Chapter 61
What type of communication describes our body language?
Nonverbal
Americans spend more time with their _ than anyone else.
Coworkers
What piece of equipment allows you to send and receive typed documents?
Fax machine
How could a patient be psychologically influenced by the attitudes of others?
Subjective
What is the key to a successful work environment?
Teamwork
The ___ is the most important item in a dental office used for public relations.
Telephone
The best way to calm irate patient is to
All the above
What nonverbal behavior could signify tension and uneasiness in a dental patient?
All the above
What percentage of gross revenue should a dental practice invest in marketing?
3% to 5%
What percentage of verbal communication is never heard?
90%
How should telephone messages be obtained when dental office is closed?
A&b
Besides patients of the practice, who would the business assistant correspond with?
All the above
Which dental professional is key in marketing a practice because they have first contact with the patient?
Business assistant
Which component is included in the salutation of a letter?
Greeting
Which would not be a stress factor for someone working in the dental office?
Job flexibility
Which is a valuable communication tool for dental practice?
Practice newsletter
Select a less intimidating term for "drill"
Prepare
How are objective fears attained>
by learning fears from past experiences
The buisness telephone should be answered after
first ring
Example of an external marketing activity is
website