The manager’s role in driving team performance and leading change
In any dental business, strategy, technology, and processes all contribute to success. However, one factor often has the greatest day-to-day influence: the manager. Gallup research indicates that managers account for approximately 70% of the variance in team engagement, a major driver of performance.1 In practice, team results are often shaped by the quality of day-to-day leadership.
This becomes even more important during periods of change. When priorities shift and uncertainty rises, teams look to their managers for clarity, direction, and a sense of stability.
How managers drive performance
At its core, performance management is not defined by processes or annual reviews alone. It is about creating the conditions in which people can consistently do their best work. Managers play a central role in shaping those conditions through their everyday actions.
High-performing teams are built on clear expectations.2 Managers must translate business goals into meaningful objectives for their teams. Effective managers ensure that each team member understands what success looks like, how their role contributes to wider business priorities, and where to focus their time and energy. When clarity is missing, performance often declines - not because people lack capability, but because they lack direction.3 Regular check-ins and timely, constructive feedback help keep performance on track.
Sustained performance requires both high expectations and strong support. Managers must balance challenging individuals to deliver results with providing the guidance and resources they need to succeed. Too much pressure without support can lead to burnout, while support without accountability can result in underperformance.4 The most effective managers create an environment in which people feel both stretched and supported.
Performance is not driven by targets alone; it is also shaped by motivation. Managers who recognise contributions and understand what motivates each team member tend to build higher levels of engagement.5 Engaged teams are typically more productive, more resilient, and better able to sustain strong performance over time.
Trust is equally important. Teams that trust their manager are more likely to stay engaged, respond positively to feedback, and go the extra mile.
Why change puts performance under pressure
Performance management becomes more challenging during periods of change because uncertainty can reduce focus, increase anxiety, and create resistance.
One of the most important roles managers play during change is interpretation. Employees rarely struggle with change itself; more often, they struggle with not fully understanding it. Managers must explain what the change means for the team, what will change in day-to-day work, and what will remain the same.
Managers need to communicate regularly, clearly, and honestly during times of change. This includes reinforcing key messages, sharing updates as circumstances evolve, and being transparent about what is known and what remains uncertain. Consistency builds trust and helps teams stay aligned, even as conditions shift.
Change is not only operational; it is also emotional. Individuals may experience uncertainty, frustration, or resistance, and managers must listen actively, acknowledge concerns, and provide reassurance where possible.
During change, priorities can easily become unclear. Managers must help their teams stay focused on what matters most by simplifying goals, reprioritising workloads, and protecting time for critical tasks. Adaptability is essential, and effective managers assess the situation and adjust their approach accordingly.
Practical actions that sustain performance
To manage performance and change effectively, managers should focus on a small number of practical actions:
Hold regular check‑ins on both performance and wellbeing
Set clear priorities to keep teams focused on what matters most
Communicate frequently to share updates and reinforce direction
Encourage feedback and respond to concerns constructively
Recognise progress and celebrate achievements
These actions help maintain momentum while ensuring people remain engaged, supported, and aligned.
Why strong management matters more than ever
In summary, managers have a direct impact on business performance through the clarity, support, and leadership they provide to their teams. Their role becomes even more critical during periods of change, when people need direction, consistency, and confidence. Effective managers help teams stay focused, engaged, and capable of delivering results in uncertain conditions.
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About the author
Meet Jo Banks, Client Training Manager
Jo has been working with dental practices for over 30 years supporting them in their business goals through training and consultancy. As the Client Training Manager, Jo also directly manages a team of national trainers and inputs into the training and development strategy of the business. With a wide range of experience working with dentists, managers and their teams, she uses her experience and qualifications in business management and coaching to help practice’s realise their business goals and reach their full potential. As a manager of a diverse team herself, she recognises the importance of continuous development in her role and the wide range of challenges management can bring.
