CHAPTER 61

Question 1

the collection of actions that have been influenced by a person’s culture, attitudes, emotions, values, ethics, and authority.

Answer 1

Human behaviour

Question 2

Psychologist who thought that people have conscious and unconscious thoughts and that our purpose in life is to control our instincts and the power of these thoughts.

Answer 2

Sigmund freud

Question 3

Psychologist who thoght that humans cannot live without needs

Answer 3

Abraham Maslow

Maslow’s Hierarchy of Needs.

Question 4

the process through which society influences individuals is called

Answer 4

socialization

Question 5

when a person conforms to the general behavior of a group of peers in an attempt to feel more acceptable within that group.

Answer 5

peer pressure

Question 6

how we communicate

Answer 6

words, facial expressions, appearance, gestures, mannerisms, listening, voice inflection, attitudes, and actions.

Question 7

type of communication that is made up of the words we use.

Answer 7

verbal communication

Question 8

type of communication conveyed by our body language

Answer 8

nonverbal communication

Question 9

It has been estimated that __% of all spoken words are never heard

Answer 9

90%`

Question 10

The one key to a successful work environment is__________

Answer 10

teamwork

Question 11

causes of stress in the dental office include, but are not limited to, the following:

Answer 11

• Lack of enough staff
• Appointment overbooking
• Multiple tasks required simultaneously
• Lack of good communication
• Perceived lack of job advancement

Question 12

Effective communication is important in achieving _________satisfaction.

Answer 12

patient

Question 13

Other important factors that can influence the patient’s reactions to the current situation are his or her ______ dental experiences and the patient’s _____and _____about the importance of his or her teeth.

Answer 13

previous

attitude
beliefs

Question 14

also known as acquired fears, are based on feelings, attitudes, and concerns that have developed at the suggestion of peers, siblings, parents, or other individuals

Answer 14

subjective fears

Question 15

also known as learned fears, are those related to the patient’s experiences and his or her own memories of those experiences.

Answer 15

objective fears

Question 16

For some patients, the mere suggestion of a routine dental visit can bring an overwhelming sensation of panic and terror

this is called ___

Answer 16

dental-phobic

Question 17

The patient registration form and the medical-dental history form should include questions about the patient’s _______ and _______ health

Answer 17

dental and medical

Question 18

It has been studied and shown that __% of patients who are unhappy or dissatisfied never say so;

Answer 18

95

Question 19

One of the best ways to calm an irate patient is to:

Answer 19

• listen silently,
• use good eye contact,
• occasionally nod your head.
• Do not interrupt. Let the patient finish.

Question 20

The dentist should not be interrupted at chairside to come to the phone. Phone interruptions:

Answer 20

(1) reduce productivity and cause treatment delays,
(2) are inconsiderate to the seated patient, and
(3) make it difficult for the dental team to maintain infection control protocols.

Question 21

phone messaging system in the dental office when the office is closed

Answer 21

voicemail

answering machine

Question 22

the operating system used for all forms of written communication

Answer 22

computer

Question 23

letter format places all of your text flush with the left margin. Paragraphs are double spaced, and all line text is single spaced. The margins use a standard word processor setting of 1 inch

Answer 23

block letter format

Question 24

type of letter where tinstead of placing the body text justified left, the first line of each paragraph is indented

Answer 24

semi block letter format

Question 25

A primary goal of any marketing plan is to ___________of the practice as a place where patients receive quality treatment in a caring atmosphere.

secondary goal is to _______ new patients

Answer 25

create a positive image

enroll

Question 26

The average amount of investment budgeted by dentists for a practice marketing plan ranges between ___ & ____ % of the previous year’s gross revenues.

Answer 26

3 & 5 %

Question 27

activities that take place outside of the office that are directed to reach people who are not patients.

Answer 27

external marketing

ex: • Advertising
• Web site
• Blog
• Social media marketing
• Marketing material such as business cards, letterhead, and logo
• Health fairs
• Presentations to schoolchildren or senior citizen groups

Question 28

strategies and activities and promotions that are targeted toward current patients of the practice.

Answer 28

internal marketing

ex: • Printing a practice newsletter
• Developing promotional materials for insertion into monthly statements
• Sending flowers or other appropriate “thank you” gifts to those who refer new patients to the practice
• Sending birthday or other special occasion cards to patients
• Sponsoring giveaways, office open house, and other promotional events

Question 29

phychologist who thought that a person’s identity is individual and that it comes from the past and from one’s heritage. This would include culture, religion, and status.

Answer 29

erik erikson

Question 30

psychologist who thought that human beings are intrinsically good and friendly. A person is born with these qualities; it is society and their surroundings that have an impact on these behaviors.

Answer 30

carl rogers

Question 31

psychologist whi assumed that behavior is learned. Any behavior that is a threat can be changed by learning to solve problems; positive behavior is acknowledged by positive reinforcement.

Answer 31

B.F Skinner

Question 32

defined as the sending of a message by one individual and the receiving of the same message by another individual

Answer 32

communication

Question 33

Every message we send has two parts that must coincide in time:

Answer 33

1. statement proper ( this i what i have told you) - verbal

2.explanation
How i expect you to understand it
nonverbal