Deck 6: Dental Healthcare Team Communications

Question 1

Which conflict handling style is characterized by high concern for self and low concern for others?

A)Integrating
B)Obliging
C)Dominating
D)Avoiding

Answer 1

Dominating

Question 2

You are an administrative assistant who was hired as an appointment clerk.The receptionist is frequently absent,and so the business office coordinator assigns you to act as the receptionist while performing your regularly assigned duties.You state that it seems unfair that you always have to do both jobs.Her response is,"I have to assign duties to provide coverage for the office.I can't be concerned as to whether or not it is fair." This is an example of which classification of conflict?

A)Intrapersonal
B)Interpersonal
C)Intragroup
D)Intergroup

Answer 2

Intragroup

Question 3

The office manager is reluctant to deal with issues and problems within the staff.She tells staff to work it out or just ignores the fact that there is a problem.Her style of conflict handling is the _______ style.

A)dominating
B)avoiding
C)compromising
D)integrating

Answer 3

avoiding

Question 4

Staff meetings can serve many functions;of the following,which is not a function of staff meetings?

A)Clinical chart review
B)Gathering staff for social interaction
C)Forum for performance appraisal
D)Tool for organizational communication

Question 5

Conflict can be constructive if:

A)it helps team members find new ways to state their problems.
B)it increases resistance to change.
C)it reduces communication.
D)it produces an atmosphere of cynicism.

Question 6

Which of the following statements is true?

A)The procedural manual is used to help train new team members.
B)The office manager develops the procedural manual.
C)The administrative assistant should update the procedural manual as procedures change.
D)The key to developing a good procedural manual is to include the least amount of information possible,while maintaining order and function.

Question 7

Informal communication channels include all but which of the following?

A)Sharing day-to-day information
B)Rumors
C)Inaccurate information
D)Gossip

Question 8

You are asked to be the note taker for the weekly staff meeting.You know that this responsibility includes:

A)preparing a copy of the agenda for each participant.
B)helping the facilitator move the meeting along.
C)recording the minutes of the meeting and typing and distributing them to participants.
D)ensuring that everyone follows the guidelines of the meeting.

Question 9

Business office procedures include which of the following?

A)Work schedules
B)Records management protocol
C)Code of conduct
D)Reviews and evaluations

Question 10

If a dental practice procedure manual is to be effective,what guideline should be followed?

A)It must be updated at regular intervals with input from team members.
B)It should be reviewed daily by all members of the team.
C)The dentist should sign off on all procedures.
D)It should contain only personnel and clinical area procedures.

Question 11

The practice philosophy should focus on three specific points.Which of the following is not addressed in the practice philosophy?

A)The core values of the dental practice
B)The roles and responsibilities of various dental team members
C)The types of services provided
D)The purpose of the dental practice

Question 12

You have discovered a time-saving method for handling callbacks to patients.You would like to present it to the office manager,but the business office coordinator changes your idea before passing the message on.This barrier to organizational communication is known as:

A)inappropriate span of control.
B)lack of trust and openness.
C)filtering by level.
D)work overload.

Question 13

A formal downward channel of communication includes:

A)communication used to gather and process information.
B)conflict resolution.
C)changes in rules and procedures.
D)feedback.

Question 14

A/an _______ channel of communication is the flow of information from one level of an organization to a higher level.

A)downward
B)upward
C)horizontal
D)informal

Question 15

An informal channel of communication originates at the top of the organizational structure and moves downward.Goal setting is one type of communication sent through an informal channel.

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 16

The integrating style of handling conflict is most effective when_______.

A)the problem is simple
B)solving the problem requires the input of all team members
C)a decision is needed immediately
D)other parties are unwilling to contribute

Question 17

Which conflict handling style is recommended to secure a temporary solution to a complex problem?

A)Compromising
B)Avoiding
C)Dominating
D)Integrating

Question 18

Which of the following should be implemented after a staff meeting?

A)Notes should be typed and distributed.
B)The type (formal or informal)of meeting should be identified.
C)Each team member should be given an opportunity to voice opinions.
D)An agenda should be developed.

Question 19

Which type of intraorganizational conflict occurs when two dental assistants disagree?

A)Intrapersonal conflict
B)Interpersonal conflict
C)Intergroup conflict
D)Intragroup conflict

Question 20

When an individual is assigned a task that does not satisfy his/her personal goals,values,beliefs or expertise,he/she may experience ______ conflict.

Question 22

In a professional setting,patients seldom detect tension between members of the dental healthcare team.

Question 23

The facilitator is responsible for each of the following tasks,except:

A)keeping everything positive.
B)moving the meeting forward according to the agenda.
C)keeping everyone focused.
D)keeping track of the meeting's allotted time frame.