educational solutions for workforce development west effective communication methods
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Educational Solutions for Workforce Development
West
Effective Communication Methods
Educational Solutions for Workforce Development
West
Communication
“One size fits all" does not apply to the learning abilities of all individuals
When planning behavioural interventions for specific individuals, a more accurate
adage is "one size fits one"
Educational Solutions for Workforce Development
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The importance of communication
Good communication is fundamental to good clinical practice; allows us to inform, be informed and to exchange information;
Important for understanding their patients reasons for attendance Identify their medical history
Explanation of treatment needs Gain informative consent
To provide appropriate preventive advice
Effective communication facilitates the building of patient rapport and trust and contributes to a better patient experience, satisfaction and compliance for the dental team as well as minimising misunderstanding and complaints
Educational Solutions for Workforce Development
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The elements of communication
Verbal communication – relates to what is being said
Para linguistics – relates to how it is said and includes voice tone, volume, speed of speech
Non verbal communication – relates to gestures, facial expressions, eye contact, body language and clothes
Educational Solutions for Workforce Development
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The Communication Triangle
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To communicate oral health messages we must work in partnership with people
A partnership means;
Trust and openness between yourself and the patients, patients are not intimidated
Respecting and identifying the patients needs, expectations and involving them in the decision making
Encourage patients to talk and share their knowledge and experiences of oral health by adopting careful questioning skills
Patients in a group setting will learn from each other and not just from the oral health educator
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Active Listening
Active Listening is a term used to indicate the skills that demonstrate one is listening and appropriate verbal responses
Paralinguistic and non verbal communication are the more important features
The acronym SOLER is useful for non verbal demonstration of listening;
Educational Solutions for Workforce Development
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Active Listening
SOLER
Square - for effective demonstration of listening skills the health professional should face the patient squarely, otherwise he or she might seem uninterested
Open - open body position involves avoiding crossing arms and legs, these are often interpreted as defensive or shutting down
Leaning - a slight forward lean indicates an eagerness to learn more
Eye Contact - when listening most people maintain good eye contact and this encourages speakers to continue
Relaxed - a relaxed posture is important, otherwise the communication will seem artificial
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Managing people with communication differences
Communication is a life-long developmental process
Disabilities and communication barriers can impact on “normal” communication processes;
Anxiety – hear, retain or comprehend information If possible give information away from clinical setting
Provide written back –up material in appropriate format (translated material) Allow them to reflect before questions
Neutral environment for patients with profound dental anxiety
Communication relies to a large extent on seeing and hearing, if one or other of these sensory systems is impaired the communication process can also be impaired
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Tips for improving communication
Minimise background noise, distractions and interruptions
Inform them of the procedure and try to describe procedures in terms of how they will sound, feel, taste and smell
Face them square on when speaking and ensure there is no strong back lighting as this interferes with residual vision
Gain eye contact before starting to enable them to see facial expressions and gestures if words are difficult to comprehend
Augment speech with gesture and visual aids where possible
Speak clearly not slowly, use natural facial expressions and gestures, avoid jargon and unfamiliar abbreviations
Use short sentences, allow them time to absorb message
Ask direct closed questions and emphasise key words, do not finish the person’s statement
Limit information to one piece at a time and ensure the person is only doing one task at a time
If using an interpreter always speak directly to the person you are communicating with and not the interpreter
All written material should be on matt paper, font size 14, in mixed case rather than capitals
Educational Solutions for Workforce Development
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Questioning Skills
?
Closed
Leading
OpenOffensive
Multiple
Educational Solutions for Workforce Development
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Written Communication
Keep words short
Keep sentences short
Keep paragraphs short
Use lots of subheadings
Be accurate, brief and clear
Avoid jargon
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Group work
In groups discuss ……….
• Who • Where• How
• Resources
………to communicate oral health effectively
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WHO……… Dental nurse
Oral health educator Dental hygienist
DentistDental receptionistHealth visitorSchool nurseHospital nursePractice nurseMidwivesDieticiansTeachers
Nursery nurse, play leadersMass mediaVoluntary organizationsPublic, Parents,
GrandparentsPharmacistsG.P’s
WHO, WHERE, HOW, and the RESOURCES to communicate oral health message effectively
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WHERE…………………Dental surgery/Waiting room
Ante-natal and post-natal groups (breastfeeding , first-time mums groups)Child health clinic
Mother and toddler groupsPre-school groups (playgroups, nursery schools, after school clubs)
Primary schools Secondary schoolsSocial groups (Brownies, Cubs, Scouts, Guides)
Higher Education (Trainee nurses and Nursery nurses)Pre-retirement groups
Groups of older people (Opportunities in Retirement)Carers (Special Needs Carers, Childminders, Teachers)
At work At leisure At homeHospitals
PrisonsWoman refugees
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HOW……....
One to one discussion
Informal group
Formal presentation/lecture
Peer group work
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RESOURCES………….
Leaflets, Posters, Samples –self produced, commercially produced
Books – local Dental Health Promotion dept, libraries, bookshops
DVDs – local Dental Health Promotion dept, some are free of charge from some of the larger commercial companies
NHS Education for Scotland
Local and National Press – dental journals, newspapers, magazines etc (copyright)
TV, Radio and any other media
Internet
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Health Improvement Activities: nationally
Childsmile Caring for Smiles Smiles for Life Mouth Matters
NHS Health Scotland DVD
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Group work
Discuss resources that you currently use for effective interaction
with patients, colleagues, health professionals, groups or individuals
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Visual aids
The use of good visual aids - especially physical 'props' which people can hold and touch - is one of the best techniques for adding interest, humour and variety to presentations, training, and public speaking
People remember more of what they are told if the experience is multi-sensory, rather than just listening to spoken words or reading printed words on a screen
Visual aids, particularly 'props', have a physical presence, texture, feel, perhaps smell also, which can create powerful and memorable metaphors
Educational Solutions for Workforce Development
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Visual aids
Over-sized props (demonstration models, puppets) that you keep with you at the front or on stage can be particularly effective, especially for a big audience for whom a small prop might have less impact
Smaller props - like fruit and vegetables or chocolate snack bars - are fun to pass around the audience to assess sugar/salt content
Using good and imaginative visual aids brings a talk or presentation to life, and can sometimes injects a lot of humour
Educational Solutions for Workforce Development
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Group work
Discuss enhancing your communication techniques with
patients, colleagues, health professionals, groups or individuals
Educational Solutions for Workforce Development
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Common Teaching Methods
LectureLecture with discussion
Word ShowerVideotapes/DVDsClass discussion
Small group discussionRole playing
Worksheets /SurveysIndex card exercise
Guest speaker
See additional handout
Educational Solutions for Workforce Development
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Resources
Leaflets, Posters, Samples –self produced, commercially produced
Books – local Dental Health Promotion dept, libraries, bookshops
Videos – local Dental Health Promotion dept, some are free of charge from some of the larger commercial companies
NHS Education for Scotland
Local and National Press – dental journals, newspapers, magazines etc (copyright)
TV, Radio and any other media
Children’s own work – peer group working
Internet