1. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. Chapter 12 Patient Relations and the Dental Radiographer

2. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 2 Dental Radiography  Questions  What verbal, nonverbal, and listening skills may enhance communication with patients?  How can facilitative skills be used to enhance patient trust?  What is the importance of first impressions, chairside manner, and attitude, and how can each enhance patient relations?

3. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 3 Dental Radiography  Chapter 12 Reading:  Iannucci & Howerton (pp. 125-129)

4. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 4 Dental Radiography  Chapter 12 Outline  Patient Relations and the Dental Radiographer  Interpersonal skills  Patient relations

5. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 5 Interpersonal Skills  Communication Skills  Facilitation Skills

6. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 6 Interpersonal Skills  Skills that promote good relationships between individuals

7. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 7 Communication Skills  Iannucci & Howerton (pp. 125-126)  Communication  The process by which information is exchanged between two or more persons  Verbal communication skills  Nonverbal communication skills  Listening skills

8. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 8 Facilitation Skills  Iannucci & Howerton (pp. 126-127)  Interpersonal skills that are used to ease communication and develop a trusting relationship between the dental professional and the patient

9. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 9 Patient Relations  First Impressions and Patient Relations  Chairside Manner and Patient Relations  Attitude and Patient Relations

10. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 10 Patient Relations  The relationship between the patient and the dental professional

11. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 11 First Impressions and Patient Relations  Iannucci & Howerton (p. 127)  The patient’s first impression of the dental team most often involves the dental auxiliary.  Must be well groomed  Have personal hygiene  Properly greet the patient

12. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 12 Chairside Manner and Patient Relations  Iannucci & Howerton (pp. 127-128)  Chairside manner  The way a dental professional conducts himself or herself at the patient’s chairside  Relaxing for the patient  Confident

13. Copyright © 2012, 2006, 2000, 1996 by Saunders, an imprint of Elsevier Inc. 13 Attitude and Patient Relations  Iannucci & Howerton (p. 128)  Attitude  A position of the body or manner of carrying oneself; indicative of a mood  Professional courtesy, patience, and honesty