Chapter 61 Communication in the Dental Office Handout

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

Acquired fear

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

All of the above

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

All of the above are correct.

What is peer pressure?

All of the above are correct.

Which factors can affect human behavior?

All the above

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?

Ask the patient if he is in pain and assure him that everything is fine.

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

Be flexible and receptive to altering the way responsibilities are performed.

Which statement is incorrect?

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.

What information should be included when dictating a message into the answering machine?

Both B and C

What is nonverbal communication?

Both B and C are correct.

Which items need to be included when taking a message?

Caller's name, the caller's phone number if a call back is requested, and the reason for the call

What is conflict?

Differences

Which statement is incorrect?

Every message has two parts: speaking and listening.

Which methods reduce stress in the dental workplace?

Good communication—voice problems and list possible solutions.

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

Having fresh plants or flowers in the office

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

Influenced by the patient's total personality

Which letter format calls for all text to be flush with the left margin with exception of the first line of each paragraph to be indented, paragraphs to be double spaced, and lines of text to be single spaced?

Semiblock

What is a characteristic of good listening skills?

Should not be influenced by a person's appearance

Which statement is not true concerning social attitudes?

Social attitudes have no influence on a person's behavior.

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

Teamwork

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

Telephone

Which statement is incorrect concerning marketing of the dental practice?

The primary goal of marketing is to enroll new patients.

What are subjective fears?

They are based on feelings, attitudes, and concerns that have developed at the suggestion of peers, siblings, parents, or other individuals.

Why are closed-ended questions used?

To confirm information

Good verbal communication does not include which trait?

Trying to intimidate a patient into accepting treatment

Which statement best describes good phone skills?

Use the caller's name in the conversation, and give him or her complete attention.

What are the general categories of communication?

Verbal and nonverbal

Participating in health fairs, making presentations to school children, and working with senior citizens on dental care are examples of _____ marketing.

external

Closed-ended questions usually begin with words such as

is

Voice quality accounts for more than one _____ of the impact of the total message and reveals much about the individual.

third

What is the purpose of a practice newsletter?

It is a valuable communication tool for patients of the practice.

Which of the following is important for resolving conflict?

Know the difference between "conflict" and "harassment."

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?

Let the patient finish speaking, and then repeat what the patient said, asking if that is correct.

Which lifestyle choices will not help to reduce stress?

Not setting realistic expectations

Which statement is incorrect?

Only patients who appear tense, suspicious, or resistant to suggested treatment have emotional needs of which the staff should be aware.

When completing written correspondence to insurance carriers, which information should be included?

Patient's name, address, identification number

Which statement refers to good communication skills

Pleasant voice tones, listening, and using questions to gather information

Which statement is incorrect?

You should involve yourself should a conflict arise between others.

In the dental office, the telephone should be answered

after the first ring.