Chapter 20

Question 1

sticking together tightly, exhibiting or producing cohesion

Answer 1

cohesive

Question 2

things that incite or spur to action

Answer 2

incentive

Question 3

a steady employee whom a new staff member can approach with questions and concerns

Answer 3

mentor

Question 4

a term referring to actions taken by management to keep good employees

Answer 4

retention

Question 5

able to pay all debts

Answer 5

solvent

Question 6

Successful medical office managers have excellent ____ and ____ skills.

Answer 6

communication, organization

Question 7

To keep the facility ____, the office manager is responsible for keeping track of all of the income.

Answer 7

solvent

Question 8

What are the 5 C’s of good communication

Answer 8

clear, concise, consistent, correct, courteous

Question 9

What is a characteristic of a good listener?

Answer 9

they refrain from interrupting with a comment or question

Question 10

What should staff meetings NOT be about?

Answer 10

an employee’s disciplinary actions

Question 11

There are many types of staff meetings. They may be purely ____, _____, or _____ meetings.

Answer 11

informational, problem-solving, brainstorm