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The ability to communicate – an important factor in successful dental practice Honorata Shaw Department of Biomaterials and Experimental Dentistry Lecture content • The role of communication in society • Methods of communication • Verbal and nonverbal communication • Correct versus incorrect communication Why should we learn communication at all? The Bologna Declaration • Signed 19th June 1999 by Ministers of Education of 29 European Countries • Idea: convergence of higher education in Europe • Aim: by 2010 – the creation of European Space of High Education ( with preservation of the national characteristics of each system in the different countries) ADEE: the competence of a new European dentist • In chapter profile: „ A newly graduated • • • European dentist should: Possess broad academic knowledge and be prepared to work in all fields of clinical dentistry Be properly trained in the theoretical bases of dentistry Be prepared to cooperate with other members of the health service i.e; should possess a well developed ability to communicate Competence (cont.) • Be prepared for constant learning and professional development throughout the remainder of her/his life • Be able to conduct comprehensive treatment based on evidence-based knowledge Communication - definition • „The sahring, imparting or exchanging of information oraly, in writing or by other means” • Oxford English Dictionary Communication with oneself • This is the fundamental requirement for proper communication with others • It requires awareness of one`s emotional , physical, psychological, spiritual and intellectual states Basis of correct communication with oneself • Self-acceptance; respect for ourselves, acceptance of our own body, life style and relations with other people • Self awareness – the ability to describe one`s own desires and value systems • Responsibility – ability to choose a happiness or not and to take resposibility for our choices and their results Basis of correct communication with oneself (cont) • The ability to establish goals (realistic and safe) • Assertiveness – behaviour enabling us to present our needs, desires and feelings to others in a clear and open manner, without disrupting their rights Assertiveness • A clear declaration of our own needs gives us the rights to : • Make decisions and take the consequences • Decide if we want to be involved in other peoples` lives • Make mistakes • Be successful • Change our opinion Assertinveness also gives us the right to: • Privacy • Loneliness and independence • Use our own rights • However: An assertive person is not a bully, she/he simply speaks bluntly Communication is possible by: • • • • • • • Talking Listening Watching Touching Aim: to get in contact or to avoid it Gives the information of what kind of value we present to others Empathy is helpful in communicating Empathy • Definition: • The ability to put yourself in another person`s place • Emotional identification with another person and feel the emotions which she/he experiences Comunication is divided into: • Verbal and Nonoverbal The value and precision of communication depends on the convergence of these two parts Verbal communication • Way of speaking depends on: • Emotional status,culture, education, upbringing, present state of health, mood, situation, interlocutor, profession • Individual tone (timbre) of voice • A low tone of voice is received better !!! What faculty helps us to remember best ? • What we hear • What we see • What we do 5% 25% 90% • We tend to remember those things which take a long time to learn Nonverbal comunication • Facial expression • Gestures, body movements • Eye contact • Touching ( the strongest form of contact) • Style of speach • Way of using space • Requisite accesories (dress, hairstyle, make-up etc) Body language • Way of walking, standing and sitting • Facial expression and ways of changing it • Gestures • Coordinated body movements • N.B. Body language has cultural • differences Facial expresion • Is characteristic of the person – „The character is written on the face” • Function: communication of the emotional state • Eyebrows and mouth - most expressive • Expression can be controlled (proverbial poker player) Contact by touching • Most primitive social behaviour giving a strong signal • Hand shake (short, long, strong, weak) • Patting on the back • Kissing • Touching contact is regulated by the strict rules prevailing in each particular culture Strength of specific parts of the communication process • What we say – 7% • How we speak – 38% • Body language – 55% • So 93% of the strength of the message is imparted by nonverbal comunication Space and proximity • Physical closeness is an indicator of intimacy • It is culture dependent • Individual distance: 1.20-1.50m (conversation) • Social distance: 3 m (maintaining neutrality) Correct verbal message • Clarity and correctness of message ,the use of language understandable by the interlocutor • Comaptibility: connection between subject of conversation and previous items • Economy of speech • Expressiveness: adjustment of emotional state the subject of the talk Reasons for obstacles in communication process • Disturbing (interrupting) others` speech • Foreseeing their arguments („ I know what you are going to say”) • Introducing hidden motives • Sharp aggresive comments • Signals of disrespect (sardonic smile, gestures) • Showing irritation (tapping with fingers, looking away or at the watch) Attributes of correct communication • Concentrating on what is being said • Listening without breaks • Asking for an explanation if something is not clear • Repeating, paraphrasing or making positive comments confirming that we understand Attitudes helpful to understanding • Instead of the phrase „Yes, but” it is better to say „Yes and”. For example „You are quite right and what I would like to say is…” • Following the rule of keeping one`s own psychological space (instead of accusing the interlocutor, we should explain our own feelings in a given situation Difficult talks • Solving problem; by treating the patient as a • • • partner. giving bad news hits the doctor first. Prepare for the conversation, with stress on hope. Don`t expect a calm reception of bad news Steps receiving bad news: denial, anger, bargaining, depression, acceptance • Informed patient is a better patient Role of information in the treatment process • Honest infomation on the state of health and • • • methods of treatment influences of healing process Example: comparison of healing speed of 2 groups of children undergiong tonsillectomy 1st group: honestly informed mothers, having opportunity to ask questions in friendly atmosphere developed feeeling of security which positively influenced childrens well being 2nd group: treated „routine way” achieved worse results of treatment Motivation actions • Motivation for health maintaining actions is more effective when based on positive motivation (stressing good results of behaviour instead of treatening with damaging effects of negligence) Success in communication depends on: • The personalities of both doctor and patient and is not dependent on following a given stereotype • It usually has its own indivdual, characteristic doctors style • It is thought that 60% of therapy depends on good communication Factors influencing patient`s evaluation of doctor • Patients evaluate: apparence (neatness • increases impression of competence and intelligence) The phenomenon known as the „aureole” which means that we are credit a person possessing features accepted by us with others merits. Other factors influencing our opinion are: financial status, titles, beauty and personality Dental surgery space • Patients visiting the surgery may need to • • • overcom fear, which may manifest itself as aggression To break the barrier we should introduce oursleves and shake hands A window opposite the doors may blind the patient and make evaluation of doctor reaction difficult Surgery aesthetics Summary: • Communication with a patient cannot be based on acting, it has to be the result of the doctor`s deep beliefs and be in his psyche • Ability to communicate can be inborn, but can also be learnt • For this the dentist needs; experience, practice and learnig how to listen Thank you for your attention Any questions or comments ?