DAA Final Exam Questions with Correct Answers 100% Pass
the communication process consists of five elements. Which element is responsible for providing
feedback? - Answers the receiver
if the receiver is not hearing or understanding the message as it was intended, it is said that - Answers
some barrier is preventing effective communication
terminology used in the dental office may have positive or negative connotations. Which of the
following terms may be perceived as negative. - Answers remind
a communication tool developed to create a positive image and avoid misunderstanding that should be
used with new patients so all information is conveyed is known as - Answers active scripts
a patient who covers his/her mouth is most likely communicating which nonverbal message? - Answers
embarrassment
sincerity is best communicated when barriers are removed. When sincerity is communicated, the
patient is more likely to participate in the conversation as an equal with the team member - Answers
both statements are true
which of the following is not an example of interpersonal communication - Answers a voice mail
message
in effective communication, the sender of the message is responsible for - Answers selecting the best
medium for the message
which of the following speech techniques will present a positive telephone image - Answers speaking
slowly
which of the following nonverbal cues should be practiced with caution - Answers touch
according to maslow's hierarchy of needs, what is pursued only once all other needs have been met -
Answers self-actualization
carl rogers joined the term ____ which is an expression of total love and respect, no matter what the
problem - Answers unconditional positive regard
why is it important for all members of the dental team to respect the patients decision to discontinue
treatment - Answers to meet the patients needs and understand his or her motives
a prospective patients impression elements are classified into several stages. which of the following is
covered in the final decision stage - Answers what are the communication skills of the staff and dentist
like
, correctly using a patients name during conversation is important. which of the following is the correct
way to address a new patient - Answers one should use the patients title and last name, unless
requested by the patient to do otherwise
infection control is an expectation of all patients. How can the dental staff ensure that controls are in
place and that they are being protected - Answers inform the patient of the process and steps you take
in the office to comply with the standard precautions
at times, a patient may have a complaint about the care and treatment he/she received in the dental
office. Which of the following statements by the assistant demonstrated empathy - Answers you feel
that it is unfair that the insurance company will not cover the procedure
all of the following are strategies that can be used to provide outstanding customer service, expect: -
Answers emulate the image of other successful dental practices
which of the following techniques will encourage a non compliant patient to follow the dentist
instructions - Answers demonstrate the correct technique and have the patient demonstrate back to
you
when dealing with an angry patient - Answers do not become defensive
if a dental practice procedure manual is to be effective, what guideline should be followed - Answers it
must be updated at regular intervals with input from team members
which of the following statements is true - Answers the procedural manual is used to help train new
team members
informal communication channels include all but which of the following - Answers sharing day to day
info
you have discovered a time-saving method for handling callbacks to patients. the barrier to
organizational communication is known as - Answers filtering by level
you are an admin assistant who was hired as an appointment clerk. the receptionist is frequently
absent.... - Answers intragroup
staff meetings can serve many functions; of the following, which is not a function of staff meetings -
Answers forum for performance appraisal
An informal channel of communications originates at the top of the organizational structure and moves
downward, goal setting is one type of communication sent through an informal channel - Answers both
statements are false
which conflict handling style is characterized by high concern for self and low concern for others -
Answers dominating
the communication process consists of five elements. Which element is responsible for providing
feedback? - Answers the receiver
if the receiver is not hearing or understanding the message as it was intended, it is said that - Answers
some barrier is preventing effective communication
terminology used in the dental office may have positive or negative connotations. Which of the
following terms may be perceived as negative. - Answers remind
a communication tool developed to create a positive image and avoid misunderstanding that should be
used with new patients so all information is conveyed is known as - Answers active scripts
a patient who covers his/her mouth is most likely communicating which nonverbal message? - Answers
embarrassment
sincerity is best communicated when barriers are removed. When sincerity is communicated, the
patient is more likely to participate in the conversation as an equal with the team member - Answers
both statements are true
which of the following is not an example of interpersonal communication - Answers a voice mail
message
in effective communication, the sender of the message is responsible for - Answers selecting the best
medium for the message
which of the following speech techniques will present a positive telephone image - Answers speaking
slowly
which of the following nonverbal cues should be practiced with caution - Answers touch
according to maslow's hierarchy of needs, what is pursued only once all other needs have been met -
Answers self-actualization
carl rogers joined the term ____ which is an expression of total love and respect, no matter what the
problem - Answers unconditional positive regard
why is it important for all members of the dental team to respect the patients decision to discontinue
treatment - Answers to meet the patients needs and understand his or her motives
a prospective patients impression elements are classified into several stages. which of the following is
covered in the final decision stage - Answers what are the communication skills of the staff and dentist
like
, correctly using a patients name during conversation is important. which of the following is the correct
way to address a new patient - Answers one should use the patients title and last name, unless
requested by the patient to do otherwise
infection control is an expectation of all patients. How can the dental staff ensure that controls are in
place and that they are being protected - Answers inform the patient of the process and steps you take
in the office to comply with the standard precautions
at times, a patient may have a complaint about the care and treatment he/she received in the dental
office. Which of the following statements by the assistant demonstrated empathy - Answers you feel
that it is unfair that the insurance company will not cover the procedure
all of the following are strategies that can be used to provide outstanding customer service, expect: -
Answers emulate the image of other successful dental practices
which of the following techniques will encourage a non compliant patient to follow the dentist
instructions - Answers demonstrate the correct technique and have the patient demonstrate back to
you
when dealing with an angry patient - Answers do not become defensive
if a dental practice procedure manual is to be effective, what guideline should be followed - Answers it
must be updated at regular intervals with input from team members
which of the following statements is true - Answers the procedural manual is used to help train new
team members
informal communication channels include all but which of the following - Answers sharing day to day
info
you have discovered a time-saving method for handling callbacks to patients. the barrier to
organizational communication is known as - Answers filtering by level
you are an admin assistant who was hired as an appointment clerk. the receptionist is frequently
absent.... - Answers intragroup
staff meetings can serve many functions; of the following, which is not a function of staff meetings -
Answers forum for performance appraisal
An informal channel of communications originates at the top of the organizational structure and moves
downward, goal setting is one type of communication sent through an informal channel - Answers both
statements are false
which conflict handling style is characterized by high concern for self and low concern for others -
Answers dominating
