Week 8 PP Flashcards

Question

Recognizing Nonverbal Cues

Answer 1

-Non-verbal cues refer to the gestures and body movements that a person akes in a given situation -An alert RDA can pick up on these non-verbal cues and interpret them while communicating with the patient -A series of getures can give a more realistic inidication of a patient's attitude

Answer 2

DAs should be aware of the signs of nervousness, pain, lack of interest, anxiety or defensiveness.

Answer 3

While chairside, be careful not to convey a feeling of alarm or concern on your face as this could cause the patient anxiety.

Answer 4

Patient may lock their ankles, clench their hands or the chair arm rests.

Answer 5

crossed arms and clenched fists can be a sign of disagreement or defensiveness

Answer 6

sitting beside a patient to talk instead of behind a desk may remove a barrier to communication of the patient feeling that the dental professional is acting in an authoritative position.

Answer 7

patient may cover their mouth with their hand or tighten the upper lip to cover their teeth while speaking.

Answer 8

* Reassuring touch is therapeutic and can boost compliance and encourage selfdisclosure. Can contribute to a more positive patient- oral health professional relationship. * Be cautious not to use a touch gesture that imposes more intimacy on the patient than they desire.

Answer 9

The key to ensure your nonverbal communication matches the meaning of your verbal communication

Answer 10

Stop – tune out distractions (noise) ◦ Look – watch the nonverbal cues ◦ Listen – paraphrase details and create meaning

Answer 11

For people with wheelchairs, walkers, crutches or canes it may be necessary to take extra time when asking them to move about, or it may even be necessary to go to them directly with forms or paperwork. * Sit at the same level as they are to communicate information.

Answer 12

* The dental assistant may need to read questions or have a guardian review materials that require a response, such as a health questionnaire.

Answer 13

* Communication may need to be written out, or the dental assistant may need to stand in front of the patient to ensure that the patient can read the speaker's lips. * A sign language interpreter may also be necessary. * May need to remove your mask when talking.

Answer 14

* When an interpreter is required (language, sign language), miscommunication could arise. * A family member who is not knowledgeable in medical and dental terminology may incorrectly translate your message. * The presence of a family member or friend may also constitute a serious breach of patient confidentiality. Patient’s must give permission before sharing any patient information.

Answer 15

When possible, provide written material, or simple, illustrated materials for the patient to take home.

Answer 16

* One of the responsibilities of the receptionist is to keep patients informed of delays and to indicate the waiting time. * Unexpected delays or emergencies should be explained honestly. * Be honest about the length of time that the patient will have to wait to be seen.

Answer 17

-May encounter a patient who is difficult to manage and presents a challenging situation -Could result from patient's fear of treatment, waiting too llong in the reception area, or some other reason (cost $). -Important to determine the problem and try to resolve the issue (use open communication)

Answer 18

* Cultural awareness is crucial to be able to respond to others in a sensitive and appropriate manner. * Learning to think, act, and work productively in partnership with people of different cultures, abilities, sexual orientation, and genders requires some us to change. * Cultural awareness is a life-long learning process. * We want to be especially careful with stereotyping. This assumes all members of a group will be homogenous, with no individual variation.

Answer 19

Believing that ones own cultural beliefs, ideas and values are correct and are used to asses other cultural groups. Just because we have encountered another person, it doesn’t mean that they have the same characteristics, expectations or same way of communicating that we do.

Answer 20

Culture is the ways of life that we learn from our families and communities In behavour and performan (how we sit, walk, and interact with others) -Traditions, foods, languages and celebrations. Influences on actions and ideals.