Pharm Comp Ch 28 CPT Flashcards

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

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?

Negative or "closed" styles of receiving feedback include

When giving feedback, it is important to be

Most communication transmissions are

The most important nonverbal communication skill is

Generally, Anglo-Saxon Americans require more

An open posture would include

What is false regarding physical contact

When asking questions of a patient, it is more effective to

What is true regarding written instructions?

Before placing a person on hold, it is important to first

What is true regarding written messages?

The use of fax machines in pharmacy

All of the following are considered "do's" when using e-mail , EXCEPT

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?

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

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

Elderly patients

For mentally disabled patients, you should

When dealing with a seriously ill patient, you should

Which of the following terms describes the verbal and nonverbal evidence that a message was received and understood?

Positive communication includes

Negative communication includes all of the following, EXCEPT

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

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.