Conflict management in parent–dentist communication in pediatric dentistry: a qualitative study

Background: In pediatric dentistry, the communication process takes place within the child–parent–dentist triad, and a child’s dental experience is influenced by communication between the dentist and the parent. Gaps in this communication may lead to conflict and require effective management; however, conflict management approaches between pediatric dentists and parents have not been specifically examined. This study explored pediatric dentists’ approaches to conflict situations with parents and evaluated these approaches within the Thomas–Kilmann conflict management framework, which includes five styles: competing, avoiding, accommodating, compromising, and collaborating. Methods: A qualitative descriptive study was conducted using semi-structured interviews based on predefined conflict scenarios, which were developed based on the research team’s prior professional and field experience, with 18 pediatric dentistry residents and specialists in Türkiye. The participants consisted of three experience groups (n = 6 each): early-stage residents (6–12 months), late-stage residents (30–36 months), and pediatric dentists with at least 3 years of clinical experience. Interviews were audio-recorded, transcribed verbatim, and analyzed using inductive thematic analysis, followed by code-level framework analysis based on the Thomas–Kilmann conflict management framework. Conflict management styles were then examined across conflict scenarios and experience groups. Results: Three main themes were identified: Approaches to Managing Parental Expectation, Approaches to Managing Parental Discourse, and Approaches to Managing Parental Criticism. Coding based on the Thomas–Kilmann conflict management framework demonstrated that the participants did not employ a fixed conflict resolution style; rather, the styles varied across scenarios and depending on professional experience. Conclusions: The findings contribute to increasing awareness of parent–dentist conflicts and conflict resolution styles among pediatric dentists and to a better understanding of conflict management approaches in pediatric dentistry.

Conflict resolution; Health communication; Interpersonal relations; Parenting; Pedodontics; Qualitative research

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