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Module 3: Overcoming
Communication Barriers
Section 1: Language Barriers to Communication
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Topic Overview: Language Barriers
• How do we communicate effectively with non-Englishspeaking patients?
• How do we use cultural knowledge to enhance patient
care?
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Our Multicultural Country
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
For many dental health care providers in the
United States and Canada today, providing
patient care involves learning to communicate
effectively with patients from non-Englishspeaking communities and with cultural
backgrounds that are unfamiliar.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Increase in Foreign-Born Residents
• The U.S. always has had a significant foreign-born
population, but the number of foreign residents reached
an all-time high of 32.5 million in 2002.
• 11.5% of the U.S. population is foreign-born.
• 18.5% of the Canadian population is foreign-born.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Multiculturalism in U.S.
Of the 32.5 million foreign-born U.S. residents in 2002:
• More than half were born in Latin America
• 26% were born in Asia
• 14% were born in Europe
• 8% were born in Africa and other regions
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
47 million people speak a language other than
English in the home.
21 million speak English less than “very well.”
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
An individual who is just learning English may
communicate well in everyday situations.
In the dental setting, however, the same
person may not fully understand what is being
discussed.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Cultural Competence
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Cultural Competency
• Understanding that culture shapes an individual’s
experience, perception, decisions, interpersonal
relationships, and the way he or she responds to dental
health care providers
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Cultural Competency (cont.)
• Cultural competency is not just political correctness. It is
essential to providing patient care.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Cultural Diversity
• As health care providers, we need to increase our
awareness and sensitivity toward diverse patient
populations and understand culturally influenced health
behaviors and attitudes.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
How Does Culture Affect Dental Care?
• Culture influences the way that patients respond to:
– Dental services
– Preventive interventions
It also affects the way that we deliver dental care.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Cultural Differences
• Understanding differences helps communication and
improves patient care.
• Preconceived ideas about a culture can inhibit good care.
• Each patient is unique and has different dental needs.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Ways to Develop Cultural Competence
• Recognize your assumptions.
• Value diversity. Respect the customs, values, and beliefs
of people from different cultural and language
backgrounds.
• Demonstrate flexibility. Make changes to meet the needs
of your diverse patients.
• Communicate with respect.
• Do not judge.
• Show empathy.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
6
Misunderstandings
5
Trust
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Tips for Cross-Cultural Communication
• Speak slowly and not loudly.
• Let the patient answer questions one at a time.
• Repeat the message in a different way.
• Avoid using slang.
• Use short, simple sentences.
• Be an active listener and do not assume that the other
person has understood.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
More Tips
• Keep questions positive
• Take turns talking
• Give encouragement and support
• Use humor cautiously
• Pay attention to body language
• Use an interpreter who understands dental terms when
needed
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Other Tips
• Ask the patient’s permission before you touch him or her
• Ask the patient to repeat instructions
• Provide written material, if possible
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
Recap: Language Barriers
• 47 million people speak a language other than English in
the home.
• Culture shapes the way that a person responds to dental
health care providers and dental care.
• Understanding differences helps communication and
improves patient care.
• Visuals and other tips discussed in the chapter can
improve communication with non-English-speaking
patients.
Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins