Question 1

It is recommended that dental office staff use terms that create a positive environment.

Accepted Answer

Try replacing discomforting terms or phrases with words that create a more positive environment.

Question 2

The most important person in the dental office is the:&#10;A) dentist.&#10;B) dental assistant.&#10;C) dental hygienist.&#10;D) patient.

Accepted Answer

The patient is the most important person in the dental office.

Question 3

Newsletters are examples of which type of marketing?&#10;A) Internal&#10;B) External&#10;C) Both&#10;D) Neither

Accepted Answer

Newsletters may be considered for the internal market by sending them to current patients or for the external market by sending a newsletter to the nearby community addressed to the resident at the given address.

Question 4

The single most important characteristic in a staff member is an enthusiastic attitude.

Accepted Answer

The employee with an enthusiastic attitude shows up for work every day on time, is willing to help others, maintains a cheery disposition all day, and ensures that patients come first.

Question 5

___ can occur when you are concentrating on an issue separate from the task at hand.&#10;A) Prejudging&#10;B) Preoccupation&#10;C) Perception&#10;D) Interception

Accepted Answer

Preoccupation occurs when you begin to think about other activities while trying to communicate with a patient.

Question 6

A patient in the reception room is clenching the arms of the chair. You notice this and respond by doing which of the following?&#10;A) Tell her that it won't be long until the dentist will see her.&#10;B) Sit beside her, ask if she is okay, and try to make her comfortable.&#10;C) Offer her a cup of coffee.&#10;D) Offer her some antidepressants.

Accepted Answer

This gesture is in response to the patient's nonverbal cue of nervousness.

Question 7

Patient rights include all of the following except to:&#10;A) be informed of all treatment.&#10;B) expect confidentiality of all records.&#10;C) be taught how to maintain good oral health.&#10;D) cancel dental appointments at a moment's notice.

Accepted Answer

Patients in a dental practice are entitled to be informed of all treatment, expect confidentiality, and be taught good oral health.

Question 8

Which of the following is not part of an office policy?&#10;A) Office hours&#10;B) Payment policy&#10;C) Infection-control policies&#10;D) All of the above would be included in an office policy.

Accepted Answer

Although each practice has specific needs, all of the following should be included in an office policy: philosophy, office hours, appointment control, payment policies, hygiene, attitude toward children, auxiliary use, infection-control policies, quality assurance, staff continuing education requirements, and office data.

Question 9

In the dental office, nonverbal cues are very common.

Accepted Answer

A dental office presents many opportunities to use and to receive nonverbal cues.

Question 10

Maslow's theory is based on the choices patients have, and Rogers' theory is based on the patient's own facts, experiences, and feelings.&#10;A) The first statement is true and the second statement is false.&#10;B) The first statement is false and the second statement is true.&#10;C) Both statements are true.&#10;D) Both statements are false.

Accepted Answer

Perhaps one of the best lessons you can learn from Maslow's theory is that an individual has a choice in determining his or her behavior. Dr. Carl Rogers, another humanistic psychologist, believed that "it is the client who knows what hurts, what directions to go, what problems are crucial, what experiences have been deeply buried."

Question 11

Which of the following is an example of internal marketing?&#10;A) Follow-up calls&#10;B) Lectures&#10;C) Directories&#10;D) Media advertising

Accepted Answer

The answer of Which of the following is an example...

Question 12

The lowest level of Maslow's hierarchy of needs is:&#10;A) self-actualization.&#10;B) security.&#10;C) social.&#10;D) physiologic.

Accepted Answer

The answer of The lowest level of Maslow's hierarchy of...

Question 13

Which of the following statements should you avoid during communication with a patient?&#10;A) &#34;This won't hurt.&#34;&#10;B) &#34;You are making a wise investment.&#34;&#10;C) &#34;We will need about an hour.&#34;&#10;D) &#34;The dentist is with a patient.&#34;

Accepted Answer

The answer of Which of the following statements should you...

Question 14

The highest level of Maslow's hierarchy of needs is:&#10;A) physiologic.&#10;B) security.&#10;C) social.&#10;D) self-actualization.

Accepted Answer

The answer of The highest level of Maslow's hierarchy of...

Question 15

Of Maslow's identified needs, which one identifies best with one's reputation, recognition, and self-satisfaction?&#10;A) Esteem&#10;B) Self-actualization&#10;C) Social/love&#10;D) Physiologic

Accepted Answer

The answer of Of Maslow's identified needs, which one identifies...

Deck 3: Patient Management