5 ways to break the “curse of knowledge” and improve dental patient communication

Picture this: You’re explaining a prosthetic procedure to a patient, and you leave no detail out. The phrases “CAD/CAM-generated,” “implant-supported,” “screw-retained,” “segmented,” “zirconia framework,” “and ceramic-layered reconstruction” flow freely. You pause, expecting a nod of understanding from your patient, but instead you’re met with a blank stare. What went wrong? 

Your in-depth explanation and use of technical jargon confused and overwhelmed the patient. 

This disconnect when communicating intricate procedures is a common hurdle for dentists. It’s rooted in what behavioral scientists call the curse of knowledge, a cognitive bias that assumes everyone knows as much as you on a given topic.¹ It can be hard to explain a topic to someone who doesn’t have your level of expertise.  

For dentists, this bias can turn patient conversations into confusing experiences that frustrate patients, erode trust, and limit informed decision-making and treatments.  

But the good news is: this isn’t inevitable. With an understanding of your bias and a few strategies, you can break this curse and transform your patient communication skills.  

Understand the curse of knowledge 

The curse of knowledge is an extensively researched psychological phenomenon that was popularized in the 2007 book, Made to Stick: Why Some Ideas Survive and Others Die.2 Authors Chip and Dan Heath explore the concept of stickiness, and how to communicate in a way your audience will understand and remember.  

As the Heaths explain, “Becoming an expert in something means that we become more and more fascinated by nuance and complexity. That’s when the curse of knowledge kicks in, and we start to forget what it’s like not to know what we know.” They pointed to the psychology experiments of Elizabeth Newton to highlight the disconnect.³ 

Participants in Newton’s 1990 study at Stanford University were asked to tap out simple, well-known tunes (including Happy Birthday and The Star-Spangled Banner) on a desk while others tried to identify them. When asked, tappers on average estimated that their listeners would recognize the songs some 50% of the time. The reality? Only 2.5% recognized them.³ 

Why is this? The tappers held the knowledge—the song titles—which made it “impossible for them to imagine what it’s like to lack that knowledge,” the Heaths wrote. So, the tappers struggled to predict and understand the perspective of others who lacked that knowledge. 

This idea plays out regularly in dentistry when our knowledge of procedures, materials, and technologies blinds us to how confusing and intimidating it can be to patients.

5 curse-shattering dental communication strategies

Clear communication is the foundation of good patient care. It goes beyond explaining procedures and treatment options simply; it requires dentists to ensure their patients are informed about, comfortable with, and confident in their dental decisions. 

By adopting these five strategies, dentists can break the knowledge curse to build trust and understanding with their patients so they can deliver informed and positive care.

1. Think (and talk) like a patient. Step into your patients’ shoes. Try to imagine how they’re feeling. What are their concerns? Their goals? Then, frame your explanations around their perspective. You’ll have to trade technical jargon for everyday terms, but remember, your patients need and want clear and simple information.
2. Encourage two-way conversations. The patient-dentist relationship is not one-sided. When explaining treatment options, encourage and make time for your patients to ask questions. Ask open-ended questions like, “Does this make sense?” or “What questions do you have about this treatment option?” Listen actively to their answers. Doing so will help you tailor your responses to address fears or confusion.
3. Use visual aids. Where words fail, visual aids such as diagrams, educational videos, digital models, or charts can turn a confusing, abstract concept into something tangible. Such tools can enhance a patient’s understanding of hard-to-grasp information.
4. Build a culture of communication. Good patient communication doesn’t start and end with the dentist; it extends to your entire team. Talk to your staff about the curse of knowledge and provide resources on how they can effectively connect with patients. Keep the conversation open and look for ways to improve your team’s communication.
5. Lead with empathy. When in doubt, stay empathetic. Acknowledge that the information you’re sharing may be unfamiliar and overwhelming. Your empathy and patience with patients will create a more comfortable, open space for discussion.

At its root, dentistry is about relationships, and breaking the curse of knowledge strengthens the patient-provider bond.

Think about it: When patients leave your office feeling understood and with a clear understanding of their options, they aren’t only more informed, they’re also more likely to follow through on their treatments. By simplifying your explanations and being empathetic, you can build patient confidence and empower them to seek your care.

Editor's note: This article appeared in the November/December 2025 print edition of Dental Economics magazine. Dentists in North America are eligible for a complimentary print subscription. Sign up here.

References

1. Heath C, Heath D. The curse of knowledge. Harvard Business Review. December 2006. https://hbr.org/2006/12/the-curse-of-knowledge

2. Heath C, Heath D. Made To Stick: Why Some Ideas Survive and Others Die. Random House. January 7, 2007.

3. Getting attention. Stanford Magazine. July/August 2007. https://stanfordmag.org/contents/getting-attention