Communication

Question 1

What are the key communication points

Answer 1

• non judgemental
• appropriate language (if you use dental jargon, make sure you explain)
• listen and respond to your patient
• empathy
• interest in patient
• non-verbal communication

Question 2

What are the 6 elements of communication

Answer 2

• Understanding non-verbal communication
• Listening
• Engaging people to talk
• Asking questions and obtaining feedback
• Acknowledging other people’s feelings
• Giving feedback

Question 3

Describe the structure for effective and appropriate communication with patients and family memmbers

Answer 3

• Initiating the consultation (always make sure to introduce yourself and explain who you are)
• Gathering information
• Understanding the patients perspective
• Providing structure to the consultation
• Building the relationship
• Closing the consultation

Question 4

What discussions require dentist/patient communication

Answer 4

• History taking (MH, SH, DH)
• Explaining test results
• Explaining a diagnosis and prognosis
• Planning treatment
• Discussion of possible treatment options
• Explaining treatment procedure
• Giving information needed for consent
• Motivating a patient (tobacco, alcohol)
• Breaking bad news
• Handling complaints

Question 5

What are examples of non verbal communication

Answer 5

• Explaining
• Questioning,
• Listening
• Clarifying
• Repeating
• Goal setting

Question 6

What are examples of non verbal communication

Answer 6

• Body language
• Eye contact
• Facial expressions
• Proximity and personal space
• Level and posture
• Touch

Question 7

What are the 3 types of questions

Answer 7

open

closed

focussed

Question 8

When should open questions be used

Answer 8

• facilitate information gathering e.g. ‘how are you today?’

Question 9

When should closed questions be used

Answer 9

• yes/no, clarify points and agree expectations e.g. ‘are you happy to see the hygienist?’

Question 10

When should focussed questions be used

Answer 10

• guiding, explaining, negotiating e.g. ‘What do you do when the pain starts?’

Question 11

How should we shape a consultation

Answer 11

beginning

middle

end

Question 12

What should we talk about in the beginning of a consultation

Answer 12

• use open questions to invite, engage and facilitate the giving of information

Question 13

What should we talk about in the middle of a consultation

Answer 13

• may use focussed questions to explain treatment planning, give advice

Question 14

What should we talk about at the end of a consultation

Answer 14

• closed questions to clarify plans and agree outcomes/expectations