3 - Introduction to behaviour change

Question 1

Why is building rapport with your patients so important at the first appointment?

Answer 1

Good rapport directly correlates to patient behaviour change outcomes

Question 1

How can you build rapport with a patient?

Answer 1

• smile and welcome
• non verbal communication
• when to ask questions
• listen
• make them comfortable

Question 2

What are the consulting styles?

Answer 2

• directing
• following
• guiding

Question 3

Describe directing consulting.

Answer 3

• delivery of expert advice
• traditionally dominant style of consulting in healthcare
• works well when there is good rapport between dentist and patient
• needs to be well timed and personal

Question 4

Describe following consulting.

Answer 4

• listening skills
• good when sensitivity is required eg when patient is upset
• the goal is not to solve the patient’s problem immediately
• support and encourage patients in difficult situations

Question 5

Describe guiding consulting.

Answer 5

• useful for those ambivalent about change
• helps patient identify their goals and how to achieve them
• patient and dentist work together
• only successful when good rapport exists

Question 6

What is OARS?

Answer 6

• open questions
• affirmation
• reflective listening
• summary

Question 7

Describe affirmation.

Answer 7

• “I can see that…”
• demonstrate appreciation for patient’s views or feelings

Question 8

Describe reflective listening.

Answer 8

• “I understand that…”
• enables listener to check what has been said by the speaker

Question 9

How should you begin a conversation about behaviour change with a patient?

Answer 9

• ask permission to discuss health behaviour change with patient (“how do you feel about having a chat about…”)
• invite the patient, do not force
• if there are multiple issues, encourage patient to select the one which they would like to address

Question 10

How should you ask questions about behaviour change?

Answer 10

• allow patient the opportunity to give their perspective
• “how do you feeling about your habit?”
• “how are you getting on making that change?”

Question 11

How should you provide support for behaviour change?

Answer 11

• use reinforcing language and congratulate patient on all progress, even if small
• acknowledge challenges they may have faced
• work to build their confidence in their ability to make the behaviour change

Question 12

How should you convey understanding to your patient?

Answer 12

• reflective listening
• “It sounds like you’ve done really well…”
• use specific examples to reinforce behaviours (“you’ve done well to change the coke to water between meals”)

Question 13

How should you portray information to your patient when discussing behaviour change?

Answer 13

• assess what the patient knows already
• provide further information if required
• find out what this information means to the patient

Question 14

How should you end a discussion about behaviour change?

Answer 14

• summarise
• use reflective listening
• allow patient to confirm what you’ve spoken about and ask more questions if required

Question 15

What impacts the readiness of a patient to start a behaviour change?

Answer 15

• the importance, ie why should they do it
• the confidence, do they believe they can do it, how will they do it?

Question 16

How should you approach resistance to behaviour change?

Answer 16

• acknowledge if you have misjudged feelings about readiness
• do not meet force with force
• emphasise personal choice and control
• back off, suggest you can revisit at another time if the patient is not ready