66 notecards = 17 pages (4 cards per page)
Messages are best sent through a variety of
The message, sent from the sender to the receiver, should be
An example of a message sent via an upward channel would be one sent from
pharmacy technician to pharmacy manager
Verbal expressions or body language expressing that the receiver understood the message she received is called
When information is communicated to a patient or customer, you should always look for
What is not true regarding feedback?
It is designed to hurt the person sending it
Negative or "closed" styles of receiving feedback include
When giving feedback, it is important to be
Most communication transmissions are
Through body language
The most important nonverbal communication skill is
good eye contact
Generally, Anglo-Saxon Americans require more
An open posture would include
hands and arms to your sides
What is false regarding physical contact
In health care, it is always acceptable
When asking questions of a patient, it is more effective to
ask questions that encourage specific details related to information needed
What is true regarding written instructions?
They are not a substitute for verbal instructions
Before placing a person on hold, it is important to first
allow the caller to complete the introductory phase and explain the purpose
What is true regarding written messages?
Scraps of paper should not be used
The use of fax machines in pharmacy
has greatly improved efficiency
All of the following are considered "do's" when using e-mail , EXCEPT
use all upper case letters
State boards of pharmacy require pharmacies to maintain written documentation for
All of the following should be considered customers of the pharmacy, EXCEPT
Responding to a perceived threat or conflict in an immature way is called
Which is an example of projection?
Having hostile feelings about another and stating that the other person "doesn't like" you
Redirecting a socially unacceptable impulse into a socially acceptable act is called
A lack of feeling, emotion, interest, or concern is called
A conflict occurs in the pharmacy with a customer over the price of a prescription. After explaining to the patient that the particular prescription is not covered by his medical insurance, the patient becomes irate and threatens to sue the pharmacy. The next step the technician should take is
ask the pharmacist to talk to the patient
Which of the following is not part of the communication cycle?
Good communication techniques include
With an angry patient, you should always
Shifting one's own unacceptable feelings onto another person is called
A lack of feeling, emotion, interest, or concern is called
A preformed and substantiated judgment or opinion about an individual or a group, either favorable or unfavorable, is referred to as
Hostile or cruel language intended to hurt someone is called
should be addressed as "Mr." or "Mrs." unless they tell you otherwise
For mentally disabled patients, you should
remain calm if they become confused
When dealing with a seriously ill patient, you should
avoid empty promises
Which of the following terms describes the verbal and nonverbal evidence that a message was received and understood?
Positive communication includes
encouraging patients to ask questions
Negative communication includes all of the following, EXCEPT
looking directly at patients when you speak to them
The right of an individual to make informed decisions for her own good is referred to as
The goal of communication is
The style of speaking and the words we choose to express ourselves is called
Proper ________ is the act of speaking clearly and accurately.
The position of the body with respect to the surrounding space is called
Behavior based on a body of knowledge and ethical standards to serve the public is called
The ______ principle states that patients have the right to the truth regarding their medical condition.
___________ assures patients that information about their medical condition and treatment will not be given to third parties without permission.
The right of patients to have health professionals who provide services in the patient's own interest rather than competing or conflicting interest is called
Whenever any person makes intentional, clearly understood statements or actions that cause another to feel that his job is at risk if sexual advances are rejected is called
Personal and social bias that brings about discrimination is called
Tools an individual utilizes when required to deal with uncomfortable or threatening situations are called
A psychological defense mechanism in which a person avoids confrontation with a personal problem or with reality is called
Attributing one's own negative feelings to someone or something else unrelated to the situation is called
The person who is purchasing prescriptions or over-the-counter remedies is also called the
consumer or customer
The printer makes a humming noise when it prints labels, making it hard to hear when talking on the telephone.
Everyone makes mistakes, so no big deal if a mistake is made just once a day.
The pharmacy clerk brags that she is always punctual: however, she has been written up twelve times for being late.
A patient in the pharmacy comes to the counter distressed because he cannot find his wallet. The clerk tells him she is too busy to listen and needs to wait on other customers.
A stroke patient comes to the pharmacy to pick up her prescription. She has not been able to talk clearly since her stroke and writes everything down to communicate.
Marty likes to work a lot since his mother died. It keeps his mind off his recent loss.
After Jenny takes care of an angry customer, she takes her frustration out on other coworkers.
Tom keeps joking about the dispensing mistake that Susanne made whenever the pharmacy manager is around.
Mr. Stevens, diagnosed with Alzheimer's disease 5 years ago, does not remember the instructions the nurse gave him about his medications yesterday.
Whenever there is an angry customer at the window, Kathy goes to the break room to avoid a possible unpleasant situation.
Most technicians find it hard to interact with Mrs. Newberry. Her high-pitched voice reminds everyone of a popular cartoon character.
Joe spends most of his time doing inventory control and is very good at it. His customer skills are poor and he prefers to work on the inventory.