Professional Documents
Culture Documents
Motivation&Mngmt
Motivation&Mngmt
Effective communication facilitates the building of patient rapport and trust and
contributes to a better patient experience, satisfaction and compliance for the
dental team as well as minimising misunderstanding and complaints
7%
Words
33%
Vocal Tone
60%
Facial Expression
and
Body Language
A partnership means;
Trust and openness between yourself and the patients, patients are not intimidated
Respecting and identifying the patients needs, expectations and involving them in the
decision making
Encourage patients to talk and share their knowledge and experiences of oral health by
adopting careful questioning skills
Patients in a group setting will learn from each other and not just from the oral health
educator
Active Listening is a term used to indicate the skills that demonstrate one
is listening and appropriate verbal responses
SOLER
Open - open body position involves avoiding crossing arms and legs, these are
often interpreted as defensive or shutting down
Eye Contact - when listening most people maintain good eye contact and this
encourages speakers to continue
Communication relies to a large extent on seeing and hearing, if one or other of these
sensory systems is impaired the communication process can also be impaired
Inform them of the procedure and try to describe procedures in terms of how they will sound, feel, taste and
smell
Face them square on when speaking and ensure there is no strong back lighting as this interferes with residual
vision
Gain eye contact before starting to enable them to see facial expressions and gestures if words are difficult to
comprehend
Speak clearly not slowly, use natural facial expressions and gestures, avoid jargon and unfamiliar
abbreviations
Ask direct closed questions and emphasise key words, do not finish the person’s statement
Limit information to one piece at a time and ensure the person is only doing one task at a time
If using an interpreter always speak directly to the person you are communicating with and not the interpreter
All written material should be on matt paper, font size 14, in mixed case rather than capitals
Closed
Offensive Open
?
Multiple Leading
Avoid jargon
Group work
• Who
• Where
• How
• Resources
WHERE…………………
Dental surgery/Waiting room
Ante-natal and post-natal groups (breastfeeding , first-time mums groups)
Child health clinic
Mother and toddler groups
Pre-school groups (playgroups, nursery schools, after school clubs)
Primary schools Secondary schools
Social groups (Brownies, Cubs, Scouts, Guides)
Higher Education (Trainee nurses and Nursery nurses)
Pre-retirement groups
Groups of older people (Opportunities in Retirement)
Carers (Special Needs Carers, Childminders, Teachers)
At work At leisure At home
Hospitals
Prisons
Woman refugees
HOW……....
Informal group
Formal presentation/lecture
RESOURCES………….
Childsmile
Caring for Smiles
Smiles for Life
Mouth Matters
NHS Health Scotland DVD
Group work
Visual aids
The use of good visual aids - especially physical 'props' which people can
hold and touch - is one of the best techniques for adding interest, humour
and variety to presentations, training, and public speaking
People remember more of what they are told if the experience is multi-
sensory, rather than just listening to spoken words or reading printed
words on a screen
Visual aids
Over-sized props (demonstration models, puppets) that you keep with you at
the front or on stage can be particularly effective, especially for a big
audience for whom a small prop might have less impact
Smaller props - like fruit and vegetables or chocolate snack bars - are fun to
pass around the audience to assess sugar/salt content
Using good and imaginative visual aids brings a talk or presentation to life,
and can sometimes injects a lot of humour
Group work
Lecture
Lecture with discussion
Word Shower
Videotapes/DVDs
Class discussion
Small group discussion
Role playing
Worksheets /Surveys
Index card exercise
Guest speaker
Resources