9 Surprising Psychological Traits Behind Superior Chairside Manner

One less filling, one less crown, one less set of cleanings over the years. Multiply that by every patient you don’t connect with, and suddenly, you’re leaving money on the table.

A patient chooses your dental practice for two reasons: expertise and trustworthiness. However, if your chairside manner stinks, they’ll see you as just another dentist, not their dentist.

Up to 70 percent of new dental patients come from referrals. While your expertise brings patients to your door, your chairside manner determines whether they stay—and whether they send friends and family your way. One patient could easily lead to three, five, or even ten new patients. It’s a ripple effect that costs you nothing but can significantly boost your bottom line. So, while clinical skills and a good reputation get patients in, your chairside manner drives real ROI. Essentially, a loyal, happy patient is the best marketing money can’t buy.

1. Embrace the Power of Micro-Expressions

When we think of communication, we typically focus on words—what to say, how to say it, the tone of voice, etc.

Over the years, my experiences treating patients—ranging from five-year-olds with their very first wiggly baby tooth to 80-year-olds who’ve seen it all—have taught me that 80 percent of communication is nonverbal. And patients notice everything—from your posture to your facial expressions. Micro-expressions—those fleeting facial expressions that last mere fractions of a second—often reveal our true feelings and intentions. Even the most professional among us can’t fully hide them. This is crucial when looming over a patient with a dental mirror and a probe. If you’re irritated, those micro-expressions can slip through.

Moreover, further research shows that patients subconsciously mirror their clinician’s expressions. If you show calmness, confidence, and a gentle approach—even for a millisecond—your patient’s brain picks up on it, and they feel more at ease.

2. Virtual Reality (VR) for Chairside Anxiety Reduction

Imagine offering patients a virtual reality headset that transports them to a relaxing beach or a soothing forest while you work on their teeth. Research indicates that VR can significantly lower perceived pain and anxiety. When tension drops, patients are more open to your instructions, ask clearer questions, and confirm they truly understand the procedures.

3. Deploy the “Name-Drop” Approach

Most of us learned to “use the patient’s name” in conversation. The twist lies in recognizing how and when to use it for maximum impact. It’s not about repeatedly name-dropping until it sounds forced; rather, it’s about creating a connection.

For example, when I was practicing in private practice, I treated a particularly anxious patient—let’s call her Sarah. Early in the appointment, I gently said, “Sarah, I’m here to take good care of you,” and noticed her begin to relax slightly. Later, after completing a difficult part of her treatment, I smiled and said, “Sarah, you’re doing great.” Her shoulders dropped, and she exhaled. Each time I used her name—whether to reassure her or clarify the next step—she visibly seemed more at ease. By the end of the visit, she was asking questions more freely and was even smiling.

Patients often report feeling higher satisfaction when they sense the dentist “really knows me.” Using their name in a warm, intentional way is one of the simplest yet most powerful methods of achieving that feeling of personal connection.

Related: 10 Tips for Writing a Dental Blog to 10x Your Revenue

4. Leverage Strategic Storytelling to Explain Procedures

We’ve all learned the typical “informed consent” structure: you list the procedure, the risks, the benefits, and maybe mention alternatives. But weaving in a short, relatable story—especially one that touches on a shared human experience—can drastically transform how your patient perceives the procedure.

A 2021 paper in the Journal of Dental Education found that storytelling increased patient understanding and retention of information by up to 40 percent. Patients reported feeling less intimidated and more informed.

5. Cultivate Cultural Competence and Sensitivity

In dental school, we typically have a single course on cultural sensitivity. But the reality is, cultural competence is an ongoing learning process. Your patients come from diverse backgrounds, with beliefs, traditions, and anxieties tied to their culture or religion. What surprises clinicians is how much of a difference it makes when you show genuine respect and curiosity about their backgrounds.

Of course, cultural factors shape beliefs around health, pain tolerance, modesty, and decision-making, so recognizing these nuances can make a big difference in patient satisfaction. When you offer language-appropriate materials or respect certain cultural practices, you show patients that you value their background. This often lowers barriers to treatment because patients feel welcomed and understood in your office. Patients report being “more at ease,” “less guarded,” and “more trusting” when a dentist demonstrates even basic understanding or willingness to learn about their cultural norms. Ultimately, acknowledging cultural differences is both courteous and practical, leading to more trust and cooperation.

Related: How to Train Your Front Office Team for Better Conversions

6. Practice Empathy

Empathy is more than a soft skill. I once had a patient who avoided the dentist for 15 years. When I asked him why, he hesitated, then admitted, “I’m afraid you’ll judge me.” Genuine effort to understand a patient’s feelings and concerns dissolves apprehension. Studies show that people who feel understood are more likely to report positive experiences, recommend your practice to friends, and keep future appointments. Ultimately, this fosters a safe environment where patients feel respected and confident about your care.

7. Active Listening

Active listening goes beyond just hearing words; it involves rephrasing, clarifying, and demonstrating genuine interest in what the patient is saying. You can also uncover hidden fears or concerns by asking follow-up questions and summarizing the patient’s statements.

I learned this lesson from an elderly gentleman who came to me complaining of jaw pain. I asked the usual clinical questions and was halfway through my exam when he softly said, “I think it might be my teeth, but… it also just hurts when I’m sad.” That stopped me in my tracks. I put the mirror down, turned to face him, and asked, “Do you want to tell me more about that?”

What followed was a ten-minute conversation about how his wife had passed away recently, and he’d been clenching his jaw at night from the stress. That conversation didn’t just help me diagnose his problem—it made him feel seen. Research from 2023 in Health Communication Quarterly highlights that active listening—not just hearing, but truly listening—is one of the most effective ways to build patient trust and satisfaction.

8. Shared Anxiety

When a patient is anxious, they’re actually paying attention more closely—sometimes hypervigilantly. If harnessed correctly, that anxiety can serve as a gateway to deeper trust and patient engagement. Addressing anxiety as a shared problem, rather than the patient’s individual failing, improves the dentist-patient relationship. Patients feel “we’re in this together,” which reduces anxiety levels over time.

9. Follow Up and Show You Care

Finally, the cherry on top of exceptional chairside manner happens after the patient leaves the chair. Research shows that follow-up communication significantly boosts patient loyalty and satisfaction. A quick follow-up call or even a simple text to check in after a complex procedure can make a big difference.

I remember calling a patient after a particularly tricky extraction. She was shocked: “I’ve never had a dentist check on me before!” That small act turned her into a lifelong patient—and a source of countless referrals.