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