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18 Cards in this Set
- Front
- Back
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1. What is power?
From what 3 sources is power derived? |
The capacity to get others to do things they might not otherwise do
1. Position 2. Expertise 3. Having something others want **Dentists have all three sources **Communication enhances all three |
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2. How does communication affect power?
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Communication skills multiply interpersonal influence
Without effective communication, your natural bases of power may be wasted |
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3. What are three facts about power?
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1. Being entitled to power is not the same thing as using it effectively
2. Power and the ability to persuade others is not inherently negative 3. Power becomes negative when it leads to chauvism |
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4. What is chauvinism?
Who is it often used with? What are two aspects of chauvinism? |
Consciously or unconsciously using communication to manipulate others' status and erode their natural power
Women, children, elderly, minorities, immigrants, and poor 1. Depersonalization 2. Presumption |
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5. What is depersonalization?
What are three nonverbal cues of depersonalization? |
Dehumanizing the listener or the person spoken about by using stereotypes
Don't relate to individuals of a personal basis 1. Lack of eye contact 2. Blank stares 3. Monotone voice |
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6. What is presumption?
What are some types of presumptive remarks? |
To assure w/o proof
**Denies the listener any choice 1. Ordering, directing, demanding 2. Warning, threatening 3. Moralizing, preaching 4. Judging, blaming 5. Interpreting, analyzing 6. Reassuring, sympathizing 7. Probing |
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7. What are three consequences of chauvinism?
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1. Apathy
-target shuts down emotionally and stops caring 2. Communication breakdown -target avoids communication and appears disinterested 3. Stranding interpersonal relationships |
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8. How is chauvinism a self-reinforcing downward spiral?
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The more the target withdrawals and hides his/her feelings, the more the chauvinist feels justified in depersonalizing the victim
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9. What are 5 solutions to chauvinism?
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1. Become sensitive to the role of status in communication
2. Observe its effects 3. Use motivation instead of manipulation 4. Be assertive, not aggressive 5. Be conservative |
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10. What is persuasion?
What does it focus on? What does power disregard? |
Using communication to change attitudes or move others to action
Focuses on motivating people through understanding Disregards beliefs and only focuses on changing the behavior |
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11. What are the basic tenets of persuasion?
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1. People want to be consistent
2. People adopt behaviors that: -are compatible with their friends and authority figures -lead to desirable results -agree w/ fundamental values -keep their behavior and attitudes congruent |
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12. What are the 3 most powerful resources for persuasion that a dentist has?
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1. Rapport
2. Trust 3. Expertise |
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13. What are 4 approaches to persuasion?
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1. Appeal to rapport
2. Appeal to consequences 3. Appeal to values 4. Appeal to consistency between attitudes and behaviors |
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14. Why would you appeal to rapport?
Why would you appeal to consequences? Why would you appeal to values? |
Need to belong and to socialize is a powerful motivator
Need to make choices that lead to desired results **can help patients think through consequences Need to preserve fundamental values |
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15. Why would you appeal to consistency between attitudes and behaviors?
What happens when attitudes or behaviors are inconsistent w/ fundamental values? |
Need to allow attitudes and behaviors to become consistent w/ each other
Feel discomfort, embarrassment, anxiety **This uneasiness can be a powerful motivating force |
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16. What are 10 rules of persuasion?
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1. Accept others' views
2. Reduce resistance 3. Be honest 4. Avoid scare tactics 5. Do not oversell 6. Do not undersell 7. Do not undercharge 8. The power of silence 9. Post-decision persuasion 10. Decision maker's responsibility |
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17. How can you reduce resistance?
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1. Emphasize the advantage of dental health
2. Reduce obstacles to dental health |
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18. What do scare tactics do?
When should they be used? What does excessive persuasion become? what will happen? |
Avoidance
As a last resort -minimize anxiety -offer way to reduce stress Coercion -rapport w/ patient will suffer |
