In dentistry, many problems aren’t caused by the procedure itself—they come from what wasn’t discussed before treatment started. In this episode, Kirk Behrendt brings back Dr. Dennis Hartlieb, a general dentist and educator, to share four communication tips that help you set expectations, reduce misunderstandings, and protect the practice before you ever pick up a handpiece.

You’ll learn how to give patients clearer choices, document risk the right way, talk through outcomes without creating fear, and spot red flags before they become bigger problems—listen to Episode 1019 of The Best Practices Show!

Main Takeaways:

Give patients two options to simplify decisions and prevent overwhelm.
Explain material choices in simple terms (composite as “plastic,” porcelain as “glass”) and connect each to tradeoffs.
Set yourself up for success by having the key conversations before you start treatment, especially on higher-risk cases.
Sell the benefits of the recommended treatment before you explain what can go wrong.
Use photos and brief chart notes (like “reviewed photograph of crack with patient”) to document the condition and the conversation.
Watch for red flags like patients who fight you on treatment, arrive with multiple splints, or evaluate dentistry with magnification.
Manage expectations for single-tooth esthetics by defining “social distance” success and planning for follow-up adjustments.

Snippets:

00:00 Why communication before treatment matters.

01:00 Meet Dr. Dennis Hartlieb and what he teaches.

02:10 Dennis explains his practice focus and Dental Online Training.

04:10 Dennis shares his connection to Buddy Mopper and composite dentistry.

06:10 The two-option framework for a chipped anterior tooth.

07:20 “Plastic vs. glass”: how to explain composite vs. porcelain in patient language.

09:35 What Dennis says when patients ask, “What would you do, doc?”

12:45 Managing cracked teeth: using pre-op photos to document unpredictability.

16:25 Sell the benefits first, then discuss the risks.

18:05 Missing tooth conversations: step-by-step options without overwhelming patients.

20:35 Why Dennis limits choices to two options at a time.

25:10 Red flags: patients who resist treatment or “know dentistry too well.”

28:05 Splints, magnifying mirrors, and when to step back from treatment.

31:20 Setting expectations for single-tooth matching in the esthetic zone.

34:45 Fee levels based on esthetic difficulty and patient expectations.

36:20 Why Dennis prefers composite veneers for control and predictable revisions.

39:00 Final lesson: ask questions, truly listen, and pull on the thread.

41:15 Where to find Dennis: Dental Online Training and YouTube.

Guest Bio/Guest Resources:

Dr. Dennis Hartlieb is a graduate of the University of Michigan School of Dentistry. He maintains a full-time practice, Chicago Beautiful Smiles, in the Chicago suburb of Glenview, Illinois. Dr. Hartlieb is an instructor at the Center for Esthetic Excellence in Chicago and is an Adjunct Associate Professor at the Marquette University School of Dentistry in Milwaukee, Wisconsin. He lectures extensively to dentists throughout the U.S. on the art and science of anterior and posterior direct resin techniques.

Dr. Hartlieb is an Accredited Member of the American Academy of Cosmetic Dentistry. He is also a member of the prestigious American Academy of Restorative Dentistry, and the American Dental Association. He is the president of the Chicago Academy of Interdisciplinary Dentofacial Therapy, and officer for the Chicago Academy of Dental Research study club. His dentistry has been seen in many dental publications and he has contributed articles on his techniques in restorative dentistry.

Dental Online Training: https://www.dothandson.com/
Dr. Hartlieb’s email: hartliebdds@dothandson.com
Dr. Hartlieb’s Facebook: / dennishartliebdds
Dr. Hartlieb’s social media: @hartliebdds

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Best Practices Association: https://www.actdental.com/bpa
Upcoming Events & Workshops: https://www.actdental.com/events/
Smile Source: https://www.smilesource.com/
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