DAA Final Exam Review Questions and
Answers
In effective communication, the sender of the message is responsible for________? - Answer-Selecting
the best medium for the message
To effectively communicate, the sender of a message may need to consider waiting, rephrasing the
message, or selecting a different medium for the message when the receiver is tired,_________ ,
preoccupied, or in pain. - Answer-Angry
Which non-verbal cue should be practiced with caution because some patients may not welcome the
gesture? - Answer-Touch
A patient wishes to speak to the dentist. Is it more appropriate to inform the caller the dentist is busy,
the dentist is not in, call back later and try again, or that you'll be happy to take a message and have the
dentist return the call? - Answer-You'll be happy to take a message and have the dentist return the call
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 ___________. - Answer-An
active script
A new patient consultation should take between __________. - Answer-20 to 30 minutes
, When a new patient enters the office for her first visit, the assistant should give the patient their
undivided attention, _______ the reason for the visit, and ________ what the patient can expect. -
Answer-Re-confirms, explains
At times, a patient may have a complaint about the care and treatment they have received. By saying
something like "you feel that it is unfair that the insurance company will not cover the procedure", you
are _______ the patient's feelings without making judgment as to the fairness of the treatment. -
Answer-Validating
Dealing with an angry patient requires special skills. Asking the patient "how would you handle the
situation?" Is a ________________ technique that gives patients the opportunity to get their anger
under control and to share with you what they would like to see happen to resolve the issue. - Answer-
Communication
Assistants who answer the telephone must be skilled in communication because typically prospective
patients make up their mind in the first _________ of contacting an office whether to make an
appointment. - Answer-Few seconds
Team strategies for providing outstanding customer service include being available, having a ________
image, understanding value, personalizing, listening, setting goals, and showing appreciation. - Answer-
Unique
A staff meeting can be used for clinical chart review, and opportunity to gather staff for social
interaction, and as a tool for __________ communication. - Answer-Organizational
The office manager is reluctant to deal with issues and problems within the staff. She told staff to work it
out or just ignores the fact that there's a problem. Her style of conflict handling is _________ style. -
Answer-Avoiding
Conflict can be constructive if it helps team members find new ways to state their _______. - Answer-
Problems
Answers
In effective communication, the sender of the message is responsible for________? - Answer-Selecting
the best medium for the message
To effectively communicate, the sender of a message may need to consider waiting, rephrasing the
message, or selecting a different medium for the message when the receiver is tired,_________ ,
preoccupied, or in pain. - Answer-Angry
Which non-verbal cue should be practiced with caution because some patients may not welcome the
gesture? - Answer-Touch
A patient wishes to speak to the dentist. Is it more appropriate to inform the caller the dentist is busy,
the dentist is not in, call back later and try again, or that you'll be happy to take a message and have the
dentist return the call? - Answer-You'll be happy to take a message and have the dentist return the call
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 ___________. - Answer-An
active script
A new patient consultation should take between __________. - Answer-20 to 30 minutes
, When a new patient enters the office for her first visit, the assistant should give the patient their
undivided attention, _______ the reason for the visit, and ________ what the patient can expect. -
Answer-Re-confirms, explains
At times, a patient may have a complaint about the care and treatment they have received. By saying
something like "you feel that it is unfair that the insurance company will not cover the procedure", you
are _______ the patient's feelings without making judgment as to the fairness of the treatment. -
Answer-Validating
Dealing with an angry patient requires special skills. Asking the patient "how would you handle the
situation?" Is a ________________ technique that gives patients the opportunity to get their anger
under control and to share with you what they would like to see happen to resolve the issue. - Answer-
Communication
Assistants who answer the telephone must be skilled in communication because typically prospective
patients make up their mind in the first _________ of contacting an office whether to make an
appointment. - Answer-Few seconds
Team strategies for providing outstanding customer service include being available, having a ________
image, understanding value, personalizing, listening, setting goals, and showing appreciation. - Answer-
Unique
A staff meeting can be used for clinical chart review, and opportunity to gather staff for social
interaction, and as a tool for __________ communication. - Answer-Organizational
The office manager is reluctant to deal with issues and problems within the staff. She told staff to work it
out or just ignores the fact that there's a problem. Her style of conflict handling is _________ style. -
Answer-Avoiding
Conflict can be constructive if it helps team members find new ways to state their _______. - Answer-
Problems
