CH2 Dental Team Management Flashcards Preview

DEH 1800 III > CH2 Dental Team Management > Flashcards

Flashcards in CH2 Dental Team Management Deck (47)
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1

The administrative assistant’s professional _____ and ethics have a significant influence on the staff. if _____ go unresolved, more problems may be created.

attitude; conflict

2

When dealing with conflict ethically, a good administrative assistant will establish limits on ______ needs, but allow staff to develop their own approaches.

production

3

An excellent administrative assistant does not take infrequent complaints or occasional conflict ______. Numerous complaints should be taken ______ because this may indicate a problem.

personally; seriously

4

Steps in Resolving Conflict

  1. Make ____ available as soon as possible to discuss the problem
  2. _____ patiently to all the issues, keeping an open mind
  3. ____ the real issue
  4. Exercise _______
  5. Avoid a ____ in decision making
  6. Maintain a _______

  1. time
  2. Listen
  3. Determine
  4. self-control
  5. delay
  6. record

5

Postponing a discussion may lead to _____ conflict or could be interpreted as _____; discuss the problem as soon as possible.

additional; indifference

6

When a superficial complaint surfaces, pay attention to the deeper ____ that may be at play.

concerns

7

______ outbursts generally do not lead to a constructive resolution of the problem; if emotions become impossible to control, _____ the meeting.

Emotional; reschedule

8

________ is vital and should be retained in an employee file or other appropriate area for reference.

Signed documentation

9

1. _______: normal functions of living organisms

Physiological needs (Lowest level)

10

2. ______: stability, order, law, free from fear

Safety needs

11

3. ________: friendship, affection, trust

Belongingness and love

12

4. _______: dignity, independence, reputation

Need for self-esteem

13

5. _______: self-fulfillment

Self-actualization (Highest level)

14

15

Poor ______ result from a lack of ______, when goals and objectives are not developed and updated as the practice grows.

relationships; direction

16

17

A practice _______ is a broad statement of the basic concepts of the practice, including patient care, business management, auxiliary use, health and safety, and _______.

philosophy; continuing education

18

Practice _______ are specific to the desired outcomes; each broad goal is broken into specific action statements that indicate the expected results.

objectives

19

The _______ defines the way the practice is to be managed and the role of the staff and the patients.

mission statement

20

Practice _____ are statements of basic ____ that apply to both patients and staff members and should be provided to them.

policy; policy

21

The five Rs of management are:

A) rally, recognition, rapport, responsibility, and refuse.

B) reading, responsibility, recognition, respect, and rapport.

C) responsibility, respect, rapport, recognition, and remuneration.

D) reaffirmation, remuneration, reflection, rapport, and recognition.

C) responsibility, respect, rapport, recognition, and remuneration.

Successful management can be attributed to responsibility, respect, rapport, recognition, and remuneration. Reading is not attributed to successful management. Rally and refuse are not attributed to successful management. Reaffirmation and reflection are not attributed to successful management.

22

When resolving a staff conflict, a manager should:

A) document discussions and activities.

B) seek to identify the underlying issues.

C) listen impartially.

D) avoid delay of discussions.

E) all of the options

E) all of the options

All of the options. When resolving a staff conflict, making time available as soon as possible to discuss the problem, listening patiently to all the issues while keeping an open mind, determine the real issue, and maintaining a record are all important regardless of the nature of the complaint.

23

Which topic can be discussed during an interview with a prospective employee?

A) Marital status

B) Spouse’s income

C) Child care arrangements

D) Interest in continuing education courses

D) Interest in continuing education courses

Interest in continuing education courses is correct. Discussing this topic during an interview gathers information pertinent to the job for which the person is applying but is nondiscriminatory. Discussing marital status, spouse’s income, or child care arrangements during an interview gathers information that is not pertinent to the job for which the person is applying and is discriminatory.

24

Which is defined as a broad statement of the basic concepts about patient care, business management, auxiliary utilization, health and safety, and continuing education for the dental practice?

A) A mission statement

B) The procedural policies

C) A practice philosophy

D) The staff recognition program

C) A practice philosophy

A practice philosophy is a broad statement of the basic concepts about patient care, business management, auxiliary utilization, health and safety, and continuing education for the practice. A mission statement speaks to the way the practice is to be managed and the role of the staff and the patients. Procedural policies are specific tasks for all of the common office procedures. A staff recognition program sets out specific guidelines for hiring staff, selecting benefits, and establishing a salary scale that reflects productivity and cost-of-living increases.

25

The failure to promote good manners between staff members can be reflected in reduced office productivity.

True

False

True

Poor relationships between staff members relate directly to productivity.

26

Which skill involves the ability to understand individuals and communicate effectively?

A) Technical

B) Conceptual

C) Administrative

D) Human relations

D) Human relations

Human relations skills aid you in understanding people and allow you to interact with them effectively. Technical skills include understanding and being able to supervise effectively the specific processes, practices, and techniques required of specific jobs in the business office. Conceptual skills involve the ability to acquire, analyze, and interpret information in a logical manner. Administrative skills help you to use all of the other skills effectively in performing administrative functions.

27

The dentist must give the authority to the administrative assistant so the individual can manage the dental office effectively.

True

False

True

It is essential that the dentist give this authority to the administrative assistant. Without this authority, the administrative assistant cannot manage effectively.

28

An administrative assistant who demonstrates assertiveness is considered effective because he she accomplishes tasks in an aggressive manner.

A) Both the statement and the reason are CORRECT and related.

B) Both the statement and the reason are correct but NOT related.

C) The statement is correct, but the reason is NOT.

D) The statement is NOT correct, but the reason is CORRECT.

E) NEITHER the statement nor the reason is CORRECT.

C) The statement is correct, but the reason is NOT.

The statement is correct, but the reason is NOT. Being assertive does not mean the same thing as being aggressive. An assertive person is bold and enterprising in a nonhostile manner. An administrative assistant is often called on to assume new responsibilities, and he or she must take the initiative to get the job done.

29

An administrative assistant who believes that he or she can do a job well is considered competent because he or she has self-confidence.

A) Both the statement and the reason are CORRECT and related.

B) Both the statement and the reason are correct but NOT related.

C) The statement is correct, but the reason is NOT.

D) The statement is NOT correct, but the reason is CORRECT.

E) NEITHER the statement nor the reason is CORRECT.

E) NEITHER the statement nor the reason is CORRECT.

NEITHER the statement nor the reason is CORRECT. Competence refers to the ability of an individual to do a job properly. An individual who believes that he or she can do a job well has self-confidence. A person may be competent but lack the self-confidence needed to take on the responsibilities and challenges of the job.

30

An administrative assistant who is sincere and straightforward exhibits genuineness. Patients feel comfortable with a genuinely caring administrative assistant.

A) Both the statements are true.

B) Both the statements are false.

C) The first statement is true, and the second is false.

D) The first statement is false, and the second is true.

A) Both the statements are true.

A person who is genuine is sincere and straightforward. This is important when dealing with people in a healthcare profession. Patients feel comfortable with a genuinely caring administrative assistant, and they are also more likely to open up and share their innermost feelings with this type of person.