Exam 3: Communication Skills and Telephone Techniques

Sincerity is best communicated when barriers (objects that come between the team member and the patient)are removed.When sincerity is communicated,the patient is more likely to participate in the conversation as an equal with the team member.

Which of the following is the recommended technique for conveying a message when the receiver of the message is tired,angry,preoccupied,or in pain?

In a recent study,tone of voice was a more significant factor in the interpretation of a message than body language.

While you are on the phone with a patient,Mr.Jones arrives for his appointment and takes a seat in the reception area.Which of the following is the recommended action?

Terminology used in the dental office may have positive or negative connotations.Which of the following terms may be perceived as negative?

In effective communication,the sender of the message is responsible for _______.

Which of the following is a quality of a good listener?

Which of the following is not an example of interpersonal communication?

A patient is scheduled for an appointment,which has been delayed because another patient needs an emergency procedure.You notice that the patient who is waiting is sitting with arms and legs tightly crossed and fists clenched.What nonverbal communication is the patient exhibiting?

A patient who covers his/her mouth most likely is communicating which non-verbal message?

A communication tool developed to create a positive image and avoid misunderstanding that should be used with new patients so that all information is conveyed is known as:

When leaving a voice mail message,which of the following is not recommended?

To convey professionalism,the telephone should be answered within _______ rings.

The administrative dental assistant who answers the phone is taking the following actions.Which one would not be considered professional telephone manners?

Fill in the blank: _______ block(s)effective communication because assumptions are made on the basis of nonfactual information.

The communication process consists of five elements.Which element is responsible for providing feedback?

Which of the following speech techniques will present a positive telephone image?

If the receiver is not hearing or understanding the message as it was intended,it is said that:

Which of the following nonverbal cues should be practiced with caution?