Transcript Human Relations in the Dental Office

Human Relations in the
Dental Office
The most important people in the dental
practice are the patients.
In a health care profession, it is not
sufficient just to be able to perform
sophisticated clinical procedures; it is also
necessary to know how to interact with
various behaviors.
Studies have shown that 90% of the
average employee’s day involves
interacting with others.
Human relations is not just getting people to
like you; it involves the ability to resolve
unpleasant situations, to understand the
reasons for another’s reactions, or to
rebuild a deteriorating relationship.
All of the people with whom you will have
contact in the office are different; they
have different backgrounds, experiences,
and needs.
You need to treat each patient each
patient or staff person on the office
as an individual and accept,
understand, and work effectively
together.
As a dental professional you must
understand the needs of your
patients.
Maslow’s Hierarchy of Needs
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3.
Physiologic or biologic – physical
needs such as food, water, and
shelter.
Safety or Security needs –
environment.
Social or love needs – need to
interact with others who share
similar beliefs and who provide
positive reinforcement.
4.
5.
Esteem needs – self-satisfaction.
Self-actualization – motivated by
the need to grow.
Desirable Characteristics for
Building Relationships
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Self-Confidence
Genuineness
Openness to Experience
Acceptance of Others’ Backgrounds and Values
Enthusiasm
Assertiveness
Integrity
Effective Listening
Recognition of Others’ Needs
Sense of Humor
Communication
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Communication is the ability to
understand and be understood.
Communication relates directly to
productivity. An individual’s
productivity can be altered by the
interpersonal relations with other
members of the dental team.
Similarly, group productivity is
altered by the relationships of each
person in the group.
Barriers to Communication
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4.
Judging
Criticizing
Name calling
Diagnosing
Praising evaluatively
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2.
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4.
5.
Sending Solutions
Ordering
Threatening
Excessive or inappropriate
questioning
Advising
Moralizing
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Avoiding Others Concerns
Diverting
Logical argument
Ignoring
Nonverbal Communication
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A dental practice is a prime setting
for the display of nonverbal cues. A
dental assistant must be alert to
these cues. If a patient gestures to
indicate disconfort, the assistant
must question the patient to avoid
further distress.
Patient Rights
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A patient has many rights. These
rights must be recognized and the
patient treated with respect as a
human being with feelings and
special needs.
Professional Etiquette
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Use correct grammar; pronounce
words correctly; expand your
vocabulary.
Do not interrupt another person
during conversation.
Do not eat or drink in front of
patients.
Introduce yourself.
Perform proper introductions.
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Send thank you notes for thoughtful
acts
Respect the space of your
colleagues and do not interfere with
their work.
Avoid having friends drop in to talk
and personal phone calls. When
personal calls must be taken, excuse
yourself and take the call in private.