Messages are best sent through a variety of

Channels

The message, sent from the sender to the receiver, should be

Complete

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

Feedback

When information is communicated to a patient or customer, you should always look for

feedback

What is not true regarding feedback?

It is designed to hurt the person sending it

Negative or "closed" styles of receiving feedback include

Patronizing

When giving feedback, it is important to be

Honest

Most communication transmissions are

Through body language

The most important nonverbal communication skill is

good eye contact

Generally, Anglo-Saxon Americans require more

personal space

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

2 years

All of the following should be considered customers of the pharmacy, EXCEPT

store manager

Responding to a perceived threat or conflict in an immature way is called

regression

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

sublimation

A lack of feeling, emotion, interest, or concern is called

apathy

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?

Witness

Good communication techniques include

demonstrating respect

With an angry patient, you should always

remain calm

Shifting one's own unacceptable feelings onto another person is called

projection

A lack of feeling, emotion, interest, or concern is called

apathy

A preformed and substantiated judgment or opinion about an individual or a group, either favorable or unfavorable, is referred to as

prejudice

Hostile or cruel language intended to hurt someone is called

sarcasm

Elderly patients

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?

Feedback

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

autonomy

The goal of communication is

understanding

The style of speaking and the words we choose to express ourselves is called

phrasing

Proper ________ is the act of speaking clearly and accurately.

diction

The position of the body with respect to the surrounding space is called

posture

Behavior based on a body of knowledge and ethical standards to serve the public is called

professionalism

The ______ principle states that patients have the right to the truth regarding their medical condition.

honesty

___________ assures patients that information about their medical condition and treatment will not be given to third parties without permission.

Confidentiality

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

Faithfulness

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

sexual harassment

Personal and social bias that brings about discrimination is called

prejudice

Tools an individual utilizes when required to deal with uncomfortable or threatening situations are called

defense mechanisms

A psychological defense mechanism in which a person avoids confrontation with a personal problem or with reality is called

denial

Attributing one's own negative feelings to someone or something else unrelated to the situation is called

displacement

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.

External noise

Everyone makes mistakes, so no big deal if a mistake is made just once a day.

Rationalization

The pharmacy clerk brags that she is always punctual: however, she has been written up twelve times for being late.

Denial

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.

Apathy

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.

Expressive Aphasia

Marty likes to work a lot since his mother died. It keeps his mind off his recent loss.

sublimation

After Jenny takes care of an angry customer, she takes her frustration out on other coworkers.

displacement

Tom keeps joking about the dispensing mistake that Susanne made whenever the pharmacy manager is around.

sarcasm

Mr. Stevens, diagnosed with Alzheimer's disease 5 years ago, does not remember the instructions the nurse gave him about his medications yesterday.

Receptive Aphasia

Whenever there is an angry customer at the window, Kathy goes to the break room to avoid a possible unpleasant situation.

Regression

Most technicians find it hard to interact with Mrs. Newberry. Her high-pitched voice reminds everyone of a popular cartoon character.

Internal noise.

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.

Compensation