Week 8 PP

Question 1

Communication defined

Answer 1

Defined as the sending of a message by one individual and receiving of the same message by another individual

Question 2

What is the greatest problem with communication?

Answer 2

WE dont listen to understand. WE listen to reply

Question 3

How to develop effective communication?

Answer 3

Understanding the communication process and combining this understanding with your past experiences will help you delveop positive communication skills.

Question 4

What is one of the most important aspects of a dental assistant’s job?

Answer 4

Effective communication
AS a DA we spend the majority of our working day communicating with others (patients and team members)

Question 5

Noise affects how a message is recieved or understood. The factors that can influence this are:

Answer 5

• 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

Question 6

3 Purposes of Therapeutic Communication

Answer 6

1. To collect healthcare-related information about the patient
2. To provide feedback in the form of healthcare-related information, education, and training
3. To assess the patient’s behavior and, when appropriate, and try to modify that behavior.

Question 7

2 Types of Questions:

Answer 7

1. Open ended
2. Closed ended

Question 8

What is a Closed-Ended Question?

Answer 8

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.

Question 9

What do Close Ended Questions begin with?

Answer 9

-Do
-Has
-Have
-Can
-Will

Question 10

What are Open ended Questions?

Answer 10

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.

Question 11

What do Open Ended Questions begin with?

Answer 11

-Who
-What
-Where
-when
-How
_Which

Question 12

Ways of communicating?

Answer 12

Facial expressions
Appearance
Guestures
Mannerisms
Listening
Voice Inflection
Attitudes
Actions

Question 13

Mesasges can be broken into 2 categories:

Answer 13

1. Verbal
2. Non Verbal

Verbal and nonverbal language differs amoung cultures

Question 14

Proper verbal communication is based on..

Answer 14

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

Question 15

When communicating with a dental patient you…

Answer 15

-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

Question 16

Effective Words - Instead of this…. try this…..

Answer 16

Pain = discomfort
Shot = anesthetic
Pull = remove
Drill = Prepare tooth
filling = restoratation
False Teeth = Denture
Operatory = Treatment Area
Waiting Room = Reception Area

Question 17

Voice quality accounds for more than _____ of the impact of the total message and reveals alot about the individual.

Answer 17

1/3

Question 18

Effective Voice Quality

Answer 18

Develop a Pleasant Tone
Speak slowly
Enunciate your words
Speak so you can be heard but dont yell

Question 19

Greatest Arts of Communication?

Answer 19

Listening is one of the greatest arts of communication and good listening means that you must concentrate entirely on the patient.

Question 20

How to be a better listener?

Answer 20

-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

Question 21

What is Nonverbal Communication?

Answer 21

-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

Question 22

Why is position so important in communication?

Answer 22

Communication can be conveyed through position

Question 23

What is Open Body Posture?

Answer 23

more effective when trying to appear confident

Question 24

What are the 4 Distance Zonse when interacting with others?

Answer 24

◦ 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

Question 25

Recognizing Nonverbal Cues

Answer 25

-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

Question 26

What nonverbal cues should a DA be aware of?

Answer 26

DAs should be aware of the signs of nervousness, pain, lack of interest, anxiety or defensiveness.

Question 27

What to remember while assisting chairside?

Answer 27

While chairside, be careful not to convey a feeling of alarm or concern on your face as this could cause the patient anxiety.

Question 28

How a patient may show nervousness nonverbally?

Answer 28

Patient may lock their ankles, clench their hands or the chair arm rests.

Question 29

How a patient may show defensiveness nonverbally?

Answer 29

crossed arms and clenched fists can be a sign of disagreement or defensiveness

Question 30

How to show openness nonverbally as a DA?

Answer 30

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.

Question 31

How a patient may show embarrassment nonverbally?

Answer 31

patient may cover their mouth with their hand or tighten the upper lip to cover their teeth while speaking.

Question 32

Touch can be very effective when trying to communicate, but what are the risks of using touch?

Answer 32

* 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.

Question 33

How to avoid sending mixed messages?

Answer 33

The key to ensure your nonverbal communication matches the meaning of your verbal communication

Question 34

Stop, Look, Listen

Answer 34

Stop – tune out distractions (noise) ◦ Look – watch the nonverbal cues ◦ Listen – paraphrase details and create meaning

Question 35

Communicating with a Person in a Wheelchair/Walker

Answer 35

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.

Question 36

Communicating with a Vision Impaired Patient

Answer 36

* The dental assistant may need to read questions or have a guardian review materials that require a response, such as a health questionnaire.

Question 37

Communicating with a Hearing Impaired Patient

Answer 37

* 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.

Question 38

Communication when there is an interpreter

Answer 38

* 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.

Question 39

Written communication

Answer 39

When possible, provide written material, or simple, illustrated materials for the patient to take home.

Question 40

Communicating with Waiting Patients

Answer 40

* 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.

Question 41

Communicating with Difficult or Challenging Patients

Answer 41

-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)

Question 42

Culture and Communication

Answer 42

* 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.

Question 43

What is ethnocentrism?

Answer 43

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.

Question 44

What is culture?

Answer 44

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.