1. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Psychology, Communication, and Multicultural Interaction Chapter 2

2. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Psychology and Individual Paradigms Psychology is a science Patient’s needs: –Overcoming fears –Changing bad habits –Treatment education Paradigms –Beliefs

3. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Communication Verbal –Voicing the spoken word Non-verbal –Body language –Gestures –Facial expressions Listening is crucial

4. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process Sender –Encoding Message –Written, verbal, and nonverbal Channel –Auditory, visual, and kinesthetic

5. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Communication Process Receiver –Decoding Feedback –Clarity © Cengage Learning 2013

6. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Listening Skills Key to communication Barriers may include: –Preoccupation –Message overload –External noise –Effort

7. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Listening Skills Telephone listening –First impression of office –Tone reflects attitude –Identifying patient needs –Transmitting accurate data

8. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Different Generations Baby Boomers Generation “X” Generation “Y”

9. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Verbal and Nonverbal Communication 20 percent verbal 80 percent nonverbal –Spatial relations –Postures and positions –Facial expressions –Gestures –Perceptions

10. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Check What is this patient’s body language saying? –He’s sitting upright and leaning forward, indicating an interest in what the DA has to say © Cengage Learning 2013

11. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Maslow’s Hierarchy of Needs Abraham Maslow (1908-1970) © Cengage Learning 2013

12. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Maslow’s Hierarchy of Needs Survival or physiological needs –Body functions needed to survive Safety needs –Security and safety in one’s surroundings Belongingness and love needs –Accepted and cared for

13. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Maslow’s Hierarchy of Needs Prestige and esteem –Self worth Self-actualization –To achieve the best

14. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Defense Mechanisms Used to block communication Patients may feel: –Ashamed –Threatened –Guilty –In denial

15. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Dental Check If a dental dam is being used during patient treatment and the patient begins to indicate he is having difficulty breathing, which of Maslow’s Hierarchy of Needs must be addressed? –Survival or physiological needs

16. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Culture, Ethnicity, and Race Culture –Group’s shared beliefs Ethnicity –Group that shares cultural characteristics Race –Group with biological resemblance

17. ©2013 Delmar, Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part. Multicultural Interaction Stereotyping and judging Cultural differences –Customs –Traditions –Beliefs Translators and interpreters