The Formula to Avoid Conflict: E-R=C

Conflict happens to the best of us. But do you know WHY it happens? When things go wrong, your team tends to focus on the problem itself. What they actually need to focus on is the root cause of the problem.

Every conflict boils down to one key formula: E – R = C.

The letters stand for expectations, reality, and conflict. Conflict occurs when there’s a gap between expectations and reality. The bigger the gap, the bigger the conflict.
If a problem arises, it’s usually because someone set expectations too high. When expectations are too high, reality will always disappoint you.

Let’s say a patient comes in for a hygiene appointment. You tell the patient it’ll only take about 30 minutes. But during the exam, you notice heavy staining on their teeth. Your hygienist needs extra time to remove the stains, which puts the appointment closer to an hour. The patient leaves very upset that the appointment took longer than expected.

How can we fix this?

Start with lower expectations, and communicate them to the patient. That way, reality will always be a pleasant surprise. A patient will be very pleased when their hour-long appointment only lasts 30 minutes!

One last thing: reality can change. Expectations have to change with it.

Still not sure how it works? Check out this short video to see the formula in action!

Kirk Behrendt

Kirk Behrendt is a renowned consultant and speaker in the dental industry, known for his expertise in helping dentists create better practices and better lives. With over 30 years of experience in the field, Kirk has dedicated his professional life to optimizing the best systems and practices in dentistry. Kirk has been a featured speaker at every major dental meeting in the United States. His company, ACT Dental, has consistently been ranked as one of the top dental consultants in Dentistry Today's annual rankings for the past 10 years. In addition, ACT Dental was named one of the fastest-growing companies in the United States by Inc Magazine, appearing on their Inc 5000 list. Kirk's motivational skills are widely recognized in the dental industry. Dr. Peter Dawson of The Dawson Academy has referred to Kirk as "THE best motivator I have ever heard." Kirk has also assembled a trusted team of advisor experts who work with dentists to customize individual solutions that meet their unique needs. When he's not motivating dentists and their teams, Kirk enjoys coaching his children's sports teams and spending time with his amazing wife, Sarah, and their four children, Kinzie, Lily, Zoe, and Bo.