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Psychology, Communication, and Multicultural Interaction Chapter 2 ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Psychology and Individual Paradigms • Psychology is a science • Patient’s needs: – Overcoming fears – Changing bad habits – Treatment education • Paradigms – Beliefs ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Communication • Verbal – Voicing the spoken word • Non-verbal – Body language – Gestures – Facial expressions • Listening is crucial ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process • Sender – Encoding • Message – Written, verbal, and nonverbal • Channel – Auditory, visual, and kinesthetic ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process • Receiver – Decoding • Feedback – Clarity © Cengage Learning 2013 ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Listening Skills • Key to communication • Barriers may include: – Preoccupation – Message overload – External noise – Effort ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Listening Skills • Telephone listening – First impression of office – Tone reflects attitude – Identifying patient needs – Transmitting accurate data ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Different Generations • Baby Boomers • Generation “X” • Generation “Y” ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Verbal and Nonverbal Communication • 20 percent verbal • 80 percent nonverbal – Spatial relations – Postures and positions – Facial expressions – Gestures – Perceptions ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Check • What is this patient’s body language saying? – He’s sitting upright and leaning forward, indicating an interest in what the DA has to say © Cengage Learning 2013 ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Maslow’s Hierarchy of Needs • Abraham Maslow (1908-1970) © Cengage Learning 2013 ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Maslow’s Hierarchy of Needs • Survival or physiological needs – Body functions needed to survive • Safety needs – Security and safety in one’s surroundings • Belongingness and love needs – Accepted and cared for ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Maslow’s Hierarchy of Needs • Prestige and esteem – Self worth • Self-actualization – To achieve the best ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Defense Mechanisms • Used to block communication • Patients may feel: – Ashamed – Threatened – Guilty – In denial ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Check • If a dental dam is being used during patient treatment and the patient begins to indicate he is having difficulty breathing, which of Maslow’s Hierarchy of Needs must be addressed? – Survival or physiological needs ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Culture, Ethnicity, and Race • Culture – Group’s shared beliefs • Ethnicity – Group that shares cultural characteristics • Race – Group with biological resemblance ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Multicultural Interaction • Stereotyping and judging • Cultural differences – Customs – Traditions – Beliefs • Translators and interpreters ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.
