2. THEORIES AND MODELS OF COMMUNICATION

3. Communication Models 1. Source = where the message begins transmitted by the brain by:

4. a.Speech/Writing Delivery Meaning – literal, implied, slang

5. Factual description relies upon 1.Details 2.Accuracy

6. 3. Dental terminology, specific dates, names, numbers style – your own vocabulary, and expression, avoid shocking or judging your patients vocal – sigh, laugh, moan, breathing, rate, loudness, pitch, articulation/pronunciation

7. 5 Factors governing your choice of style  To describe  To inform  To instruct/educate/teach  To evaluate/judge, give praise/blame

8. 3 appropriate “types” of talk  small talk = introduce yourself  dental talk = information  business talk = appointments, financial arrangements

9. b. Body movements – non- verbal – physical contact environment – organization, odors, appearance time usage and value

10. c. Art d. Music

11. If message received and understood 1. Encoding (tell others about yourself and your goals)

12. 2.Channel = media used to send messages = (speech, memos, telephones)

13. Decoding = What do others do to help you understand what they are trying to convey = heard and interpreted = are you talking to peers and the language will be understood

14. Feedback = What made you understand

15. Factors affecting communication:

16. 1.Communication skills = Not acquired from birth 2.Attitudes = Effect ability to communicate – lack of interest

17. 3. Knowledge = The DA needs to know dental info in order to communicate.

18. 4. Position within sociocultural system = professional individual’s feelings about semi- professionals.

19. Communication Behavior = The 5 E’s

20. Education, Experience, Expectations, Emotion, Environments. (room, lighting, odor, taste, feelings, hearing, sight)

21. The 5 E’s and the senses = perceptions = How we interpret. Responses = From the pt.

22. 4 types of situations in which the Dental Auxiliary might find the vocal aspect of communication to be significant in dealing with pts.

23. 1. Telephone conversation = tone and pitch convey attitude and emotion, care or indifference, friendliness or just plain business

24. 2. Casual conversation = can be used to put the patient at ease, while escorting to the treatment room and seating in the dental chair

25. 3. Interviews = speaking loudly enough for patient to hear you; diction important so patient can understand each word

26. Dental care procedures = if noise from amalgamator or high-speed handpieces etc. interferes with communication, Increase your volume, or better, wait until noise has stopped.

27. Three guidelines for appropriate communication 1.Voice/tone 2.Pay attention to others, tone, pitch, volume 3.Use English pronunciation

28. Three techniques to evaluate nonverbal behavior 1.M irror 2.V ideo tape 3.F eedback from others