Communication (LEC)

Question 1

What is interpersonal communication?

Answer 1

process of interaction and exchange of information, ideas, and messages between two or more people through verbal or nonverbal methods.

Question 2

Barriers to pharmacist-patient communication.

Answer 2

environment
pharmacy-related barriers
patient-related barriers
informational barriers
miscellaneous barriers

Question 3

What is intercultural communication?

Answer 3

a study and practice communication across cultural context

Question 4

LEARN cross cultural communication model

Answer 4

listen
explain
acknowledge
recommend
negotiate treatments

Question 5

Purpose of LEARN

Answer 5

build trust, open communication, and negotiate treatment with patients.

Question 6

Both parties involved have the opportunity to discuss the problem, sharing similarities and differences

Answer 6

LEARN

Question 7

SOLER cross cultural communication model

Answer 7

squarely face the pt
open posture
lean towards pt
eye contant
relax

Question 8

Allows pharmacists to convey a sense of respect to their patients and foster their trust

Answer 8

SOLER model

Question 9

ETHNIC cross cultural communication model

Answer 9

explanation
treatment
healers
negotiate
intervention agreement
collaboration

Question 10

Purpose of ETHNIC

Answer 10

have pts describe:
illness
treatments they tried
help they asked for

Question 11

Both the pharmacist and patient work congruently to encompass the patient, family, and traditional healers.

Answer 11

ETHNIC

Question 12

BATHE cross cultural communication model

Answer 12

background
affect
trouble
handling
empathy

Question 13

Purpose of BATHE

Answer 13

allows for:
brief counseling interventions
adress psychological issues
support pt needs and feelings

Question 14

What is satisfaction?

Answer 14

the extent to which patients’ and customers’ needs and wants are met

Question 15

List the four perspectives of customer service evaluation

Answer 15

performance
affect-based
equity-based
disconformation

Question 16

What evaluation deals with determining satisfaction with characteristics of a particular service such as the physical environment of the pharmacy?

Answer 16

performace eval

Question 17

How can performance eval. done?

Answer 17

QR codes
tablets
surveys

Question 18

Evaluation that refers to emotional reaction that a patient or customer experiences as a result of the service

Answer 18

Affect-based eval.

Question 19

Evaluation that refers to a patient’s perceptions of fairness

Answer 19

equity-based

Question 20

patients and customers evaluate the gap between their expectations and perceptions of a service

Answer 20

disconformation

perceptions-expectation gap conceptualization

Question 21

What is the zone of tolerance?

Answer 21

zone including any level of service between desired and adequate.

Question 22

What is the extension of perceptions-expectations gap conceptualization?

Answer 22

zone of tolerance

Question 23

Percentage of service recovery efforts retention.

Answer 23

75% retention of customers

Question 24

Whats the primary reason of losing customer retention?

Answer 24

a single service failure