Communication Week 1

Front 1

4 functions of communication

Back 1

physical function (enables us to survive)

psychological function- decide who we are based on others rxn to us

social function-relate to others

practical function-say what we need to in order to learn and communicate

Front 2

commonality among successful practices

Back 2

great communication skills

Front 3

3 social needs

Back 3

1.inclusion
2.desire to control and influence others
3.need for affection

Front 4

people wo strong ties and no interpersonal relationships are how much more likely to die?

Back 4

2-3 x

Front 5

what is essential to our well being?

Back 5

personal communication

Front 6

purposes of interpersonal communication

Back 6

to learn
to influence
to play
to help

Front 7

types of communication

Back 7

1.intrapersonal-talk to self

2.dyadic-2 way communication

3.small group

4.mass communication

Front 8

how much time do we spend doing dyadic communication?

Back 8

50% of time

Front 9

describe mass communication

Back 9

communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience

Front 10

what does communication allow?

Back 10

it allows us to influence others and exchange information

Front 11

3 transactional postulates

Back 11

1.communication is inevitable
implications of invibility

2.communication is irverible
-irreversible/excuses
-implications of irversiblty

3.communication has content
and relationship dimensions
-implications of that

Front 12

how is communication inevitable

Back 12

communicate all the time, with voice and even when you are not talking

Front 13

how is communication irreverisble?

Back 13

once it is out there you cannot take it back so we try to make excuses for it

Front 14

4 functions of communication

Back 14

physical function (enables us to survive)

psychological function- decide who we are based on others rxn to us

social function-relate to others

practical function-say what we need to in order to learn and communicate

Front 15

2 dimensions of communication

Back 15

content and relationship dimension

men focus on content and women focus on relationship

Front 16

commonality among successful practices

Back 16

great communication skills

Front 17

which dimension of communication is harder to resolve? content or relationship?

Back 17

relationship is harder to resolve bc content can be resolved with facts

Front 18

4 functions of communication

Back 18

physical function (enables us to survive)

psychological function- decide who we are based on others rxn to us

social function-relate to others

practical function-say what we need to in order to learn and communicate

Front 19

3 social needs

Back 19

1.inclusion
2.desire to control and influence others
3.need for affection

Front 20

people wo strong ties and no interpersonal relationships are how much more likely to die?

Back 20

2-3 x

Front 21

commonality among successful practices

Back 21

great communication skills

Front 22

what is essential to our well being?

Back 22

personal communication

Front 23

3 social needs

Back 23

1.inclusion
2.desire to control and influence others
3.need for affection

Front 24

people wo strong ties and no interpersonal relationships are how much more likely to die?

Back 24

2-3 x

Front 25

purposes of interpersonal communication

Back 25

to learn
to influence
to play
to help

Front 26

what is essential to our well being?

Back 26

personal communication

Front 27

types of communication

Back 27

1.intrapersonal-talk to self

2.dyadic-2 way communication

3.small group

4.mass communication

Front 28

purposes of interpersonal communication

Back 28

to learn
to influence
to play
to help

Front 29

how much time do we spend doing dyadic communication?

Back 29

50% of time

Front 30

types of communication

Back 30

1.intrapersonal-talk to self

2.dyadic-2 way communication

3.small group

4.mass communication

Front 31

describe mass communication

Back 31

communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience

Front 32

what does communication allow?

Back 32

it allows us to influence others and exchange information

Front 33

how much time do we spend doing dyadic communication?

Back 33

50% of time

Front 34

describe mass communication

Back 34

communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience

Front 35

3 transactional postulates

Back 35

1.communication is inevitable
implications of invibility

2.communication is irverible
-irreversible/excuses
-implications of irversiblty

3.communication has content
and relationship dimensions
-implications of that

Front 36

what does communication allow?

Back 36

it allows us to influence others and exchange information

Front 37

3 transactional postulates

Back 37

1.communication is inevitable
implications of invibility

2.communication is irverible
-irreversible/excuses
-implications of irversiblty

3.communication has content
and relationship dimensions
-implications of that

Front 38

how is communication inevitable

Back 38

communicate all the time, with voice and even when you are not talking

Front 39

how is communication inevitable

Back 39

communicate all the time, with voice and even when you are not talking

Front 40

how is communication irreverisble?

Back 40

once it is out there you cannot take it back so we try to make excuses for it

Front 41

how is communication irreverisble?

Back 41

once it is out there you cannot take it back so we try to make excuses for it

Front 42

2 dimensions of communication

Back 42

content and relationship dimension

men focus on content and women focus on relationship

Front 43

2 dimensions of communication

Back 43

content and relationship dimension

men focus on content and women focus on relationship

Front 44

which dimension of communication is harder to resolve? content or relationship?

Back 44

relationship is harder to resolve bc content can be resolved with facts

Front 45

which dimension of communication is harder to resolve? content or relationship?

Back 45

relationship is harder to resolve bc content can be resolved with facts

Front 46

How do dentists use interpersonal skills?

Back 46

gather data
promote pt confidence
establish pt trust
reduce pt resistance to treat
increase pt satisfaction
promote explanation to pt
promote pt phys recovery
consel pt relative to dev isu
cope w/difficult pts
motivate & instruct staff
handle staff conflict
relate to coleagues

Front 47

how do pts respond to treatment?

Back 47

pts respond to treatment based on how much they trust you

Front 48

how do pts judge clinical excellence?

Back 48

if you are a good communicator

Front 49

why do we make excuses?

Back 49

to decrease negative impact of performance to have a positive image of ourselves

Front 50

docere

Back 50

doctor it means "to teach"

Front 51

what type of dentist is most attoned to what is required for success?

Back 51

those dentists looking for associates

Front 52

avg interaction between dr and pt vs dentist and pt

Back 52

DR AND PT-6 MIN W/1.45 MIN TALKING

DENTIST AND PT-50 MIN W/45 MIN CONVERSATION

Front 53

what leads to practice success

Back 53

good communication

Front 54

reasons why effective communication is important to your practice

Back 54

1.pts assess clinical excellence by communication style

2.pt satisfactions is based on communication

3.pts dont tell you everything

4.pts walk but dont talk. in a 5 yr period you lose 50% of pts and 98% never tell you why

Front 55

when you communicate effectively, pts tend to:

Back 55

1.experience less anxiety
2.experience less discomfort
3.require less meds
4.recuperate faster
5.stay with the practice
6.follow instructions
7.pay bills on time
8. refer other pts to practic
9.be less likely to sue

Front 56

Most forgotten Communicatin skill

Back 56

listening

Front 57

skill most important in job success

Back 57

listening

Front 58

difference in hearing and listening

Back 58

hearing is passive and listening is active

Front 59

amount of time we spend communicating

Back 59

specnd 70-80% time communicating

8%writing
12%reading
35%talking
45% listening

most time is spend listening

Front 60

misconceptions about listening

Back 60

listening and hearing are same

listening is natural process

listening is passive (nope its active)

Front 61

effective listening definitino

Back 61

process of receiving, constructing mearning from, and responding to verbal and non verbal messages

Front 62

Benefits of effective listening

Back 62

enhanced job performance

increased profitabilty

improved relationships w/patients,employees, family, and friends

increased knowledge

improve self confidence

Front 63

4 dimensions of listening

Back 63

1. active v. passive

2. empathetic v. objective

3. non judge v. critical

4. surface v. depth

Front 64

listeing levels

Back 64

appreciation-for pleasure/stimulation

discrimination-for aud and visual discrimination

comprehension-retain info

therapeutic-as sounding board for person to talk to

critical-asses argumend and decides whether to accep or object based on speakers: credibilty,evidence, and emotion

Front 65

model of listening

Back 65

sensing

attending

perceiving (understanding)

interpreting

assessing (eval)

responding

remembering

Front 66

how to attend to speaker

Back 66

SOLAR

face person squarely
open posture
lean toward speaker
be relaxed

Front 67

inference

Back 67

generalization based on what has been heard

Front 68

what person talks the most

Back 68

the one that lacks confidence

Front 69

typical verbal characteristics of poor listeners

Back 69

interrupts in mid sentence or finishes sentences

poor use of thinking-speaking time differential

changes subjet to fit listeners agenda

talking while speaker is talking

Front 70

Typical nonverbal characteristic of bad listener

Back 70

signs of impatience

lacks direct eye contact

closed body condition

fidgets nervously

fakes attention (psuedolistening)

Front 71

supreme communicatin skill

Back 71

listening

Front 72

what persuades people?

Back 72

people not info

Front 73

3 things perception depends on

Back 73

past experience

personal interest

level of knowledge

Front 74

describe thinking-speaking time difference

Back 74

average person speaks 125 wpm and the listener can hear 450 wpm so we often take mental vacations

Front 75

3 questions we should ask w/ inference

Back 75

1.is there problem w/information that supports inference

2.does relationship bw support and inference make sense

3.is there known info that would prevent inference from following factual data presented?

Front 76

key to effective listening

Back 76

dont judge prematurely

look for key ideas

ask questions

paraphrase

Front 77

gender differences and listening

Back 77

women understand emotion underlygin message and show empathy

women listen to understand

men listen to solve problem

Front 78

ambushing

Back 78

listen carefully but only take info to attack what is being said

Front 79

#1 barrier to effective listening

Back 79

rehearsing

we are planning what we want to say next

Front 80

placating

Back 80

agree w/everything said so you will be liked

Front 81

4 listening preferences

Back 81

people
action
content time

Front 82

top ten listening tips

Back 82

limit talking

ask questions and clarify

paraphrase complex message

dont interrupt

concentrate

make postive comments

listen for feelings behind facts

control emotions

tune out distractions

suspend judgement

Front 83

people oriented listeners

Back 83

caring,concerned for others

nonjudgemental, easlily id emotion state of others and notic moods. good at providing clear verbal and nonverbal feedback. we want people oriented listeners when we experience personal problems or crisis

phlegmatic or sanguine

Front 84

action oriented listener

Back 84

want to get to heart of matter. give clear feedback about expectations, concentrate on task dimesions of message and help others focus on what is important

tend to jump to conclustions and finishing thoughts.

choleric

Front 85

content oriented listeners

Back 85

process techincal info. good at seeing all sides of issue, love coxplex idease. negative characteristics are: asking v.specific questing to intimidate speaker, minimize value of info and discount info from sources unknow to them


Melancholy

Front 86

time oriented listener

Back 86

commited to saving time

set guidelines for convo. dont like wordiness bc wastes time

Choleric

Front 87

how to draw in a people oriented listener

Back 87

use stories and illustrations that have human interst value use emotional examples

Front 88

how to draw in action oriented listener

Back 88

limit you main points to 3 orless and make your presentation short and to the point

Front 89

how to draw in content oriented listener

Back 89

give hard data when available and use 2 sided arguments

Front 90

how to draw in time oriented listener

Back 90

stcik to time limit and keep details to minimum

Front 91

only emotion where expression does not use the eyes

Back 91

disgust

Front 92

what do words express best? body language?

Back 92

words are best at expressing facts but emotions expressed best by body language

Front 93

7 characteristics of nonverbal communication

Back 93

1.its ambiguous
2.continuous
3.multi channeled
4.highly believable
5.usually unconscious
6.relational
7.culturebound or crosscultur

Front 94

functions of nonverbal behavior

Back 94

supplements words

modifies words (contradict)

regulate flow of verbal interaction (change pitch)

take place of words

Front 95

types of body motion

Back 95

eye contact

facial expressions

gestures

posture

Front 96

kinesic behavior

Back 96

body motion

Front 97

2 things kinesic behavior does

Back 97

indicates attitude

conveys feelings

Front 98

ways to use body motion and indicate attitude and feeling

Back 98

1.emblems
2.illustrators
3.affect displays
4.regulators
5.adaptors

Front 99

emblems

Back 99

body motions that replace or supplement words

Front 100

illustrators

Back 100

movement that empahsize words

Front 101

basic emotions

Back 101

happy
sad
surprise
fear
anger
disgust

Front 102

affect displays

Back 102

expression of pronounced physical sensations

Front 103

regulators

Back 103

cues that are meant to control flow of communication

Front 104

adaptors

Back 104

efforts to satisty personal needs as people relate to each other

arise out of perceptioni

Front 105

study of neuroligistical programming

Back 105

1:1 convo

pu breathing pattern and you breathe same more controled setting

Front 106

paralanguage

Back 106

vocals

Front 107

vocal components of speed apart from verbal content

Back 107

pitch (tighteing/loosening of VC to higher/lower voice)

quality

rate/tempo

volume

rhythm

Front 108

when does voice rise?

Back 108

nervous
fear
anger

Front 109

when does voice lower?

Back 109

calm
tired

Front 110

types of quality of speech

Back 110

resonance
articulation

Front 111

resoncance

Back 111

strength of voice

Front 112

who has ascending tone?

Back 112

astonishment

Front 113

who has abrupt speech?

Back 113

defensiveness

Front 114

fast tempo speech when?

Back 114

happy
frightened
nervous

Front 115

slow tempo speech when?

Back 115

unsure
bored
depressed

Front 116

what paralanguge componenet determine what word is emphasized?

Back 116

rhythm

Front 117

function ofmetamessages

Back 117

to say covertly what you are afraid to say directly by using verbal modifiers or rhym and pitch

source of interpersonal conflict

Front 118

intimate distance

Back 118

touch to 18 in

sign of trust

Front 119

personal distance

Back 119

18 in to 4 foot

private but not touching

Front 120

social distance

Back 120

4ft to 12 ft

Front 121

public distance

Back 121

12-25 ft

Front 122

person touches nose

Back 122

in doubt

Front 123

person rubs neck

Back 123

in anger/frustration

Front 124

person tugs on ears

Back 124

when wants to interuupt

Front 125

peson wring hands

Back 125

in grief

Front 126

person straddles a chair

Back 126

to indicate dominance

Front 127

person puts one leg over arm of chair to show

Back 127

indifference

Front 128

person cross one ankle over other knee or crosses ankes

Back 128

showing resistance

Front 129

person cross one leg over other and swing it back and forth

Back 129

bored
angry
or frustrated

Front 130

person RUBS nose

Back 130

puzzled