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?