Most dentists dread difficult conversations — but avoiding them doesn’t remove conflict, it drives it underground where it festers. The fix is a simple reframe (from confrontation to collaboration) and a repeatable framework: Situation–Behavior–Impact. Here’s how to address issues directly without triggering defensiveness.
What is the SBI method?
SBI keeps feedback on observable facts instead of character judgments, which is what prevents defensiveness. Situation: the specific context. Behavior: what you actually observed, without guessing motives. Impact: the effect on patients, the team, or operations.
What does it sound like?
Why does psychological safety matter here?
A hard conversation succeeds or fails based on the trust you built beforehand. When people know you’re genuinely invested in their success — because you admit your own mistakes and handle feedback fairly — they receive tough feedback with curiosity instead of defensiveness.
What happens after the conversation?
The most important part is the follow-up. Check in on progress, provide the support or training that surfaced, and fix root causes — many “performance problems” are really unclear expectations or missing systems. Following through builds credibility and prevents repeats.
Frequently asked questions
Stick to observable facts (the SBI method): describe the situation and the specific behavior, explain its impact, and invite collaboration. Avoid words like “always,” “never,” and any judgment of character or motive.
Use the same SBI approach with extra finesse — it’s a peer relationship. Frame it as a mutual concern about shared goals, give specific examples rather than general criticism, and ask for their perspective.
Executive Coach · Director of Coaching & Consulting · Certified Professional Coach (CPC) · Energy Leadership Index Master Practitioner (ELI-MP)
Jeff Rutland is Dental Wealth Partners’ Director of Coaching & Consulting and an executive coach for dentists and practice owners. A Certified Professional Coach and Energy Leadership Index Master Practitioner (ELI-MP), he holds a post-graduate certificate in organizational leadership from the University of Mississippi School of Business. With decades in leadership development — including twenty years leading global training and development — Jeff helps owner-dentists lead their teams, build a culture people don’t want to leave, have the hard conversations, and get out of the bottleneck so the practice can grow beyond them.
Keep reading
- How to build a positive dental practice cultureCulture isn’t a poster or a mission statement — it’s what you tolerate. How to audit your culture and shape it on purpose.
- How to motivate your dental team (commitment vs. compliance)Compliance means people do what they’re told. Commitment means they believe in it. Here’s how to build genuine engagement in a dental practice.
- How to lead a dental practice: a dentist’s guide to leadershipYour clinical skill got you started; leadership determines how far the practice goes. Seven principles for leading a dental team that performs — and stays.