DH130 LO4: different behavioral approaches to care and education of clients

What phrase is used to emphasize the starting point of effective client management?

Effective client management begins with effective communication

What is communication?

The giving or exchanging of information, signals, or messages through facial expression, behavior, talking, gestures, and writing.

Why is effective communication essential in client management?

It is essential in creating an environment conducive to modifying a client's psychomotor skills (flossing), level of knowledge (bleeding gums = gingivitis), values, attitudes, and lifestyles.

Why is effective communication important for providing optimal dental hygiene care?

It is essential for the Assessment phase; it promotes Client adherence; and it helps in Developing rapport, confidence

trust.

If dental hygienists possess technical skills and knowledge but are unable to communicate effectively, what may happen?

They may fail to reach important goals related to client oral health, comfort, and long-term behavioural change.

What is intrapersonal communication?

The processing of a message within oneself.

By what is intrapersonal communication often affected?

One's personal life experiences, culture, beliefs, and values.

What is interpersonal communication?

Messages between two or more people; it focuses on the interaction and interpretation of a conversation with nonverbal behaviors and spoken words.

What are the benefits of effective interpersonal communication?

It may reduce the incidence of miscommunication and client management problems and increase the client's commitment to care.

What are the basic elements of the communication process?

Sender, Message, and Receiver.

Who is the Sender in the communication process?

The person who constructs a message to initiate interpersonal communication.

What is Encoding?

The message construction process.

What are the requirements for the Message in the communication process?

It must be clear, well organized, and understandable/audience appropriate.

Who is the Receiver in the communication process?

The person who accepts the message and deciphers its meaning (a process known as decoding).

What is Feedback?

The response provided by the receiver, prompted after accepting the original message.

Whose responsibility is it to ensure that the intended message was received and that you understand what the client is saying?

The dental hygienist’s responsibility.

What are the four main factors that affect communication?

Environmental Factors, Developmental status, Internal

Relationship Factors (Perceptions, Values, Emotions, Knowledge), and Sociocultural Background.

What are the components of Environmental Factors affecting communication?

Comfort (temperature, lighting), Privacy, Distractions, and Safety.

How do Internal

Relationship Factors influence communication?

A person’s perceptions, values, emotions, knowledge

level of need fulfillment influence the way messages are received and sent.

What are values?

A person’s principles or standards of behaviour, one's judgment of what is important in life, or the importance, worth or usefulness of something.

Regarding values, what should dental hygienists remember?

Respect clients’ values, demonstrate tolerance, and do not expect to change values quickly because they are slow to form.

What are emotions?

A natural instinctive state of mind deriving from one’s circumstances, mood, or relationship with others.

How should dental hygienists respond to client emotions?

They must be compassionate while remaining professional.

What is knowledge?

Facts, information, and skills acquired by a person through experience or education, or the theoretical or practical understanding of a subject.

What is the Sociocultural Background?

The combination of social and cultural factors, including the immediate physical setting, the culture the individual was educated or lives in, and the people and institutions with whom they interact.

What must the dental hygienist exhibit regarding Sociocultural Factors?

Understanding, Tolerance, and Respect.

List ways dental hygienists can influence a client's character, development, and behavior.

Educate, Demonstrate, Sympathize/Empathize, Respect, and Care.

What are the four types of verbal communication?

Vocabulary, Intonation, Clarity, and Brevity.

When choosing vocabulary, what must the dental hygienist always assess?

Always assess your audience before choosing the type of vocabulary you use.

What is Intonation?

The rise and fall of the voice in speaking, or the modulation of the voice.

How does Intonation affect the message?

The tone of the voice dramatically affects the meaning of a message ("It’s not always what you say, it’s how you say it").

What defines Clarity?

The quality of being Clear, Brief, Direct, Understandable, and Transparent.

What is Brevity?

Concise, or the exact use of words in writing or speech.

What is nonverbal communication?

The use of body language rather than words to transmit a message.

How does effective nonverbal communication complement verbal communication?

It complements and strengthens the message conveyed by verbal communication so that the receiver is less likely to misinterpret the message.

List the main types of nonverbal communication.

Facial Expression, Eye Behaviour, Gestures, Posture

Gait, Touch, Body orientation, Distance, Voice tone, and hesitation in speech.

What is considered the most expressive part of the body?

Facial Expression.

What two things can Eye contact convey?

Trust, interest and attention.

What is conveyed when a client’s hands are clenching the arm of the dental chair?

It is a cue that the client is experiencing pain or stress.

What can Posture and Gait communicate?

Posture can communicate confidence (while crossed arms might indicate disagreement or frustration); Gait can communicate uncertainty or intent.

Why must the oral health care provider be aware of the sensitive nature of Touch?

Touching is one of the most sensitive means of communication, and permission is essential.

What is the CARE principle?

It is a simple mnemonic or memory assisting technique to identify aspects of care important to effective dental hygienist – client helping relationships.

What does the acronym C.A.R.E. stand for?

Comfort, Acceptance, Responsiveness, and Empathy.

Define Comfort in the CARE principle.

A state of physical ease and freedom from pain and constraint.

Define Acceptance in the CARE principle.

To be open to differences (e.g., what works for you may not work for others).

Define Responsiveness in the CARE principle.

A timely response that develops trust and a sense of control, and addressing the client's chief concern.

Define Empathy in the CARE principle.

The ability to understand and share the feelings of another.

How many zones of personal space are listed?

Four.

What are the four Zones of Personal Space?

Intimate Zone, Personal Zone, Social Zone, and Public Zone