patient relations and dental health team communications

Question 1

What is the study of the psychology of human beings, what they want, why they react, what makes them happy and how they relate to others?

Answer 1

Humanistic theory

Question 2

Correctly using a patient’s name during a conversation is important. Which of the following is the correct way to address a new patient?

Answer 2

You should use the patient’s title and last name unless the patient requests otherwise

Question 3

Conflict can be constructive when

Answer 3

it helps team members to find new ways to communicate/state their problems

Question 4

Which type of intraorganizational conflict occurs when two dental assistants disagree?

Answer 4

interpersonal

Question 5

Which conflict handling style is recommended to find temporary solution to a complex problem?

Answer 5

the compromising style

Question 6

Dealing with an angry patient requires a special skill. What can you do when a patient is angry?

Answer 6

ask the patient, “How would you handle the situation?”

Question 7

An example of intrapersonal conflict is

Answer 7

a dentist balking at cleaning the exam room

Question 8

A prospective patient’s impression elements are classified into several stages. Which is one covered in the final decision stage?

Answer 8

what are the communication skills of the staff and dentist like?

Question 9

Which conflict style is best suited to issues between two equally powerful parties?

Answer 9

compromising

Question 10

You have heard from another staff member that the office will be closed one day next week. You share that with the hygienist. The method of communication used is?

Answer 10

informal channel

Question 11

When an issue is trivial and a cooling off period is needed, which is the best style to use for conflict resolution?

Answer 11

avoiding

Question 12

The integrating style of handling conflict is most effective when?

Answer 12

solving the problem requires the input of all team members

Question 13

For which conflict style is it inappropriate when a decision needs to be made quickly in a complex issue when both parties are of equal status?

Answer 13

Obliging

Question 14

Sometimes patients have complaints. How do you demonstrate empathy?

Answer 14

“you feel that it is unfair that the insurance company will not cover the procedure”

Question 15

What action ensures that a new patient feels they have made the right choice selecting your office for the first time?

Answer 15

The assistant gives the patient her undivided attention, reconfirms the reason for the visit and explains what is to be expected.

Question 16

Everyone who answers the phone should

Answer 16

use the same script

Question 17

What is an example of the dental healthcare team providing high quality customer service?

Answer 17

provide early morning and evening appointments

Question 18

How can you provide exceptional personal patient care?

Answer 18

Explain to the patient what will happen next and use the patient’s name at least once during your conversation.

Question 19

In a professional setting, patients seldom detect tension between members of the dental team

Answer 19

false

Question 20

When is conflict constructive?

Answer 20

when it identifies solutions to problems

Question 21

Which technique encourages a noncompliant patient to follow the dentist’s instruction?

Answer 21

describe the benefits of complying with the instructions

Question 22

When a dental practice has a complex problem that requires multiple areas of expertise, which conflict handling style should be excercised?

Answer 22

integrating

Question 23

Staff meetings do not always have to be constructive

Answer 23

false

Question 24

When dealing with an angry patient

Answer 24

do not become defensive

Question 25

what does not provide outstanding customer service:

Answer 25

emulate the image of other successful dental practices

Question 26

What does a telephone greeting need to contain?

Answer 26

• welcome statement
• the identity of the dental office
• the identity of the person answering the phone

Question 27

Mr. Day just called to ask a question. You do not know the answer, what is an appropriate response?

Answer 27

tell Mr. Day that you will have another team member, who can answer the question, take the call

Question 28

a formal channel of communications includes

Answer 28

changes in rules and procedures

Question 29

The office manager is reluctant to deal with issues and problems within the staff. She tells staff to work it out or just ignores the fact there is a problem. Her style of handling the conflict is

Answer 29

avoiding

Question 30

Which conflict style is characterized by high concern for self and low concern for others?

Answer 30

dominating

Question 31

Which channel of communication has the flow of information from one layer of an organization to a higher level?

Answer 31

upward

Question 32

Informal communication does not include:

Answer 32

sharing day to day info

Question 33

What is NOT the function of a staff meeting

Answer 33

performance appraisals

Question 34

If a dental practice procedure manual is to be effective

Answer 34

it must be updated at regular intervals

Question 35

What should be done after a staff meeting?

Answer 35

Notes should be typed and distributed for the next meeting

Question 36

The procedural manual is used to help train new team members

Answer 36

true

Question 37

You are an admin assistant that was hired to be an appointment clerk. The receptionist is often absent and the business office coordinator assigns you to act as the receptionist while performing your other duties. You state that it is unfair for you to have to do both jobs. Her response is I have to assign duties to provide coverage for the office, I cannot be concerned about fairness.” This is what kind of conflict?

Answer 37

intragroup

Question 38

What is your responsibility if you are asked to be the notetaker for a staff meeting?

Answer 38

recording the minutes of the meeting, typing and distributing them to participants at the next meeting

Question 39

An office manager who fails to inform the admin dental assistant of a vacation policy change for fear of upsetting that assistant creates which type of barrier?

Answer 39

filtering

Question 40

Which type of communication is sent through a formal downward channel of communication?

Answer 40

rule changes

Question 41

What is sent thru an upward communication channel

Answer 41

conflict resolutions

Question 42

Assistants who answer the phone must be skilled in communication because?

Answer 42

prospective patients make up their minds in the first few seconds of contacting an office whether to make an appointment.

Question 43

When answering the telephone in a dental office, you should

Answer 43

use the script to answer questions

Question 44

If you are on the phone and a call comes in, what is the proper way to answer the second call?

Answer 44

Dr. Smith’s office, this is Maryanne. May I ask who is calling and the reason for your call?
Answer the call if it is an easy quick answer or explain that you are on the other line and will call back in 10 minutes.