1. Introduction

Question 1

Define ‘communication’

Answer 1

• the process by which info, meaning and feelings are shared by people through the exchange of verbal and non-verbal messages

Question 2

Define ‘communication skills’

Answer 2

• behaviours which facilitate expressing, receiving and understanding information

Question 3

Myths about communication

Answer 3

• attribute of personality, fixed and cannot be learned
• best picked up by experience
• they are no more than common sense

Question 4

Why is communication so important?

Answer 4

• around half patients problems and concerns aren’t picked up in consultation
• around half of ‘hidden’ psychological problems go undetected
• most patient complaints are either specificaly related to communication or have major communication component
• lots of patients don’t remember what dentist tells them about diagnosis and treatment etc
• need to communicate in diverse communities

Question 5

Challenges of communication

Answer 5

• patients with mental impairment (dementia, learning difficulties)
• deaf or hard of hearing patients
• patients whose first language isnt English
• patients with raised emotional levels e.g anxiety, anger

Question 6

How does good communication improve clinical outcomes?

Answer 6

• creates good inter-personal relationships
• exhanges info both ways
• make treatment-related decisions - shared decision making

Question 7

How does the Calgary Cambridge framework view communication?

Answer 7

• known as the ‘disease framework’
• health professionals speak and think in the language of bio-medical
• facts, measurable intervals, sizes, sequences, events
• but patients speak in the language of the ‘lived world’ called the ‘illness framework’ using relationships, personal meanings, myths, metaphors, causes

Question 8

How to build a patient relationship?

Answer 8

• use appropriate non-verbal behaviour and supportive language
• developing rapport
• involving patient
• demonstrating empathy

Question 9

How to support patient understanding?

Answer 9

• summarising at appropriate intervals throughout
• signposting - explicit commentary on what’s happening next
• sequencing - a logical, well paced flow to the app

Question 10

Why do dentists need to gather info?

Answer 10

• to gain an accurate picture of patients problem
• achieve shared understanding of situation
• enable diagnosis and management plan to form

Question 11

Why do we give explanations for treatment?

Answer 11

• gauge amount and type of info each patient needs
• try to ensure patient understands and remembers
• relate explanation to patients stated ICE
• share own thoughts and involve patient in plan

Question 12

Key things for dental explanation

Answer 12

• assess patients starting point
• give info in chunk/check method
• ask what info is useful for patient
• avoid jargon