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130 Cards in this Set

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4 functions of communication
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
commonality among successful practices
great communication skills
3 social needs
1.inclusion
2.desire to control and influence others
3.need for affection
people wo strong ties and no interpersonal relationships are how much more likely to die?
2-3 x
what is essential to our well being?
personal communication
purposes of interpersonal communication
to learn
to influence
to play
to help
types of communication
1.intrapersonal-talk to self

2.dyadic-2 way communication

3.small group

4.mass communication
how much time do we spend doing dyadic communication?
50% of time
describe mass communication
communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience
what does communication allow?
it allows us to influence others and exchange information
3 transactional postulates
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
how is communication inevitable
communicate all the time, with voice and even when you are not talking
how is communication irreverisble?
once it is out there you cannot take it back so we try to make excuses for it
4 functions of communication
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
2 dimensions of communication
content and relationship dimension

men focus on content and women focus on relationship
commonality among successful practices
great communication skills
which dimension of communication is harder to resolve? content or relationship?
relationship is harder to resolve bc content can be resolved with facts
4 functions of communication
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
3 social needs
1.inclusion
2.desire to control and influence others
3.need for affection
people wo strong ties and no interpersonal relationships are how much more likely to die?
2-3 x
commonality among successful practices
great communication skills
what is essential to our well being?
personal communication
3 social needs
1.inclusion
2.desire to control and influence others
3.need for affection
people wo strong ties and no interpersonal relationships are how much more likely to die?
2-3 x
purposes of interpersonal communication
to learn
to influence
to play
to help
what is essential to our well being?
personal communication
types of communication
1.intrapersonal-talk to self

2.dyadic-2 way communication

3.small group

4.mass communication
purposes of interpersonal communication
to learn
to influence
to play
to help
how much time do we spend doing dyadic communication?
50% of time
types of communication
1.intrapersonal-talk to self

2.dyadic-2 way communication

3.small group

4.mass communication
describe mass communication
communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience
what does communication allow?
it allows us to influence others and exchange information
how much time do we spend doing dyadic communication?
50% of time
describe mass communication
communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience
3 transactional postulates
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
what does communication allow?
it allows us to influence others and exchange information
3 transactional postulates
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
how is communication inevitable
communicate all the time, with voice and even when you are not talking
how is communication inevitable
communicate all the time, with voice and even when you are not talking
how is communication irreverisble?
once it is out there you cannot take it back so we try to make excuses for it
how is communication irreverisble?
once it is out there you cannot take it back so we try to make excuses for it
2 dimensions of communication
content and relationship dimension

men focus on content and women focus on relationship
2 dimensions of communication
content and relationship dimension

men focus on content and women focus on relationship
which dimension of communication is harder to resolve? content or relationship?
relationship is harder to resolve bc content can be resolved with facts
which dimension of communication is harder to resolve? content or relationship?
relationship is harder to resolve bc content can be resolved with facts
How do dentists use interpersonal skills?
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
how do pts respond to treatment?
pts respond to treatment based on how much they trust you
how do pts judge clinical excellence?
if you are a good communicator
why do we make excuses?
to decrease negative impact of performance to have a positive image of ourselves
docere
doctor it means "to teach"
what type of dentist is most attoned to what is required for success?
those dentists looking for associates
avg interaction between dr and pt vs dentist and pt
DR AND PT-6 MIN W/1.45 MIN TALKING

DENTIST AND PT-50 MIN W/45 MIN CONVERSATION
what leads to practice success
good communication
reasons why effective communication is important to your practice
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
when you communicate effectively, pts tend to:
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
Most forgotten Communicatin skill
listening
skill most important in job success
listening
difference in hearing and listening
hearing is passive and listening is active
amount of time we spend communicating
specnd 70-80% time communicating

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

most time is spend listening
misconceptions about listening
listening and hearing are same

listening is natural process

listening is passive (nope its active)
effective listening definitino
process of receiving, constructing mearning from, and responding to verbal and non verbal messages
Benefits of effective listening
enhanced job performance

increased profitabilty

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

increased knowledge

improve self confidence
4 dimensions of listening
1. active v. passive

2. empathetic v. objective

3. non judge v. critical

4. surface v. depth
listeing levels
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
model of listening
sensing

attending

perceiving (understanding)

interpreting

assessing (eval)

responding

remembering
how to attend to speaker
SOLAR

face person squarely
open posture
lean toward speaker
be relaxed
inference
generalization based on what has been heard
what person talks the most
the one that lacks confidence
typical verbal characteristics of poor listeners
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
Typical nonverbal characteristic of bad listener
signs of impatience

lacks direct eye contact

closed body condition

fidgets nervously

fakes attention (psuedolistening)
supreme communicatin skill
listening
what persuades people?
people not info
3 things perception depends on
past experience

personal interest

level of knowledge
describe thinking-speaking time difference
average person speaks 125 wpm and the listener can hear 450 wpm so we often take mental vacations
3 questions we should ask w/ inference
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?
key to effective listening
dont judge prematurely

look for key ideas

ask questions

paraphrase
gender differences and listening
women understand emotion underlygin message and show empathy

women listen to understand

men listen to solve problem
ambushing
listen carefully but only take info to attack what is being said
#1 barrier to effective listening
rehearsing

we are planning what we want to say next
placating
agree w/everything said so you will be liked
4 listening preferences
people
action
content time
top ten listening tips
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
people oriented listeners
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
action oriented listener
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
content oriented listeners
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
time oriented listener
commited to saving time

set guidelines for convo. dont like wordiness bc wastes time

Choleric
how to draw in a people oriented listener
use stories and illustrations that have human interst value use emotional examples
how to draw in action oriented listener
limit you main points to 3 orless and make your presentation short and to the point
how to draw in content oriented listener
give hard data when available and use 2 sided arguments
how to draw in time oriented listener
stcik to time limit and keep details to minimum
only emotion where expression does not use the eyes
disgust
what do words express best? body language?
words are best at expressing facts but emotions expressed best by body language
7 characteristics of nonverbal communication
1.its ambiguous
2.continuous
3.multi channeled
4.highly believable
5.usually unconscious
6.relational
7.culturebound or crosscultur
functions of nonverbal behavior
supplements words

modifies words (contradict)

regulate flow of verbal interaction (change pitch)

take place of words
types of body motion
eye contact

facial expressions

gestures

posture
kinesic behavior
body motion
2 things kinesic behavior does
indicates attitude

conveys feelings
ways to use body motion and indicate attitude and feeling
1.emblems
2.illustrators
3.affect displays
4.regulators
5.adaptors
emblems
body motions that replace or supplement words
illustrators
movement that empahsize words
basic emotions
happy
sad
surprise
fear
anger
disgust
affect displays
expression of pronounced physical sensations
regulators
cues that are meant to control flow of communication
adaptors
efforts to satisty personal needs as people relate to each other

arise out of perceptioni
study of neuroligistical programming
1:1 convo

pu breathing pattern and you breathe same more controled setting
paralanguage
vocals
vocal components of speed apart from verbal content
pitch (tighteing/loosening of VC to higher/lower voice)

quality

rate/tempo

volume

rhythm
when does voice rise?
nervous
fear
anger
when does voice lower?
calm
tired
types of quality of speech
resonance
articulation
resoncance
strength of voice
who has ascending tone?
astonishment
who has abrupt speech?
defensiveness
fast tempo speech when?
happy
frightened
nervous
slow tempo speech when?
unsure
bored
depressed
what paralanguge componenet determine what word is emphasized?
rhythm
function ofmetamessages
to say covertly what you are afraid to say directly by using verbal modifiers or rhym and pitch

source of interpersonal conflict
intimate distance
touch to 18 in

sign of trust
personal distance
18 in to 4 foot

private but not touching
social distance
4ft to 12 ft
public distance
12-25 ft
person touches nose
in doubt
person rubs neck
in anger/frustration
person tugs on ears
when wants to interuupt
peson wring hands
in grief
person straddles a chair
to indicate dominance
person puts one leg over arm of chair to show
indifference
person cross one ankle over other knee or crosses ankes
showing resistance
person cross one leg over other and swing it back and forth
bored
angry
or frustrated
person RUBS nose
puzzled