist is worth the price alone

The preparation checklist in this guide is something I now use before every difficult conversation. It helps me clarify the issue, gather the relevant facts, think about the other person's perspective, and plan how to open the conversation. Going in prepared makes an enormous difference to how these conversations go. Highly recommend.

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Difficult Conversations Guide 2026

Difficult Conversations Guide 2026

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