DH Final

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  1. Define communication
    The exchange of information between individuals
  2. what are two aspect of good communication?
    • sending right information
    • receiving right information
  3. what is communication's main goal?
    to establish good understanding between the patient and provider
  4. what are some results of poor communication
    • decrease in patients confidence
    • misinterpretation of advice
    • underlies most patient complaints
  5. being a good listener creates what?
    effective communicaton
  6. what are some results of good communication
    • builds trust
    • enhances patient satisfaction
    • leads to realistic patient expectations
  7. 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
  8. what are some results of communication filters
    message sent is not the message that is received
  9. what is communication filters associated with?
    human bias-a major barrier to effective communication
  10. what is some things that must be considered when speaking with individuals?
    awareness of physical limitations, life experiences and cultural differences
  11. what are the two methods of communication?
    verbal and non-verbal
  12. define verbal communication
    spoken words, writing or sign language
  13. define non-verbal communition
    transfer of communication without words, writing or sign language such as facial expression, appearance, gestures or personal distance.
  14. what are the three elements of communication
    • 1-words at 7%
    • 2-tone of voice at 38%
    • 3-body language at 55%
  15. what is the primary function of communication?
    to establish understanding between patient and  clinician
  16. Define non-verbal communication
    the transfer of information without speaking, writing  or sign language
  17. what are some non-verbal examples
    facial expression, appearance, gaze, gestures, appearance, hairstyle, smiling and silence
  18. define stereotype
    the assumption of thinking we know who people are based on looks
  19. 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
  20. define proxemics
    the study of distance an individual maintains from other people and this separation relates to environmental  and cultural factors
  21. define personal space
    distance from other people
  22. 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
  23. define territory
    the space we consider as belonging to us
  24. what are some low-contact cultures
    north america, northern europeans and asian
  25. what are some high contact cultures?
    mediterranean, arab and latin cultures
  26. touching can communicate a variety of emotions such as?
    support, protection, anger, tenderness or intimacy
  27. what are Heslin's categories of touching behavior
    • 1-functional/professional
    • 2-social/polite
    • 3-friendship/warmth
    • 4-love/intimacy
    • 5-sexual arousal
  28. define patient-centered care
    respecting the patient as a whole, unique individual
  29. 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
  30. 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
  31. what are the 4 listening skills?
    • 1-general tips for attentive listening
    • 2-reflective listening
    • 3-empathetic listening
    • 4-clarify and confirm information
  32. 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
  33. 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
  34. define empathy
    identifying with feelings or thoughts of another person
  35. define diplomacy
    the art of treating people with tact and genuine concern
  36. 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
Card Set:
DH Final
2013-06-22 00:20:35

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