Behavior patterns in dental practice conflicts

Information for nursing staff, 2022, 55(2), 35-40.

N. Georgiev, S. Garov, A. Trendafilova, Ts. Mihailova

Department of Health Care, Faculty of Public Health, Medical University – Sofia

Abstract. Like any other area of healthcare, dental practice is also characterized by the presence of conflicts, many of which are sector-specific. Daily work with different patients, with the variety of clinical pictures and diagnoses, busy work schedule, invariably increase the level of stress and can be a prerequisite for increasing conflict in the dental team. Successful conflict management is an integral part of good dental practice management. Managerial skills, professional behavior and ability to communicate has an important role for dealing with them successfully. The aim of the study was to examine the essential characteristics of conflict situations in dental practice and the behavior of dental professionals to deal with them. Methodology: 43 dentists from the city of Sofia were included through random selection and a stated desire to participate. Information about their behavior in conflict situations was gathered. The following methods were used: documentary method; survey method; statistical methods. To achieve the set goal, a special questionnaire has been developed. Results: The prevailing opinion among the respondents is that the conflicts in the dental practice are most often interpersonal and individual-group type of conflicts. The usual participants are: dentist – patient, and dentist – support staff. Respondents more often describe conflicts as destructive rather than constructive. More than half of the respondents note that the outcome of the conflict depends mainly on the individual characteristics of the parties in it. Almost ¾ of all participants (75.8%) would try to prevent a conflict. Conclusions: Dental practice is characterized by a low frequency of conflicts. Respondents dentists prefer behavior that is aimed at conflict prevention, active communication with the subjects of conflict interaction and conflict resolution in the pre-conflict phase.

Key words: dental practice, conflicts, behavior patterns

Address for correspondence: Assoc. Prof. Nikola Georgiev, PhD, e-mail: n.georgiev@foz.mu-sofia.bg