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The exchange of information between individuals
what are two aspect of good communication?
- sending right information
- receiving right information
what is communication's main goal?
to establish good understanding between the patient and provider
what are some results of poor communication
- decrease in patients confidence
- misinterpretation of advice
- underlies most patient complaints
being a good listener creates what?
what are some results of good communication
- builds trust
- enhances patient satisfaction
- leads to realistic patient expectations
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
what are some results of communication filters
message sent is not the message that is received
what is communication filters associated with?
human bias-a major barrier to effective communication
what is some things that must be considered when speaking with individuals?
awareness of physical limitations, life experiences and cultural differences
what are the two methods of communication?
verbal and non-verbal
define verbal communication
spoken words, writing or sign language
define non-verbal communition
transfer of communication without words, writing or sign language such as facial expression, appearance, gestures or personal distance.
what are the three elements of communication
- 1-words at 7%
- 2-tone of voice at 38%
- 3-body language at 55%
what is the primary function of communication?
to establish understanding between patient and clinician
Define non-verbal communication
the transfer of information without speaking, writing or sign language
what are some non-verbal examples
facial expression, appearance, gaze, gestures, appearance, hairstyle, smiling and silence
the assumption of thinking we know who people are based on looks
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
the study of distance an individual maintains from other people and this separation relates to environmental and cultural factors
define personal space
distance from other people
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
the space we consider as belonging to us
what are some low-contact cultures
north america, northern europeans and asian
what are some high contact cultures?
mediterranean, arab and latin cultures
touching can communicate a variety of emotions such as?
support, protection, anger, tenderness or intimacy
what are Heslin's categories of touching behavior
- 5-sexual arousal
define patient-centered care
respecting the patient as a whole, unique individual
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
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
what are the 4 listening skills?
- 1-general tips for attentive listening
- 2-reflective listening
- 3-empathetic listening
- 4-clarify and confirm information
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
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
identifying with feelings or thoughts of another person
the art of treating people with tact and genuine concern
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