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25 Cards in this Set
- Front
- Back
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1. What is listening?
What affect which information you attend to and how you interpret it? What can good listening help you do? |
Active process of selection, generalization, and reconstruction of what we hear
Our socialization, our parent's socialization, the relationship, etc. Increase ability to build rapport and empathy and improve diagnostic and treatment planning abilities |
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2. When do generalization become stereotypes?
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1. Generalizations become problematic when they prevent us from listening and making modifications to our generalizations
2. Stereotyping can lead to treating a patient more as a category and less as an individual |
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3. What is the average speaking rate?
How many words can most people absorb? What does this mean we are subject ot? |
125-150 words per minute
500 words per minute Unless use surplus capacity for discipline listening, subject to distraction (i.e. daydreaming, evaluating, etc.) |
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4. What is active listening?
What are 4 goals of active listening? |
Taking active steps to ensure that you accurately interpret what is being said
(decrease misinterpretation) 1. Encourage patient's communication 2. Develop rapport 3. Understand details 4. Know when communication is breaking down |
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5. What are 3 active listening techniques?
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1. Paraphrasing
2. Identifying reasons 3. Preparing to listen |
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6. What is paraphrasing?
What does it do? |
Repeating in own words what person is saying to verify you understand accurately
1. Shows interest 2. Helps listener focus and remember important points |
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7. What is identifying reasons?
What is preparing to listen? |
Working with the patient to identify the underlying reasons for his/her communication
Anticipate what your patient will say Setting aside time free from distraction to listen to what patient has to say |
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8. What is context?
What does context include? Four things.... |
How and where communication takes place
**every communication includes a message and a context 1. Nonverbal communication 2. The situation 3. The status of the speaker 4. The emotional tone of the message |
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9. What happens when the message and context are congruent?
What are the four types of context? |
Messages sound phony, surprising, meaningless, humorous, or awkward
1. Situational context -what would be appropriate 2. Relational context -distant or intimate 3. Emotional context -emphasizing emotions? 4. Nonverbal context |
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10. How do we judges others attitudes?
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1. 55% by facial expression
2. 38% by voice 3. 7% by verbal context |
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11. What are examples of nonverbal communication?
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1. Facial expressions
2. Gestures 3. Tone, rate, rhythm of speech, accent 4. Eye contact 5. Distance between speakers 6. Dress 7. Touche |
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12. What are four characteristics of nonverbal communication?
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1. Continuous
2. Instantaneous -automatic occurring at a semiconscious level 3. Rich 4. Subtle |
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13. What are some use of nonverbal communication?
Three... |
1. Substitute for a verbal message
2. To amplify or modify the verbal message 3. Control the flow of the verbal message |
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14. What are some functions of eye contact?
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1. Regulates verbal communication
2. Indicated level of interest 3. Mediates rapport 4. Expresses emotions 5. Reflects status 6. Can compensate for proximity |
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15. What is intimate interpersonal distance?
What type of relationship is this? What is the message? |
1 to 18 inches
Intimates and close friends Confidence and intimacy |
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16. What is personal interpersonal distance?
What is the relationship? What is the message? |
18 inches to 4 feet
Friends, equals Personal information |
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17. What is social interpersonal distance?
What is the relationship? What is the message? |
4 to 12 feet
Acquaintances Conducting business |
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18. What is the public interpersonal distance?
What is the relationship? What is the message? |
12 feet or more
Strangers Formal and status |
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19. At what distance is much of dentistry performed at?
What does this mean? |
Intimate distance
By necessity dentists are constantly "invading" patients' personal space Observing professionalism at this distance is esp important |
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20. What does professionalism mean exuding?
How can these characteristics be conveyed? Five ways... |
Confidence, caring, and warmth in a professional manner
1. Lean forward 2. Make good eye contact 3. Smile and nod 4. Have relaxed posture 5. Have reserved facial emotions |
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21. What are some cultural variations in personal space?
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Middle Easterns and Latinos prefer a very close distance (2ft)
American prefer a 3.5ft distance |
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22. What is M-time?
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Time system prevalent in US and western Europe
Emphasis on promptness and doing on thing at a time Time dominates activities |
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23. What is P-time?
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Time system prevalent in Latin countries, Italy, Africa, Middle East, and India
Schedules are not as important as the completion of the transaction Time is people oriented |
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24. How are there cultural variations in regards to eye contact?
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In American culture, eye contact is sign of respect and can build trust
Defiant or disrespectful in Asian and Native American cultures |
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25. Which countries seem to be more stoic (less emotional expression)?
Which countries are more expressive? |
Germany, Great Britain, Asia
Italy, Latin America |
