“Without action, the best intentions in the world are nothing more than that: intentions.”
Jordon Belfort, The Way of the Wolf
Similar to life, communication in a dental office has the power to make or break relationships. The patient journey begins long before they sit in the dental chair – it starts from the moment they send their first email of inquiry. From the welcome email to the initial visit at the office, every interaction shapes the patient’s perception of a practice. During this time, patients are keenly observing, listening, and responding to how they are treated and guided through each step. So, what turns these interactions into lasting, positive impressions? Thoughtful, transparent, and direct communication at every step.
Each staff member plays a unique role in building trust with patients. As emotional beings, people yearn to be heard and seen. As Stephen R. Covey famously writes in The 7 Habits of Highly Effective People, “Seek first to understand, then to be understood.” Whether it’s dental administrators as the first point of contact, hygienists as oral health educators, dental assistants with their innate caring instincts, or dentists simplifying complex terms for better patient comprehension, when dental professionals prioritize understanding the patient's needs before communicating their own, it fosters trust and builds rapport. A collaborative workplace culture with seamless communication across the team transpires a patient-centered environment where meaningful connections thrive.
Emotional intelligence as Doorway to Building Confidence
Explaining office policies and processes isn’t just about giving instructions; effective communication is about conveying empathy, respect, and a commitment to the patient’s comfort and understanding. Studies from the Journal of Dental Research highlight the value of emotional intelligence as a crucial asset for career advancement, as it fosters strong patient bonds that drive referrals and repeat visits which contributes to the growth of a dental practice.
Wouldn’t it be ideal if emotional intelligence were taught as part of our elementary curriculum? Yet, in an imperfect world, we can still aspire to perpetually grow.
Confidence is often seen as an innate trait, but in reality, it’s a skill that can be developed through practice and learning. Building self-confidence starts with understanding the basics of emotional intelligence, particularly self-awareness and self-regulation. Along with emotional recognition, situational awareness and consistent reflection on practices are essential qualities for a confident team member. Being alert and continuously seeking ways to improve, by observing patients' needs and concerns, is key to fostering growth in the practice.
Looking Through Your Eyes…
Imagine registering for a dance class. You may know the address, but as a newcomer, you might wonder: Is parking available? Which floor is it on? Who should you speak with upon arrival? What kind of experience awaits you?
Empathy is key. Picture yourself in the patient’s shoes. Many people experience anxiety before dental visits. If it were your first appointment, what information would help you feel at ease? By addressing the unspoken questions, dental professionals can create a sense of calm and care, making the patient feel truly seen and understood.
Effective communication in a dental office is more than just exchanging information - it's about building trust through empathy and strong communication strategy. By putting intention into action, practices can transform patient experiences into lasting, positive relationships. In the next blog, we’ll dive into some practical communication strategies to help strengthen these connections.
Afaf K. Janjua
Communications Strategist
M.A., B.Sc.
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