THEORIES AND

MODELS OF
COMMUNICATION
Communication Models

1. Source = where the

message begins transmitted
by the brain by:
a. Speech/Writing
Delivery
Meaning – literal,
implied,
slang
Factual description
relies upon
1.Details
2.Accuracy
3. Dental terminology, specific
dates, names, numbers style –
your own vocabulary, and
expression, avoid shocking or
judging your patients vocal –
sigh, laugh, moan, breathing,
rate, loudness, pitch,
articulation/pronunciation
5 Factors governing
your choice of style
 To describe
 To inform
 To instruct/educate/teach
 To evaluate/judge, give
praise/blame
 3 appropriate “types” of talk

 small talk = introduce yourself

 dental talk = information
 business talk = appointments,
financial arrangements
b. Body movements – non-
verbal – physical contact
environment –
organization, odors,
appearance time usage
and value
c. Art
d. Music
If message received
and understood
1. Encoding (tell others
about yourself and
your goals)
2. Channel = media
used to send
messages =
(speech, memos,
telephones)
Decoding = What do others
do to help you understand
what they are trying to
convey = heard and
interpreted = are you talking
to peers and the language
will be understood
Feedback = What
made you understand
Factors affecting
communication:
1. Communication skills =
Not acquired from birth
2. Attitudes = Effect ability
to communicate – lack
of interest
3. Knowledge = The
DA needs to know
dental info in order to
communicate.
4. Position within
sociocultural system =
professional individual’s
feelings about semi-
professionals.
Communication
Behavior = The 5 E’s
Education, Experience,
Expectations, Emotion,
Environments. (room,
lighting, odor, taste,
feelings, hearing, sight)
The 5 E’s and the
senses = perceptions
= How we interpret.
Responses = From
the pt.
4 types of situations in
which the Dental Auxiliary
might find the vocal
aspect of communication
to be significant in dealing
with pts.
1. Telephone
conversation = tone and
pitch convey attitude and
emotion, care or
indifference, friendliness
or just plain business
2. Casual conversation =
can be used to put the
patient at ease, while
escorting to the treatment
room and seating in the
dental chair
3. Interviews = speaking
loudly enough for patient
to hear you; diction
important so patient can
understand each word
Dental care procedures = if
noise from amalgamator or
high-speed handpieces etc.
interferes with
communication, Increase
your volume, or better, wait
until noise has stopped.
Three guidelines for
appropriate communication

1. Voice/tone
2. Pay attention to others,
tone, pitch, volume
3. Use English pronunciation
Three techniques to
evaluate nonverbal behavior

1. Mirror
2. Video tape
3. Feedback from others