2026 C2C Workbook - Provider Guide - Fillable

© 2026 Dental Care Alliance

All rights reserved.

© 2026 Dental Care Alliance

All rights reserved.

Dental Care Alliance

AMAZING IN ‘26. EVERY DAY. THE DCA WAY. Together, we’re creating experiences that build trust, reduce fear, and improve lives.

A MESSAGE TO DCA-SUPPORTED PROVIDERS

Thank you for saying yes to Called to Care.

You already give so much of yourself—your skill, your heart, your time.

This journey is an invitation to make the moments you create for patients even more meaningful.

The Called to Care Workbook is your companion along the way.

It’s designed to help you reflect, apply, and build on what you’re learning in the online course and live touchpoints. It’s filled with practical tools you can use right away—because caring well is not just what we do. It’s who we are.

I’m grateful you’re part of the first cohort, and for the leadership you bring to our mission of advancing the practice of dentistry by partnering with and supporting dental professionals who create a lifetime of healthy smiles.

Thank you for being called to this work. We’re so glad you’re on this journey.

Larry Dr. Larry Benz

Chief Executive Officer Dental Care Alliance

YOUR WORK. YOUR MOMENTS. YOUR IMPACT. Let’s keep building a culture where every person feels seen, supported, and grateful to be part of the DCA family.

At DCA, we are guided by three pillars: 1. A never-failing commitment to clinical excellence 2. AmaZing! Customer Service – every day, every office 3. Called to Care – creating space for kindness and compassion Exceptional dentistry is about more than procedures.

It's about creating experiences that build trust, reduce fear, and improve lives.

When we do that well, our patients benefit. Our teams benefit. And we reconnect with the meaning behind the work we do every day.

How To Use This Guide This guide highlights the most important concepts from DCA’s Called to Care course. It translates them into practical behaviors so that the concepts don’t start and end with the online training, but are infused into the DCA culture, and we are living and breathing them.

This guide is set up to supplement the Called to Care online course; each module of the course has a corresponding section in this guide. Use this guide to reflect on your learnings through the course and refer back to it in 6, 12 or 24 months to remember the things that stuck out to you and the commitments you made to live Called to Care in your daily interactions.

Remember This isn’t about adding more work. It is about making the moments that already exist matter more.

The Called to Care Mindset Called to Care emphasizes that every team member can reduce anxiety, build trust, create connection, strengthen patient confidence, improve engagement, and bring humanity back into healthcare. The concepts below are designed to help teams make existing patient and team moments matter more.

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Quick Reference: Essential Concepts Concept

Core Idea

Practice Focus

Module 2: Dental Anxiety and Phobia

Many patients enter the dental office already stressed before treatment begins.

Acknowledge emotions; normalize concerns; explain what to expect; reduce uncertainty.

Module 3: The Dental Practice Team and the Patient Journey

Every member of the team helps create an experience patients will remember.

Because every touchpoint matters.

Every interaction matters.

Module 4: The Dentist -Hygienist Relationship

Patients trust teams that trust each other.

When patients see Vitality, Positive Regard, and Mutuality, they don't just see good teamwork. They feel confident they're being cared for by a team that trusts one another.

Module 5: The Operatory Environment and Meaning Response

The room speaks before we do; sight, sound, smell, touch, and environmental cues influence the patient experience.

Small environmental choices can increase or decrease anxiety.

Small moments of authentic connection create trust, engagement, and resilience.

Use a Two-Minute Connection: spend two minutes in genuine conversation before focusing on treatment.

Module 6: HighQuality Connections and Empathy

Empathy is understanding another person’s experience without judgment.

Use the FACS model: Facial matching, Acknowledgement, Curiosity, and Support

Module 7: Broaden and Build

Positivity broadens possibilities.

Negative emotions narrow focus.

Every interaction is an opportunity to help someone see a little more possibility than they did before.

Module 8: SelfEfficacy

People are more likely to change when they believe they can.

Start small; celebrate progress; remind patients of previous successes; break goals into manageable steps.

Module 9: Placebo/Nocebo Response

Providers can improve patient outcomes not only through clinical treatment, but by intentionally shaping patients’ expectations, sense of safety, confidence, and meaning through communication and the care experience.

When patients feel safe, confident, and prepared, they’re more likely to engage with care, cope better, follow through, and ultimately experience better outcomes.

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Concept

Core Idea

Practice Focus

Module 10: Active Constructive Responding (ACR)

How we respond to good news can strengthen relationships.

Show enthusiasm, ask questions, celebrate success, and express genuine interest. Example: “That’s fantastic. What helped you stay consistent?”

Module 11: Goal Setting

Better care begins by understanding what matters most to the patient and then setting goals with them, not simply prescribing goals for them.

When care is connected to what patients genuinely value, they are more likely to feel understood, engage in the plan, and follow through with meaningful change.

Module 12: Peak-End Rule

Patients do not remember every moment. They remember the peak and the ending.

Create intentional endings: thank the patient, celebrate progress, review next steps clearly, and leave them feeling hopeful.

Module 13: Communication During Procedures

Language is clinical. The words we choose influence patient expectations, emotions, and outcomes.

Replace fear-based language with confidence-building language.

Example: Instead of “This is going to hurt,” try “You may feel some pressure.”

Module 14: Putting the Care Back Into Dental Care

Patients are people first, not procedures, schedules, or treatment plans.

Make eye contact; use the patient’s name; pause before jumping into clinical information; focus on the person before the procedure.

Module 15: Gratitude and Mindfulness in Daily Practice

Gratitude shifts attention from deficits to strengths.

Ask daily: What went well today?

Who helped me today? What patient interaction made a difference?

Module 16: Implementation/App reciative Inquiry

People grow in the direction of the questions they are asked.

Ask: What is working? What are we doing well? What would success look like?

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Concept, Details, and Application Module 2: Dental Anxiety and Phobia Many patients entering the dental office are already stressed before treatment begins.

Fear changes how patients process information, make decisions, WHY IT MATTERS and experience care.

KEY IDEA

Application: Which items below will you commit to working on with your patients or fellow team members?

• Acknowledge emotions • Normalize concerns • Explain What to Expect • Reduce uncertainty • Notice. Sit. Act. Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ Reflection Question: How do I help patients feel psychologically safe? __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________

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Module 3: The Dental Practice Team and the Patient Journey Every member of the team helps create an experience patients will remember.

WHY IT MATTERS Because every touchpoint matters. Every interaction matters.

KEY IDEA

Application: Which items will you commit to work on with your patients or team members?

• Create connection at a patient touchpoint where you have significant impact • ID a vulnerable patient touchpoint and a way you can make that interaction more positive • Help a team member continue the relationship instead of restarting it during a transition Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ Reflection Question: How do you help create an experience patients will remember? ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________ ______________________________

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Module 4: The Dentist – Hygienist Relationship KEY IDEA Patients trust teams that trust each other.

When patients see Vitality, Positive Regard, and Mutuality, they WHY IT MATTERS don't just see good teamwork. They feel confident they're being cared for by a team that trusts one another.

Application: Which items will you commit to work on with your patients or team members?

• Share one human detail.

• Share one clinical insight.

• Validate your teammate's contribution.

• Connect the recommendation back to the patient.

Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ Reflection Question: Do you trust your teammates? Do they trust you? ________________________________ ________________________________ ________________________________ ________________________________ ________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ © 2026 Dental Care Alliance

All rights reserved.

© 2026 Dental Care Alliance

All rights reserved.

Module 5: The Operatory Environment and Meaning Response

KEY IDEA

The room speaks before we do; sight, sound, smell, touch, and environmental cues influence the patient experience.

WHY IT MATTERS Small environmental choices can increase or decrease anxiety.

Application: Which items will you commit to work on with your patients or team members?

Walk through your practice as if you were a nervous first-time patient. Ask yourself: o What do I see? o What do I hear? o What do I smell? o What messages am I receiving?

Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: What could we change to make the environment feel safer and more welcoming? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 6: High-Quality Connections and Empathy Small moments of authentic connection create trust, KEY IDEA engagement, and resilience. Empathy is understanding another person’s experience without judgment.

Connection is built through positive regard, mutuality, curiosity, WHY IT MATTERS respect, and presence. Patients who feel understood are more likely to trust recommendations and participate in treatment.

Application: Which items will you commit to work on with your patients or team members?

• Use a Two-Minute Connection: spend two minutes in genuine conversation before focusing on treatment.

• Use the FACS model: Facial matching, Acknowledgement, Curiosity, and Support Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: Am I creating transactions or relationships? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: How often do I seek to understand before I explain? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 7: Broaden and Build

KEY IDEA Positivity broadens possibilities. Negative emotions narrow focus.

WHY IT MATTERS

Every interaction is an opportunity to help someone see a little more possibility than they did before.

Application: Which items will you commit to work on with your patients or team members?

• Welcome a nervous patient • Highlight progress • Offer reassurance • Explain treatment in a way that creates confidence rather than fear Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: What small moments can I repeat consistently to make meaningful change? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 8: Self-Efficacy

KEY IDEA People are more likely to change when they believe they can.

WHY IT MATTERS

Small wins build confidence. Confidence increases follow-through and supports better health behavior.

Application: Which items will you commit to work on with your patients or team members?

• Celebrate progress • Remind patients of previous successes • Break goals into manageable steps Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: Am I giving patients information, or am I building confidence? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 9: Placebo/Nocebo Response Providers can improve patient outcomes not only through clinical treatment, but by intentionally shaping patients’ expectations, sense of KEY IDEA safety, confidence, and meaning through communication and the care experience.

When patients feel safe, confident, and prepared, they’re more likely to WHY IT MATTERS engage with care, cope better, follow through, and ultimately experience better outcomes.

Application: Which items will you commit to work on with your patients or team members?

• Create safety with predictability • Replace threat-focused language with reassuring, truthful language • Build self-efficacy • Invite participation Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ Reflection Question: What am I saying or doing—intentionally or unintentionally—that may be shaping my patients’ or teammates’ expectations, confidence, and sense of safety? _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ _________________________________ © 2026 Dental Care Alliance

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© 2026 Dental Care Alliance

All rights reserved.

Module 10: Active Constructive Responding (ACR)

KEY IDEA How we respond to good news can strengthen relationships.

WHY IT MATTERS

Celebrating progress reinforces positive behavior and deepens trust.

Application: Which items will you commit to work on with your patients or team members?

• Show enthusiasm • Ask questions • Celebrate success • Express genuine interest Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: Do I intentionally reinforce positive behaviors? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 11: Goal Setting Better care begins by understanding what matters most KEY IDEA to the patient and then setting goals with them, not simply prescribing goals for them.

When care is connected to what patients genuinely WHY IT MATTERS value, they are more likely to feel understood, engage in the plan, and follow through with meaningful change.

Application: Which items will you commit to work on with your patients or team members?

• Ask before advising • Listen for the “why” • Set goals together • Connect recommendations to priorities • Make It Automatic: Turn one commitment above into an if-then plan. Pre-deciding the moment is what turns a goal into a behavior. When ____________ happens, I will _____________. Example: "When I seat a new patient, I will spend the first two minutes in conversation before opening the chart."

Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: Am I creating goals based on what I think my patients need, or am I taking the time to understand what matters most to them and build the plan together? ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ ___________________________ © 2026 Dental Care Alliance

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Module 12: Peak End Rule Patients do not remember every moment. They remember the peak and the ending.

Patient memories drive loyalty, trust, and future WHY IT MATTERS behavior.

KEY IDEA

Application: Which items will you commit to work on with your patients or team members?

• Thank the patient/team member • Celebrate progress • Review next steps clearly • Leave them feeling hopeful Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: Think of one of your patients from today - in hindsight, what will this patient remember most? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 13: Communication During Procedures Language is clinical. The words we choose influence patient expectations, emotions, and outcomes.

Words can create confidence or fear. Positive, clear, and WHY IT MATTERS respectful framing helps patients feel safer and more capable.

KEY IDEA

Application: Which items will you commit to work on with your patients or team members?

• Replace fear-based language with confidence-building language Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _ Reflection Question: Does my language create fear or confidence? _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ _______________________________ © 2026 Dental Care Alliance

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Module 14: Putting the Care Back into Dental Care Patients are people first, not procedures, schedules, or treatment plans.

Patients often arrive feeling anxious, embarrassed, WHY IT MATTERS vulnerable, or fearful. Every interaction either increases or decreases that anxiety.

KEY IDEA

Application: Which items will you commit to work on with your patients or team members?

• Make eye contact • Use the patient’s name • Pause before jumping into clinical information • Focus on the person before the procedure Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Reflection Question: What can I do to make each patient feel seen, heard, and valued? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 15: Gratitude + Mindfulness in Daily Practice KEY IDEA Gratitude shifts attention from deficits to strengths.

Teams focused only on problems can lose energy, WHY IT MATTERS creativity, and resilience. Gratitude helps teams notice meaningful moments.

Application: Which items will you commit to work on with your patients or team members?

• Ask Daily: What went well today?

• Ask Daily: Who helped me today?

• Ask Daily: What patient interaction made a difference?

Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ ___________________________________________________________ Reflection Question: What am I noticing that deserves appreciation? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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Module 16: Implementation/Appreciative Inquiry People grow in the direction of the questions they are asked.

Shifting from only asking what is wrong to asking what is WHY IT MATTERS working builds possibility, energy, and ownership.

KEY IDEA

Application: Which items will you commit to work on with your patients or team members?

• Ask: What is working?

• Ask: What are we doing well?

• Ask: What would success look like?

Personal Action Plan: After reviewing this module in the Called to Care course, jot down any additional action items or new things you will try out here: __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ ______________ Reflection Question: What strengths can I build upon instead of focusing solely on deficiencies? __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ __________________________ © 2026 Dental Care Alliance

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Module-by-Module Practical Skills Checklist This checklist is woven throughout each module. Print a copy so you can do a complete Called to Care behavior inventory.

Review the skills associated with each chapter. Practice each skill consistently and rate your current proficiency on a scale of 1-5. Return to this checklist monthly to track your growth.

Consider reviewing specific sections before patient huddles or team meetings.

Self-Rating Scale: 1 = Not yet practiced / unfamiliar 2 = Attempted, needs significant development 3 = Developing, inconsistent application 4 = Consistent, comfortable application 5 = Mastered, modeling for others

Dental Anxiety & Phobia

Skill

Description

Frequency

SelfRating (1-5)

☐

Pre-Appointment Anxiety Screen

Ask every new patient a brief two-question anxiety screen at scheduling or check-in. Document and flag the chart.

Per patient

☐

Sensory Orientation Briefing

Before any procedure, describe the sensations a patient will experience using neutral, predictive language rather than warning-based language.

Per patient

☐

Stop Signal Establishment

Establish and practice a patient-controlled stop signal before initiating treatment. Verbally reinforce patient control.

Per patient

☐

Anxiety Acknowledgment Response

When a patient expresses fear or avoidance, respond with a specific validation phrase before pivoting to clinical conversation.

Per patient

☐

Post-Visit Anxiety Debrief

At the end of each visit for an anxious patient, briefly check in: “How did that go for you compared to what you expected?”

Per patient

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The Dental Team & Patient Journey

Skill

Description

Frequency

SelfRating (1-5)

☐

Warm Handoff Protocol

When transferring a patient between team members, provide a verbal warm handoff that includes the patient’s name, one personal detail, and a brief clinical note.

Per patient

☐

Role Clarity Statement

Each team member can articulate in one sentence their specific role in the patient’s positive experience.

Weekly

☐

Team PreHuddle Ritual

Lead or actively participate in a daily morning huddle that includes at least one patient spotlight.

Daily

☐

Journey Touchpoint Audit

Once per quarter, walk through your practice as if you were a patient and identify one friction point to address.

Weekly

☐

Cross-Role Appreciation

Verbally acknowledge a team member’s specific contribution to a patient’s positive experience at least once per shift.

Daily

The Dentist-Hygienist Relationship

Skill

Description

Frequency

SelfRating (1-5)

☐

Collaborative Case Communication

Before the exam, the hygienist gives a brief patientcentered summary that includes key findings, concerns, and relevant emotional context.

Per Patient

☐

Mutual Acknowledgment Protocol

During the exam, dentist, and hygienist each communicate visible respect for the other’s role in front of the patient.

Per Patient

☐

Conflict Resolution Agreement

Establish a private, consistent process for handling disagreements about diagnosis, sequencing, or communication.

Weekly

☐

Joint Goal Setting

Set and review one shared goal related to patient care, communication, or team alignment.

Weekly

☐

Relationship Improvement

Make time for intentional conversation focused on feedback, appreciation, and strengthening the working relationship.

Weekly

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The Operatory Environment & Meaning Response

Skill

Description

Frequency

SelfRating (1-5)

☐

Sensory Inventory Review

Systematically evaluate your operatory for sound, smell, visual, and touch elements. Identify one modifiable stressor per quarter.

Weekly

☐

Meaning Statement Delivery

Craft and deliver a brief meaning statement to each patient that connects their treatment to a larger health outcome.

Per patient

☐

Personalization Cue Practice

Identify one way to personalize the operatory environment or interaction for each patient based on chart notes or conversation.

Per patient

☐

Clutter Reduction Protocol

Keep instrument trays covered or out of direct patient sightlines until needed. Conduct a daily operatory scan for visual stressors.

Daily

☐

Positive Priming Language

Open each appointment with a forward-looking, positive framing statement.

Per patient

High-Quality Connections & Empathy

Skill

Description

Frequency

SelfRating (1-5)

☐

Two-Minute Connection Practice

Spend the first two minutes of each appointment in nonclinical conversation, giving full eye contact, reflecting back what the patient says.

Per patient

☐

FACS Empathy Microresponse

Practice subtle facial mirroring when a patient describes discomfort or concern.

Per patient

☐

Name Use Pattern

Use the patient’s preferred name at least three times during each visit.

Per patient

☐

Interruption Audit

Track how often you interrupt patient explanations for one week. Allow the patient to complete their first statement before responding.

Daily

☐

Care Expression at Close

End each appointment with a genuine, specific expression of care.

Per patient

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Broaden-and-Build SelfSkill

Description

Frequency

☐

Positive Emotion Seeding

Begin each appointment by sharing something genuinely positive. Keep it authentic, not performative.

Per patient

☐

Strength Spotting

Identify and verbally acknowledge one patient strength per appointment related to their oral health behaviors.

Per patient

☐

Team Broaden Moment

During huddle or team time, share one positive patient story or outcome from the previous day.

Daily

☐

Curiosity Cultivation

Ask one genuinely curious question per appointment that goes beyond clinical necessity.

Per patient

☐

Play and Levity

Allow for appropriate, patient-led moments of humor or lightness during appointments.

Per patient

Rating (1-5)

Self-Efficacy SelfSkill

Description

Frequency

☐

Mastery Framing

When teaching patients oral hygiene techniques, frame instructions as achievable mastery.

Per patient

☐

Small Win Acknowledgment

Identify and celebrate a specific, observable oral health improvement at every recall visit.

Per patient

☐

Vicarious Modeling Story

Keep a brief library of de-identified patient success stories. Share when appropriate.

Per patient

☐

AutonomySupportive Language

Replace directive language with autonomysupportive language in home care instructions.

Per patient

☐

Clinician SelfEfficacy Practice

Maintain your own professional self-efficacy by tracking clinical skills growth.

Weekly

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Rating (1-5)

All rights reserved.

Placebo/Nocebo Response

Skill

Description

Frequency

SelfRating (1-5)

☐

Positive Expectation Framing

Before procedures, give a brief, truthful positive expectation rather than leading with what will hurt.

Per patient

☐

Nocebo Phrase Audit

Audit three phrases you commonly use before or during procedures and replace nocebo-loaded wording with accurate, calmer alternatives (Appendix B).

Monthly

☐

SensationBased Narration

Keep visually threatening instruments out of direct line of sight; describe what the patient will feel in neutral terms (pressure, vibration, warmth, fullness).

Per patient

☐

PreProcedure Calming Ritual

Use a consistent ritual—brief pause, eye contact, breathing cue, reassurance—to signal safety before beginning.

Per patient

☐

Team Language Alignment

Review and align procedure-related language as a team at least twice a year using Appendix B’s before-and-after examples.

Biannual

Active Constructive Responding (ACR) SelfSkill

Description

Frequency

☐

ACR Framework Practice

When a patient shares good news, respond with genuine curiosity and elaboration.

Per patient

☐

Patient News Logging

Note one positive thing a patient shared at a previous visit in their chart. Refer back to it at the next appointment.

Per patient

☐

Team ACR Round

During team meetings, practice responding to a colleague’s shared success with active constructive language.

Weekly

☐

Compliment Reception Practice

When a patient compliments your work or the practice, receive the compliment fully rather than deflecting.

Per patient

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Rating (1-5)

All rights reserved.

Goal Setting SelfSkill

Description

Frequency

☐

Patient Health Goal Elicitation

At each comprehensive exam, ask patients one openended health goal question.

Per patient

☐

SMART Goal Charting

When a patient expresses a desire for change, help them draft a SMART oral health goal and document it.

Per patient

☐

Implementation Intention Prompt

After establishing a home care goal, ask: “When specifically will you do this? What will be your cue?”

Per patient

☐

Team Goal Alignment

Set one measurable, shared team goal per quarter.

Review progress weekly at huddle.

Weekly

☐

Obstacle Anticipation

When setting patient home care goals, ask: “What’s likely to get in the way?”

Per patient

Rating (1-5)

Peak-End Rule SelfSkill

Description

Frequency

☐

Strong Closing Ritual

Design and consistently deliver a warm, positive appointment closing.

Per patient

☐

Peak Moment Engineering

Identify one moment per appointment that you can make meaningfully positive.

Per patient

☐

Difficult Appointment Recovery

When an appointment goes poorly, create a deliberate positive ending.

Per patient

☐

Appointment Experience Debrief

At the end of a long or complex procedure, ask: “How are you feeling right now compared to when we started?”

Per patient

☐

Front Desk Farewell Practice

Train and role-play the front desk departure experience.

Daily

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Rating (1-5)

All rights reserved.

Communication During Procedures SelfSkill

Description

Frequency

☐

Procedural Narration

Provide brief, neutral narrations during procedures.

Avoid lengthy explanations; use short, calm updates.

Per patient

☐

Time Orientation

Give time anchors during longer procedures: “We’re about halfway through,” “Just one more section.”

Per patient

☐

Check-In Protocol

Establish a consistent verbal or nonverbal check-in rhythm at natural procedural breaks.

Per patient

☐

Voice Tone Calibration

Practice lowering your vocal pitch and slowing your speech rate during procedures.

Weekly

☐

Silence as Communication

Practice purposeful silence—quiet, steady presence during patient transitions.

Per patient

Rating (1-5)

Putting Care Back in Dental Care SelfSkill

Description

Frequency

☐

Habit Audit

Once per quarter, identify one clinical communication habit that has calcified. Select one strategy from this book to replace it.

Weekly

☐

Peer Observation Exchange

Schedule at least one peer observation per year— observe a colleague’s patient interaction and invite the same in return.

Weekly

☐

Renewal Commitment

After reading each chapter, write one specific behavioral commitment.

Weekly

☐

Failure Review Practice

When a patient interaction goes poorly, conduct a brief structured review focused on learning.

Weekly

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Rating (1-5)

All rights reserved.

Gratitude & Mindfulness in Daily Practice SelfSkill

Description

Frequency

Rating (1-5)

☐

Pre-Shift Grounding

Before the first patient, take 60 seconds to pause, breathe, and set an intention for the day.

Daily

☐

Between-Patient Reset

Practice a 20-second intentional reset between patients.

Per patient

☐

Gratitude Notation

Keep a brief practice gratitude log—one specific thing per day that you are grateful for in your work.

Daily

☐

Patient Gratitude Expression

Once per day, express genuine, specific gratitude to a patient.

Daily

☐

Team Gratitude Ritual

Begin or end team meetings with one round of specific, expressed appreciation.

Weekly

Implementation / Appreciative Inquiry SelfSkill

Description

Frequency

☐

Best-Self Story

Write a 1-2 paragraph description of yourself at your best in a patient interaction. Read it monthly.

Weekly

☐

Appreciative Inquiry Question Bank

Maintain a personal bank of three to five AI questions you use in patient conversations or team discussions.

Weekly

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Rapid Prototype Commitment

When you identify a practice improvement during team discussion, commit to a small-scale trial within two weeks.

Weekly

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Called to Care Review Session

Schedule one 30-minute team session per month, reviewing one chapter and sharing one implementation success story.

Weekly

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Destiny Commitment Document

At least once per year, write a brief personal Destiny Document. Share with a trusted colleague for accountability.

Weekly

© 2026 Dental Care Alliance

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© 2026 Dental Care Alliance

All rights reserved.