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Ch 61 communication
communication in the dental office
| Question | Answer |
|---|---|
| a buisness machine that can make duplicates from an original | copier |
| a buisness machine that is attached to a phone line that transmits hard copy written messages ( handwritten or typed ) | fax machine |
| the health insurance portability and accountability act of 1996 | HIPPA |
| The collection of actions performed by human beings who have been influenced by a person's culture, attitudes, emotions, values,ethics,and authority | human behavior |
| the part of a letter ( or printed stationary )that contains the name and address of the person sending the letter. | letterhead |
| a way of advertising or recruiting people to a buisness | marketing |
| type of communication in which body language is used as a form of expression | nonverbal communication |
| a part of the letter that contains the introductory greeting | salutation |
| the process through which society influences individuals | socialization |
| type of communication in which words are used as a form of expression | verbal communication |
| a computer program designed to create most types of buisness documents | word processing software |
| who is it that said our purpose in life is to control our instincts and the power of these thoughts | Sigmund freud |
| what is seen 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 |
| what is good to have on hand if no one in the dental office speaks another language other than englis | multiple-language dictionary |
| What two parts in every message must coincide in time | statement proper and explanation |
| instead of using the word pain you could use | discomfort |
| closed ended questions are ones that can be answered with what | yes or no |
| what questions will often begin with the words is, do , has, have, can or will | closed ended |
| what questions will often begin with the words what, when, how, who, where or which. | open ended |
| what percent of spoken words are never heard | 90 |
| What is a stress cause in the dental office | short staffed |
| you can reduce stress by taking | time for yourself |
| patients base their perceptions about a practice on how they are | treated |
| For many patients it is the ______of pain that causes the greatest distress | expectation |
| what fears are based on hearing stories or seeing dental care depicted in the movies | subjective |
| who especially has fear of the unknown | children |
| what learned fear is related to the patient's experiences and his or her own memories of the experiences | objective fears |
| Never _____ to a patient | lie |
| what can be a major obstacle to a patient accepting dental treatment | cost |
| patients expect the value of their time to be respected and not wated by what | unnecessary waiting |
| by keeping a patient wating in the dental office what message is being sent to the patient | they arent important |
| what percent of patients who are unhappy with the practice never say so , they simply leave the practice | 95 |
| _____ it shows in your voice | smile |
| _______ can help you | I |
Created by:
cynthia.fryer
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