Ch36- Communication

Question 1

position of the body with respect of the surrounding space

Answer 1

posture

Question 2

perceived territory

Answer 2

spatial awareness

Question 3

the way one holds or moves the arms or hands

Answer 3

hand gestures

Question 4

speaking should remain calm confident and respectful

Answer 4

tone of voice

Question 5

works with physician and often calls in a prescription

Answer 5

nurse

Question 6

the person coming to the pharmacy for the prescription

Answer 6

consumer

Question 7

the pharmacists livelihood who is often contacted via telephone

Answer 7

representatives

Question 8

a patient’s right to self-determination

Answer 8

autonomy

Question 9

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

Answer 9

faithfulness

Question 10

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

Answer 10

honesty

Question 11

clearly understood sexual advances which pose risk to job security

Answer 11

sexual harassment

Question 12

cannot form language and express his or her thoughts accurately

Answer 12

expressive aphasia

Question 13

incapable of understanding all that is said

Answer 13

receptive aphasia

Question 14

may help with communication with non-speaking people

Answer 14

demonstrative gestures

Question 15

personal and social bias which brings about discrimination

Answer 15

prejudice

Question 16

characterized by pushing uncomfortable thoughts or conflicts out of consciousness

Answer 16

repression

Question 17

shifting one’s own unacceptable feelings unto another person

Answer 17

projection

Question 18

redirecting a socially unacceptable impulse into a socially acceptable act

Answer 18

sublimation

Question 19

responding to a perceived threat or conflict in an immature way

Answer 19

regression

Question 20

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

Answer 20

apathy

Question 21

Generally, Anglo-saxon americans require more

Answer 21

personal space

Question 22

what is true regarding written instructions?

Answer 22

They are not a substitute for verbal instructions

Question 23

An open posture would include

Answer 23

hands and arms to your sides

Question 24

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

Answer 24

feedback

Question 25

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

Answer 25

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

Question 26

Negative communication includes all the following except

Answer 26

looking directly at patients when you speak to them

Question 27

The most important nonverbal communication skill is

Answer 27

good eye contact

Question 28

What is true regarding written messages?

Answer 28

scraps of paper should not be used

Question 29

When dealing with a seriously ill patient, you should

Answer 29

avoid empty promises

Question 30

what is false regarding physical contact

Answer 30

in health care, it is always acceptable

Question 31

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

Answer 31

ask questions that encourage specific details related to information needed

Question 32

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

Answer 32

External noise

Question 33

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

Answer 33

denial

Question 34

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

Answer 34

compensation

Question 35

Hostile and cruel language intended to hurt someone

Answer 35

Sarcasm

Question 36

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

Answer 36

Rationalization

Question 37

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

Answer 37

internal noise

Question 38

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

Answer 38

ask the pharmacist to talk to the patient

Question 39

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

Answer 39

store manager

Question 40

State boards of pharmacy require pharmacies to maintain written documentation for

Answer 40

2 yrs

Question 41

With an angry patient, you should always

Answer 41

remain calm

Question 42

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

Answer 42

Elderly patients

Question 43

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

Answer 43

witness

Question 44

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

Answer 44

feedback

Question 45

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

Answer 45

pharmacy technician to pharmacy manager

Question 46

Negative or "closed" styles of receiving feedback include

Answer 46

patronizing

Question 47

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

Answer 47

feedback

Question 48

Good communication techniques include

Answer 48

demonstrating respect

Question 49

Messages are sent through a variety of

Answer 49

channels

Question 50

Most communication transmissions are

Answer 50

through body language

Question 51

What is not true regarding feedback?

Answer 51

It is designed to hurt the person sending it.

Question 52

Positive communication includes

Answer 52

encouraging patients to ask questions