After 46 years in dentistry, I have come to believe that conflict prevention is even more important than conflict resolution

While lectures and seminars on resolving complaints are valuable, much of the stress and difficulty in clinical practice can be avoided altogether through a proactive, patient-focused approach.

This article outlines key principles that help reduce conflict in everyday dental practice – especially for younger dentists still navigating their early years.

The foundations of a harmonious practice

Success in dentistry hinges on three interconnected pillars:

• Technical skill, which improves with deliberate practice.
•  Lifelong learning, to keep pace with evolving techniques and standards.
•  Trust and communication, which are essential in managing expectations.

Let’s explore these further.

1 Know your limits

With experience, your hands will become more skilled, but what matters most is knowing the limits of those skills. Recognising when a case exceeds your capabilities and referring appropriately is not a weakness; it is professionalism. It also prevents stress and potential complaints.

2 Stay current

The pace of change in dentistry has been extraordinary. Without continuing professional development (CPD), it is easy to fall behind. I have encountered dentists who, through no ill intent, use techniques long outdated.

Throughout my career, I made CPD a priority; attending courses across Europe and the US, developing special interests in restorative and implant dentistry. The knowledge gained allowed me to confidently place and restore hundreds of implants. More importantly, it kept my care relevant, evidence-based and safe.

3 Communication and emotional intelligence

Dentistry is about people as much as it is about teeth. Success depends on how well we connect with our patients, manage their emotions and set realistic expectations.

One of the most influential books I read was Emotional Intelligence by Daniel Goleman. His five key competencies – self-awareness, self-regulation, empathy, motivation and social skills – are all vital for patient care. A line that stuck with me was: “When you’re managing patients, you’re managing emotions. But the most important emotions to manage are your own.”

From first visit to final follow-up

Your relationship with a patient begins at the first appointment. That short encounter sets the tone. Two patients with identical dental needs may require entirely different treatment plans – based not only on clinical factors but also on preferences, finances and previous experiences.

Explaining treatment options in clear, non-technical language helps patients make informed decisions. It also reduces the risk of dissatisfaction. Consent should never be rushed. For significant treatment, I always reviewed consent forms chairside with the patient.

Patients also need to understand the limits of treatment and the risks – restorations have a life span.

Planning for the long term

After complex treatment, patients often leave delighted. But I always scheduled a follow-up visit, which served several purposes:

•  Reinforce aftercare advice.
•  Reframe expectations from short-term success to long-term maintenance.
•  Discuss what might go wrong – and how easily it can be managed.

For example, if an implant crown loosens years later, it should be no surprise. I designed restorations with maintenance in mind, using screw access holes where possible or temporary cements to allow for retrievability.

Handling problems when they arise

Even with the best care, complications occur. When they do, honesty is essential. Stop, assess and inform the patient. Thankfully, dentistry is rarely a life-or-death matter – there is almost always a solution. What patients remember is how you handled the problem.

In the few cases where issues arose, Dental Protection provided excellent support. Taking early responsibility and communicating openly goes a long way in preserving trust.

Final thoughts

Most dental ‘failures’ are not clinical but communication failures. Patients were not adequately informed of the natural wear and tear, or of risks that were entirely foreseeable.

By combining technical proficiency, up-to-date knowledge, emotional intelligence and clear communication, conflict becomes far less likely. These are not soft skills – they are core clinical competencies.

Never underestimate the value of empathy, transparency and preparation. A great dentist does more than deliver treatment. They build relationships and trust.

Words: Dr Brendan Flanagan, BDS, NUI, MGDS, RCSI (Retired)

Resources

Here are some books and resources related to this subject which you may find interesting:

Emotional Intelligence by Daniel Goleman

A foundational work exploring how understanding and managing emotions can improve personal and professional relationships, including those in healthcare settings.

The Fearful Dental Patient: A Guide to Understanding and Managing edited by Arthur A. Weiner

An essential guide tailored for dental professionals to better understand and care for anxious or fearful patients.

Tools such as the Communication Assessment Tool (CAT) can also be used to assess interpersonal communication from the patient’s perspective, helping to identify areas for improved trust and understanding in the dental setting.

Tags: communication, Conflict, prevention, skill, Stress, techincal, treatment