lecture 1: first impression

Question 1

communication skills needed for patient-centered care include eliciting the patient’s agenda with____________especially early on;
not interrupting the patient, and

Answer 1

open ended questions
not interrupting patient
engaging in focused active listening

Question 2

most important tool in dentistry

Answer 2

communication

Question 3

T/F
often taught that simply providing info is enough to change patient’s behavior

Answer 3

not true
need to motivate patient
need to teach/show patient VALUE of dentistry

Question 4

benefits of a good relationship
(B. ingersoll, behavioral aspects in dentistry

Answer 4

1. more likely to follow or recommendations
2. more likely to pay bills on time
3. more likely to refer others to your practice
4. reduces anxiety both patients and yours
5. less likely to sue

Question 5

outcomes of good communication:

Answer 5

build trust
reduce anxiety
inform before you perform!
pave way with words
increase patient satisfaction=increase your satisfaction

Question 6

68-70% of medical litigation cases cited what as the primary cause

Answer 6

communication

Question 7

7 steps in communicating effectively with patients

Answer 7

1. assess body language
2. make your interactions easy for them
3. show them proper respect
4. have patience
5. monitor your machanics
6. provide simple written instructions
7. give your patients ample time to respond and ask questions

Question 8

what’s perceived, not necessarily whats transpired

Answer 8

perception

Question 9

how words are spoken

Answer 9

delivery (perception)
vocal quality
tone
pitch
emphasis
volume
pause inflection

Question 10

perception of compassion and empathy

Answer 10

emotion (perception)

Question 11

stance, posture, gesture
use of space

Answer 11

body language (perception)

Question 12

facial/emtional
eye contact and smile

Answer 12

nonverbal percetion

Question 13

genuine involves the

Answer 13

eye muscles

Question 14

vocal/hearing:

Answer 14

unconscious personal habits:
uh
you know
right? ok?
clearing throat
monotone

Question 15

facial/emotional:

Answer 15

unconscious personal habits
eyebrows
fiddlings with glasses
hair
beard
earrings

Question 16

examples of unconscious personal (body) habits

Answer 16

spinning the pen/pencial
foot tapping
fingernails-tapping
rocking
hand gestures!!

Question 17

what to do when hands when speaking?

Answer 17

folded
behind back
akimbo
fig leaf

Question 18

hands on hips and elbows turned out

Answer 18

akimbo

Question 19

place hands in front of midsection

Answer 19

fig leaf

Question 20

nonverbal communication eamples:

Answer 20

appropriate space
eye contact
eye level
smile!

Question 21

appropriate space for nonverbal communication

Answer 21

arm’s length
remeber-dentist get in close and invade personal space

Question 22

roadblocks to good listening:

Answer 22

office distractions
multitasking (reviewing charts in front of patient or staff interruptions)

Question 23

verbals that promote conversation:

Answer 23

open-ended questions
use mr. mrs. ms. unless asked to do otherwise
dont rush
give pt chance to talk

Question 24

verbals that inhibit conversation:

Answer 24

rushing to diagnose (let patient be in part of decision making)
asking closed ended questions

Question 25

negative dentist attitudes

Answer 25

arrogance
sarcasm
high pressure marketing

Question 26

be accommodating:

Answer 26

make sure pt is comfortable
be flexible to ensure pt acceptance

Question 27

know patient’s feelings towards dental care:

Answer 27

always ask about previous dental experiences
(what they like and dont, how can make comfortable, never criticize anothers work)

Question 28

initial contact questions

Answer 28

how long since last visit?
what kind of past treatment and how was it?
do you have any concerns about receiving dental treatment?

opens doors for patients to talk freely.

Question 29

sometimes you need to communicate with faculty:
1
2
3

Answer 29

usually away from patient
remember they are a person not a time unit
think about how you present things

Question 30

reasons for dental anxiety:

Answer 30

embarrassmnet
parents

Question 31

physiological signs for dental anxiety
1
2
3

Answer 31

1. perspiration (sweat)
2. cardiovascular
3. respirations

Question 32

forehead
hands
palms
upperlip
under arm

Answer 32

perspiration physiological sign for dental anxiety

Question 33

blood pressure
heart rate

Answer 33

cardiovasulcar physiological sign for dental anxiety

Question 34

rate and depth

Answer 34

respirations of physiological sign for dental anxiety

Question 35

good ideas to reduce anxiety:

Answer 35

explain procedures before starting
give specific info during procedure
give reassurance
give pt sone control (raise hand)
prodice distraction
build trust
show personal warmth
stress-reduction protocol