Environment and communication Flashcards
(48 cards)
What can we do to create a pleasant office environment?
- temperature
- lighting
- wall and floor coverings
- traffic control
- sound control
- privacy
- odour control
Temperature
reception area about 72F, clinical area about 68-70 F, constant air exchange
Lighting
reception area has table and floor lamps, business area has fluorescent lighting, clinical area has fluorescent, clinical and natural lighting
Wall and floor coverings
calming colours
floor covering is:
- durable carpet or vinyl flooring in reception, business and private office areas
- vinyl in clinical and laboratory areas
Traffic control
smooth transition to all areas of the office, separate areas to business, clinical and private
Sound control
minimize sound of the dental equipment
music provides distraction for dental sounds
Privacy
(administrative area for financial consulting)
- dentist’s office
- staff lounge
- dental operatory
Odour control
keep it clean (smells fresh), coffee (to mask odour and provide a treat), fresh flowers must be careful with allergies so sprays etc. should not be used)
Things to remember about the reception area (things we can do to make it more comfortable)
NOT A WAITING ROOM
- keep area clean
- ensure adequate seating
- maintain up-to-date reading material
- provide a place for coats and umbrellas
- offer a children’s corner
What is communication in the dental office?
- the exchange of messages and information
- reacting to information delivered
- exchanging messages, or ideas through speech or gestures
- involves two or more people
Fundamentals of communication
- the sender
- the reciever
- the messages
- feedback (verbal and non-verbal)
How do I understand the message?
- sender must have organized thoughts
- sender must speak clearly to deliver the message
- the message must be simple and clear
- the receiver must listen to the message
Basic forms of communication
- verbal
- non verbal
- written
What is verbal communication?
- occurs through the exchange of spoken words
- words and ideas are transferred from the sender to the receiver
- a response is given
Words
- have meanings that have developed within people. words that I choose to use to communicate with you, may have a different meaning to you
- words have both connotative and denotative meanings
Effective verbal communications
- vocabulary - avoid dental jargon
- intonation - rise and fall of your voice, its not what you say, its how you say it
- clarity - keep it simple stupid
Non-verbal communication
through the use of body language to transfer ideas or thoughts
Non verbal communication by professional and patient
- personal appearance
- posture and gait
- facial expression
- eye behavior
- gestures
- sounds
- territory and space
- touch
What does CARE stand for?
C - comfort: hygienist can deal with embarrassing or emotional topics related to a patient’s health, ie. tooth loss or financial difficulties
A - acceptance: non judgmental approach to communication and care, ie. patient’s oral hygiene may seem to you to be self imposed but perhaps their appearance has deep cultural roots unknown to you
R - responsiveness: ability to reply to messages immediately after they are received, ie. patient is scheduled for a cleaning but comes in with a tooth ache, tooth ache is now priority
E - empathy: “put yourself in another’s shoes”, must understand a patient’s feelings being their statements, ie. hygienist may say to an angry patient who has lost mobility after a stroke, ‘you must be frustrated to know what you want and not be able to do it’
Where is the intimate zone? What are some examples?
- 0-18 inches
- performing a physical assessment
- placing and removing dental napkin
- intraoral procedure
Where is the personal zone?
- 18 inches-4 feet
- sitting next to a clients chair
- health histories
- OHI
What is the social zone?
- 4-12 feet
- sitting at a conference
- ie. tobacco cessation support group
What is the public zone?
- 12 feet +
- public speaking
- lecturing to students
Where do you not need permission to touch (“social zone”)?
- hands
- arms
- shoulders
- back
