Deck 61: Communication in the Dental Office

Question 1

In the dental office,the telephone should be answered :

A)after four rings.
B)after you finish with the patient checking out.
C)after the first ring.
D)by only one person.

Answer 1

after the first ring.

Question 2

The _____ letter format is formatted with all text flush with the left margin.Paragraphs are double spaced and all line text is single spaced.

A)block
B)semiblock
C)alternative block
D)simplified

Answer 2

block

Question 3

Which statement is not true?

A)As dental assistants, we spend the majority of the day communicating with others.
B)Every message has two parts, speaking and listening.
C)The statement proper consists of words that are used.
D)The explanation is the message sent nonverbally.

Answer 3

Every message has two parts, speaking and listening.

Question 4

Participating in health fairs,making presentations to school children,and working with senior citizens on dental care are examples of _____ marketing.

A)internal
B)staff
C)external
D)professional

Question 5

Closed-ended questions usually begin with words such as:

A)what.
B)when.
C)which.
D)will.

Question 6

Closed-ended questions are used to:

A)obtain information.
B)maintain control of the conversation.
C)close a conversation.
D)build a relationship with the patient.

Question 7

Peer pressure:

A)is when we adapt personal behavior to fit into a particular group.
B)is used in an attempt to feel more acceptable.
C)can have positive or negative consequences.
D)all of the above.

Question 8

Good verbal communication does not include:

A)using technical language when talking to a patient to sound professional.
B)voice quality.
C)asking questions.
D)using common language.

Question 9

Voice quality accounts for more than one _____ of the impact of the total message and reveals much about the individual.

A)tenth
B)sixth
C)fourth
D)third

Question 10

Generally speaking,the dentist should not be interrupted at chairside to come to the phone.Phone interruptions:

A)reduce productivity and cause treatment delays.
B)are inconsiderate to the seated patient.
C)make it difficult for the dental team to maintain infection control protocols.
D)all of the above.

Question 11

What is the most important public relations tool used in the dental office?

A)Telephone
B)Practice newsletter
C)Newspaper ads
D)Computer

Question 12

A practice newsletter is a(n):

A)form of external marketing.
B)unnecessary expense for the practice.
C)good way to keep the general public informed of technologic and treatment advances.
D)valuable communication tool for patients of the practice.

Question 13

Factors that can affect human behavior include:

A)a person's attitudes.
B)personal ethics.
C)authority.
D)all the above.

Question 14

Subjective fears are:

A)are also known as learned fears.
B)are based on feelings, attitudes, and concerns that have developed at the suggestion of peers, siblings, parents, or other individuals.
C)are related to the patient's experiences and his or her own memories of those experiences.
D)are best addressed by being honest when communicating with the patient.

Question 15

Which statement is not true concerning social attitudes?

A)Social attitudes have no influence on a person's behavior.
B)People tend to make others' attitudes their own.
C)Socialization is the process of society's influences on individuals.
D)Social attitudes can influence a person's cultural way of thinking.

Question 16

The general categories of communication are:

A)statement and explanation.
B)verbal and nonverbal.
C)words and gestures.
D)quality and expression.

Question 17

The key to a successful work environment in the dental office is:

A)teamwork
B)good patients
C)communication
D)a good dentist

Question 18

Which of the following lifestyle choices will not help to reduce stress?

A)Eating healthily
B)Exercising regularly
C)Continuing to dwell on office events even after leaving for the day
D)Taking time for yourself

Question 19

Methods to reduce stress in the dental workplace include:

A)minimizing staff so everyone is kept hopping; time goes more quickly when you are busy.
B)overbooking the appointment book, so there is never a dull moment.
C)the simultaneous performance of multiple tasks (multitasking).
D)good communication; voice problems and list possible solutions.

Question 20

Phone skills include:

A)speaking indirectly into the receiver, keeping your mouth 5 to 6 inches away.
B)speaking quickly, because time is money and the patient is aware of that fact.
C)using the caller's name in the conversation and giving him or her complete attention.
D)always allowing the person receiving the call to hang up first.

Question 21

What information should be included when dictating a message into the answering machine?

A)Who is speaking
B)Why the phone is being answered by a recording
C)Brief instructions for the caller (e.g., "Please leave a message")
D)Both b and c

Question 22

How should a dental assistant react if,while in the dental chair,the patient begins to move restlessly,is sweating,and appears to be agitated?

A)Ignore the behavior.
B)Ask the patient if he wants to stop the procedure.
C)Ask the patient if he is in pain and assure him that everything is fine.
D)Suggest that the patient reschedule for a time when he can relax more.

Question 23

Which of the following statements is NOT true?

A)One factor that can influence how a patient feels about the dental office is how he is treated on the phone.
B)A patient's home situation may be a factor in his current acceptance of dental treatment.
C)Previous dental experiences can have an influence on the patient's acceptance of dental treatment.
D)Only patients who appear tense, suspicious, or resistant to suggested treatment have emotional needs that the staff should be aware of.

Question 24

When completing written correspondence to insurance carriers,which of the following should be included?

A)Patient's name, address, contract number, social security number
B)Patient's name, phone number, contract number
C)Patient's name, address, identification number
D)Patient's name, identification number, social security number

Question 25

Nonverbal communication:

A)is only expressed through body language.
B)is expressed through body language and eye expression.
C)can cause a feeling of alarm in a patient.
D)both b and c.

Question 26

A parent reprimanding a child for eating candy by telling him "it will cause a hole in his tooth and the dentist will have to give him a shot to drill the hole and fix it" is an example of:

A)peer pressure.
B)acquired fear.
C)objective fear.
D)learned fear.

Question 27

Items that need to be included when taking a message include the:

A)caller's name and phone number and when the dentist is to return the call.
B)caller's name, the caller's phone number if a call back is requested, and the reason for the call.
C)phone number where the caller can be reached and the reason for the call.
D)caller's name and phone number, the time of the call, and when the dentist is to return the call.

Question 28

A patient's response to dental treatment:

A)is limited to what is being done at the time.
B)results primarily from causes that are part of the present situation.
C)may be hostile as a result of the dental staff.
D)is influenced by the patient's total personality.

Question 29

Good communication skills include using:

A)correct terminology, using pleasant voice tones, and using only open-ended questions.
B)pleasant voice tones, listening, and using questions to garner information.
C)correct terminology, watching body language, and formulating a reply.
D)none of the above.

Question 30

Good listening skills:

A)are one of the easiest skills to master.
B)allow you to let your mind wander when talking to a patient.
C)should not be influenced by a person's appearance.
D)do not require you to look at the speaker.

Question 31

To be a good team member,it is important to:

A)stick with first impressions since they are usually the right ones.
B)show appreciation to coworkers.
C)stick to your ways.
D)do only your job so you don't overstep your responsibilities.

Question 32

When trying to resolve a conflict it is important to:

A)involve the dentist or office manager so they will know what is going on.
B)keep it personal; use "I" or "me" instead of "we."
C)try to get other coworkers "on your side."
D)know the difference between "conflict" and "harassment."

Question 33

Patients' needs can be met by:

A)having fresh plants and/or flowers in the office.
B)making humorous remarks.
C)calling them by their first names or nicknames.
D)having them wait for appointments, showing them how popular the dental office is.

Question 34

A patient comes into the office very upset about a dental procedure that was completed a couple of days ago.He confides in you that he feels like the dentist was not concerned about his situation and is thinking about going somewhere else once the work is completed.What should you do?

A)Explain your side of the situation first.
B)Look at the floor with your head tilted to indicate you are listening.
C)Let the patient finish speaking, then repeat what the patient said, asking if that is correct.
D)Allow a couple of days or so to go by before responding to allow the patient to calm down.

Question 35

Which of the following statements is NOT true?

A)Americans spend more time with their coworkers than their own families.
B)How well you get along with your coworkers can affect the patient's opinion of the dental practice.
C)Since everyone in the office has his or her own responsibilities, teamwork does not play a role in the patient's perception of the practice.
D)A patient can tell quickly the level of harmony that exists in a dental practice.

Question 36

Which statement is NOT true concerning marketing of the dental practice?

A)The primary goal of marketing is to enroll new patients.
B)The office business assistant is the key person because he usually is the first contact with the patient.
C)It is important for all staff members to have a positive and cooperative attitude.
D)All staff members are vital in successfully creating a caring image.

Question 37

Which of the following statements is NOT true?

A)Conflict is necessary for effective problem solving.
B)Conflict is necessary for effective interpersonal relationships.
C)Unresolved conflict can cause stress with colleagues.
D)To be a good team member, you should involve yourself should a conflict arise between others.

Question 38

Conflict is defined as:

A)stress.
B)harassment.
C)differences.
D)socialization.

Question 39

Patients who have good communication with their dental team members:

A)are more likely to stay with the practice.
B)pay for the treatment on time.
C)refer other patients to the office.
D)all of the above.