Question 1

Business office procedures include which of the following?

Accepted Answer

A)  Work schedules
B)  Records management protocol
C)  Code of conduct
D)  Reviews and evaluations B

Question 2

You have discovered a time-saving method for handling callbacks to patients.You would like to present it to the office manager,but the business office coordinator changes your idea before passing the message on.This barrier to organizational communication is known as:

Accepted Answer

A)  inappropriate span of control.
B)  lack of trust and openness.
C)  filtering by level.
D)  work overload. C

Question 3

In a professional setting,patients seldom detect tension between members of the dental healthcare team.

Accepted Answer

A) True 
 B)False  False

Question 4

Which of the following statements is true?

Accepted Answer

A)  The procedural manual is used to help train new team members.
B)  The office manager develops the procedural manual.
C)  The administrative assistant should update the procedural manual as procedures change.
D)  The key to developing a good procedural manual is to include the least amount of information possible,while maintaining order and function.

Question 5

The office manager is reluctant to deal with issues and problems within the staff.She tells staff to work it out or just ignores the fact that there is a problem.Her style of conflict handling is the _______ style.

Accepted Answer

A)  dominating
B)  avoiding
C)  compromising
D)  integrating

Question 6

Which of the following should be implemented after a staff meeting?

Accepted Answer

A)  Notes should be typed and distributed.
B)  The type (formal or informal) of meeting should be identified.
C)  Each team member should be given an opportunity to voice opinions.
D)  An agenda should be developed.

Question 7

If a dental practice procedure manual is to be effective,what guideline should be followed?

Accepted Answer

A)  It must be updated at regular intervals with input from team members.
B)  It should be reviewed daily by all members of the team.
C)  The dentist should sign off on all procedures.
D)  It should contain only personnel and clinical area procedures.

Question 8

Which type of intraorganizational conflict occurs when two dental assistants disagree?

Accepted Answer

A)  Intrapersonal conflict
B)  Interpersonal conflict
C)  Intergroup conflict
D)  Intragroup conflict

Question 9

Which conflict handling style is recommended to secure a temporary solution to a complex problem?

Accepted Answer

A)  Compromising
B)  Avoiding
C)  Dominating
D)  Integrating

Question 10

You are asked to be the note taker for the weekly staff meeting.You know that this responsibility includes:

Accepted Answer

A)  preparing a copy of the agenda for each participant.
B)  helping the facilitator move the meeting along.
C)  recording the minutes of the meeting and typing and distributing them to participants.
D)  ensuring that everyone follows the guidelines of the meeting.

Question 11

Which conflict handling style is characterized by high concern for self and low concern for others?

Accepted Answer

A)  Integrating
B)  Obliging
C)  Dominating
D)  Avoiding

Question 12

When an individual is assigned a task that does not satisfy his/her personal goals,values,beliefs or expertise,he/she may experience ______ conflict.

Accepted Answer

The answer of When an individual is assigned a task...

Question 13

The practice philosophy should focus on three specific points.Which of the following is not addressed in the practice philosophy?

Accepted Answer

A)  The core values of the dental practice
B)  The roles and responsibilities of various dental team members
C)  The types of services provided
D)  The purpose of the dental practice

Question 14

The integrating style of handling conflict is most effective when_______.

Accepted Answer

A)  the problem is simple
B)  solving the problem requires the input of all team members
C)  a decision is needed immediately
D)  other parties are unwilling to contribute

Question 15

Conflict can be constructive if:

Accepted Answer

A)  it helps team members find new ways to state their problems.
B)  it increases resistance to change.
C)  it reduces communication.
D)  it produces an atmosphere of cynicism.

Question 16

A/an _______ channel of communication is the flow of information from one level of an organization to a higher level.

Accepted Answer

A)  downward
B)  upward
C)  horizontal
D)  informal

Question 17

Match between columns
                        Premises: A good idea presented at the wrong time
Feedback not accepted
No communication before implementing new protocol
Loud sound from suction (saliva ejector)during a procedure
A breakdown in the upward flow of the message
Poor or non-existent policies and procedures
A large volume of work
A team member using position as a form of power over others

Accepted Answer

The Answer of Timing and Rank and status and Lack is...

Question 18

Informal communication channels include all but which of the following?

Accepted Answer

A)  Sharing day-to-day information
B)  Rumors
C)  Inaccurate information
D)  Gossip

Question 19

You are an administrative assistant who was hired as an appointment clerk.The receptionist is frequently absent,and so the business office coordinator assigns you to act as the receptionist while performing your regularly assigned duties.You state that it seems unfair that you always have to do both jobs.Her response is,"I have to assign duties to provide coverage for the office.I can't be concerned as to whether or not it is fair." This is an example of which classification of conflict?

Accepted Answer

A)  Intrapersonal
B)  Interpersonal
C)  Intragroup
D)  Intergroup

Question 20

The facilitator is responsible for each of the following tasks,except:

Accepted Answer

A)  keeping everything positive.
B)  moving the meeting forward according to the agenda.
C)  keeping everyone focused.
D)  keeping track of the meeting's allotted time frame.

Exam 6: Dental Healthcare Team Communications