Chapter 4 : Communication

Question 1

What does the Communication Process consist of?

Answer 1

Sender/Source
Message
Channel/Mode of communication
Receiver
Feedback

Question 2

What are three types of communication?

Answer 2

Verbal, written, and nonverbal.

Question 3

What are examples of Verbal Communication?

Answer 3

Tone, level of pitch, phrasing, choice of words.

Question 4

Examples of Written Communcation?

Answer 4

Memos, email messages, ordering supplies and record keeping.

Question 5

Examples of Nonverbal Communication?

Answer 5

Eye contact, facial expressions, hand gestures, grooming/dress, body posture, physical contact or spatial awareness.

Question 6

What are some Methods of Communication?

Answer 6

Telephone/Telephone Skills
Cell Phones
Fax Machines
Computers
E-Mail
Networking Through the Internet
Telecommunication Conferences
Pager/Voicemail
Written Documentation

Question 7

What are some types of Customers in Pharmacy?

Answer 7

Consumers
Physicians
Nurses
Pharmaceutical Reps

Question 8

What are Characteristics of Professionalism?

Answer 8

Honesty
Reliability
Dependability
Integrity
Organization

Question 9

Definition of Autonomy

Answer 9

Establishes a patients right to self-determination.

Question 10

Definition of Confidentiality

Answer 10

This assures patients that information about their medical conditions and treatment will not be given to third parties without permission.

Question 11

Definition of Sexual Harrasment

Answer 11

Sexual Harassment occurs whenever any person makes intentional, clearly understood statements or takes intentional, clearly understood action that causes another to feel that his or her job is at risk if the sexual advance is rejected.

Question 12

What are some barriers to communication?

Answer 12

Environmental, Patients with Special Needs, Non-English-Speaking Patients, Hearing Impairment, and Prejudices.

Question 13

Definition of Prejudice

Answer 13

Personal and social bias, which brings about discrimination.

Question 14

Defense Mechanisms

Answer 14

Tools an individual uses when required to deal with uncomfortable or threatening situations.

Question 15

Regression

Answer 15

Responding to a perceived threat or conflict in an immature way.

Question 16

Projection

Answer 16

Shifting one’s own unacceptable feelings onto another person.

Question 17

Repression

Answer 17

Characterized by pushing uncomfortable thoughts or conflict out of consciousness to avoid the discomfort of confrontation.

Question 18

Rationalization

Answer 18

Giving reasonable justification to explain unreasonable behavior.

Question 19

Compensation

Answer 19

Exaggerating one acceptable characteristic to make up for an unacceptable one.

Question 20

Sublimation

Answer 20

Redirecting a socially unacceptable impulse into a socially acceptable act.

Question 21

Displacement

Answer 21

Giving one’s own negative feelings to someone or something else unrelated to the situation.

Question 22

Apathy

Answer 22

A lack of feeling, emotion, interest, or concern.

Question 23

Sarcasm

Answer 23

Hostile and cruel; some individuals use it constantly thinking it is witty.

Question 24

Denial

Answer 24

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