Question 1

What are the general categories of communication?

Accepted Answer

A) Statement and explanation 
B) Verbal and nonverbal 
C) Words and gestures 
D) Quality and expression 
A) Statement and explanation 
B) Verbal and nonverbal 
C) Words and gestures 
D) Quality and expression B

Question 2

What are the consequences of interrupting the dentist with phone calls?

Accepted Answer

A) It reduces productivity and causes treatment delays. 
B) It is inconsiderate to the seated patient. 
C) It makes it difficult for the dental team to maintain infection control protocols. 
D) All of the above are correct. 
A) It reduces productivity and causes treatment delays. 
B) It is inconsiderate to the seated patient. 
C) It makes it difficult for the dental team to maintain infection control protocols. 
D) All of the above are correct. D

Question 3

Which statement is incorrect?

Accepted Answer

A) One factor that can influence how a patient feels about the dental office is how he is treated on the phone. 
B) A patient's home situation may be a factor in his current acceptance of dental treatment. 
C) Previous dental experiences can have an influence on the patient's acceptance of dental treatment. 
D) Only patients who appear tense, suspicious, or resistant to suggested treatment have emotional needs of which the staff should be aware. 
A) One factor that can influence how a patient feels about the dental office is how he is treated on the phone. 
B) A patient's home situation may be a factor in his current acceptance of dental treatment. 
C) Previous dental experiences can have an influence on the patient's acceptance of dental treatment. 
D) Only patients who appear tense, suspicious, or resistant to suggested treatment have emotional needs of which the staff should be aware. D

Question 4

Which of the following is important for resolving conflict?

Accepted Answer

A) Involve the dentist or office manager so they will know what is going on. 
B) Keep it personal; use "I" or "me" instead of "we." 
C) Try to get other coworkers "on your side." 
D) Know the difference between "conflict" and "harassment." 
A) Involve the dentist or office manager so they will know what is going on. 
B) Keep it personal; use "I" or "me" instead of "we." 
C) Try to get other coworkers "on your side." 
D) Know the difference between "conflict" and "harassment."

Question 5

How are the patient's needs met during patient care?

Accepted Answer

A) Having fresh plants or flowers in the office 
B) Making humorous remarks 
C) Calling them by their first names or nicknames 
D) Having them wait for appointments or showing them how popular the dental office is 
A) Having fresh plants or flowers in the office 
B) Making humorous remarks 
C) Calling them by their first names or nicknames 
D) Having them wait for appointments or showing them how popular the dental office is

Question 6

Which letter format calls for all text to be flush,paragraphs to be double spaced,and lines text to be single spaced?

Accepted Answer

A) Block 
B) Semi-block 
C) Alternative block 
D) Simplified 
A) Block 
B) Semi-block 
C) Alternative block 
D) Simplified

Question 7

Why are closed-ended questions used?

Accepted Answer

A) To obtain information 
B) Maintain control of the conversation 
C) To close a conversation 
D) To build a relationship with the patient 
A) To obtain information 
B) Maintain control of the conversation 
C) To close a conversation 
D) To build a relationship with the patient

Question 8

What is a characteristic of good listening skills?

Accepted Answer

A) One of the easiest skills to master 
B) Letting your mind wander when talking to a patient 
C) Should not be influenced by a person's appearance 
D) Does not require you to look at the speaker 
A) One of the easiest skills to master 
B) Letting your mind wander when talking to a patient 
C) Should not be influenced by a person's appearance 
D) Does not require you to look at the speaker

Question 9

In the dental office,the telephone should be answered:

Accepted Answer

A) after four rings. 
B) after you finish with the patient checking out. 
C) after the first ring. 
D) by only one person. 
A) after four rings. 
B) after you finish with the patient checking out. 
C) after the first ring. 
D) by only one person.

Question 10

Which methods reduce stress in the dental workplace?

Accepted Answer

A) Minimize staff so that everyone is kept hopping; time passes more quickly when you are busy. 
B) Overbook appointments so there is never a dull moment. 
C) Simultaneous performance of multiple tasks (multitasking). 
D) Good communication-voice problems and list possible solutions. 
A) Minimize staff so that everyone is kept hopping; time passes more quickly when you are busy. 
B) Overbook appointments so there is never a dull moment. 
C) Simultaneous performance of multiple tasks (multitasking). 
D) Good communication-voice problems and list possible solutions.

Question 11

Which statement is incorrect?

Accepted Answer

A) As dental assistants, we spend the majority of the day communicating with others. 
B) Every message has two parts: speaking and listening. 
C) The statement proper consists of words that are used. 
D) The explanation is the message sent nonverbally. 
A) As dental assistants, we spend the majority of the day communicating with others. 
B) Every message has two parts: speaking and listening. 
C) The statement proper consists of words that are used. 
D) The explanation is the message sent nonverbally.

Question 12

How should a dental assistant react if,while in the dental chair,the patient begins to move restlessly,is sweating,and appears to be agitated?

Accepted Answer

A) Ignore the behavior. 
B) Ask the patient if he wants to stop the procedure. 
C) Ask the patient if he is in pain and assure him that everything is fine. 
D) Suggest that the patient reschedule for a time when he can relax more. 
A) Ignore the behavior. 
B) Ask the patient if he wants to stop the procedure. 
C) Ask the patient if he is in pain and assure him that everything is fine. 
D) Suggest that the patient reschedule for a time when he can relax more.

Question 13

Closed-ended questions usually begin with words such as:

Accepted Answer

A) what. 
B) when. 
C) which. 
D) will. 
A) what. 
B) when. 
C) which. 
D) will.

Question 14

Which statement is incorrect concerning marketing of the dental practice?

Accepted Answer

A) The primary goal of marketing is to enroll new patients. 
B) The office business assistant is the key person because he usually is the first contact with the patient. 
C) It is important for all staff members to have a positive and cooperative attitude. 
D) All staff members are vital in successfully creating a caring image. 
A) The primary goal of marketing is to enroll new patients. 
B) The office business assistant is the key person because he usually is the first contact with the patient. 
C) It is important for all staff members to have a positive and cooperative attitude. 
D) All staff members are vital in successfully creating a caring image.

Question 15

Which statement is incorrect?

Accepted Answer

A) Americans spend more time with their coworkers than their own families. 
B) How well you get along with your coworkers can affect the patient's opinion of the dental practice. 
C) Because everyone in the office has his or her own responsibilities, teamwork does not play a role in the patient's perception of the practice. 
D) Usually, a patient can quickly discern the level of workplace harmony in a dental practice. 
A) Americans spend more time with their coworkers than their own families. 
B) How well you get along with your coworkers can affect the patient's opinion of the dental practice. 
C) Because everyone in the office has his or her own responsibilities, teamwork does not play a role in the patient's perception of the practice. 
D) Usually, a patient can quickly discern the level of workplace harmony in a dental practice.

Question 16

Which of the following helps to form a patient's response to dental treatment?

Accepted Answer

A) Limited to what is being done at the time 
B) Results primarily from causes that are part of the present situation 
C) May be hostile as a result of the dental staff 
D) Influenced by the patient's total personality 
A) Limited to what is being done at the time 
B) Results primarily from causes that are part of the present situation 
C) May be hostile as a result of the dental staff 
D) Influenced by the patient's total personality

Question 17

What are subjective fears?

Accepted Answer

A) They are also known as learned fears. 
B) They are based on feelings, attitudes, and concerns that have developed at the suggestion of peers, siblings, parents, or other individuals. 
C) They are related to the patient's experiences and his or her own memories of those experiences. 
D) They are best addressed by being honest when communicating with the patient. 
A) They are also known as learned fears. 
B) They are based on feelings, attitudes, and concerns that have developed at the suggestion of peers, siblings, parents, or other individuals. 
C) They are related to the patient's experiences and his or her own memories of those experiences. 
D) They are best addressed by being honest when communicating with the patient.

Question 18

Participating in health fairs,making presentations to school children,and working with senior citizens on dental care are examples of _____ marketing.

Accepted Answer

A) internal 
B) staff 
C) external 
D) professional 
A) internal 
B) staff 
C) external 
D) professional

Question 19

What is nonverbal communication?

Accepted Answer

A) It is expressed through body language. 
B) It is expressed through body language and eye expression. 
C) It can cause a feeling of alarm in a patient. 
D) Both b and c are correct. 
A) It is expressed through body language. 
B) It is expressed through body language and eye expression. 
C) It can cause a feeling of alarm in a patient. 
D) Both b and c are correct.

Question 20

Voice quality accounts for more than one _____ of the impact of the total message and reveals much about the individual.

Accepted Answer

A) tenth 
B) sixth 
C) fourth 
D) third 
A) tenth 
B) sixth 
C) fourth 
D) third

Exam 61: Communication in the Dental Office

What are the general categories of communication?

What are the consequences of interrupting the dentist with phone calls?

Which statement is incorrect?

Which of the following is important for resolving conflict?

How are the patient's needs met during patient care?

Which letter format calls for all text to be flush,paragraphs to be double spaced,and lines text to be single spaced?

Why are closed-ended questions used?

What is a characteristic of good listening skills?

In the dental office,the telephone should be answered:

Which methods reduce stress in the dental workplace?

Which statement is incorrect?

How should a dental assistant react if,while in the dental chair,the patient begins to move restlessly,is sweating,and appears to be agitated?

Closed-ended questions usually begin with words such as:

Which statement is incorrect concerning marketing of the dental practice?

Which statement is incorrect?

Which of the following helps to form a patient's response to dental treatment?

What are subjective fears?

Participating in health fairs,making presentations to school children,and working with senior citizens on dental care are examples of _____ marketing.

What is nonverbal communication?

Voice quality accounts for more than one _____ of the impact of the total message and reveals much about the individual.

History of Dentistry

The Professional Dental Assistant

The Dental Healthcare Team

Dental Ethics

Dentistry and the Law

General Anatomy

General Physiology

Oral Embryology and Histology

Head and Neck Anatomy

Landmarks of the Face and Oral Cavity

Overview of the Dentitions

Tooth Morphology

Dental Caries

Periodontal Disease

Preventive Dentistry

Nutrition

Oral Pathology

Microbiology

Disease Transmission and Infection Prevention

Principles and Techniques of Disinfection

Principles and Techniques of Instrument Processing and Sterilization

Regulatory and Advisory Agencies

Chemical and Waste Management

Dental Unit Waterlines

Ergonomics

The Patient Record

Vital Signs

Oral Diagnosis and Treatment Planning

The Special Needs and Medically Compromised Patient

Principles of Pharmacology

Assisting in a Medical Emergency

The Dental Office

Delivering Dental Care

Dental Hand Instruments

Dental Handpieces and Accessories

Moisture Control

Anesthesia and Pain Control

Foundations of Radiography, Radiographic Equipment, and Radiation Safety

Digital Imaging, Dental Film, and Processing Radiographs

Legal Issues, Quality Assurance, and Infection Prevention

Intraoral Imaging

Extraoral Imaging

Restorative and Esthetic Dental Materials

Dental Liners, Bases, and Bonding Systems

Dental Cements

Impression Materials

Laboratory Materials and Procedures

General Dentistry

Matrix Systems for Restorative Dentistry

Fixed Prosthodontics

Provisional Coverage

Removable Prosthodontics

Dental Implants

Endodontics

Periodontics

Oral and Maxillofacial Surgery

Pediatric Dentistry

Coronal Polishing

Dental Sealants