CHAPTER 61 Flashcards
the collection of actions that have been influenced by a person’s culture, attitudes, emotions, values, ethics, and authority.
Human behaviour
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.
Sigmund freud
Psychologist who thoght that humans cannot live without needs
Abraham Maslow
( Maslow’s Hierarchy of Needs.)
the process through which society influences individuals is called
socialization
when a person conforms to the general behavior of a group of peers in an attempt to feel more acceptable within that group.
peer pressure
how we communicate
words, facial expressions, appearance, gestures, mannerisms, listening, voice inflection, attitudes, and actions.
type of communication that is made up of the words we use.
verbal communication
type of communication conveyed by our body language
nonverbal communication
It has been estimated that __% of all spoken words are never heard
90%`
The one key to a successful work environment is__________
teamwork
causes of stress in the dental office include, but are not limited to, the following:
• Lack of enough staff
• Appointment overbooking
• Multiple tasks required simultaneously
• Lack of good communication
• Perceived lack of job advancement
Effective communication is important in achieving _________satisfaction.
patient
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.
previous
attitude
beliefs
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
subjective fears
also known as learned fears, are those related to the patient’s experiences and his or her own memories of those experiences.
objective fears
For some patients, the mere suggestion of a routine dental visit can bring an overwhelming sensation of panic and terror
this is called ___
dental-phobic
The patient registration form and the medical-dental history form should include questions about the patient’s _______ and _______ health
dental and medical
It has been studied and shown that __% of patients who are unhappy or dissatisfied never say so;
95
One of the best ways to calm an irate patient is to:
-listen silently,
-use good eye contact,
-occasionally nod your head.
-Do not interrupt. Let the patient finish.
The dentist should not be interrupted at chairside to come to the phone. Phone interruptions:
(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.
phone messaging system in the dental office when the office is closed
voicemail
answering machine
the operating system used for all forms of written communication
computer
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
block letter format
type of letter where tinstead of placing the body text justified left, the first line of each paragraph is indented
semi block letter format
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
create a positive image
enroll
The average amount of investment budgeted by dentists for a practice marketing plan ranges between ___ & ____ % of the previous year’s gross revenues.
3 & 5 %
activities that take place outside of the office that are directed to reach people who are not patients.
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
strategies and activities and promotions that are targeted toward current patients of the practice.
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
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.
erik erikson
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.
carl rogers
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.
B.F Skinner
defined as the sending of a message by one individual and the receiving of the same message by another individual
communication
Every message we send has two parts that must coincide in time:
- statement proper ( this i what i have told you) - verbal
2.explanation
(How i expect you to understand it)
nonverbal
