front 1 Messages are best sent through a variety of | back 1 Channels |
front 2 The message, sent from the sender to the receiver, should be | back 2 Complete |
front 3 An example of a message sent via an upward channel would be one sent from | back 3 pharmacy technician to pharmacy manager |
front 4 Verbal expressions or body language expressing that the receiver understood the message she received is called | back 4 Feedback |
front 5 When information is communicated to a patient or customer, you should always look for | back 5 feedback |
front 6 What is not true regarding feedback? | back 6 It is designed to hurt the person sending it |
front 7 Negative or "closed" styles of receiving feedback include | back 7 Patronizing |
front 8 When giving feedback, it is important to be | back 8 Honest |
front 9 Most communication transmissions are | back 9 Through body language |
front 10 The most important nonverbal communication skill is | back 10 good eye contact |
front 11 Generally, Anglo-Saxon Americans require more | back 11 personal space |
front 12 An open posture would include | back 12 hands and arms to your sides |
front 13 What is false regarding physical contact | back 13 In health care, it is always acceptable |
front 14 When asking questions of a patient, it is more effective to | back 14 ask questions that encourage specific details related to information needed |
front 15 What is true regarding written instructions? | back 15 They are not a substitute for verbal instructions |
front 16 Before placing a person on hold, it is important to first | back 16 allow the caller to complete the introductory phase and explain the purpose |
front 17 What is true regarding written messages? | back 17 Scraps of paper should not be used |
front 18 The use of fax machines in pharmacy | back 18 has greatly improved efficiency |
front 19 All of the following are considered "do's" when using e-mail , EXCEPT | back 19 use all upper case letters |
front 20 State boards of pharmacy require pharmacies to maintain written documentation for | back 20 2 years |
front 21 All of the following should be considered customers of the pharmacy, EXCEPT | back 21 store manager |
front 22 Responding to a perceived threat or conflict in an immature way is called | back 22 regression |
front 23 Which is an example of projection? | back 23 Having hostile feelings about another and stating that the other person "doesn't like" you |
front 24 Redirecting a socially unacceptable impulse into a socially acceptable act is called | back 24 sublimation |
front 25 A lack of feeling, emotion, interest, or concern is called | back 25 apathy |
front 26 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 | back 26 ask the pharmacist to talk to the patient |
front 27 Which of the following is not part of the communication cycle? | back 27 Witness |
front 28 Good communication techniques include | back 28 demonstrating respect |
front 29 With an angry patient, you should always | back 29 remain calm |
front 30 Shifting one's own unacceptable feelings onto another person is called | back 30 projection |
front 31 A lack of feeling, emotion, interest, or concern is called | back 31 apathy |
front 32 A preformed and substantiated judgment or opinion about an individual or a group, either favorable or unfavorable, is referred to as | back 32 prejudice |
front 33 Hostile or cruel language intended to hurt someone is called | back 33 sarcasm |
front 34 Elderly patients | back 34 should be addressed as "Mr." or "Mrs." unless they tell you otherwise |
front 35 For mentally disabled patients, you should | back 35 remain calm if they become confused |
front 36 When dealing with a seriously ill patient, you should | back 36 avoid empty promises |
front 37 Which of the following terms describes the verbal and nonverbal evidence that a message was received and understood? | back 37 Feedback |
front 38 Positive communication includes | back 38 encouraging patients to ask questions |
front 39 Negative communication includes all of the following, EXCEPT | back 39 looking directly at patients when you speak to them |
front 40 The right of an individual to make informed decisions for her own good is referred to as | back 40 autonomy |
front 41 The goal of communication is | back 41 understanding |
front 42 The style of speaking and the words we choose to express ourselves is called | back 42 phrasing |
front 43 Proper ________ is the act of speaking clearly and accurately. | back 43 diction |
front 44 The position of the body with respect to the surrounding space is called | back 44 posture |
front 45 Behavior based on a body of knowledge and ethical standards to serve the public is called | back 45 professionalism |
front 46 The ______ principle states that patients have the right to the truth regarding their medical condition. | back 46 honesty |
front 47 ___________ assures patients that information about their medical condition and treatment will not be given to third parties without permission. | back 47 Confidentiality |
front 48 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 | back 48 Faithfulness |
front 49 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 | back 49 sexual harassment |
front 50 Personal and social bias that brings about discrimination is called | back 50 prejudice |
front 51 Tools an individual utilizes when required to deal with uncomfortable or threatening situations are called | back 51 defense mechanisms |
front 52 A psychological defense mechanism in which a person avoids confrontation with a personal problem or with reality is called | back 52 denial |
front 53 Attributing one's own negative feelings to someone or something else unrelated to the situation is called | back 53 displacement |
front 54 The person who is purchasing prescriptions or over-the-counter remedies is also called the | back 54 consumer or customer |
front 55 The printer makes a humming noise when it prints labels, making it hard to hear when talking on the telephone. | back 55 External noise |
front 56 Everyone makes mistakes, so no big deal if a mistake is made just once a day. | back 56 Rationalization |
front 57 The pharmacy clerk brags that she is always punctual: however, she has been written up twelve times for being late. | back 57 Denial |
front 58 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. | back 58 Apathy |
front 59 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. | back 59 Expressive Aphasia |
front 60 Marty likes to work a lot since his mother died. It keeps his mind off his recent loss. | back 60 sublimation |
front 61 After Jenny takes care of an angry customer, she takes her frustration out on other coworkers. | back 61 displacement |
front 62 Tom keeps joking about the dispensing mistake that Susanne made whenever the pharmacy manager is around. | back 62 sarcasm |
front 63 Mr. Stevens, diagnosed with Alzheimer's disease 5 years ago, does not remember the instructions the nurse gave him about his medications yesterday. | back 63 Receptive Aphasia |
front 64 Whenever there is an angry customer at the window, Kathy goes to the break room to avoid a possible unpleasant situation. | back 64 Regression |
front 65 Most technicians find it hard to interact with Mrs. Newberry. Her high-pitched voice reminds everyone of a popular cartoon character. | back 65 Internal noise. |
front 66 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. | back 66 Compensation |