educational solutions for workforce development west effective communication methods

Educational Solutions for Workforce Development

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Effective Communication Methods


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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"


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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


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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


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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;


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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


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Questioning Skills

?

Closed

Leading

OpenOffensive

Multiple


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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


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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


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Group work

Discuss enhancing your communication techniques with

patients, colleagues, health professionals, groups or individuals


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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

http://honolulu.hawaii.edu/intranet/committees/FacDevCom/guidebk/teachtip/teachtip.htm

http://honolulu.hawaii.edu/intranet/committees/FacDevCom/guidebk/guidebk.htm

http://honolulu.hawaii.edu/intranet/committees/FacDevCom/index.htm

http://www.honolulu.hawaii.edu/intranet


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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

educational solutions for workforce development west effective communication methods

Documents

communication barriers

clothes educational

active listening

patients reasons

verbal demonstration

oral health messages

experiences of oral

good eye contact