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Module 3: Overcoming

Communication Barriers

Section 1: Language Barriers to Communication

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Topic Overview: Language Barriers
How do we communicate effectively with non-English-
speaking patients?
How do we use cultural knowledge to enhance patient
care?

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Our Multicultural Country

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


For many dental health care providers in the
United States and Canada today, providing
patient care involves learning to communicate
effectively with patients from non-English-
speaking communities and with cultural
backgrounds that are unfamiliar.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Increase in Foreign-Born Residents

The U.S. always has had a significant foreign-born


population, but the number of foreign residents reached
an all-time high of 32.5 million in 2002.

11.5% of the U.S. population is foreign-born.


18.5% of the Canadian population is foreign-born.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Multiculturalism in U.S.
Of the 32.5 million foreign-born U.S. residents in 2002:

More than half were born in Latin America


26% were born in Asia
14% were born in Europe
8% were born in Africa and other regions

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
47 million people speak a language other than
English in the home.

21 million speak English less than very well.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


An individual who is just learning English may
communicate well in everyday situations.

In the dental setting, however, the same


person may not fully understand what is being
discussed.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Cultural Competence

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Cultural Competency

Understanding that culture shapes an individuals


experience, perception, decisions, interpersonal
relationships, and the way he or she responds to dental
health care providers

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Cultural Competency (cont.)

Cultural competency is not just political correctness. It is


essential to providing patient care.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Cultural Diversity

As health care providers, we need to increase our


awareness and sensitivity toward diverse patient
populations and understand culturally influenced health
behaviors and attitudes.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


How Does Culture Affect Dental Care?
Culture influences the way that patients respond to:
Dental services
Preventive interventions
It also affects the way that we deliver dental care.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Cultural Differences
Understanding differences helps communication and
improves patient care.

Preconceived ideas about a culture can inhibit good care.

Each patient is unique and has different dental needs.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Ways to Develop Cultural Competence
Recognize your assumptions.
Value diversity. Respect the customs, values, and beliefs
of people from different cultural and language
backgrounds.
Demonstrate flexibility. Make changes to meet the needs
of your diverse patients.
Communicate with respect.
Do not judge.
Show empathy.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


6 Misunderstandings

5 Trust

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Tips for Cross-Cultural Communication

Speak slowly and not loudly.


Let the patient answer questions one at a time.
Repeat the message in a different way.
Avoid using slang.
Use short, simple sentences.
Be an active listener and do not assume that the other
person has understood.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins
More Tips
Keep questions positive
Take turns talking
Give encouragement and support
Use humor cautiously
Pay attention to body language
Use an interpreter who understands dental terms when
needed

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Other Tips

Ask the patients permission before you touch him or her


Ask the patient to repeat instructions
Provide written material, if possible

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins


Recap: Language Barriers
47 million people speak a language other than English in
the home.
Culture shapes the way that a person responds to dental
health care providers and dental care.
Understanding differences helps communication and
improves patient care.
Visuals and other tips discussed in the chapter can
improve communication with non-English-speaking
patients.

Copyright 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins

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