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

2. 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?

3. Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins Our Multicultural Country

4. 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.

5. 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.

6. 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

7. Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins

8. 47 million people speak a language other than English in the home. 21 million speak English less than “very well.”

9. 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.

10. Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins Cultural Competence

11. Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins Cultural 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

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins  Misunderstandings  Trust

18. 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.

19. Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins

20. 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

21. Copyright © 2010 Wolters Kluwer Health | Lippincott Williams & Wilkins Other Tips Ask the patient’s permission before you touch him or her Ask the patient to repeat instructions Provide written material, if possible

22. 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.