Until a dental practice has at least a half dozen staff or more there is no real need for designating any employee as the office manager as what a real OM does is hire, train, apprentice, correct and manage the other staff.

“Every mistake is an opportunity to learn.”  Let your employee know you appreciate them without any “but” or ‘however”. Otherwise why do they still have a job? Let your employee know that “every mistake is an opportunity to learn.”  Let your employee tell their side of the story. Listen. Do not assume.  For some situations it could be one strike and you're out on the other hand always weigh an employee's value versus non-optimum behavior. In general discipline should be done on a gradient.  Until you are comfortable correcting employees, you can simply pull this policy out with your employee present...

I often talk to clients about the importance of role-playing with your dental staff but that may not be enough. Just because you showed someone how to do it once, doesn’t mean they will continue to follow the procedures you’ve shown them. 

As a consultant one of the first things I do is take on the role of being the patient.

So I leave without paying.