"No offense but I hate going to the dentist". If you've been practicing dentistry long enough, I'm sure you've had patients plop in the chair and say this to you. They don't mean anything personal. And yet, you know first hand how a patient presenting with a negative attitude can inadvertently predispose themselves to negative outcomes when it comes to dental treatment. You also know how important your words matter in communicating and managing patients in the attempt to help create a positiv...