Chapter 61: Communication in the Dental Office

b. website

An example of an external marketing activity is _____. a. home visits b. website c. sending flowers d. all of the above

d. all of the above

Besides patients of the practice, who else would the business assistant correspond with? a. other dental professionals b. physicians c. dental insurance companies d. all of the above

d. all of the options

Cultural and social diversity is prevalent in dentistry, the office should be aware of the differences in verbal and non-verbal cues meanings based on a. age. b. gender. c. religious beliefs. d. All of the options. e. None of the options.

a. true

Don't always involve the dentist or office manager in conflicts for resolutions. a. True b. False

a. true

Finances are a leading factor in patients lack of treatment acceptance. a. True b. False

d. all of the options are correct

For what reason might a dental practice send a letter to its patients? a. Acknowledgement of a referral b. Confirmation of an appointment c. Offer of congratulations d. All of the options are correct

b. by learning fears from past experiences

How are objective fears attained? a. by hearing others express their experiences b. by learning fears from past experiences c. by dreaming up fears d. by reading about fears

d. all of the above

How could a patient be psychologically influenced by the attitudes of others? a. by subjective fears b. by negative fears c. by objective fears d. all of the above

d. a and b

How should telephone messages be obtained when the dental office is closed? a. answering service b. answering machine c. email d. a and b

a. writing a newsletter to current patients

Internal marketing may include activities such as a. writing a newsletter to current patients. b. giving a dental talk at a local school. c. providing free screenings once a year to children ages 1 to 3 years. d. both giving a dental talk at a local school and providing free e. screenings once a year to children ages 1 to 3 years.

c. prepare tooth

Select a less intimidating term for the word "drill." a. anesthetic b. remove decay c. prepare tooth d. b and c

d. all of the options are correct

Stress in a dental office may be caused by a. not enough staff. b. overscheduling. c. lack of communication. d. All of the options are correct.

a. true

Subjective fears, also known as acquired fears, are based on the patient's experiences and the memories of those experiences. a. True b. False

c. telephone

The ______ is the most important item in a dental office used for public relations. a. professional letter b. fax machine c. telephone d. newsletter

d. all the above

The best way to calm an irate patient is to _____. a. listen b. maintain eye contact c. nod your head when the patient is talking d. all the above

a. the first

The business telephone should be answered after _____ ring. a. the first b. the second c. the third d. any

b. teamwork

What is the key to a successful work environment? a. high salaries b. teamwork c. good benefits d. job flexibility

d. all of the above

What non-verbal behavior could signify tension and uneasiness in a dental patient? a. body language b. grasping the chair arms c. rapid shallow breathing d. all of the above

b. 3% to 5%

What percentage of gross revenue should a dental practice invest in marketing? a. 1% to 2% b. 3% to 5% c. 8% to 10% d. 15% to 20%

c. 90%

What percentage of verbal communication is never heard? a. 50% b. 75% c. 90% d. 100%

c. nonverbal

What type of communication describes our body language? a. verbal b. written c. nonverbal d. speech

Word processing software

computer software designed to create business documents

Human behavior

conduct exhibited by human beings who have been influenced by their culture, attitudes, emotions, values, ethics, and authority

Subjective fears

feelings, attitudes, and concerns that are developed by the suggestion of others

Objective fears

learned fears from a person's memory of an experience

Letterhead

part of a letter (or printed stationery) that contains the name and address of the person sending the letter

Salutation

part of the letter that contains the introductory greeting

Socialization

process which society influences individuals to

Nonverbal communication

type of communication in which body language is used as a form of expression

Verbal communication

type of communication in which words are used as a form of expression

Marketing

way of advertising or recruiting people to a business

a. true

It has been said that 95% of patients who are unhappy or dissatisfied never say so; they just leave the practice. a. True b. False

d. all of the options are correct

Most patients base their decisions about a dental practice on a. How they are treated on the phone? b. How they are greeted? c. How efficient the staff is? d. All of the options are correct.

a. true

Most patients make their first contact with a dental office by phone. a. True b. False

d. all of the options are correct

When working with dental patients, it is particularly important to remember that a. the patient's response to a past dental situation is primarily from causes that are not part of the present situation. b. the patient probably does not fully understand their past dental situations. c. the patient's anxieties concerning future treatment may result in hostile, irrational, or inappropriate behavior. d. All of the options are correct.

c. greeting

Which component is included in the salutation of a letter? a. date b. inside address c. greeting d. closing

b. business assistant

Which dental professional is key in the marketing of a practice because they have first contact with the patient? a. dentist b. business assistant c. dental laboratory technician d. dental assistant

b. practice newsletter

Which is a valuable communication tool for a dental practice a. business letter b. practice newsletter c. email d. greeting card

c. cost of treatment

Which is not a psychological factor that influences the patient's reaction to a dental office? a. Previous dental experience b. Fear of pain c. Cost of treatment d. Cultural background

e. all of the options are correct

Which of the following is associated with phone equipment? a. Answering machine b. Voicemail c. Headset d. Fax machine e. All of the options are correct

a. job flexibility

Which would not be a stress factor for someone working in the dental office? a. job flexibility b. overbooking of patients c. performing multiple tasks d. no job advancement