In this exclusive feature ahead of her talks at the British Dental Conference & Dentistry Show (BDCDS) on 16th and 17th May, Lisa Bainham discusses the complex role of practice managers today and how managing challenging conversations with confidence and sensitivity can lead to a win-win for all. 

The job of a practice manager in dentistry is incredibly complex, often defying a one-size-fits-all job description. The duties can vary widely depending on the size of the practice and the expectations of the owners. In many cases, practice managers transition from clinical roles, such as dental nurses, and are suddenly expected to juggle responsibilities that span human resources, accounting, marketing, compliance, and business management - fields that typically require specialised education. This wide scope of tasks means that practice managers must constantly learn on the job, adapting quickly to new challenges. 

For some, the role is more focused on day-to-day management, such as overseeing rotas, holidays, and stock control, while for others it involves higher-level business development, such as managing profitability, projections, and growth strategies. Effective delegation plays a crucial part in managing the workload, allowing practice managers to focus on key priorities like marketing and business growth, rather than routine administrative tasks. 

The role has evolved significantly, with many managers now taking on a more strategic, business-focused approach, balancing both operational management and financial oversight. It’s a highly rewarding yet challenging position that requires continuous learning and a broad range of expertise.  

Building strong communication skills  

Effective communication is at the heart of a well-run dental practice. Practice managers must navigate interactions between patients, the team, and the practice owners - ensuring smooth operations and fostering positive relationships. Strong communication skills help to prevent misunderstandings, reduce staff turnover, and create a more cohesive team environment. 

Managing challenging conversations is a key part of this role. Whether addressing underperformance, handling complaints, or discussing sensitive topics with patients, practice managers need to approach these discussions with confidence and clarity. A well-structured conversation can prevent minor issues from escalating and help maintain a supportive and professional workplace culture.

Developing emotional intelligence  

Beyond communication skills, emotional intelligence plays a crucial role in handling interpersonal interactions effectively. It’s not just about what is said, but how it is said - through tone, body language, and the ability to read and respond to emotions. 

A practice manager must be able to assess the emotional dynamics within the team and adapt their approach accordingly. This is particularly important when managing nervous patients or addressing staff concerns. Understanding different communication styles and responding with empathy can significantly improve team morale and patient satisfaction. 

Training in these areas can help managers and staff improve their communication skills and build stronger relationships within the practice. A high level of emotional intelligence allows practice managers to create a supportive environment where difficult conversations lead to constructive outcomes rather than conflict. By fostering self-awareness and empathy, practice managers can strengthen workplace relationships and enhance overall team performance. 

Achieving rapport with patients   

Building rapport with patients is one area that is often overlooked in dentistry. Many dental professionals understand the value of establishing a connection with patients but underestimate the importance of developing rapport within a critical window of opportunity. For example, when a nervous patient enters the practice, a dentist may only have around 10 seconds to convey trust and confidence. In that moment, effective rapport-building can transform a patient’s experience, turning them into a loyal advocate who leaves positive reviews and returns for future visits. 

Understanding a patient’s unique communication style and adjusting your approach accordingly can make a profound difference. While it may seem simple, it can be incredibly effective. Once team members begin to recognise their own communication strengths and weaknesses, and understand the preferences of patients, the process becomes much easier and more intuitive.  

Looking ahead  

At the upcoming British Dental Conference & Dentistry Show, Lisa will share valuable insights on mastering challenging conversations and confidently handling complaints, reviews, and feedback. She will reveal proven strategies that support practice managers and benefit other dental professionals, while emphasising the importance of maintaining grace and professionalism in the workplace. 

During her two sessions, delegates will have the opportunity to explore the challenges they face in practice and reflect on their own communication styles in an engaging and interactive way. In a fast-paced, high-pressure environment, Lisa will highlight simple yet effective changes and transferable skills that can be easily implemented to improve communication and enhance overall practice dynamics.