Question 1

What occurs when a parent tells a child that eating candy will cause a cavity and they the child will have to get a "shot" to fix it?

Accepted Answer

A) Peer pressure 
B) Acquired fear 
C) Objective fear 
D) Learned fear 
A) Peer pressure 
B) Acquired fear 
C) Objective fear 
D) Learned fear

Question 2

Which of the following is the key to a successful work environment in the dental office?

Accepted Answer

A) Teamwork 
B) Good patients 
C) Communication 
D) A good dentist 
A) Teamwork 
B) Good patients 
C) Communication 
D) A good dentist

Question 3

Which statement is not true concerning social attitudes?

Accepted Answer

A) Social attitudes have no influence on a person's behavior. 
B) People tend to make others' attitudes their own. 
C) Socialization is the process of society's influences on individuals. 
D) Social attitudes can influence a person's cultural way of thinking. 
A) Social attitudes have no influence on a person's behavior. 
B) People tend to make others' attitudes their own. 
C) Socialization is the process of society's influences on individuals. 
D) Social attitudes can influence a person's cultural way of thinking.

Question 4

Which statement is incorrect?

Accepted Answer

A) Conflict is necessary for effective problem solving. 
B) Conflict is necessary for effective interpersonal relationships. 
C) Unresolved conflict can cause stress with colleagues. 
D) You should involve yourself should a conflict arise between others. 
A) Conflict is necessary for effective problem solving. 
B) Conflict is necessary for effective interpersonal relationships. 
C) Unresolved conflict can cause stress with colleagues. 
D) You should involve yourself should a conflict arise between others.

Question 5

Which statement best describes good phone skills?

Accepted Answer

A) Speak indirectly into the receiver, keeping your mouth 5 to 6 inches away. 
B) Speak quickly, because time is money and the patient is aware of that fact. 
C) Use the caller's name in the conversation and give him or her complete attention. 
D) Allow the person receiving the call to hang up first. 
A) Speak indirectly into the receiver, keeping your mouth 5 to 6 inches away. 
B) Speak quickly, because time is money and the patient is aware of that fact. 
C) Use the caller's name in the conversation and give him or her complete attention. 
D) Allow the person receiving the call to hang up first.

Question 6

What is the purpose of a practice newsletter?

Accepted Answer

A) It is a form of external marketing. 
B) It is an unnecessary expense for the practice. 
C) It is a good way to keep the public informed of technologic and treatment advances. 
D) It is a valuable communication tool for patients of the practice. 
A) It is a form of external marketing. 
B) It is an unnecessary expense for the practice. 
C) It is a good way to keep the public informed of technologic and treatment advances. 
D) It is a valuable communication tool for patients of the practice.

Question 7

Why is it important for patients to have good communication with their dental team members?

Accepted Answer

A) To be more likely to stay with the practice 
B) To pay for the treatment on time 
C) To refer other patients to the office 
D) All of the above 
A) To be more likely to stay with the practice 
B) To pay for the treatment on time 
C) To refer other patients to the office 
D) All of the above

Question 8

What is the most important public relations tool in the dental office?

Accepted Answer

A) Telephone 
B) Practice newsletter 
C) Newspaper ads 
D) Computer 
A) Telephone 
B) Practice newsletter 
C) Newspaper ads 
D) Computer

Question 9

Which factors can affect human behavior?

Accepted Answer

A) A person's attitudes 
B) Personal ethics 
C) Authority 
D) All the above 
A) A person's attitudes 
B) Personal ethics 
C) Authority 
D) All the above

Question 10

Which lifestyle choices will not help to reduce stress?

Accepted Answer

A) Eating healthily 
B) Exercising regularly 
C) Taking work home with you 
D) Taking time for yourself 
A) Eating healthily 
B) Exercising regularly 
C) Taking work home with you 
D) Taking time for yourself

Question 11

Good verbal communication does not include which trait?

Accepted Answer

A) Using technical language when talking to a patient to sound professional 
B) Voice quality 
C) Asking questions 
D) Using common language 
A) Using technical language when talking to a patient to sound professional 
B) Voice quality 
C) Asking questions 
D) Using common language

Question 12

Which items need to be included when taking a message?

Accepted Answer

A) Caller's name and phone number and when the dentist is to return the call 
B) Caller's name, the caller's phone number if a call back is requested, and the reason for the call 
C) Phone number where the caller can be reached and the reason for the call 
D) Caller's name and phone number, the time of the call, and when the dentist is to return the call 
A) Caller's name and phone number and when the dentist is to return the call 
B) Caller's name, the caller's phone number if a call back is requested, and the reason for the call 
C) Phone number where the caller can be reached and the reason for the call 
D) Caller's name and phone number, the time of the call, and when the dentist is to return the call

Question 13

A patient comes into the office and is upset about a dental procedure that was completed a couple of days ago.He confides in you that he feels like the dentist was not concerned about his situation and is thinking about going somewhere else once the work is completed.What should you do?

Accepted Answer

A) Explain your side of the situation first. 
B) Look at the floor with your head tilted to indicate you are listening. 
C) Let the patient finish speaking, then repeat what the patient said, asking if that is correct. 
D) Allow a couple of days or so to pass before responding, to allow the patient to calm down. 
A) Explain your side of the situation first. 
B) Look at the floor with your head tilted to indicate you are listening. 
C) Let the patient finish speaking, then repeat what the patient said, asking if that is correct. 
D) Allow a couple of days or so to pass before responding, to allow the patient to calm down.

Question 14

Which of the following is required to be a good team member?

Accepted Answer

A) Stick with first impressions since they are usually the right ones. 
B) Show appreciation to coworkers. 
C) Stick to your ways. 
D) Do only your job so that you do not overstep your responsibilities. 
A) Stick with first impressions since they are usually the right ones. 
B) Show appreciation to coworkers. 
C) Stick to your ways. 
D) Do only your job so that you do not overstep your responsibilities.

Question 15

When completing written correspondence to insurance carriers,which information should be included?

Accepted Answer

A) Patient's name, address, contract number, social security number 
B) Patient's name, phone number, contract number 
C) Patient's name, address, identification number 
D) Patient's name, identification number, social security number 
A) Patient's name, address, contract number, social security number 
B) Patient's name, phone number, contract number 
C) Patient's name, address, identification number 
D) Patient's name, identification number, social security number

Question 16

What is conflict?

Accepted Answer

A) Stress 
B) Harassment 
C) Differences 
D) Socialization 
A) Stress 
B) Harassment 
C) Differences 
D) Socialization

Question 17

Which statement refers to good communication skills?

Accepted Answer

A) Correct terminology, using pleasant voice tones, and using only open-ended questions 
B) Pleasant voice tones, listening, and using questions to garner information 
C) Correct terminology, watching body language, and formulating a reply 
D) None of the above 
A) Correct terminology, using pleasant voice tones, and using only open-ended questions 
B) Pleasant voice tones, listening, and using questions to garner information 
C) Correct terminology, watching body language, and formulating a reply 
D) None of the above

Question 18

What is peer pressure?

Accepted Answer

A) It is the adaptation of personal behavior to fit into a particular group. 
B) It is used in an attempt to feel more acceptable. 
C) It can have positive or negative consequences. 
D) All of the above are correct. 
A) It is the adaptation of personal behavior to fit into a particular group. 
B) It is used in an attempt to feel more acceptable. 
C) It can have positive or negative consequences. 
D) All of the above are correct.

Question 19

What information should be included when dictating a message into the answering machine?

Accepted Answer

A) Who is speaking 
B) Why the phone is being answered by a recording 
C) Brief instructions for the caller (e.g., "Please leave a message") 
D) Both b and c 
A) Who is speaking 
B) Why the phone is being answered by a recording 
C) Brief instructions for the caller (e.g., "Please leave a message") 
D) Both b and c

Exam 61: Communication in the Dental Office

What occurs when a parent tells a child that eating candy will cause a cavity and they the child will have to get a "shot" to fix it?

Which of the following is the key to a successful work environment in the dental office?

Which statement is not true concerning social attitudes?

Which statement is incorrect?

Which statement best describes good phone skills?

What is the purpose of a practice newsletter?

Why is it important for patients to have good communication with their dental team members?

What is the most important public relations tool in the dental office?

Which factors can affect human behavior?

Which lifestyle choices will not help to reduce stress?

Good verbal communication does not include which trait?

Which items need to be included when taking a message?

A patient comes into the office and is upset about a dental procedure that was completed a couple of days ago.He confides in you that he feels like the dentist was not concerned about his situation and is thinking about going somewhere else once the work is completed.What should you do?

Which of the following is required to be a good team member?

When completing written correspondence to insurance carriers,which information should be included?

What is conflict?

Which statement refers to good communication skills?

What is peer pressure?

What information should be included when dictating a message into the answering machine?

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

Orthodontics