Chapter 13: Patient Relations and the Dental Radiographer

Skills that promote good relationships between individuals are termed … …

interpersonal skills

Why must the dental radiographer have effective interpersonal skills?

• establish trusting relationships

• promote patient confidence

True or False

Technical skills alone are sufficient for providing optimal patient care

false

To enhance the quality of patient care, what two things must be used in conjunction?

interpersonal skills and technical skills

What can be defined as the process by which information is exchanged between two or more persons?

communication

Common phrases used … in conversation can be off-putting in the professional setting and should be avoided.

informally

What words are associated with negative images and must be avoided?

cut, drill, scrape, and zap

What do verbal skills involve?

word choice and delivery

What are examples of phrases to avoid?

• sorry bout that

• just relax

• calm down

• i don’t know

• not a problem

• it’s crazy around here today

A loud tone of voice is often associated with what?

fear, anger, or excitement

A soft tone of voice is often associated with what?

warmth and concern

What involves the use of body language?

nonverbal communication

What are two important nonverbal cues that convey the attitude of the dental radiographer?

posture and body movement

What is associated with interest and attention and plays a powerful role in the initiation and development of interpersonal relationships?

direct eye contact

… … results in better communication and less chance for misunderstanding.

careful listening

… … are interpersonal skills used to ease communication and develop a trusting relationship between the dental professional and the patient.

facilitation skills

What refers to the relationship between the patient and the dental professional?

patient relations

First impressions are formed by:

• appearance

• hygiene

• greeting

What refers to the way a dental professional conducts himself or herself at the patient’s chairside?

chairside manner

What is included in attitude?

• professional

• courteous

• patient

• honest