Question 1

A patient's response to dental treatment:

Accepted Answer

A) is 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) is influenced by the patient's total personality. 
A) is 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) is influenced by the patient's total personality.

Question 2

Peer pressure:

Accepted Answer

A) is when we adapt personal behavior to fit into a particular group. 
B) is used in an attempt to feel more acceptable. 
C) can have positive or negative consequences. 
D) all of the above. 
A) is when we adapt personal behavior to fit into a particular group. 
B) is used in an attempt to feel more acceptable. 
C) can have positive or negative consequences. 
D) all of the above.

Question 3

A patient comes into the office very 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 go by 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 go by before responding to allow the patient to calm down.

Question 4

Which of the following lifestyle choices will not help to reduce stress?

Accepted Answer

A) Eating healthily 
B) Exercising regularly 
C) Continuing to dwell on office events even after leaving for the day 
D) Taking time for yourself 
A) Eating healthily 
B) Exercising regularly 
C) Continuing to dwell on office events even after leaving for the day 
D) Taking time for yourself

Question 5

Patients' needs can be met by:

Accepted Answer

A) having fresh plants and/or flowers in the office. 
B) making humorous remarks. 
C) calling them by their first names or nicknames. 
D) having them wait for appointments, showing them how popular the dental office is. 
A) having fresh plants and/or flowers in the office. 
B) making humorous remarks. 
C) calling them by their first names or nicknames. 
D) having them wait for appointments, showing them how popular the dental office is.

Question 6

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 7

Which of the following statements is NOT true?

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 that the staff should be aware of. 
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 that the staff should be aware of.

Question 8

Factors that can affect human behavior include:

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 9

The _____ letter format is formatted with all text flush with the left margin.Paragraphs are double spaced and all line text is single spaced.

Accepted Answer

A) block 
B) semiblock 
C) alternative block 
D) simplified 
A) block 
B) semiblock 
C) alternative block 
D) simplified

Question 10

Patients who have good communication with their dental team members:

Accepted Answer

A) are more likely to stay with the practice. 
B) pay for the treatment on time. 
C) refer other patients to the office. 
D) all of the above. 
A) are more likely to stay with the practice. 
B) pay for the treatment on time. 
C) refer other patients to the office. 
D) all of the above.

Question 11

Closed-ended questions are used to:

Accepted Answer

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

Question 12

Which statement is not true?

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 13

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

Question 14

Which of the following statements is NOT true?

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) Since 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) A patient can tell quickly the level of harmony that exists 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) Since 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) A patient can tell quickly the level of harmony that exists in a dental practice.

Question 15

Which of the following statements is NOT true?

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) To be a good team member, 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) To be a good team member, you should involve yourself should a conflict arise between others.

Question 16

Which statement is NOT true 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 17

Generally speaking,the dentist should not be interrupted at chairside to come to the phone.Phone interruptions:

Accepted Answer

A) reduce productivity and cause treatment delays. 
B) are inconsiderate to the seated patient. 
C) make it difficult for the dental team to maintain infection control protocols. 
D) all of the above. 
A) reduce productivity and cause treatment delays. 
B) are inconsiderate to the seated patient. 
C) make it difficult for the dental team to maintain infection control protocols. 
D) all of the above.

Question 18

Items that need to be included when taking a message include the:

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 19

Conflict is defined as:

Accepted Answer

A) stress. 
B) harassment. 
C) differences. 
D) socialization. 
A) stress. 
B) harassment. 
C) differences. 
D) socialization.

Exam 61: Communication in the Dental Office

A patient's response to dental treatment:

Peer pressure:

A patient comes into the office very 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 lifestyle choices will not help to reduce stress?

Patients' needs can be met by:

In the dental office,the telephone should be answered :

Which of the following statements is NOT true?

Factors that can affect human behavior include:

The _____ letter format is formatted with all text flush with the left margin.Paragraphs are double spaced and all line text is single spaced.

Patients who have good communication with their dental team members:

Closed-ended questions are used to:

Which statement is not true?

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

Which of the following statements is NOT true?

Which of the following statements is NOT true?

Which statement is NOT true concerning marketing of the dental practice?

Generally speaking,the dentist should not be interrupted at chairside to come to the phone.Phone interruptions:

Items that need to be included when taking a message include the:

Conflict is defined as:

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