Chapter 12 Flashcards
Patient relations
- Appearance
- Attitude
Toward the patient
Toward what you are doing
Toward your own skill
Toward your co-workers especially your attitude toward
the dentist
Empathy
The ability to put yourself in someone else’s place to share their emotions
Chairside manner
Manner in which you conduct yourself in a professional but engaging manner. Try to make yourself accessible yet maintain a confident air
Verbal communication
- Make statement rather than questions
- Avoid negative words
- Education appropriate language-talking not lecturing
- Titles, Mr. Mrs. are important to some people more than others
Non-verbal communication
- Body language
- facial expressions
- body movement
- Notice the patients body language also
- Show - Tell - Do
- Keep eye contact
Impressions
- Maintain a professional appearance
- Do not chew gum
- Watch your manners ( some generations view different things as rude)
- Find out what the patient would like to be called
- Introduce yourself
- LISTEN
Facilitation skills
- Makes the conversation easier
- Asked open ended questions
- invite the patient to ask questions both verbally and openly
Coureous
- Honesty
- Kindness
- Caring
True or false. Skills that promote a good relationship between individuals are termed facilitation skills
False
True or false. Technical skills alone are sufficient for providing optimal patient care
False
True or false. The excessive use of technical words may confuse the patient and result in miscommunications
True
True or false. The devilary of speech is important in verbal communication; the dental radiographer should speak in a pleasant, relaxed manner
True
True or false. Nonverbal behavior cannot be used to enhance communication
False
True or false. If verbal messages are consistent with nonverbal messages, the patient is likely to respond with apprehension and mistrust
False
True or false. Eye contact plays a powerful role in the development of interpersonal relationship
True
