Empathetic Communication in Dentistry

On today’s episode, Dr. Mark Costes breaks down the psychology behind patient communication, case acceptance, and building trust through ethical persuasion. He emphasizes the importance of empathy—especially when patients share negative past experiences—and explains why you should never throw a colleague under the bus. Instead, focus on making the patient feel heard and understood.

Dr. Costes introduces the "Oregon vs. Oregon Trail" concept, illustrating how to sell patients on the outcome, not the painful process. He also explores the impact of personal financial biases on treatment presentations and why true conviction is essential in getting patients to say "yes" to necessary care. Plus, he dives into the art of conversation, identifying common pitfalls like the interrupter, the one-upper, and the conversational narcissist—and how to avoid becoming one yourself. 

EPISODE RESOURCES

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• Dental Success Network
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