Ch36- Communication Flashcards
position of the body with respect of the surrounding space
posture
perceived territory
spatial awareness
the way one holds or moves the arms or hands
hand gestures
speaking should remain calm confident and respectful
tone of voice
works with physician and often calls in a prescription
nurse
the person coming to the pharmacy for the prescription
consumer
the pharmacists livelihood who is often contacted via telephone
representatives
a patient’s right to self-determination
autonomy
the right to have health professionals provide services that promote the patients interest
faithfulness
patients have the right to tell the truth about their medical conditions
honesty
clearly understood sexual advances which pose risk to job security
sexual harassment
cannot form language and express his or her thoughts accurately
expressive aphasia
incapable of understanding all that is said
receptive aphasia
may help with communication with non-speaking people
demonstrative gestures
personal and social bias which brings about discrimination
prejudice
characterized by pushing uncomfortable thoughts or conflicts out of consciousness
repression
shifting one’s own unacceptable feelings unto another person
projection
redirecting a socially unacceptable impulse into a socially acceptable act
sublimation
responding to a perceived threat or conflict in an immature way
regression
A lack of feeling, emotion, interest, or concern is called
apathy
Generally, Anglo-saxon americans require more
personal space
what is true regarding written instructions?
They are not a substitute for verbal instructions
An open posture would include
hands and arms to your sides
Verbal expressions or body language expressing that the receiver understood the message she received is called
feedback
Before placing a person on hold, it is important to first
allow the caller to complete the introductory phase and explain the purpose
Negative communication includes all the following except
looking directly at patients when you speak to them
The most important nonverbal communication skill is
good eye contact
What is true regarding written messages?
scraps of paper should not be used
When dealing with a seriously ill patient, you should
avoid empty promises
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
Physical noise such as typing or traffic that interferes with hearing a message
External noise
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
denial
An unconscious mechanism by which an individual tries to make up for fancied or real deficiencies
compensation
Hostile and cruel language intended to hurt someone
Sarcasm
A psychoanalytic defense mechanism through which irrational behavior, motives, or feelings are made to appear reasonable.
Rationalization
An individual’s beliefs or prejudices that interfere with decoding a message.
internal noise
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
All of the following should be considered customers of the pharmacy, EXCEPT
store manager
State boards of pharmacy require pharmacies to maintain written documentation for
2 yrs
With an angry patient, you should always
remain calm
should be addressed as “Mr.” or “Mrs.” unless they tell you otherwise
Elderly patients
Which of the following is not part of the communication cycle?
witness
When information is communicated to a patient or customer, you should always look for
feedback
An example of a message sent via an upward channel would be one sent from
pharmacy technician to pharmacy manager
Negative or “closed” styles of receiving feedback include
patronizing
Which of the following terms describes the verbal and nonverbal evidence that a message was received and understood?
feedback
Good communication techniques include
demonstrating respect
Messages are sent through a variety of
channels
Most communication transmissions are
through body language
What is not true regarding feedback?
It is designed to hurt the person sending it.
Positive communication includes
encouraging patients to ask questions
