Chapter 01: The Dental Team in the Business of Dentistry
Finkbeiner: Practice Management for the Dental Team, 9th Edition
MULTIPLE CHOICE
1. A dental management company is defined as:
a. the process of providing quality care for the patient.
b. an outside agency designed to affiliate itself with a group of professionals to
manage the business component of a dental practice.
c. a healthcare profession concerned with the care of the teeth and surrounding
tissues.
d. an enterprise in which one is engaged to achieve a livelihood.
ANS: B
A dental management company is an outside agency designed to affiliate itself with a group of
professionals to manage the business component of a dental practice. The process of
providing quality care for the patient is the definition of service. A healthcare profession
concerned with the care of the teeth and surrounding tissues is the definition of dentistry. The
enterprise in which one is engaged to achieve a livelihood is the definition of business.
DIF: Recall REF: Key Terms, p. 1 | Types of Dental Practices, p. 7
OBJ: 1 TOP: CDA, GC, II. Patient Management and Administrative Duties
2. A CDT is a certified:
a. dental assistant.
b.
c.
d. chairside dental assistant.
ANS: B
A CDT is a dental laboratory technician (DT) who has passed a national certification exam to
become a certified dental technician (CDT). A dental assistant (DA) is a person in the dental
office who provides service in the practice other than the dentist. A community dental health
coordinator (CDHC) is an individual trained to provide basic preventive care and patient
education and to help those patients with unmet dental care needs to access dental services.
The chairside dental assistant is the person who assists the dentist at chairside during patient
treatment.
DIF: Recall REF: Members of the Dental Team, p. 4 OBJ: 3
TOP: CDA, GC, II. Patient Management and Administrative Duties
3. The ___ is commonly the leader of the dental office.
a. dentist
b. dental assistant
c. dental hygienist
d. administrative assistant
ANS: A
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
dental laboratory technician.
community dental health coordinator.

The dentist is commonly the leader in a dental practice. The dental assistant may have
management responsibilities but is not commonly a leader of the dental office. The dental
hygienist may have management responsibilities but is not commonly a leader of the dental
office. The administrative assistant may have management responsibilities but is not
commonly a leader of the dental office.
DIF: Comprehension REF: Dentistry as a Business, p. 6
OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties
4. A group of dentists may practice with the assistance of a dental management company which
handles the business aspects of the practice. A group practice may be formed with an outside
company that manages both the business and clinical aspects of the practice.
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.
ANS: A
A group practice may be formed by more than one dentist either via a legal agreement with
each other and managed by themselves, or it may be formed with a dental management
company that manages the business aspect of the practice. In this case, the clinical portion of
the group is governed by the dentists themselves. It is also possible for a group practice to be
managed by an outside company that controls both the business and clinical components of
the practice.
DIF: Comprehension REF: Types of Dental Practices, p. 7
OBJ: 6 TOP:
5. Expanded practice and independent practice for dental hygienists have come about in part due
to access-to-care issues. Federal regulations govern the scope and limit the practice settings.
a. Both statements are true.
b. Both statements are false.
c. The first statement is false; the second statement is true.
d. The first statement is true; the second statement is false.
ANS: D
The first statement is true; the second statement is false. Expanded practice and independent
practice for dental hygienists have come about in part due to access-to-care issues. However,
State, not Federal regulations govern the scope and limit the practice settings for dental
hygienists.
DIF: Comprehension REF: Types of Dental Hygiene Practices, p. 9
OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties
6. All of the following are objectives in the healthcare role of dentistry except one.
Which one is the exception?
a. Promote prevention.
b. Exhibit a willingness to share knowledge.
c. Operate efficiently.
d. Emulate the highest standards of patient-centered care.
ANS: C
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
CDA, GC, II. Patient Management and Administrative Duties

Operate efficiently is the exception. To operate efficiently is a business criteria. Objectives in
the healthcare role of dentistry include: promote prevention, exhibit a willingness to share
knowledge, and emulate the highest standards of patient-centered care.
DIF: Comprehension REF: Intro, p. 2 OBJ: 2
TOP: CDA, GC, II. Patient Management and Administrative Duties
7. Service is a result of clinical and cognitive skills. Service is a system of accommodating or
providing assistance to another person.
a. Both statements are true.
b. Both statements are false.
c. The first statement is false; the second statement is true.
d. The first statement is true; the second statement is false.
ANS: C
The first statement is false; the second statement is true. Service is not a result of clinical and
cognitive skills but rather of attitudinal skills that evolve into a commitment to the welfare of
others.
DIF: Comprehension REF: Dentistry as a Service Profession, p. 6
OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties
8. Certified Dental Assistant (CDA) is granted by:
a. American Dental Association.
b. American Dental Assisting Association.
c. Dental Assisting National Board.
d. Dental Assisting Certification Association.
ANS: C
The Dental Assisting National Board offers exams and grants certification for dental
assistants. The American Dental and the American Dental Assisting Associations are
professional organizations which do not provide the CDA certification. There is no entity
named Dental Assisting Certification Association.
DIF: Comprehension REF: Members of the Dental Team, p. 3
OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties
9. The first step in opening a dental or dental hygiene practice is to develop a business plan. A
business plan describes the type of practice to be developed, goals for the practice, a
description of the planned patient base, and includes financial plans.
a. Both statements are true.
b. Both statements are false.
c. The first statement is false; the second statement is true.
d. The first statement is true; the second statement is false.
ANS: A
Both statements are true. Before a dental or dental hygiene practice can be developed, a
business plan needs to be developed. A business plan describes the type of practice to be
developed, goals for the practice, a description of the planned patient base, and includes
financial plans.
DIF: Recall REF: How to Start a Practice, p. 9 OBJ: 8
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

TOP: CDA, GC, II. Patient Management and Administrative Duties
10. The Doctor of Dental Surgery (DDS) degree is the same degree as an Oral and Maxillofacial
Surgery degree. The Doctor of Dental Medicine (DMD) is a degree granted to a dentist upon
graduation from a university dental school.
a. Both statements are true.
b. Both statements are false.
c. The first statement is false; the second statement is true.
d. The first statement is true; the second statement is false.
ANS: C
The first statement is false; the second statement is true. The DDS and DMD are essentially
the same degrees and are granted to dentists upon graduation from university dental schools.
An Oral and Maxillofacial Surgery degree is a dental specialty requiring education beyond a
DDS or DMD degree.
DIF: Comprehension
REF: General Dentistry, p. 7 | Specialties of Dentistry, p. 8 OBJ: 6
TOP: CDA, GC, II. Patient Management and Administrative Duties
11. The specialty of dentistry that includes the diagnosis, prevention, interception, and correction
of all forms of a malocclusion and of neuromuscular and skeletal abnormalities of the
developing or mature orofacial structures is referred to as:
a. endodontics.
b. orthodontics and dentofacial orthopedics.
c. periodontics.
d. prosthodontics.
ANS: B
Orthodontics and dentofacial orthopedics is the dental specialty that includes the diagnosis,
prevention, interception, and correction of all forms of malocclusion and of neuromuscular
and skeletal abnormalities of the developing or mature orofacial structures. Endodontics is the
specialty concerned with the morphology, physiology, and pathology of the dental pulp and its
associated tissues. Periodontics is the specialty of dentistry that encompasses the prevention,
diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth or
their replacements and the maintenance of the health, function, and esthetics of these
structures and tissues. Prosthodontics is the dental specialty that involves the diagnosis,
treatment planning, rehabilitation, and maintenance of the oral function, comfort, appearance,
and health of patients with conditions associated with missing or deficient teeth or other oral
and maxillofacial tissues.
DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6
TOP: CDA, GC, II. Patient Management and Administrative Duties
12. The specialty of dentistry that includes the prevention, diagnosis, and treatment of diseases of
the supporting and surrounding tissues of the teeth or their replacements and the maintenance
of the health, function, and esthetics of these structures and tissues is referred to as:
a. endodontics.
b. orthodontics and dentofacial orthopedics.
c. periodontics.
d. prosthodontics.
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

ANS: C
Periodontics is the specialty of dentistry that encompasses the prevention, diagnosis, and
treatment of diseases of the supporting and surrounding tissues of the teeth or their
replacements and the maintenance of the health, function, and esthetics of these structures and
tissues. Endodontics is the specialty concerned with the morphology, physiology, and
pathology of the dental pulp and its associated tissues. Orthodontics and dentofacial
orthopedics is the dental specialty that includes the diagnosis, prevention, interception, and
correction of all forms of malocclusion and of neuromuscular and skeletal abnormalities of the
developing or mature orofacial structures. Prosthodontics is the dental specialty that involves
the diagnosis, treatment planning, rehabilitation, and maintenance of the oral function,
comfort, appearance, and health of patients with conditions associated with missing or
deficient teeth or other oral and maxillofacial tissues.
DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6
TOP: CDA, GC, II. Patient Management and Administrative Duties
13. The specialty of dentistry includes the diagnosis, treatment planning, rehabilitation, and
maintenance of the oral function, comfort, appearance, and health of patients with conditions
associated with missing or deficient teeth or other oral and maxillofacial tissues is referred to
as:
a. endodontics.
b. orthodontics and dentofacial orthopedics.
c. periodontics.
d. prosthodontics.
ANS: D
anning,
rehabilitation, and maintenance of the oral function, comfort, appearance, and health of
patients with conditions associated with missing or deficient teeth or other oral and
maxillofacial tissues. Endodontics is the specialty concerned with the morphology,
physiology, and pathology of the dental pulp and its associated tissues. Orthodontics and
dentofacial orthopedics is the dental specialty that includes the diagnosis, prevention,
interception, and correction of all forms of malocclusion and of neuromuscular and skeletal
abnormalities of the developing or mature orofacial structures. Periodontics is the specialty of
dentistry that encompasses the prevention, diagnosis, and treatment of diseases of the
supporting and surrounding tissues of the teeth or their replacements and the maintenance of
the health, function, and esthetics of these structures and tissues.
DIF: Recall REF: Specialties of Dentistry, pp. 8-9 OBJ: 6
TOP: CDA, GC, II. Patient Management and Administrative Duties
14. The specialty of dentistry that provides both primary and comprehensive preventive and
therapeutic oral healthcare for children from infancy through adolescence and also includes
the care of patients with special healthcare needs beyond the age of adolescence is referred to
as:
a. oral and maxillofacial radiology.
b. pediatric dentistry.
c. periodontics.
d. orthodontics.
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
Prosthodontics is the dental specialty that involves the diagnosis, treatment pl

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ANS: B
Pediatric dentistry is the dental specialty that provides both primary and comprehensive
preventive and therapeutic oral healthcare for children from infancy through adolescence and
also includes the care of patients with special healthcare needs beyond the age of adolescence.
Oral and maxillofacial radiology is the specialty concerned with the production and
interpretation of images and data produced by all forms of radiant energy used for the
diagnosis and management of diseases, disorders, and conditions of the oral cavity and the
maxillofacial region. Periodontics is the specialty of dentistry that encompasses the
prevention, diagnosis, and treatment of diseases of the supporting and surrounding tissues of
the teeth or their replacements and the maintenance of the health, function, and esthetics of
these structures and tissues. Orthodontics and dentofacial orthopedics is the dental specialty
that includes the diagnosis, prevention, interception, and correction of all forms of
malocclusion and of neuromuscular and skeletal abnormalities of the developing or mature
orofacial structures.
DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6
TOP: CDA, GC, II. Patient Management and Administrative Duties
15. The specialty of dentistry that concerned with the production and interpretation of images and
data produced by all forms of radiant energy used for the diagnosis and management of
diseases, disorders, and conditions of the oral cavity and the maxillofacial region is referred to
as:
a. oral and maxillofacial radiology.
b. pediatric dentistry.
c. periodontics.
d. orthodontics.
ANS: A
Oral and maxillofacial radiology is the specialty concerned with the production and
interpretation of images and data produced by all forms of radiant energy used for the
diagnosis and management of diseases, disorders, and conditions of the oral cavity and the
maxillofacial region. Pediatric dentistry is the dental specialty that provides both primary and
comprehensive preventive and therapeutic oral healthcare for children from infancy through
adolescence and also includes the care of patients with special healthcare needs beyond the
age of adolescence. Periodontics is the specialty of dentistry that encompasses the prevention,
diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth or
their replacements and the maintenance of the health, function, and esthetics of these
structures and tissues. Orthodontics and dentofacial orthopedics is the dental specialty that
includes the diagnosis, prevention, interception, and correction of all forms of malocclusion
and of neuromuscular and skeletal abnormalities of the developing or mature orofacial
structures.
DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6
TOP: CDA, GC, II. Patient Management and Administrative Duties
TRUE/FALSE
1. The traditional education of the dentist has placed great emphasis on developing the practice
management skills of the dentist.
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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ANS: F
The traditional education of the dentist has placed great emphasis on developing a highly
competent diagnostician and clinician but has often left a noticeable void in the area of
practice management.
DIF: Recall REF: Dentistry as a Business, p. 6 OBJ: 2
TOP: CDA, GC, II. Patient Management and Administrative Duties
2. Financial activities should take place in the clinical area of the dental office.
ANS: F
The business office should assume its rightful name because all business activities of the
practice take place there, including financial transactions, patient and staff communication,
appointment management, recall, inventory, insurance management, and records maintenance.
DIF: Comprehension REF: Dentistry as a Business, p. 6
OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties
3. Patients rate service as the most important thing they can receive.
ANS: T
Dental treatment may be the objective for a patient; however, the dental staff must be
constantly aware that when patients come to the office to seek treatment, they are seeking the
most important product, service. Patients remain with a dental practice only if they are
satisfied with the services rendered.
DIF: Comprehension REF: Dentistry as a Service Profession, p. 6
OBJ: 5 TOP:
4. Licensed Dental Assistant (LDA) is a credential granted to a dental assistant by DANB after
the successful completing of the educational requirements needed to perform additional
clinical duties in a dental office.
ANS: F
The Licensed Dental Assistant (LDA) is a credential granted to a dental assistant by a specific
state after the successful completing of the educational requirements needed to perform
additional clinical duties in a dental office. DANB offers testing and credentialing for the
National Certified Dental Assisting Certifications.
DIF: Recall REF: Dental Assistant, p. 3 OBJ: 3
TOP: CDA, GC, II. Patient Management and Administrative Duties
5. The Registered Dental Hygienist in Alternative Practice (RDHAP) is a licensed registered
dental hygienist with specialized training that holds a specific license in CA to allow him or
her to practice in settings outside of the traditional dental office without the supervision of a
dentist.
ANS: T
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
CDA, GC, II. Patient Management and Administrative Duties

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The RDHAP—Registered Dental Hygienist in Alternative Practice—is a licensed registered
dental hygienist with specialized training that holds a specific license in CA to allow him or
her to practice in settings outside of the traditional dental office without the supervision of a
dentist.
DIF: Recall REF: Key Terms, p. 1 | Types of Dental Hygiene Practices, p. 9
OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties
6. Before officially opening for business, the independent dental hygienist needs to find a
credible insurance agent to assist in obtaining needed liability insurance.
ANS: T
Prior to opening the doors for business, the practitioner needs to obtain liability insurance. At
this point, the new practitioner needs to find a trusted insurance agent who will explain the
types of insurance necessary for the practice.
DIF: Comprehension REF: How to Start a Practice, p. 10
OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties
7. The Community Dental Health Coordinator (CDHC) is restricted to practice in specific areas
of the United States.
ANS: T
CDHC—Community Dental Health Coordinator—is an individual trained to provide basic
preventive care and patient education and to help those patients with unmet dental care needs
to access dental services. These specialists only practice in certain areas of the United States.
DIF: Recall REF: OBJ: 4
TOP: CDA, GC, II. Patient Management and Administrative Duties
8. Independent Dental hygienists in the United States cannot establish their own stand-alone
practice without a collaboration agreement and/or supervision of a dentist.
ANS: F
Commonly these independent practitioners must still work under a collaborative management
agreement and/or supervision of a dentist. In some states, the dental hygienist is able to work
without the supervision of the dentist and, in fact, can establish their own stand-alone dental
hygiene practice.
DIF: Recall REF: Types of Dental Hygiene Practices, p. 9
OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties
9. As a business, the dental practice must maintain financial independence.
ANS: T
As a business, an enterprise in which one is engaged to achieve a livelihood, the dental
practice must meet several criteria, including to maintain financial independence.
DIF: Recall REF: Intro, p. 2 OBJ: 2
TOP: CDA, GC, II. Patient Management and Administrative Duties
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
Emerging Workforce Models, p. 5

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10. Listening to the patient’s concerns is an activity that promotes service.
ANS: T
Patients seek care but consider service as most important. Taking time to listen to the patient’s
concerns is an activity that promotes service.
DIF: Comprehension REF: Dentistry as a Service Profession, Box 1.1, p. 7
OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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Chapter 02: Dental Team Management
Finkbeiner: Practice Management for the Dental Team, 9th Edition
MULTIPLE CHOICE
1. 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.
ANS: C
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.
DIF: Recall REF: The “Five Rs” of Management, pp. 20-21
OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties
2. 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
ANS: E
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.
DIF: Comprehension REF: Managing Conflict, p. 26
OBJ: 15 TOP: CDA, GC, II. Patient Management and Administrative Duties
3. 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
ANS: D
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.
DIF: Comprehension REF: Conducting an Interview, Box 2.13, p. 37
OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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4. Which question may be asked during an interview with a prospective employee?
a. “Do you own a home?”
b. “Where were you born?”
c. “What are your strengths?”
d. “Do you have any handicaps?”
ANS: C
“What are your strengths?” is correct. Asking this question during an interview gathers
information pertinent to the job the person is applying for but is nondiscriminatory. Asking
“Do you own a home?” “Where were you born?” or “Do you have you any handicaps?”
gathers information that is not pertinent to the job the person is applying for and is
discriminatory.
DIF: Comprehension REF: Conducting an Interview, Box 2.12, p. 37
OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties
5. Which topic should be avoided during an interview with a prospective employee?
a. Career objectives
b. Age of the applicant
c. Availability to work overtime
d. Interest in working at a satellite office site
ANS: B
Age of the applicant is correct. This topic could be considered discriminatory against the
applicant and should not be discussed during a job interview. Career objectives, availability to
work overtime, and interest in working at a satellite office are topics that are not
g a job interview.
DIF: Comprehension
REF: Conducting an Interview, Box 2.12, p. 37 | Conducting an Interview, Box 2.13, p. 37
OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties
6. Which is not a rule to be considered for interviewing a prospective employee?
a. Know how you will use the information to make a decision.
b. Obtain every piece of information about the person that is possible.
c. Ask only for information that you intend to use in the hiring decision.
d. Recognize that it is difficult to defend seeking information that you will not use.
ANS: B
Obtain every piece of information about the person that is possible is not a rule to be
considered for interviewing prospective employees. Only information that will be used in
making hiring decisions and that is nondiscriminatory should be obtained.
DIF: Recall REF: Conducting an Interview, Box 2.11, p. 36
OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties
7. Which would be a solution to eliminating wasted time?
a. Prepare a “to-do” list and use it.
b. Schedule meetings with staff more often.
c. Agree to do as much as humanly possible.
d. Leave some work incomplete so you will always be busy.
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
discriminatory against the applicant and can be discussed durin

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ANS: A
Prepare a “to-do” list and use it is a solution to eliminating wasted time. A “to-do” list uses
efficient time management techniques. Scheduling meetings with staff more often is not
associated with eliminating wasted time. Agreeing to do as much as humanly possible creates
stress and is not a solution to eliminating wasted time. Leaving some work incomplete so you
will always be busy is deceptive and does not eliminate wasted time.
DIF: Recall
REF: Learning to Use Time Efficiently, Box 2.8, p. 28 | Maintaining Daily Schedules, pp. 27-28
OBJ: 17 TOP: CDA, GC, II. Patient Management and Administrative Duties
8. Which skill involves the ability to understand individuals and communicate effectively?
a. Technical
b. Conceptual
c. Administrative
d. Human relations
ANS: D
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.
DIF: Comprehension REF: Basic Skills of an Administrative Assistant, p. 22
OBJ: 10 TOP:
9. Time management involves all of the following except:
a. planning ahead.
b. giving in to interruptions.
c. delegating work to others.
d. following through with a task.
ANS: B
Giving in to interruptions is not a component of time management but instead wastes time.
Planning ahead is a component of time management. Delegating work to others is a
component of time management. Following through with a task is a component of time
management.
DIF: Comprehension REF: Learning to Use Time Efficiently, p. 27
OBJ: 17 TOP: CDA, GC, II. Patient Management and Administrative Duties
10. 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
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
CDA, GC, II. Patient Management and Administrative Duties

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ANS: C
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.
DIF: Recall REF: Establishing Practice Goals and Objectives, p. 13
OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties
11. All of the following statements are advantages of hiring an educated administrative assistant
except one. Which one is the exception?
a. Practices proper infection control procedures.
b. Is able to explain treatment procedures to a patient.
c. Can talk patients into accepting treatment they may not need.
d. Understands appointment sequencing for various dental procedures.
ANS: C
Talking patients into accepting treatment they may not need is unethical. Practicing proper
infection control, being able to explain treatment procedures to patients, and understanding
appointment sequencing for various dental procedures are some of the advantages of hiring an
educated administrative assistant.
DIF: Comprehension
REF: Advantages of Hiring a Skilled Administrative Assistant, Box 2.7, p. 27
OBJ: 16 TOP: CDA, GC, II. Patient Management and Administrative Duties
12. An effective leader can empower the employees/staff by:
a. providing them with access to information that will help them increase their
productivity and effectiveness.
b. allowing them to take on more responsibility, including assigning them all legal
tasks delegated to them by the State.
c. giving staff members a voice in decision making.
d. all of the options
e. none of the options
ANS: D
Empowerment can be defined as “putting power where it is needed.” An effective leader can
empower the staff by taking actions such as providing employees with access to information
that will help them increase their productivity and effectiveness; allowing staff members to
take on more responsibility, including assigning them all legal tasks delegated to them in a
given state; and, giving staff members a voice in decision making.
DIF: Recall REF: Empower Others, p. 14 OBJ: 13
TOP: CDA, GC, II. Patient Management and Administrative Duties
13. 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.
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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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.
ANS: C
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.
DIF: Comprehension
REF: Personal Characteristics of an Effective Leader, p. 15 | Assertiveness, p. 16
OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties
14. 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.
ANS: E
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.
DIF: Comprehension
REF: Personal Characteristics of an Effective Leader, p. 15 | Self-confidence, Competence, p. 15
OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties
15. 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.
ANS: 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.
DIF: Comprehension
REF: Personal Characteristics of an Effective Leader, p. 15 | Genuineness, p.15
OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties
TRUE/FALSE
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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1. The failure to promote good manners between staff members can be reflected in reduced
office productivity.
ANS: T
Poor relationships between staff members relate directly to productivity.
DIF: Comprehension REF: Business Office Etiquette, p. 19
OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties
2. The dentist must give the authority to the administrative assistant so the individual can
manage the dental office effectively.
ANS: T
It is essential that the dentist give this authority to the administrative assistant. Without this
authority, the administrative assistant cannot manage effectively.
DIF: Recall REF: Functions of an Administrative Assistant, p. 21
OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties
3. Conflict rarely exists in the dental office environment.
ANS: F
Conflict will arise whenever two or more people work together.
DIF: Comprehension REF: Managing Conflict, p. 26
OBJ: 15 TOP: CDA, GC, II. Patient Management and Administrative Duties
4.
ANS: F
Additional training beyond the educational experiences already achieved may be necessary for
even an experienced administrative assistant.
DIF: Comprehension REF: New Employee Training, p. 37
OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties
5. The dental hygienist is the person whose primary responsibility involves business activities of
the dental office.
ANS: F
The administrative assistant is the person whose primary responsibility involves business
activities of the dental office.
DIF: Recall REF: The Shifting Role of the Administrative Assistant, p. 20
OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties
6. The office procedural manual should be written solely by the dentist because it is his or her
practice.
ANS: F
Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank
An experienced administrative assistant should not need additional training.

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