The Hidden Messages Behind Our Praise (a Reflection for Dental Leaders)
By: Candy Velez, CRDH, BSDH, IgniteDDS Dental Hygiene Coach
As a leader or manager of a dental practice, have you ever considered how your words of praise are actually received by your team?
As a hygienist โ and as a coach who focuses on elevating standards โ I listen differently. I notice the small details, the subtle cues that quietly shape culture over time.
We donโt just shape behavior through systems.
We shape it through what we consistently praise, reward, and acknowledge.
Every comment a leader makes sends a message โ even the casual comments in passing.
The Messages Behind Everyday Praise
Let’s take a few of these comments, for example:
- โWow, you finished on time today.โ
- โThat patient didnโt take long, great job!โ
- โAwesome job staying on schedule.โ
On the surface, these comments seem harmless โ positive, even โ but when repeated over time, they begin to communicate something deeper.
These comments suggest that speed matters more than substance.
That being done matters more than being thorough, and speed outranks excellence.
And teams listen.
The Unintended Consequence
When time becomes the most celebrated metric, clinicians naturally begin serving the clock rather than serving the patient. The focus subtly shifts from quality to completion.
This doesnโt happen because people stop caring. It happens because humans repeat what gets reinforced. And over time, that reinforcement shapes behavior.
We begin to see:
- Rushed conversations
- Incomplete assessments
- Shortened education
- โGood enoughโ documentation
- Quiet internal conflict for clinicians who yearn to do more, but feel the silent pull and praise of the clock
The leader quietly teaches: Finish fast, and youโre doing great.
Every time we celebrate speed over substance, we send a powerful signal: excellence is negotiable, as long as the clock is satisfied.
Why Reinforcement Shapes Habits
As James Clear explains in his book Atomic Habits, the habits that stick are the ones that are rewarded โ even in subtle ways.
If speed is praised, speed becomes the goal. If thoroughness is noticed, celebrated, and supported, thoroughness becomes the standard.
The question isnโt whether your team is being shaped.
The question is what are our teams being shaped to prioritize?
As leaders, when we find ourselves frustrated โ asking why certain things arenโt being done โ itโs worth pausing to ask:
- Are we reinforcing the behaviors we actually want to see?
- Are we creating an environment that supports the desired habits?
Shifting the Reinforcement
This is where leadership becomes intentional. Instead of defaulting to time-based praise, consider reinforcing behaviors that support quality and consistency:
- โI appreciated how clearly you walked that patient through their Perio diagnosis.โ
- โThank you for completing your documentation first before moving on to your next patient โ that protects everyone.โ
- โI noticed how calm and thorough that visit went.โ
- โCalling your patient after yesterdayโs visit is so thoughtful and a great example of patient-centered care.โ
These comments matter. They tell the team: This is what we value here.
The Takeaway: Designing a Culture of Excellence
We donโt just design systems. We design behavior. And behavior follows what is:
- Rewarded
- Praised
- Acknowledged
When leaders align their systems and their reinforcement with the outcomes they truly want, quality becomes part of the culture โ not something people struggle to maintain.
Final Reflection for Leaders
What behaviors are we unintentionally reinforcing with our seemingly positive comments? Is your praise aligned with the kind of care you say you value?
Ask yourself these questions and adjust your approach thoughtfully. When your praise truly aligns with your priorities, your culture shifts.
This is how excellence becomes consistent and expected โ not by accident, but by design.
Candy Velez, CRDH, BSDH
๐ง candy.velez@ignitedds.com
