• Embed Doc
  • Copy Link
  • Readcast
  • Collections
  • CommentGo Back
Download
 
PRACTICE INFORMATION RESOURCE
www.AquareshScienceAcademy.com
Much has been written about how peoplecommunicate and how skills can beimproved. In this third article on how toget your message across we discuss somedierent strategies and tactics that can besuccessully used when talking to patientsto ease the communication process.Communication is complex and manybarriers can get in the way (see ‘
Why does communication sometimes fail?
’).However, good communication is arewarding process and the result o aneective exchange is that each personeels he/she has their current need metwell enough, in a way that eels good tothem (e.g. with respect and honesty, ordirect and no nonsense).
Cc sreges
A number o actors inuencecommunication and as a consequence avariety o dierent skills come into play.When dispensing advice to your patientson the best home care practices, thefrst step in getting your message acrossis to try to minimise any potential orconusion. There are several practicalthings that can be done on a routine basisthat can help avoid any misunderstandingor conusion (see the box on the right).There are also several strategies thatcan help improve communication. Forexample, people are oten more open to your message when they eel that youare ocused on them and you are takingtheir views into account. Body languageand asking questions is important here.Listening, rather than just talking, is a vitalpart o communication and a useul skill toadopt. Similarly, during a communicationexchange people oten need to eel asense o empathy – that you not only hearwhat they are saying but that you trulyunderstand them. Providing support andencouragement once you have delivered your message are also key.
TOP TIPS FOR SUCCESSFUL
Some people are naturalcommunicators and for themit is an intuitive processwhere they seem to get theirmessage across effectively,connect with others easily andinspire action. But for many,successful communication isnot so straightforward andcommunication skills need tobe studied and acquired.
CommuniCation
GettinG your messaGe across
III
 
   ©   i   S   t   o   c    k   p    h   o   t   o .   c   o   m    /   M   a   r   i    l   y   n   N   i   e   v   e   s
Hw  vd cfs
These tips may be helpul:• remove your mask• use layman’s terms to explain why you arerecommending a course o action• deliver your advice succinctly and clearlyat a time when patients are receptivee.g. ater treatment instead o during it• repeat what your patient tells you to ensure you understand what they are trying to say• ask your patient to re-state your advice toensure they understood clearly• discuss the patient’s ability and willingnessto adhere to your advice.
For further information visit:www.AquafreshScienceAcademy.com
 
PRACTICE INFORMATION RESOURCE
www.AquareshScienceAcademy.com
Taking account o the dierent waysin which people learn and acquireinormation is also important (reer to thearticle
‘What makes your patient tick?’ 
ormore inormation on this).One model that is requently used incounselling summarises the processdescribed here as: Attend, Ask, Listen,Empathise and Reassure.
Attend...
Attending reers to the ways in which youcan create an environment o attentionand interest. When using this skilleectively it prepares you or listeningattentively and it conveys to your patientsthat you are ‘with’ them and interested.Humans instinctively use body languagewhen communicating and these, otensubtle, non-verbal movements play acritical role when attending to your patientand increasing their level o comort.
Ask...
Do you understand what your patientwants or have you made assumptions?Asking and inviting questions is anessential step to help unravel what yourpatient really wants or needs – especiallyas they may not know themselves! Allow your patient plenty o time to speak. Themore you listen, the more you will learnabout them. I you are listening actively, you will have picked up any uncertainty,nervousness or reluctance and can exploreand address any concerns.Sales coach Ashley Latter (Latter, 005)believes the biggest mistake dentistsmake is not spending enough quality timebuilding relationships with their patientsand fnding out what they want. By askingthe right questions, you can fnd out whatis important to your patient and what hisor her treatment goals are. For example:
 Are they happy with the appearanceof their teeth?How do they rate their satisfactionon a scale of 1 to 10?What improvements would they liketo see?How important is it?
Appointment times are short but bysetting aside enough time to talk to your patient by asking questions andlistening attentively to their agenda, youcan inuence their treatment decisionsand improve acceptance o, and patientownership o, treatment plans.
Listen...
When listening to your patients, developthe ability to capture their messageswhether verbal or non-verbal, clearor vague. Start by being ully presentpsychologically, socially and emotionally(attending) so you can observe andread the patient’s non-verbal behaviour(posture, acial expression, movement,voice quality), tone o voice, pitch andwhere they use pauses etc. Listen to and
mkg bdy lggewrk fr y
Controlling your body language isnot straightorward, so to help try toremember the acronym
SOLER
 (Egan, 1990).• Face them
S
quarely: try to keep yourshoulders parallel to your patient asturning your body away can lessenthe degree o contact and mayshow disinterest.• Adopt an
O
pen posture: or examplestanding with your arms oldedacross your chest may look deensiveand implies that you want to be letalone (although when you are seatedcrossed arms can suggest empathy).•
L
ean towards them: a slightinclination o the upper bodytoward your patient ‘tells’ them: I’minterested in what you have to say.• Maintain good
E
 ye contact: thissuggests honesty and sincerityalthough intense eye contact can put your patient o. In practice, this maymean avoiding the temptation towrite your notes at the same time astalking/listening to your patient.• Be
R
elaxed: a relaxed, calm approachwill help the patient eel comortablewhile nervous dgeting or distractingacial expressions will not put themat ease.
For further information visit:www.AquafreshScienceAcademy.com
of 00

Leave a Comment

You must be to leave a comment.
Submit
Characters: ...
You must be to leave a comment.
Submit
Characters: ...