Week 8 PP Flashcards
Communication defined
Defined as the sending of a message by one individual and receiving of the same message by another individual
What is the greatest problem with communication?
WE dont listen to understand. WE listen to reply
How to develop effective communication?
Understanding the communication process and combining this understanding with your past experiences will help you delveop positive communication skills.
What is one of the most important aspects of a dental assistant’s job?
Effective communication
AS a DA we spend the majority of our working day communicating with others (patients and team members)
Noise affects how a message is recieved or understood. The factors that can influence this are:
- language or culture of the sender/reciever
-method that the message is sent
-voice used to convey the message
-importace of the communication or the level of interest to the reciever
-the timing of the message
-the environment, including noise sound levels
-the emotional and/or physical state of the receiver
-the educational level of the sender/reciever
-the listening styleused by the receiver
3 Purposes of Therapeutic Communication
- To collect healthcare-related information about the patient
- To provide feedback in the form of healthcare-related information, education, and training
- To assess the patient’s behavior and, when appropriate, and try to modify that behavior.
2 Types of Questions:
- Open ended
- Closed ended
What is a Closed-Ended Question?
Questions that can be answered with a “yes” or a “no”. These questions are best used to confirm information, to limit conversation or to close a conversation.
What do Close Ended Questions begin with?
-Do
-Has
-Have
-Can
-Will
What are Open ended Questions?
Questions that require more than a yes or a no answer. These questions are best used to obtain information, maintain control of the coversation or build rapport.
What do Open Ended Questions begin with?
-Who
-What
-Where
-when
-How
_Which
Ways of communicating?
Facial expressions
Appearance
Guestures
Mannerisms
Listening
Voice Inflection
Attitudes
Actions
Mesasges can be broken into 2 categories:
- Verbal
- Non Verbal
Verbal and nonverbal language differs amoung cultures
Proper verbal communication is based on..
common language where the sender and receiver are using words they both understand to have the same meaning
remember words mean different things to different people and they can mean different things in different situations
When communicating with a dental patient you…
-Use terminology that the patient understands
-Do not confuse the patient with terminology or technical language
-Select words that will not frighten, intimidate, or upset the patient
-Use common words that the patient understands and have the same meaning
Effective Words - Instead of this…. try this…..
Pain = discomfort
Shot = anesthetic
Pull = remove
Drill = Prepare tooth
filling = restoratation
False Teeth = Denture
Operatory = Treatment Area
Waiting Room = Reception Area
Voice quality accounds for more than _____ of the impact of the total message and reveals alot about the individual.
1/3
Effective Voice Quality
Develop a Pleasant Tone
Speak slowly
Enunciate your words
Speak so you can be heard but dont yell
Greatest Arts of Communication?
Listening is one of the greatest arts of communication and good listening means that you must concentrate entirely on the patient.
How to be a better listener?
-Not letting your mind wander
-Don’t concentrate on formulating a reply - listen to the patient
-Look as well as listen
-Do not stereotype - person’s appearance should not influence your response
-Be careful of selective hearing
-Don’t get impatiet
What is Nonverbal Communication?
-Conveyed by our body language
-Posture, movements and attitudes transmit major messages
-Assistants should be aware of the signs of tension, stress, pain, lack of interest or anxiety
-Chairside, be careful not to convey a feeling of alarm on your face as a reaction to something going wrong during a procedure
This response could alarm the patient
Why is position so important in communication?
Communication can be conveyed through position
What is Open Body Posture?
more effective when trying to appear confident
What are the 4 Distance Zonse when interacting with others?
◦ Intimate distance –45 cm (18 in)
◦ Personal distance – 1.5 to 4 feet apart
◦ Social distance – 4 to 12 feet apart
◦ Public distance – more than 12 feet apart
Recognizing Nonverbal Cues
-Non-verbal cues refer to the gestures and body movements that a person akes in a given situation
-An alert RDA can pick up on these non-verbal cues and interpret them while communicating with the patient
-A series of getures can give a more realistic inidication of a patient’s attitude
What nonverbal cues should a DA be aware of?
DAs should be aware of the signs of nervousness, pain, lack of interest, anxiety or defensiveness.
What to remember while assisting chairside?
While chairside, be careful not to convey a feeling of alarm or concern on your face as this could cause the patient anxiety.
How a patient may show nervousness nonverbally?
Patient may lock their ankles, clench their hands or the chair arm rests.
How a patient may show defensiveness nonverbally?
crossed arms and clenched fists can be a sign of disagreement or defensiveness
How to show openness nonverbally as a DA?
sitting beside a patient to talk instead of behind a desk may remove a barrier to
communication of the patient feeling that the dental professional is acting in an authoritative
position.
How a patient may show embarrassment nonverbally?
patient may cover their mouth with their hand or tighten the upper lip to cover their teeth while speaking.
Touch can be very effective when trying to
communicate, but what are the risks of using
touch?
- Reassuring touch is therapeutic and can boost compliance and encourage selfdisclosure. Can contribute to a more positive patient- oral health professional relationship.
- Be cautious not to use a touch gesture that imposes more intimacy on the patient than they desire.
How to avoid sending mixed messages?
The key to ensure your nonverbal communication matches the meaning of your verbal communication
Stop, Look, Listen
Stop – tune out distractions (noise)
◦ Look – watch the nonverbal cues
◦ Listen – paraphrase details and create meaning
Communicating with a Person in a Wheelchair/Walker
For people with wheelchairs, walkers, crutches or canes it may be necessary to take
extra time when asking them to move about, or it may even be necessary to go to them
directly with forms or paperwork.
* Sit at the same level as they are to communicate information.
Communicating with a Vision Impaired Patient
- The dental assistant may need to read questions or have a guardian review materials that require a response, such as a health questionnaire.
Communicating with a Hearing Impaired Patient
- Communication may need to be written out, or the dental assistant may need to stand in front of the patient to ensure that the patient can read the speaker’s lips.
- A sign language interpreter may also be necessary.
- May need to remove your mask when talking.
Communication when there is an interpreter
- When an interpreter is required (language, sign language), miscommunication could arise.
- A family member who is not knowledgeable in medical and dental terminology may
incorrectly translate your message. - The presence of a family member or friend may also constitute a serious breach of patient
confidentiality. Patient’s must give permission before sharing any patient information.
Written communication
When possible, provide written material, or simple, illustrated materials for the patient to take home.
Communicating with Waiting Patients
- One of the responsibilities of the receptionist is to keep patients informed of delays and to indicate the waiting time.
- Unexpected delays or emergencies should be explained honestly.
- Be honest about the length of time that the patient will have to wait to be seen.
Communicating with Difficult or Challenging Patients
-May encounter a patient who is difficult to manage and presents a challenging situation
-Could result from patient’s fear of treatment, waiting too llong in the reception area, or some other reason (cost $).
-Important to determine the problem and try to resolve the issue (use open communication)
Culture and Communication
- Cultural awareness is crucial to be able to respond to others in a sensitive and appropriate manner.
- Learning to think, act, and work productively in partnership with people of different cultures,
abilities, sexual orientation, and genders requires some us to change. - Cultural awareness is a life-long learning process.
- We want to be especially careful with stereotyping. This assumes all members of a group will be homogenous, with no individual variation.
What is ethnocentrism?
Believing that ones own cultural beliefs, ideas and values are correct and are used to asses other cultural groups.
Just because we have encountered another person, it doesn’t mean that they have the same characteristics, expectations or same way of communicating that we do.
What is culture?
Culture is the ways of life that we learn from our families and communities
In behavour and performan (how we sit, walk, and interact with others)
-Traditions, foods, languages and celebrations. Influences on actions and ideals.
