Deck 3: Communication Skills and Telephone Techniques

Question 1

In a recent study,tone of voice was a more significant factor in the interpretation of a message than body language.

Answer 1

False

Question 2

Which of the following speech techniques will present a positive telephone image?

A)Speaking in a very soft,low voice
B)Speaking slowly
C)Speaking in a high-pitched tone
D)Speaking mechanically with repetition

Answer 2

Speaking slowly

Question 3

While you are on the phone with a patient,Mr.Jones arrives for his appointment and takes a seat in the reception area.Which of the following is the recommended action?

A)Immediately conclude the phone call and greet Mr.Jones.
B)Acknowledge Mr.Jones with a smile and complete the phone call as soon as possible.Once you've hung up,greet Mr.Jones.
C)Because the patient on the phone called before Mr.Jones arrived,continue the phone conversation,and greet Mr.Jones when it is his turn.
D)Mr.Jones will approach you if he needs your assistance.No acknowledgement is necessary.

Answer 3

Acknowledge Mr.Jones with a smile and complete the phone call as soon as possible.Once you've hung up,greet Mr.Jones.

Question 4

The communication process consists of five elements.Which element is responsible for providing feedback?

A)Sender
B)Medium
C)Message
D)Receiver

Question 5

Sincerity is best communicated when barriers (objects that come between the team member and the patient)are removed.When sincerity is communicated,the patient is more likely to participate in the conversation as an equal with the team member.

A)The first statement is true;the second statement is false.
B)The first statement is false;the second statement is true.
C)Both statements are true.
D)Both statements are false.

Question 6

A communication tool developed to create a positive image and avoid misunderstanding that should be used with new patients so that all information is conveyed is known as:

A)initial feedback.
B)active scripts.
C)positive dental terminology.
D)professional telephone manners.

Question 7

Which of the following is a quality of a good listener?

A)Changes to a different subject
B)Maintains eye contact with the sender
C)Comes to a conclusion before the message is complete
D)Is physically distracting

Question 8

When leaving a voice mail message,which of the following is not recommended?

A)Relay pertinent personal health information.
B)Identify yourself.
C)Leave a return number.
D)Specify the type of response you want.

Question 9

A patient who covers his/her mouth most likely is communicating which non-verbal message?

A)Tenseness
B)Anger
C)Fearfulness
D)Embarrassment

Question 10

Which of the following nonverbal cues should be practiced with caution?

A)Smiles
B)Touch
C)Sincerity
D)All of the above

Question 11

_______ is a change in the meaning of a word.

A)Jargon
B)Semantics
C)Dialect
D)Lingo

Question 12

Which of the following is the recommended technique for conveying a message when the receiver of the message is tired,angry,preoccupied,or in pain?

A)Wait to convey the message.
B)Rephrase the message.
C)Select a different medium for the message.
D)All of the above

Question 13

A patient is scheduled for an appointment,which has been delayed because another patient needs an emergency procedure.You notice that the patient who is waiting is sitting with arms and legs tightly crossed and fists clenched.What nonverbal communication is the patient exhibiting?

A)Tenseness
B)Embarrassment
C)Anger
D)Mistrust

Question 14

Terminology used in the dental office may have positive or negative connotations.Which of the following terms may be perceived as negative?

A)Change in schedule
B)Statement
C)Fee
D)Remind

Question 15

Fill in the blank: _______ block(s)effective communication because assumptions are made on the basis of nonfactual information.

A)Credibility
B)Noise
C)Emotions
D)Stereotyping

Question 16

The administrative dental assistant who answers the phone is taking the following actions.Which one would not be considered professional telephone manners?

A)Speaks in a clear distinct voice
B)Answers in four rings and asks the caller if he or she can please hold
C)Identifies the dental practice by name
D)Hangs up after the caller does

Question 17

If the receiver is not hearing or understanding the message as it was intended,it is said that:

A)the message does not have credibility.
B)the sender is not sincere.
C)some barrier is preventing effective communication.
D)the communication lacks a medium.

Question 18

Which of the following is not an example of interpersonal communication?

A)A face-to-face conversation
B)A telephone conversation
C)A voice mail message
D)A video conference

Question 19

In effective communication,the sender of the message is responsible for _______.

A)selecting the best medium for the message
B)listening to the complete message
C)initiating feedback
D)completing the message transfer before changing the subject

Question 20

To convey professionalism,the telephone should be answered within _______ rings.