CHAPTER 61 Flashcards

1
Q

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

A

Human behaviour

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2
Q

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.

A

Sigmund freud

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3
Q

Psychologist who thoght that humans cannot live without needs

A

Abraham Maslow

Maslow’s Hierarchy of Needs.

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4
Q

the process through which society influences individuals is called

A

socialization

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5
Q

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

A

peer pressure

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6
Q

how we communicate

A

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

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7
Q

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

A

verbal communication

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8
Q

type of communication conveyed by our body language

A

nonverbal communication

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9
Q

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

A

90%`

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10
Q

The one key to a successful work environment is__________

A

teamwork

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11
Q

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

A
  • Lack of enough staff
  • Appointment overbooking
  • Multiple tasks required simultaneously
  • Lack of good communication
  • Perceived lack of job advancement
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12
Q

Effective communication is important in achieving _________satisfaction.

A

patient

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13
Q

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.

A

previous

attitude
beliefs

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14
Q

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

A

subjective fears

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15
Q

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

A

objective fears

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16
Q

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

this is called ___

A

dental-phobic

17
Q

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

A

dental and medical

18
Q

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

A

95

19
Q

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

A
  • listen silently,
  • use good eye contact,
  • occasionally nod your head.
  • Do not interrupt. Let the patient finish.
20
Q

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

A

(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.

21
Q

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

A

voicemail

answering machine

22
Q

the operating system used for all forms of written communication

A

computer

23
Q

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

A

block letter format

24
Q

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

A

semi block letter format

25
Q

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

A

create a positive image

enroll

26
Q

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

A

3 & 5 %

27
Q

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

A

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

28
Q

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

A

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

29
Q

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.

A

erik erikson

30
Q

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.

A

carl rogers

31
Q

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.

A

B.F Skinner

32
Q

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

A

communication

33
Q

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

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

2.explanation
How i expect you to understand it
nonverbal