| A | B |
|---|
| advanced systems | practice management system that integrates business office with clinical practice |
| aesthetic needs | order, symmetry, closure, beauty, etc. |
| age accounts reports | customized reports showing the oldest account, past due budget plans, and the largest amount past due |
| avoiding style | style of conflict resolution used when an issue is trivial, cooling off period is needed, or the benefits do not go beyond the discord that a situation will cause between involved parties. |
| basic system | method of creating and organizing a database and performing spreadsheet and word processing tasks. |
| change | action that can be harmful or beneficial |
| channels | steps in the process of communication. |
| cognitive needs | to know and understand, to be curious, to explain, to organize, to analyze, to look for relations and meaning. |
| communication network | method or medium of communication. |
| compromising style | style that is best used when parties are equally powerful, consensus cannot be reached, integrating or dominating style is not successful, and a temporary solution to a complex problem is needed. |
| dominating style | style of conflict resolution that is appropriate when speed is important in making a decision and the results are trivial, when an umpopular course of action is needed, when decisions of others will be costly to you, or when one is handling an overly aggressive subordinate. |
| electronic noise | noise from high-speed handpieces and other electronic equipment. |
| electronic scheduler | computerized version of the manual appointment book. |
| esteem and recognition needs | self-esteem and the respect of others; success at work, prestige. |
| filtering by level | (organizational communications) process by which information sent is not received because it has been changed or stopped at one level. |
| Formal downward channel of communication | (organizational communications) communication that originates at the top of the organizational structure and filter down to the lower levels of the organization. |
| good patient relations | include empathy, understanding, concern, and warmth for each patient. |
| horizontal channel of communication | (organizational communication) working across (horizontally) organizational structures, communication is transmitted between members. This type occurs primarily among members at the same level. |
| humanistic theory | theory based on the works of Maslow and Rogers. |
| inappropriate span of control | (organizational communication) one person has control for too long. This leads to lack of trust and fuels resentment. |
| informal channels of communication | communication that takes place in an informal setting and is not the official communication of the organization. Often referred to as "the grapevine". |
| integrating style | style of conflict resolution that works best when time is available to address the problem. Usually, problems are complex, and solving them requires the expertise of more than one person. The problem must be identified, and then input from all members is needed to develop a solution. |
| intergroup conflict | conflict between two or more groups because members of one group disagree with members of another group. |
| intermediate system | (practice management) middle or secondary level of software used in computerized practice menagement systems. |
| inter-organizational conflict | conflict between two or more organizations. |
| interpersonal conflict | conflict (between two team members) that occurs when members of the team at the same level or at different levels (hygientist and assistant) disagree about a given matter. |
| intragroup conflict | conflict (within the group) that occurs when members at the same level (assistant and assistant) disagree. |
| intra-organizational conflict | conflict within the organization. |
| love and belonging needs | give and receiving affection, companionship, and identification within a group. |
| managing patient expectations | process of communication |
| menu bars | one of the basic elements of a software package; lists categories of user's options. |
| noncompliance | when a patient chooses not to follow the dentist's instructions. |
| obliging style | style of conflict resolution used when the issue is unimportant and you are willing to give in to the other party to preserve a relationship. |
| phenomenological approach | term that describes viewing a situation from the other person's point of view. |
| physiologic needs | biological need for food, shelter, water, sleep, oxygen, and sexual expression. |
| power bars | one of the basic elements of a software package that provides quick access to features or reports. |
| procedural manual | a detailed manual that is used as a form of written communication. Provides specific details on practice, goals, personnel procedures, business office procedures, and clinical procedures. |
| production reports | reports that identify what types of procedures have been performed and by whom. |
| rank and status | factors that may interfere with communication in several ways. |
| safety needs | avoiding harm, attaining security, order and physical safety. |
| self-actualization needs | fulfillment of unique potential |
| status bars | one of the basic elements of a software package that identifies the current status of a task or record. |
| third party vendor | a company that performs many tasks that could be performed by the dental practice, such as insurance verification, patient billing, marketing, and practice promotion. |
| timing | when and how you present an idea;determines how it is accepted. |
| title bars | one of the basic elements of a software package that identifies the name of the program and the mode of use. |
| tool bars | one of the basic elements of a software package that uses icons to identify common functions. |
| unconditional positive regard | total love and respect, no matter what. |
| upward channel of communication | flow of information from one level to a higher level. |
| work overload | any amount or type of work that adds to daily stress. |
| intrapersonal conflict | conflict within oneself when one is expected to perform a task that does not meet personal goals, values, beliefs, or expertise. |
