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

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

I don’t know how many of you actually enjoy going to the dentist—but I dread it. So imagine how I felt walking into a dental surgery to have a baby tooth extracted and an implant drilled in. I’d put it off for years, but finally booked it a few months ago.

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 (and trust me, it was)—I felt completely at ease. 

Why? Because of how the surgeon communicated.

Even when things got more invasive, I never felt panicked. He:

Built rapport from the start, I felt 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, your job is to help them:

✅  Trust you & feel at ease (facts matter—but 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. But when it all comes together, it makes even the most uncomfortable message easier to hear.

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.