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Define communication
The exchange of information between individuals
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what are two aspect of good communication?
- sending right information
- receiving right information
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what is communication's main goal?
to establish good understanding between the patient and provider
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what are some results of poor communication
- decrease in patients confidence
- misinterpretation of advice
- underlies most patient complaints
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being a good listener creates what?
effective communicaton
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what are some results of good communication
- builds trust
- enhances patient satisfaction
- leads to realistic patient expectations
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what are communication filters
individual interpretation of message sent based on his or her own life experience, beliefs, physical limitation and gender or cultural diversity
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what are some results of communication filters
message sent is not the message that is received
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what is communication filters associated with?
human bias-a major barrier to effective communication
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what is some things that must be considered when speaking with individuals?
awareness of physical limitations, life experiences and cultural differences
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what are the two methods of communication?
verbal and non-verbal
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define verbal communication
spoken words, writing or sign language
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define non-verbal communition
transfer of communication without words, writing or sign language such as facial expression, appearance, gestures or personal distance.
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what are the three elements of communication
- 1-words at 7%
- 2-tone of voice at 38%
- 3-body language at 55%
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what is the primary function of communication?
to establish understanding between patient and clinician
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Define non-verbal communication
the transfer of information without speaking, writing or sign language
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what are some non-verbal examples
facial expression, appearance, gaze, gestures, appearance, hairstyle, smiling and silence
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define stereotype
the assumption of thinking we know who people are based on looks
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two facts about stereotypes are?
1- within 60 seconds people make assumptions about an individual
2-within 5 minutes conclusions have been drawn about a person
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define proxemics
the study of distance an individual maintains from other people and this separation relates to environmental and cultural factors
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define personal space
distance from other people
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how is personal space relate to dental care?
entering personal space is necessary, if not carefully handled may cause the patient to feel threatened or insecure
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define territory
the space we consider as belonging to us
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what are some low-contact cultures
north america, northern europeans and asian
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what are some high contact cultures?
mediterranean, arab and latin cultures
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touching can communicate a variety of emotions such as?
support, protection, anger, tenderness or intimacy
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what are Heslin's categories of touching behavior
- 1-functional/professional
- 2-social/polite
- 3-friendship/warmth
- 4-love/intimacy
- 5-sexual arousal
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define patient-centered care
respecting the patient as a whole, unique individual
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what does RESPECT stand for?
- Rapport- suspend judgment
- Empathy- patient has come 2 u 4 help
- Support- help patient overcome barriers
- Partnership- allow equal decision making
- Explanation- check 4 understanding
- Cultural competence- respect cultural beliefs
- Trust- work to establish trust
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what are two skills for establishing rapport?
1-get the apt off to a good start- have an open, friendly expression, smile
2-monitor your body language-maintain appropriate distance from patient
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what are the 4 listening skills?
- 1-general tips for attentive listening
- 2-reflective listening
- 3-empathetic listening
- 4-clarify and confirm information
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what are some tips for effective questioning?
- 1-gathering information
- 2-use of closed questions
- 3-use of open-ended questions
- 4-exploring details with open-ended question
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what are the 6 communication tasks during patient assesment
- 1-giving information to patient
- 2-explaining a procedure
- 3-seeking cooperation from patient
- 4-offering encouragement
- 5-offering reassurance
- 6-give feedback
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define empathy
identifying with feelings or thoughts of another person
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define diplomacy
the art of treating people with tact and genuine concern
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define health literacy
the degree to which an individual have the capacity to obtain, process and understand health 411 and services needed to make appropriate oral health decisions
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