The words to use
- Role-player
- A trained actor who plays the person in the scenario from a written brief, including how to react to what you do.
- Hidden concern
- A worry the actor shares only if you ask an open question and listen, such as the cost, or having no dentist of their own.
- Open question
- A question that cannot be answered with yes or no, such as "What's worrying you most?" It lets the person tell you what matters.
- False reassurance
- Promising an outcome you cannot know, such as "It won't hurt." It feels kind, but it closes the conversation and costs trust.
- Scope
- What you are trained and allowed to do. As an applicant you cannot diagnose, so you say so and offer a route to someone who can.
