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MOA communication skills > Mediums of Communication > Flashcards

Mediums of Communication Flashcards

1
Q

Characteristics of a good listener:

A
  • maintain good posture
  • maintain eye contact
  • listen to the complete message
  • provide feedback
  • complete a message transfer before changing the subject
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2
Q

How can the dental healthcare team can help establish sincerity with the patient?

A

by removing a physical barrier.

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3
Q

How is the term stereotyping defined?

A

assumptions based on nonfacts

(blocks effective communication because assumptions are made on the basis of nonfactual information or preconceived ideas about a person, idea or procedure)

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4
Q

The communication process consists of five elements. Which element is responsible for providing feedback?

A

the receiver

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5
Q

A patient is scheduled for an appointment, which has been delayed because another patient needs an emergency procedure. You notice that the patient who is waiting is sitting with arms and legs tightly crossed and fists clenched. What nonverbal communication is the patient exhibiting?

A

anger

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6
Q

If the receiver is not hearing or understanding the message as it was intended, it is said that:

A

some barrier is preventing communication

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7
Q

the 5 elements of communication are:

A
  • the sender
  • the message
  • the medium/channel
  • the receiver
  • the feedback
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8
Q

Terminology used in the dental office may have positive or negative connotations. Which of the following terms may be perceived as negative?

A

remind

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9
Q

What is a quality of a good listener?

A

maintains eye contact with sender

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10
Q

The administrative dental assistant who answers the phone is taking the following actions. Which one would not be considered professional telephone manners?

A

answers in 4 rings and asks if the call can please hold.

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11
Q

A communication tool developed to create a positive image and avoid misunderstanding that should be used with new patients so that all information is conveyed is known as:

A

active scripts

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12
Q

A patient who covers his or her mouth most likely is communicating which nonverbal message?

A

embarassment

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13
Q

While you are on the phone with a patient, Mr. Jones arrives for his appointment and takes a seat in the reception area. What is the recommended action?

A

acknowledge Mr. Jones with a smile and complete the phone call as soon as possible. Once you’ve hung up, greet Mr. Jones.

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14
Q

Sincerity is best communicated when barriers (objects that come between the team member and the patient) are removed. When sincerity is communicated, the patient is more likely to participate in the conversation as an equal with the team member.

A

Both statements are true.

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15
Q

What is not an example of interpersonal communication?

A

a voice mail message

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16
Q

what is the word that means a change in the meaning of the word?

A

semantics

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17
Q

in effective communication, the sender of the message is responsible for:

A

selecting the best medium for the message

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18
Q

What will present a positive telephone image?

A

speaking slowly

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19
Q

When leaving a voice mail message, what should you not do?

A

relay pertinent personal health information.

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20
Q

Which nonverbal cue should be practiced with caution?

A

touch

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21
Q

What is the recommended technique for conveying a message when the receiver of the message is tired, angry, preoccupied or in pain?

A
  • wait to convey the message
  • rephrase the message
  • select a different medium for the message
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22
Q

Communication in a dental practice is not characterized by

A

a patient tells a neighbor about the wonderful service offered at the practice

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23
Q

In the course of conversation with a patient regarding an overdue bill as you are attempting to present payment options, the patient interrupts you many times. He stands with his arms crossed, tapping his foot, and leaning against the desk. Before you can address payment options he says “well, I guess you will be contacting your attorney.” Based on this scenario, you might suspect the problem to be?

A

poor listening skills

24
Q

At the end of a phone conversation, which of the following demonstrates a correct protocol?

A

At the end of the conversation, summarize the call.

25
Q

What should you do if a wrong number is reached?

A

apologize for the call, repeat the number you thought you were dialing.

26
Q

What should you do if a patient wants to speak to the dentist?

A

“I will be happy to take your name and number and any message you want to leave for a return call.”

27
Q

A patient calls and asks a question to which you do not know the answer. How do you respond?

A

“I am not sure. May I check on that for you and call you back?”

28
Q

Personal calls and the use of cellphones are appropriate during business hours when made in the staff lounge but not in the reception areas

A

false

29
Q

What does the term semantics refer to?

A

a change in the word’s meaning

30
Q

What is the goal of an active script?

A

to create a positive image of the dental practice

31
Q

What takes place when the sender and the receiver exchange info in real time?

A

interpersonal communication

32
Q

When communicating, what is the sender’s responsibility?

A

listening to feedback

33
Q

What is an example of nonverbal communication?

A

smile

34
Q

What is one of the main elements of communication?

A

medium

35
Q

Using a large toothbrush and a model to teach toothbrushing to a patient is a form of visual communication.

A

True

36
Q

Culture can present a barrier to communications when the sender and receiver do not have a common understanding

A

true

37
Q

The weight that is put on a message according to status, qualifications of the person sending the message is referred to as:

A

credibility

38
Q

blank blocks effective communication because assumptions are made based on nonfactual information.

A

stereotyping

39
Q

To convey professionalism, the telephone should be answered in how many rings?

A

three

40
Q

What is the recommended way to personalize a letter?

A

Use the ‘you’ technique in the letter’s body.

41
Q

What is an appropriate phrase when writing a letter?

A

as you requested instead of as per your request

42
Q

Written correspondence in the dental office do not include:

A

purchase orders

43
Q

In a business letter, tone refers to:

A

choice of words that set the mood of the letter

44
Q

Unnecessary phrases such as herewith and as per that do not add to the message should not be used in a business letter because they:

A

make the writer sound forced and unnatural

45
Q

The purpose of a referral letter is to:

A

introduce a patient an state the reason for the referral.

46
Q

What do you do if a letter marked confidential arrives, addressed to the dentist?

A

Do not open the letter. Deliver the sealed envelope to the dentist.

47
Q

Tone of a letter:

A
  • intended to clarify meaning
  • can be changed through selection of words and phrases
  • should set the mood and sound natural
48
Q

what is a method of transcribing a spoken message into a report or letter?

A

Dictation

49
Q

A concise business letter will?

A

convey a message without overusing words and phrases

50
Q

What should be done if a mistake is discovered after the letter has been printed?

A

Return to the original document, make the correction, and reprint the letter

51
Q

How do most patients select a new dentist?

A

word of mouth

52
Q

Presenting info in a positive form, even when the letter contains unpleasant subject matter is called

A

Outlook

53
Q

In terms of letter writing, logic if part of which of the following?

A

organization

54
Q

Journals, catalogs, lab cases, insurance company correspondence, and payments are all examples of which of the following?

A

categories of incoming mail

55
Q

Because e-mail correspondence is password, e-mail is an efficient way to securely transfer confidential information.

A

false

MOA communication skills (2 decks)

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