Dental Assisting Chapter 61 Communication

which dental professional is key in the marketing of a practice because they have first contact with the patient?

business assistant

how are objective fears attained?

by learning fears from past experiences

close-ended questions are those that

can be answered with either yes or no

americans stend more time with their _______ than anyone else

coworkers

what piece of equipment allows you to send & receive typed documents?

fax machine

the health insurance portability & accountability act (HIPAA) specifies:

federal regulations ensuring privacy of patients healthcare information.

the backbone of a wel-run organization is?

good communication

what component is included in the salutation of a letter?

greeting

one of the most important traits to everyday social & business relationships is

interpersonal communication

which would not be a stressful factor for someone working in a dental office?

job flexibility

objective fears are_____ fears

learned

the best way to calm an irate patient is to?

listen, make eye contact, nod your head when the patient is talking.

what type of communication describes our body language

nonverbal

which is a valuable communication tool for a dental practice?

practice newsletter

select a less intimidating term for the word "drill"

prepare

open-ended questions are those that

require more than yes or no for an answer

communication can be defined as

sending of a message & receipt of the same message by another

how could a patient be psychologically influenced by the attitude of others?

subjective fears & objective fears

what is the key to a successful work environment?

teamwork

the ____ is the most important item in the dental office used for public relations.

telephone

the business telephone should be answered after _____ ring.

the first

words are

verbal symbols used to represent an object or a meaning

what accounts for one third of the impact of the total message?

voice quality

an example of an external marketing activity is ____

website

what percentage of gross revenue should a dental practice invest in marketing?

3% to 5%

what approximate percentage of all spoken words are never heard?

90%

what percentage of verbal communication is never heard?

90%

besides patients of the practice, who would the dental assistant correspond with?

all of the above

what nonverbal behavior could signify tension & uneasiness in a dental patient?

all the above

how should telephone messages be obtained when the dental office is closed?

answering service & answering machine