Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
21 Cards in this Set
- Front
- Back
|
What psychologist believed that human beings are intrinsically good and friendly |
Carl Rogers |
|
|
What is the first basic need a person has according to Maslow's Hierarchy of Needs |
Physiologic |
|
|
What psychological term is used to describe the process by which society influences individuals |
Socialization |
|
|
What type of communication describes our body language |
Nonverbal Communication |
|
|
What percentage of spoken words do we never hear |
90% |
|
|
Can anxiety be communicated through facial expression |
Yes |
|
|
Give a more effective word for "pulling" a tooth |
Remove |
|
|
What is the key to a successful work environment |
Team-Work |
|
|
Describe stressors in a dental office |
Lack of sufficient staff, appointment overbooking, multiple tasks required simultaneously, lack of good communication, perceived lack of job advancement |
|
|
How can a patient be psychologically influenced by others attitudes |
Subjective fears or acquired fears from hearing stories or seeing dental treatments on T.V or movies |
|
|
Are objective fears acquired or learned |
Learned |
|
|
Describe a few techniques that can be used to clam an irate patient |
Never lie, show respect , remain approachable , be positive |
|
|
What is the most important piece of office equipment |
Phone |
|
|
On which ring should you answer the phone |
After first ring |
|
|
When the dental office is closed, how are messages obtained |
Answering service, machine, or voice mail |
|
|
What piece of equipment allows you to transmit hard copy written messages |
Fax Machine |
|
|
What would be an example of a salutation on a letter |
Dear Ms. Grant: |
|
|
In addition to the patient, to what other individual might you send a business letter |
Insurance Carriers Colleagues |
|
|
Which members of the dental office team should be involved in marketing of the practice |
All dental team members |
|
|
What percentage of the offices gross revenue should be invested in marketing |
3% to 6% |
|
|
Give an example of an external marketing activity |
Health fairs, presentations to schools, senior citizen groups |
