Deck 61: Communication in the Dental Office

Question 1

Good verbal communication does not include which trait?

A)Using technical language when talking to a patient to sound professional
B)Voice quality
C)Asking questions
D)Using common language

Answer 1

Using technical language when talking to a patient to sound professional

Question 2

Closed-ended questions usually begin with words such as:

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

Answer 2

will.

Question 3

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 3

after the first ring.

Question 4

Which factors can affect human behavior?

A)A person's attitudes
B)Personal ethics
C)Authority
D)All the above

Question 5

Which lifestyle choices will not help to reduce stress?

A)Eating healthily
B)Exercising regularly
C)Taking work home with you
D)Taking time for yourself

Question 6

What are the consequences of interrupting the dentist with phone calls?

A)It reduces productivity and causes treatment delays.
B)It is inconsiderate to the seated patient.
C)It makes it difficult for the dental team to maintain infection control protocols.
D)All of the above are correct.

Question 7

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 8

Which statement best describes good phone skills?

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

Question 9

Why are closed-ended questions used?

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

Question 10

What is the purpose of a practice newsletter?

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

Question 11

Which letter format calls for all text to be flush,paragraphs to be double spaced,and lines text to be single spaced?

A)Block
B)Semi-block
C)Alternative block
D)Simplified

Question 12

Which of the following is the key to a successful work environment in the dental office?

A)Teamwork
B)Good patients
C)Communication
D)A good dentist

Question 13

What are the general categories of communication?

A)Statement and explanation
B)Verbal and nonverbal
C)Words and gestures
D)Quality and expression

Question 14

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

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

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

Which methods reduce stress in the dental workplace?

A)Minimize staff so that everyone is kept hopping; time passes more quickly when you are busy.
B)Overbook appointments so there is never a dull moment.
C)Simultaneous performance of multiple tasks (multitasking).
D)Good communication-voice problems and list possible solutions.

Question 17

What is peer pressure?

A)It is the adaptation of personal behavior to fit into a particular group.
B)It is used in an attempt to feel more acceptable.
C)It can have positive or negative consequences.
D)All of the above are correct.

Question 18

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 19

Which statement is incorrect?

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.

Question 20

What are subjective fears?

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

Question 21

How are the patient's needs met during patient care?

A)Having fresh plants or flowers in the office
B)Making humorous remarks
C)Calling them by their first names or nicknames
D)Having them wait for appointments or showing them how popular the dental office is

Question 22

Which of the following helps to form a patient's response to dental treatment?

A)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)Influenced by the patient's total personality

Question 23

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 24

A patient comes into the office and is 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 pass before responding, to allow the patient to calm down.

Question 25

Which items need to be included when taking a message?

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 26

Which statement refers to good communication skills?

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 27

What occurs when a parent tells a child that eating candy will cause a cavity and they the child will have to get a "shot" to fix it?

A)Peer pressure
B)Acquired fear
C)Objective fear
D)Learned fear

Question 28

Which of the following is important for resolving conflict?

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 29

Which statement is incorrect?

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)You should involve yourself should a conflict arise between others.

Question 30

Which statement is incorrect?

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 of which the staff should be aware.

Question 31

Which statement is incorrect 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 32

Which of the following is required to be a good team member?

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 that you do not overstep your responsibilities.

Question 33

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 34

When completing written correspondence to insurance carriers,which information 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 35

What is conflict?

A)Stress
B)Harassment
C)Differences
D)Socialization

Question 36

Which statement is incorrect?

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)Because 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)Usually, a patient can quickly discern the level of workplace harmony in a dental practice.

Question 37

Why is it important for patients to have good communication with their dental team members?

A)To be more likely to stay with the practice
B)To pay for the treatment on time
C)To refer other patients to the office
D)All of the above

Question 38

What is nonverbal communication?

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

Question 39

What is a characteristic of good listening skills?

A)One of the easiest skills to master
B)Letting your mind wander when talking to a patient
C)Should not be influenced by a person's appearance
D)Does not require you to look at the speaker