FYI

Strong clinical skills are only part of what makes a great dentist. Patients judge how they’re treated emotionally just as much as the quality of the procedure itself, according to research from the University of Iowa.

The researchers found that communication is one of the most important factors of empathy. Patients notice whether their dentist communicates in a way that shows they empathize. Therefore, it might be helpful to think of these skills as showing empathy through empathetic communication.
 

Types of empathy

The study identified three main types of empathy in clinical communication: cognitive empathy, emotional empathy and a hybrid of cognitive and emotional empathy.
 

Cognitive empathy

Cognitive empathy is primarily concerned with problem-solving and critical thinking. This type of communication builds trust and reduces fear by giving patients a sense of control.

You show cognitive empathy in your practice by:

• Facilitating comprehension. Explaining conditions and procedures in clear, non-technical language; walking patients through what they’ll feel and how long it will take
• Resolving treatment barriers. Acknowledging and addressing practical barriers, like cost or scheduling
• Relieving physical discomfort. Noticing non-verbal signs of physical discomfort and offering solutions
   

Emotional empathy

Emotional empathy is about being able to feel what others feel. Communicating with emotional empathy helps patients feel seen and respected.

You communicate emotional empathy when you’re:

• Comforting emotionally. Making eye contact or nodding while actively listening
• Validating. Offering reassurance without dismissing fears
• Sympathizing. Expressing sadness when a patient shares bad news like a cancer diagnosis
• Encouraging. Praising patients for good dental care habits
• Inspiring confidence. Showing that you’re confident in your skills and ability to treat your patient
  
  

Hybrid empathy

The most effective dentists combine cognitive and emotional empathy into a hybrid empathy. It requires simultaneous patient observation and adaptation of communication.

You use hybrid empathy by:

• Respecting. Acknowledging patient autonomy in choosing treatment options
• Moderating. Adapting communication to a patient’s level of understanding or interest
• Attending. Engaging with patients verbally or nonverbally to show that you’ve noticed discomfort or lack of ease
• Destigmatizing. Avoiding embarrassing or shaming a patient for oral health habits
   

Why it matters

Patients are sensitive to empathetic communication. They’re more likely to feel satisfied with the quality of their treatment when they feel you’ve listened to them. Satisfied patients are also more likely to return for follow-ups and routine care, listen to your recommendations and view you as a partner in their health.

Being able to empathize with patients doesn’t just help them get consistent, quality health care — it also helps you stay healthy. Several studies have found that dentists who have higher empathy scores and are less likely to experience:

• Occupational burnout, the physical, emotional and mental exhaustion from work stress
• Vicarious trauma, the impact of absorbing patient anxiety and pain
   

Patients want to understand what’s happening, but they also want to feel understood themselves. Dentists who can combine clear explanations with genuine emotional awareness will stand out not just as skilled clinicians, but as trusted caregivers.