Lesson 2

Question 1

Communicating without the use of words is called:

Answer 1

nonverbal

Question 2

Messages are sent in the form of a:

Answer 2

medium

Question 3

Patients often send nonverbal messages in the form of:

Answer 3

tenseness, embarrassment, anger

Question 4

A change in the meaning of a word is called:

Answer 4

semantics

Question 5

When assumptions are made based on nonfactual information, the process is called:

Answer 5

stereotyping

Question 6

Which of the following is not one of the characteristics of a poor listener?

Answer 6

nodding from time to time while making good eye contact

Question 7

Responsibilities of the receiver of a message does include:

Answer 7

initiating feedback, being a good listener, be sensitive to the sender

Question 8

Practicing appropriate, positive responses and incorporating them into normal business conversations is developing one’s:

Answer 8

active script

Question 9

Which of the following is an unnecessary phrase? as per, herewith, consequently

Answer 9

as per, herewith, consequently

Question 10

Presenting information in a positive form even if the information is unpleasant is called:

Answer 10

outlook

Question 11

Name 3 things Written correspondence should be:

Answer 11

organized, logical, complete

Question 12

The empty areas surrounding the text of a letter are called:

Answer 12

white space

Question 13

Which of the following is not one of the five basic letter styles? simple-blocked, semi-blocked, full-blocked, blocked

Answer 13

simple-blocked

Question 14

The fastest service offered by the U.S. Post Office is:

Answer 14

express mail

Question 15

Postage is determined by:

Answer 15

size and weight

Question 16

What should be on line two (of four lines) on a standard addressed envelope?

Answer 16

name of company

Question 17

When given a choice, customers and/or patients will choose a business that meets their:

Answer 17

personal needs

Question 18

When no punctuation is used in the salutation and closing, the punctuation style is called:

Answer 18

open

Question 19

Which of the following is not a part of Maslow’s Hierarchy of Needs? self-actualization, safety, love and belonging, order

Answer 19

order

Question 20

Which of the following most likely influences most patients’ impression of the clinic?

Answer 20

a quickly answered phone

Question 21

Which of these would be considered positive influences on the patient’s view of the dental clinic? attention to the patient during a conversation, pleasing telephone voice, use of the patient’s name in the conversation

Answer 21

All of the other answers

Question 22

If the patient is angry, which of these should not be done? try to find a positive aspect of the problem, involve others in the dispute, listen to the whole story, refrain from becoming angry yourself

Answer 22

involve others in the dispute

Question 23

How might a patient react who has a complaint with the dental office? stop using the practice, voice their concern, ignore the problem

Answer 23

All of the other answers

Question 24

Which of the following is a personnel procedure? reviews and evaluations, outline of emergency procedures, ordering supplies, chairside assisting

Answer 24

reviews and evaluations

Question 25

Of the following choices, which are types of communications that are sent through a formal downward channel? defining goals and roles, gathering and processing information, changes in rules and procedures, sharing day-to-day information

Answer 25

changes in rules and procedures

Question 26

Of the following choices, which are not types of communication sent in informal communication channels? rumors, problem solving, gossip, inaccurate information

Answer 26

problem solving

Question 27

Which of these examples is destructive conflict? new solutions developed,team members improving skills, increased resistance to change, improved team performance

Answer 27

increased resistance to change

Question 28

The conflict-handling style in which there is a high concern for self and low concern for others is called: obliging style, dominating style, integrating style,compromising style

Answer 28

dominating style

Question 29

The conflict-handling style in which there is a low concern for self and others is called: avoiding style, integrating style, compromising style, dominating style

Answer 29

avoiding style

Question 30

Which of the following is true about staff meetings? all team members should be given an opportunity to express opinions, minutes should be typed and distributed after the meeting, an agenda should be prepared

Answer 30

All of the other answers