I
focus on assisting dental professionals to enhance their understanding
of and proficiency in communication. Communication creates and sustains
relationships and fosters trust among staff and patients. Dental professionals
who communicate well are more effective and efficient in all aspects
of care and thus have a clientele who are more satisfied and loyal.
These programs are especially important in light of recent research
that has shown:
• Health care providers consider themselves to be better at both
general and intercultural communication than their patients think they
are.
• Training improves communication ability.
My interactive programs employ a combination of PowerPoint guided lecture, individual and group activities, handouts, and favors depending on the context of the presentation. All presentations are designed for 2-3 hour time frames, but can be combined and/or individualized to meet your needs.
You may choose among the following programs, or contact me about other communication topics:
The Tap Dance of Communication: Nonverbal Communication in the Dental
Office
The words you speak convey
only a small fraction of your meaning. What do you “say”
to patients with your nonverbal behavior, and what are they trying to
“tell” you? The content of this course extends beyond body
language to include the use of touch, time, space, expression, listening,
and more. This program is designed to help clinicians become more conscious
of and comprehend those out-of-awareness messages that they may be sending
and receiving. Come and find out what a horse, nonverbal communication,
tap dancing, and dental hygiene have in common!
Learning Goals for the course:
• To understand the role of nonverbal communication in the dental office.
• To be introduced to the basic concepts of nonverbal communication.
• To become more aware of incoming and outgoing nonverbal communication
Becoming Cultured: Understanding a Variety of Values, Views, and Voices
The study of intercultural
communication is a new and critical topic in dentistry. This program
is designed to help dental clinicians understand the sometimes confusing
messages that they may receive from diverse clients and staff. It is
not only personally satisfying to create understanding and foster trust
with a diverse clientele, it also helps the day go more smoothly and
makes good business sense in a country where minority groups are the
fastest growing segments of the population. Some specific topics that
are covered include: exploration of various cultural perceptions of
health; importance of cultural self-awareness; ethnocentrism; high and
low context; individualism and collectivism; differing perceptions of
time; locus of control; and tips on working with people with limited
English ability. If any of these terms or topics are unfamiliar, then
this course is for you.
Learning Goals for the course:
• To increase understanding
of culture’s influence on communication in health settings, especially
dental practices.
• To increase cultural self-awareness.
• To enhance intercultural communication skill.
Se Habla Gobbledygook? Caring for Low Heath Literacy (LILL) and Limited English Proficient (LEP) Patients
We in dentistry speak gobbledygook*, or at least that’s what our language sounds like to many patients. Almost half of United States residents struggle with low literacy skills, and one in five are functionally illiterate. Literacy is a stronger predictor of health than age, income, employment, education, race, or ethnicity (npsf.org/askme3). LHL people sit in your chair every day, but you may not recognize them because they represent all races, ages, and socioeconomic levels, often speak English as their first language, and cleverly hide their limited reading ability. People who speak English poorly or not at all are more easily recognized, and, while they may be literate in their own languages, face even greater challenges when trying to access health care in North America. This course explores the ramifications of low health literacy and limited English proficiency in dentistry, including poor oral health and limited access to care, and offers practical strategies that you can use right away to address the issues. Many of your patients need your help more than you know. Come and learn how to lead them to higher levels of health literacy—and health.
*Gobbledygook: the inflated, incoherent, incomprehensible jargon of professionals
Learning Goals for the course:
• To be introduced to the problem of Low Health Literacy in dentistry.
• To gain knowledge of how to recognize LHL patients.
• To understand the principles of Plain Language.
• To increase knowledge of how to identify and/or create appropriate patient literature for LHL and LEP patients.
• To learn practical strategies for communicating with LHL and LEP patients.
• To learn how to work with both ad hoc (friends and family) and trained interpreters.
• To know where to find resources that can help you care for LHL and LEP patients.
As always, if you have a particular focus or concern for your office,
please contact me for more information regarding my services.
We can tailor workshops for your needs
