Modern Dental Assistant Chapter 61

Subjective fear

Also know as acquired fear, are based on feelings, attitudes, and concerns that have been developed at the suggestion of peers.

Objective fear

Also known as learned fear, related to the patient's experiences and his or her memories of those experiences?

Coworkers

Americans spend more time with their_______than Anyone else.

Website

An example of an external marketing activity is _______.

Erik Erikson (1902-1994)

Believed a persons identity is individual, it comes from the past and from their heritage

B. F. Skinner (1904-1990)

Believed behavior is learned

Carl Rogers (1902-1987)

Believed human beings are intrinsically good and friendly

Sigmund Freud (1856-1939)

Believes that people have conscious and unconscious thoughts

Other dental professionals Physicians Dental insurance companies

Besides the patient of practice, who would the business assistant correspond with?

Abraham Maslow (1908-1970)

Founder of social learning psychology. He believed that human cannot live without needs

The first

He business telephone should be answered after______ring

By learning fears from the past experiences

How are objective fears attained ?

By subjective fear

How could a patient be psychologically influenced by the attitude of others

- How they are treated on the phone - How they are greeted - how they are made to feel in the office - how efficiently the staff manages business aspects, such as billing and insurance

How do patients base their perceptions about a practice

Building confidence and trust

How do patients build a relationship with their dentist and dental staff

Answering machine Answering service

How should telephone messages be obtained when the dental office is closed

Treatment area

Select a less intimidating term for the word "Operatory"

Prepare

Select a less intimidating term for the word "drill".

Dentures

Select a less intimidating term for the word "false teeth"

anesthetic

Select a less intimidating term for the word "shot"

Reception area

Select a less intimidating term for the word "waiting room"

Listen,Maintain eye contact, Nod your head when the patient is talking.

The best way to cal an irate patient

fax machine

The business machine that can be a component of the phone system and can send written or typed materials is the...

Saluation

The part of the letter that contains and introductory greeting is the

Telephone

The_____is the most important item in a dental office used for public relations

letterhead

The_____is the part of the letter that contains the name and address of the persons sending the letter.

Team work

What is the key to successful work environment?

Restrained giant Grasping the chair arm Rapid shallow breathing

What non verbal behavior could signify tension and uneasiness in dental patient?

3%-5%

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

90%

What percentage of verbal communication is never heard?

fax machine

What piece of equipment allows you to send and receive typed documents?

non verbal communication

What type of communication describes our body language?

Copier

A____is a business machine that can make duplicates from an original.

Marketing

Is a way of advertising or recruiting people to your business.

verbal communication

Is the type of communication by which we use words to express ourselves.

nonverbal communication

Is the type of communication that uses body language for expression.

Greeting

Which component is included in the salutation of a letter?

Business assignment

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

Practice newsletter

Which is a valuable communication tool for dental practice?

job flexibility

Which should not be a stress factor for someone working in a dental office?