In this episode of Dental Drill Bits, Dana and Sandy dive into one of the most challenging scenarios in any dental practice—when a team member refuses a task that's part of their role.

Inspired by a real Dentaltown post, Sandy breaks down what's really behind these moments, from unclear expectations and lack of training to blurred lines of authority. She shares how leaders can respond calmly, communicate clearly, and reset accountability without damaging trust.

Dana adds perspective on balancing empathy and authority, and how understanding communication styles can help prevent tension before it starts. Together, they offer practical, real-world advice to help practices turn moments of conflict into opportunities for clarity and growth.

💡 Takeaways

• Most refusals come from confusion, not defiance.

• Clear systems and written expectations prevent recurring issues.

• Communication—both verbal and written—is the foundation of trust.

• Leaders must stay approachable while reinforcing accountability.

• Consistency in expectations leads to predictable, positive outcomes.

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