Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

PHT101 > Ch36- Communication > Flashcards

Ch36- Communication Flashcards

1
Q

position of the body with respect of the surrounding space

A

posture

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

perceived territory

A

spatial awareness

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

the way one holds or moves the arms or hands

A

hand gestures

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

speaking should remain calm confident and respectful

A

tone of voice

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

works with physician and often calls in a prescription

A

nurse

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

the person coming to the pharmacy for the prescription

A

consumer

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

the pharmacists livelihood who is often contacted via telephone

A

representatives

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

a patient’s right to self-determination

A

autonomy

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

the right to have health professionals provide services that promote the patients interest

A

faithfulness

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

patients have the right to tell the truth about their medical conditions

A

honesty

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

clearly understood sexual advances which pose risk to job security

A

sexual harassment

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

cannot form language and express his or her thoughts accurately

A

expressive aphasia

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

incapable of understanding all that is said

A

receptive aphasia

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

may help with communication with non-speaking people

A

demonstrative gestures

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

personal and social bias which brings about discrimination

A

prejudice

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

characterized by pushing uncomfortable thoughts or conflicts out of consciousness

A

repression

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

shifting one’s own unacceptable feelings unto another person

A

projection

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

redirecting a socially unacceptable impulse into a socially acceptable act

A

sublimation

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

responding to a perceived threat or conflict in an immature way

A

regression

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

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

A

apathy

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Generally, Anglo-saxon americans require more

A

personal space

22
Q

what is true regarding written instructions?

A

They are not a substitute for verbal instructions

23
Q

An open posture would include

A

hands and arms to your sides

24
Q

Verbal expressions or body language expressing that the receiver understood the message she received is called

A

feedback

25
Q

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

A

allow the caller to complete the introductory phase and explain the purpose

26
Q

Negative communication includes all the following except

A

looking directly at patients when you speak to them

27
Q

The most important nonverbal communication skill is

A

good eye contact

28
Q

What is true regarding written messages?

A

scraps of paper should not be used

29
Q

When dealing with a seriously ill patient, you should

A

avoid empty promises

30
Q

what is false regarding physical contact

A

in health care, it is always acceptable

31
Q

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

A

ask questions that encourage specific details related to information needed

32
Q

Physical noise such as typing or traffic that interferes with hearing a message

A

External noise

33
Q

A psychological defense mechanism in which confrontation with a personal problem or with reality is avoided by denying the existence of the problem or reality

A

denial

34
Q

An unconscious mechanism by which an individual tries to make up for fancied or real deficiencies

A

compensation

35
Q

Hostile and cruel language intended to hurt someone

A

Sarcasm

36
Q

A psychoanalytic defense mechanism through which irrational behavior, motives, or feelings are made to appear reasonable.

A

Rationalization

37
Q

An individual’s beliefs or prejudices that interfere with decoding a message.

A

internal noise

38
Q

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

A

ask the pharmacist to talk to the patient

39
Q

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

A

store manager

40
Q

State boards of pharmacy require pharmacies to maintain written documentation for

A

2 yrs

41
Q

With an angry patient, you should always

A

remain calm

42
Q

should be addressed as “Mr.” or “Mrs.” unless they tell you otherwise

A

Elderly patients

43
Q

Which of the following is not part of the communication cycle?

A

witness

44
Q

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

A

feedback

45
Q

An example of a message sent via an upward channel would be one sent from

A

pharmacy technician to pharmacy manager

46
Q

Negative or “closed” styles of receiving feedback include

A

patronizing

47
Q

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

A

feedback

48
Q

Good communication techniques include

A

demonstrating respect

49
Q

Messages are sent through a variety of

A

channels

50
Q

Most communication transmissions are

A

through body language

51
Q

What is not true regarding feedback?

A

It is designed to hurt the person sending it.

52
Q

Positive communication includes

A

encouraging patients to ask questions

PHT101 (10 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions