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warmth
friendliness
What specific skills should you posses to assist
yourself and your patients in the delivery of good
healthcare?
Giving bad news (eg: presenting the patients that teeth have to be
removed when they are keen to retain their natural dentition)
Second, I would like you to try and manage their sweet eating
so that they eat any sweets directly after their evening meal
with you. This is better than having them spread out at
various stages in the day”
Information giving
“And finally, you’ll remember what I said earlier about
not being afraid to come and see me even if you think
there is nothing wring with your child’s teeth”
Information giving
Other methods of information giving: leaflet or
booklets
Patients may prefer a more direct approach and receive all their
information from the dentist who is going to treat them
Management of patient beliefs
about illness and emotional factors
Patients’ feelings associated with the problem (eg.
Anxiety about the invasiveness or the cost of any
treatment required)
Eg: the dentist may have asked the patient to relate what
problems he has experienced. Even if this question may
have been asked when the dentist was facing the patient
after the question the dentist then turns to look on the
shelf top behind the patient. The patient is not sure what
to do, whether to say that he has experienced some minor
pain in the lower arch, but then decides not to bother, as
the dentist seem not interested…
Components of non-verbal
communication
Touch
Proximity
Posture and orientation
Body movements and gestures
Facial expression
Gaze and eye contact
Paralanguage
General appearance
Touch
Touch can be used as a means to comforting the
patient, and also as a means of controlling
eg. The dentist may gently place his hand to one side
of the patient’s face and gently press against the
cheek of the patient to encourage him to turn his head