AADOM PODcast – From Awkward to Assertive: Handling Tough Talks with Ease
How to Have Tough Conversations (Without Losing Your Mind)
Let’s be honest—being a dental office manager comes with its fair share of challenges, and one of the toughest? Having hard conversations with your team.
You’re juggling a million things, putting out daily fires, and the last thing you want is another awkward sit-down with an employee. Plus, you don’t want to be seen as the “bad guy” or the micromanaging boss that everyone dreads talking to. So, you put it off, hoping the issue will just… work itself out.
But here’s the thing: it won’t. And avoiding these conversations often makes things worse.
Why We Avoid Tough Conversations (And Why That’s a Problem)
We’ve all been there—ignoring little problems because:
- It feels minor. Maybe it’s not that big of a deal compared to past employee nightmares.
- You’re busy. There’s never a “good” time for an awkward conversation.
- You don’t want to seem nitpicky. You want to trust your team, not micromanage them.
- The person is hard to replace. What if they leave?
- You’ve let it go too long. Now, bringing it up feels weird.
Sound familiar? The problem is, the longer you wait, the bigger the issue gets. Bad habits form, tensions rise, and before you know it, what could have been a quick chat turns into a major ordeal. Even patients can pick up on workplace friction, and that’s not the vibe you want in your office.
Worst case? You reach a point where your only option is letting someone go—something that could have been avoided if the issue had been addressed earlier.
Mindset Shift: The More You Do It, The Easier It Gets
The good news? Hard conversations don’t have to be that hard. It’s like anything else—the more you do it, the better (and more confident) you get.
And here’s an encouraging thought: The more your employees get used to receiving feedback, the easier it becomes for them, too. A quick chat about a small issue now saves you from a full-blown, stressful confrontation down the road.
How to Have These Conversations Without the Stress
When it’s time to address an issue, keep these key steps in mind:
1. Have the conversation in private. No one wants to be called out in front of coworkers.
- Facts – Stick to objective facts, not feelings. Example: “You’ve been late three times this month,” instead of “You’re always late.”
- Impact – Explain why it matters. Example: “When you’re late, the rest of the team has to pick up the slack, and it can throw off patient scheduling.”
- Reason – Reinforce that this is doable. Example: “I know you can be on time because you usually are.”
- Request – Be specific. Example: “Starting tomorrow, I need you to be clocked in and ready at your scheduled start time.”
3. Document the conversation. Even if it’s casual, keep a record in case you need it later.
4. Follow up. Check-in with the employee to recognize improvement or reinforce accountability.
Tough Conversations Now = Less Stress Later
Think of unresolved workplace issues like a wrinkled shirt on the floor. It’s not going to smooth itself out—you have to take action. The sooner you do, the easier it is to fix.
And remember: feedback isn’t about criticism. It builds trust. Your team wants to know where they stand, and consistent, fair communication ensures no one is blindsided by a bad review or, worse, a termination.
If handling employee conflicts feels overwhelming, you’re not alone. It’s completely normal to feel uncomfortable—but you can get better at it. Tackle issues as they arise, use the FIRR method to keep conversations structured, and document everything to protect yourself and your practice. Need more help? Download our Conflict Resolution Guide to learn how to navigate workplace tension, mediate disputes, and create a culture of accountability.
Episode Summary
This podcast helps dental office managers handle tough conversations with confidence. Many avoid these talks due to time constraints, fear of confrontation, or thinking the issue is minor—only to see problems escalate.
The FIRR method (Facts, Impact, Reason, Request) offers a structured approach to delivering clear, effective feedback. Managers will learn to be specific, explain impact, make reasonable requests, document discussions, and follow up. By mastering these skills, they can resolve conflicts quickly, foster accountability, and maintain a positive office culture—preventing small issues from becoming big problems
Episode Notes
AADOM Radio & CEDR HR Solutions Present:
CeCe Wilson-HR Manager at CEDR
Learning Objectives:
Develop Confidence in Difficult Conversations – Learn why avoiding tough talks leads to bigger problems and how to approach them with clarity and assurance.
Master the FIRR Method for Effective Feedback – Understand how to structure conversations using Facts, Impact, Reason, and Request to ensure constructive and solution-focused discussions.
Create a Culture of Accountability – Gain strategies for documenting conversations, following up with employees, and fostering a workplace where issues are addressed early, preventing conflict from escalating.
More About CeCe:
CECE WILSON, MSHRM, SHRM-CP, HUMAN RESOURCES MANAGER
CeCe has been leading CEDR’s internal human resources operations since 2021 and brings over 20 years of people management and HR-related experience in private, non-profit, and healthcare industries. With a focus on strengthening the desired workplace culture, CeCe enjoys finding strategic, compassionate, and compliant solutions to business and HR needs. CeCe is a SHRM-certified human resources professional with a specialty credential in Inclusive Workplace Culture and a master’s degree in human resource management.
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