Communication skills

Question 1

what is communication?

Answer 1

exchanging information
letter/face-to-face/virtual
message from sender, interpretation from receiver, feedback from receiver
verbal and non-verbal

Question 2

why is communication needed in dentistry?

Answer 2

consent for treatment
GDC requirement
rapport with patients

Question 3

the mehrabian formula

Answer 3

7% words
37% tone of voice
55% body language

Question 4

body language in dentistry

Answer 4

face the patient
open and relaxed e.g., mirroring
facial expressions
smile - even with a mask you can tell when someone is smiling as you

Question 5

verbal communication in dentistry

Answer 5

clarify with patients
check understanding and they are engaged
summarise
don’t use of jargon

Question 6

what are the challenges with communication?

Answer 6

some patients are nervous - may come across as angry or upset
masks and COVID restrictions
how do you know your patient has processed the information - repeat and summarise key points

Question 7

what if someone is angry?

Answer 7

listen
I am sorry you feel this way
I would probably feel the same way if I were in your shoes!
what can I do to help?
Reflect and repeat back key points

Question 8

what if someone is upset?

Answer 8

listen. tissues. water.
what can we do to make it easier?
what is going on at home? neighbours?
support? do you see someone everyday?
(If needing support, ask if talked to GP, otherwise tell Zoe abbas or clinician)