Post on 08-Apr-2018
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THEORIES ANDTHEORIES AND
MODELS OFMODELS OF
COMMUNICATIONCOMMUNICATION
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Communication ModelsCommunication Models
1. Source = where the1. Source = where the
message begins transmittedmessage begins transmitted
by the brain by:by the brain by:
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a.a. Speech/WritingSpeech/Writing
DeliveryDelivery
MeaningMeaning ± ± literal,literal,
implied,implied,slangslang
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Factual descriptionFactual descriptionrelies uponrelies upon
1.1.DetailsDetails
2.2.Accuracy Accuracy
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3. Dental terminology, specific3. Dental terminology, specific
dates, names, numbers styledates, names, numbers style ± ±
your own vocabulary, andyour own vocabulary, and
expression, avoid shocking or expression, avoid shocking or judging your patients vocal judging your patients vocal ± ±
sigh, laugh, moan, breathing,sigh, laugh, moan, breathing,
rate, loudness, pitch,rate, loudness, pitch,
articulation/pronunciationarticulation/pronunciation
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5Factors governing
5Factors governingyour choice of styleyour choice of style
To describeTo describe
To informTo inform
To instruct/educate/teachTo instruct/educate/teach To evaluate/judge, giveTo evaluate/judge, give
praise/blamepraise/blame
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3 appropriate ³types´ of talk3 appropriate ³types´ of talk
small talk = introduce yourself small talk = introduce yourself dental talk = informationdental talk = information
business talk = appointments,business talk = appointments,
financial arrangementsfinancial arrangements
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b. Body movementsb. Body movements ± ± nonnon--
verbalverbal ± ± physical contactphysical contact
environmentenvironment ± ±organization, odors,organization, odors,
appearance time usageappearance time usageand valueand value
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c.c. Art Art
d.d. MusicMusic
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If message receivedIf message receivedand understoodand understood
1. Encoding (tell others1. Encoding (tell others
about yourself andabout yourself andyour goals)your goals)
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2.2. Channel = mediaChannel = mediaused to sendused to send
messages =messages =
(speech, memos,(speech, memos,telephones)telephones)
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Decoding = What do othersDecoding = What do othersdo to help you understanddo to help you understand
what they are trying towhat they are trying to
convey = heard andconvey = heard andinterpreted = are you talkinginterpreted = are you talking
to peers and the languageto peers and the languagewill be understoodwill be understood
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Feedback = WhatFeedback = What
made you understandmade you understand
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Factors affectingFactors affecting
communication:communication:
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1.1.Communication skills =Communication skills =Not acquired from birthNot acquired from birth
2.2.Attitudes = Effect ability Attitudes = Effect abilityto communicateto communicate ± ± lacklack
of interestof interest
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3. Knowledge = The3. Knowledge = The
DA needs to knowDA needs to knowdental info in order todental info in order to
communicate.communicate.
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4. Position within4. Position within
sociocultural system =sociocultural system =
professional individual¶sprofessional individual¶sfeelings about semifeelings about semi--
professionals.professionals.
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CommunicationCommunication
Behavior = The 5 E¶sBehavior = The 5 E¶s
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Education, Experience,Education, Experience,Expectations, Emotion,Expectations, Emotion,
Environments. (room,Environments. (room,lighting, odor, taste,lighting, odor, taste,
feelings, hearing, sight)feelings, hearing, sight)
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The 5 E¶s and theThe 5 E¶s and thesenses = perceptionssenses = perceptions
= How we interpret.= How we interpret.Responses = FromResponses = From
the pt.the pt.
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4 types of situations in4 types of situations inwhich the Dental Auxiliarywhich the Dental Auxiliary
might find the vocalmight find the vocalaspect of communicationaspect of communication
to be significant in dealingto be significant in dealingwith pts.with pts.
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1. Telephone1. Telephoneconversation = tone andconversation = tone and
pitch convey attitude andpitch convey attitude andemotion, care or emotion, care or
indifference, friendlinessindifference, friendlinessor just plain businessor just plain business
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2. Casual conversation =2. Casual conversation =can be used to put thecan be used to put the
patient at ease, whilepatient at ease, whileescorting to the treatmentescorting to the treatment
room and seating in theroom and seating in thedental chair dental chair
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3. Interviews = speaking3. Interviews = speakingloudly enough for patientloudly enough for patient
to hear you; dictionto hear you; dictionimportant so patient canimportant so patient can
understand each wordunderstand each word
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Dental care procedures = if Dental care procedures = if
noise from amalgamator or noise from amalgamator or
highhigh--speed handpieces etc.speed handpieces etc.
interferes withinterferes withcommunication, Increasecommunication, Increase
your volume, or better, waityour volume, or better, waituntil noise has stopped.until noise has stopped.
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Three guidelines for Three guidelines for
appropriate communicationappropriate communication
1.1. Voice/toneVoice/tone2.2. Pay attention to others,Pay attention to others,
tone, pitch, volumetone, pitch, volume3.3. Use English pronunciationUse English pronunciation
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Three techniques toThree techniques to
evaluate nonverbal behavior evaluate nonverbal behavior
1.1.Mirror Mirror 2.2.Video tapeVideo tape
3.3.Feedback from othersFeedback from others