A drill, a saw...and a lesson in communication

A few weeks ago, I had a pretty interesting dental experience.

Now, I don’t know how many of you actually enjoy going to the dentist, but I dread it. And this wasn’t just any appointment—I was booked in with a surgeon to have a baby tooth extracted and an implant drilled in. I had been putting this off for years.   

So, there I was—lying back in the chair, surgeon on one side, technician on the other. I was trying to keep it together but was very much on edge. I’ll spare you the gory details, but let’s just say—things got more complicated than expected. 

Thirty minutes in, the surgeon looked at me and said, "We’ll have to go with Plan B." 

That can’t ever be good. 

And yet—despite how intense the procedure was, I felt completely at ease. 

Why? Because of how the surgeon communicated.

Even when he had to adjust his approach, even when things got more invasive, I never felt panicked. He:

Built rapport from the start, making me feel like I was in good hands.

Talked me through everything—step by step, no surprises.

Simplified the complex, so I understood what was happening.

Balanced what I wanted to hear with what I needed to hear.

Spoke with warmth and confidence, so I trusted him completely.

 

And that’s exactly what a great presentation does. You’re probably not trying to yank teeth out of your audience—but you are pitching ideas that might be complex, costly, or unfamiliar. And like me in that chair, your audience might not be thrilled to hear them. 

Just like my surgeon, you need to get your audience to:

✅  Trust you & feel at ease (facts matter—so does rapport!)

✅  Understand your message

✅  Stay engaged

✅  Buy in 

Each of these elements plays a role in how effectively we communicate.

Confidence, clarity, warmth, and connection don’t happen by accident—we have to work on them. 

Another powerful example of communication

A few years ago, I witnessed an incredible display of communication between a doctor and my father. This wasn’t just impactful—it was a high-stakes situation. Life-or-death, in fact.  You can have a look here.