Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins Module 3: Overcoming Communication Barriers Section 1: Language Barriers to Communication

Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins

Module 3: Overcoming Communication Barriers

Section 1: Language Barriers to Communication


Topic Overview: Language BarriersTopic Overview: Language Barriers

• How do we communicate effectively with non-English-speaking patients?

• How do we use cultural knowledge to enhance patient care?


Our Multicultural CountryOur Multicultural Country


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.

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.


Increase in Foreign-Born ResidentsIncrease 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.


Multiculturalism in U.S.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



47 million people speak a language other than English in the home.

21 million speak English less than “very well.”

47 million people speak a language other than English in the home.

21 million speak English less than “very well.”


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.

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.


Cultural CompetenceCultural Competence


Cultural CompetencyCultural Competency

• Understanding that culture shapes an individual’s

experience, perception, decisions, interpersonal

relationships, and the way he or she responds to dental

health care providers


Cultural Competency (cont.)Cultural Competency (cont.)

• Cultural competency is not just political correctness. It is

essential to providing patient care.


Cultural DiversityCultural 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.


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.


Cultural DifferencesCultural 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.


Ways to Develop Cultural CompetenceWays 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.


Misunderstandings

Trust


Tips for Cross-Cultural CommunicationTips 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.



More TipsMore 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


Other TipsOther Tips

• Ask the patient’s permission before you touch him or her

• Ask the patient to repeat instructions

• Provide written material, if possible


Recap: Language BarriersRecap: 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.

Documents

Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins Module 3: Overcoming Communication Barriers Section 1: Language Barriers to Communication