Boost case acceptance with good communication skills 

Dentist patient communication
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Confidence is key to delivering any kind of diagnosis. Whether explaining procedures, easing patient anxieties, or building trust, confident communication can transform a patient’s dental experience.

When a clinician is confident, the patient is confident too. A 2012 study of 5,000 dental patients in Australia showed that while technical competence was important, most patients “want a dentist who listens to them, has a friendly caring attitude, explains treatment options and procedures, and inspires confidence.”

Here are five ways that dental clinicians, dentists, and hygienists alike can communicate with more confidence.

 

Key Takeaways
  • Confidence breeds confidence. Patients who feel their dentist is confident in their diagnosis will be more confident in accepting it.
  • Calm, cool, and collected. Give patients time to listen to and absorb the information you are presenting to them.
  • No jargon, please. Use terms that patients are more likely to be familiar with when explaining diagnoses and treatment plans.
  • Show and tell. Use images—whether of other cases or the patient’s own dentition—to help patients understand what you are telling them.

Speak with a calm, steady tone

Your tone of voice makes a considerable difference in how confident you seem.

Speaking too quickly may make patients feel uncertain about the information you’re sharing -- and perhaps less likely to accept treatment. “Patients don’t want to hear you lumber on without giving them a chance to digest what you are saying,” said Dr. Auster. Instead, he recommends the rhythm of “speak, pause, listen, speak” to give patients time to understand what you’re saying. 

Maintain positive body language

Patients often pick up on subtle cues, so being mindful of your nonverbal signals boosts credibility and puts them at ease. A clinician who maintains eye contact, smiles, and uses open, inviting body language comes across as more confident and approachable.

Use clear, simple language

Many dental procedures and conditions involve complicated terminology that can make patients tune out. Confident communicators break down complex topics into simple, relatable explanations. 

Instead of announcing, “You have moderate periodontitis due to plaque-induced inflammation,” try something like, “Your gums are inflamed because of bacteria buildup. If we don’t treat it, it can cause gum recession and even tooth loss.” Avoiding jargon and using everyday language ensures that patients understand their condition and treatment options -- and feel more empowered.

Visual aids to the rescue

Nothing beats a good visual example. “Be prepared with many photos of similar cases and testimonials about the way the procedure worked out,” advised Dr. Peter Auster, a partner at Cosmetic Dentistry Associates in Pomona, NY. “I take photos of virtually every procedure I do.” Research from the University of Iowa suggests that visualization aids memory more than hearing.

Platforms like Pearl’s Second Opinion can show x-rays with color and on-screen indicators, clearly highlighting areas of concern and decay. With the proof on a patient-facing screen, it’s easier for clinicians to make the case for treatment and for patients to understand why. “Pearl’s never sick. Pearl’s always there. Pearl’s not demeaning, but it’s only supportive,” said Dr. Gregory Allen Kerbel, a family and cosmetic dentist in Plano, TX.

Practice active listening

Confident communication isn’t just about speaking well—it’s also about listening effectively. It’s not easy, agrees Dr. Auster. “The hardest lesson to learn is to simply listen.” But, “a patient who feels heard is much more likely to accept a treatment plan.”

Active listening takes several forms: giving patients your full attention, nodding, or using verbal affirmations (“I see” and “That makes sense” go a long way), and paraphrasing what the patient said to confirm your understanding.

Encourage questions and provide reassurance

Creating a supportive environment is key to solving another issue that plagues dentists. “Dentistry, unfortunately, has a big problem called confrontational tolerance,” theorized Dr. Kerbel. “We don’t have the ability to tell the patient with confidence what they have because we’re afraid of rejection.” 

Patients often hesitate to ask questions out of fear of sounding silly. But a confident communicator creates an open environment where questions are welcomed, not discouraged. Peers can help too: “Ideally, have them speak to a patient who has been there, or an assistant or hygienist they trust,” advised Dr. Auster.