Chapter 61

What type of communication describes our body language?

Nonverbal

Americans spend more time with their _ than anyone else.

Coworkers

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

Fax machine

How could a patient be psychologically influenced by the attitudes of others?

Subjective

What is the key to a successful work environment?

Teamwork

The ___ is the most important item in a dental office used for public relations.

Telephone

The best way to calm irate patient is to

All the above

What nonverbal behavior could signify tension and uneasiness in a dental patient?

All the above

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

3% to 5%

What percentage of verbal communication is never heard?

90%

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

A&b

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

All the above

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

Business assistant

Which component is included in the salutation of a letter?

Greeting

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

Job flexibility

Which is a valuable communication tool for dental practice?

Practice newsletter

Select a less intimidating term for "drill"

Prepare

How are objective fears attained>

by learning fears from past experiences

The buisness telephone should be answered after

first ring

Example of an external marketing activity is

website