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chapter 61 RQ

QuestionAnswer
Which psychologist believed that human beings are intrinsically good and friendly? Carl Rogers (1920-1987)
What is the first basic need a person has according to Maslow’s Hierarchy of Needs? physiological needs (breathing, food, sex, sleep, homeostasis, excretion
What psychological term is used to describe the process by which society influences individuals? socialization
What type of communication describes our body language? nonverbal communication
What percentage of spoken words do we never hear? 90%
Can anxiety be communicated through facial expression? yes
Give a more effective word for “pulling” a tooth. removing a tooth
What is the key to a successful work environment? teamwork
Describe stressors in a dental office. lack of staff, appointment overbooking, and lack of communication
How can a patient be psychologically influenced by others’ attitudes? A patients attitude and beliefs can be affected by the attitude and beliefs of the people around them
Are objective fears acquired or learned? learned
Describe a few techniques that can be used to calm an irate patient. remain approachable positive attitude, never lie
What is the most important piece of office equipment that can be used for public relations? the phone
On which ring should you answer the phone? after the first ring
When the dental office is closed, how are messages obtained? the answering service
What piece of equipment allows you to transmit hard copy written messages? the faxing machine
What would be an example of a salutation on a letter? Dear Megan Jennings (dont forget colon)
In addition to the patient, to what other individual might you send a business letter? collegues, insurance carriers
Which members of the dental office team should be involved in marketing of the practice? all members
What percentage of the office’s gross revenue should be invested in marketing? 3%-5%
Give an example of an external marketing activity. advertising,websites, blog,health
Created by: ohannacaraballo
 

 



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