Miscommunication in a dental practice often begins when doctors and team members make assumptions instead of clarifying expectations. In this episode, Kirk Behrendt speaks with Dana Watson, a dental practice educator, consultant, and certified Five Voices of Leadership trainer, about how assumptions create inaccurate stories, unresolved conflict, and inconsistent systems.
You will learn how to establish clearer expectations, build reliable communication rhythms, prepare for difficult conversations, and improve communication with both team members and patients. To reduce assumptions and create greater clarity in your practice, listen to Episode 1079 of The Best Practices Show!
Main Takeaways:
- Team members create inaccurate stories when important information is missing.
- Clear expectations help teams understand and consistently perform the behaviors required in the practice.
- Morning huddles and regular team meetings provide structured opportunities to address communication gaps.
- Leaders build respect when they acknowledge their own communication mistakes.
- Clarifying questions such as “Help me understand” can uncover the facts behind frustration or confusion.
- Important systems, core values, and non-negotiable expectations should be documented in writing.
- Dentists should not assume that patients understand available services, treatment recommendations, or clinical terminology.
Episode Chapters:
00:00 The danger of assumptions in dental practice communication.
01:06 Dana Watson’s background in education and dentistry.
03:05 How missing information causes people to create stories.
05:58 Why communication systems require ongoing attention.
07:35 Dana’s Everyday Excellence non-negotiables.
10:47 Creating intentional opportunities for doctors and teams to reconnect.
12:39 Using “Help me understand” as a clarifying question.
14:13 Expectations, personality differences, and the Five Voices of Leadership.
17:05 Communication rhythms and morning huddles.
19:17 The consequences of leaving conflict unresolved.
21:19 Reinforcing communication through written systems.
23:14 Avoiding assumptions when communicating with patients.
24:32 The Exchange and CollaborCon
27:15 Closing thoughts.
Guest Bio:
Dana is an international speaker, author of Married to Dentistry, and a dedicated advocate for excellence in the dental field. After a decade of teaching high school science, she transitioned to dentistry to help her husband run his practice. With over 20 years of experience, Dana has developed a passion for empowering dental teams to achieve their best. Her speaking journey began in 2006 when she shared insights on Bettering Your Best with an international audience.
Dana says she did not “choose” to go into dentistry, but found it necessary to join her husband’s practice to help it improve. At first, she felt resentful, but she came to love it, and it ignited a great passion for working in the dental field.
Today, Dana inspires teams with her leadership, culture, and systems expertise.
Resources:
More Helpful Links for a Better Practice & a Better Life:
