Episode Summary
In this episode of Dental Drill Bits, Dana Salisbury and Sandy Pardue unpack a real-world dilemma straight from Dentaltown: what should a doctor do when an employee refuses a task that’s part of their regular duties?
Sandy explains why refusals usually point to deeper issues—like unclear expectations, lack of training, or blurred leadership lines—and how practice leaders can handle these moments with professionalism and clarity. Dana adds insight on communication styles, accountability, and the balance between being understanding and maintaining authority.
Together, they walk listeners through practical steps to restore trust, reset systems, and rebuild a culture of respect and follow-through.
Key Takeaways
- Most refusals stem from confusion or lack of structure, not defiance.
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Leaders must clearly define roles, responsibilities, and reporting lines.
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Use both verbal and written communication—and always follow up with documentation.
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Keep orders clear, specific, and easy to reference (no hallway “drive-by” requests).
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Restore accountability through consistent systems, metrics, and leadership follow-through.
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Create a culture where communication feels safe and expected—for both doctors and team members.
Notable Quotes
“If people in life can communicate, life becomes so much simpler and there’s so much less stress.” — Sandy Pardue
“Don’t be afraid of your team—or each other. Ask for a one-on-one meeting. It’s not to fuss or gripe; it’s to say, ‘I want to do a good job. How can we communicate better?’” — Sandy Pardue
“It’s easy to take a refusal personally, but really, it’s an opportunity to reestablish clarity, consistency, and leadership.” — Dana Salisbury
Episode Resources
Sponsored by
This episode is brought to you by:
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Plan Forward – Simplify your membership plans. Use code SANDY at checkout for exclusive savings.
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Mango Voice – Smarter phone systems for smarter practices.
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Identity Dental Marketing – Helping dentists attract ideal patients with ethical, powerful marketing strategies.