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Pharmacy Tech > Pharmacy Business Module 2 > Flashcards

Pharmacy Business Module 2 Flashcards

1
Q

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

A

apathy

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2
Q

The right of an individual to make informed decisions for his or her own good.

A

Autonomy

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3
Q

Spoken words, written messages, and body language.

A

channels

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4
Q

The sharing of information, ideas, thoughts, and feelings.

A

communication

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5
Q

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

A

compensation

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6
Q

The person coming to you for the filling of prescriptions or the purchase of over-the-counter remedies for a wide variety of situations.

A

consumer

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7
Q

Translation of a message by the receiver into what is perceived to be said.

A

decode

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8
Q

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

A

defense mechanisms

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9
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

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10
Q

The transfer of impulses from one expression to another, such as from fighting to talking.

A

displacement

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11
Q

Inability of an individual to form language and express his or her thoughts accurately even though thought processes are intact.

A

expressive aphasia

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12
Q

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

A

external noise

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13
Q

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

A

internal noise

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14
Q

A preformed and unsubstantiated judgment or opinion about an individual or a group, either favorable or unfavorable.

A

prejudice

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15
Q

A defense mechanism by which a repressed complex in the individual is denied and conceived as belonging to another person, such as when faults that the person tends to commit are perceived in or attributed to others.

A

projection

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16
Q

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

A

rationalization

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17
Q

A physical limitation after certain neurological injuries, which leaves the person incapable of understanding all that is said.

A

receptive aphasia

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18
Q

An unconscious defense mechanism involving a return to earlier patterns of adaptation.

A

regression

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19
Q

A defense mechanism of keeping out and ejecting or banishing from consciousness an unacceptable idea or impulse.

A

repression

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20
Q

Hostile and cruel language intended to hurt someone.

A

sarcasam

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21
Q

Intentional, clearly understood statements or intentional, clearly understood action that causes another to feel that his or her job is at risk if the sexual advances are rejected.

A

sexual harassment

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22
Q

An unconscious defense mechanism in which unacceptable instinctual drives and wishes are modified into more personally and socially acceptable channels.

A

sublimation

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23
Q

Generally, Anglo-Saxon Americans require more:

A

personal space

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24
Q

Redirecting a socially unacceptable impulse into a socially acceptable act is called:

A

Sublimination

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24
Q

Positive communication includes:

A

encouraging patients to ask questions.

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25
Q

State boards of pharmacy require pharmacies to maintain written documentation for:

A

two years

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26
Q

What is true regarding written instructions?

A

They are not a substitute for verbal instructions

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27
Q

Negative communication includes all of the following, except:

A

looking directly at patients when you speak to them.

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28
Q

Shifting one’s own unacceptable feelings onto another person is called:

A

projection

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29
Q

A preformed and substantiated judgment or opinion about an individual or a group, either favorable or unfavorable, is referred to as:

A

prejudice

29
Q

A psychological defense mechanism in which a person avoids confrontation with a personal problem or with reality is called ____________________.

A

denial

30
Q

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

A

feedback

31
Q

Negative or “closed” styles of receiving feedback include:
engaging.
sincere.
respectful.
patronizing.

A

patronizing.

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

Which is an example of projection?

A

Having hostile feelings about another and stating that the other person “doesn’t like” you

32
Q

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

A

feedback

32
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.

33
Q

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

A

confidentiality

34
Q

Responding to a perceived threat or conflict in an immature way is called:

A

regression

34
Q

TRUE OR FALSE The pharmacy technician is often responsible for collecting money the patient owes to cover the cost of prescriptions and OTC drugs, vitamins, herbs, dietary supplements, medical supplies, and other store merchandise.

A

TRUE

34
Q

What is not true regarding feedback?
It helps everyone to be more effective.
It is also called criticism.
It can let the sender know the message is communicated well.
It is designed to hurt the person sending it.

A

It is designed to hurt the person sending it.

35
Q

All of the following should be considered customers of the pharmacy, except:
nurses who call in prescriptions.
doctors.
store manager.
customers.

A

Store manager

36
Q

TRUE OR FALSE
Whenever any person makes intentional, clearly understood statements or actions that cause another to feel that his job is at risk if sexual advances are rejected is called sexual harassment.

A

TRUE

37
Q

Personal and social bias that brings about discrimination is called ____________________.

A

prejudice

37
Q

A _______ is a medical credit card for prescription copays and select IRS-approved OTC items.

A

flex card

38
Q

What is true regarding written messages?
Scraps of paper should not be used.
A message book should be discarded daily in the pharmacy.
They should be acted upon in order of receipt.
They are considered complete once they are written down.

A

Scraps of paper should not be used.

38
Q

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

A

feedback

38
Q

When giving feedback, it is important to be:

A

honest

38
Q

Which is an example of projection?
Refusing to take out the trash because you feel you are too important
Having hostile feelings about another and stating that the other person “doesn’t like” you
Refusing responsibility for making a dispensing mistake
Buying a new computer even though your current one works fine

A

Having hostile feelings about another and stating that the other person “doesn’t like” you

39
Q

Negative communication includes all of the following, except:
mumbling.
showing boredom.
rushing through explanations.
looking directly at patients when you speak to them.

A

looking directly at patients when you speak to them.

40
Q

When dealing with a seriously ill patient, you should:

A

avoid empty promises.

41
Q

The printer makes a humming noise when it prints labels, making it hard to hear when talking on the telephone.

A

external noise

42
Q

Everyone makes mistakes, so no big deal if a mistake is made just once a day.

A

rationalization

43
Q

The pharmacy clerk brags that she is always punctual; however, she has been written up twelve times for being late.

A

denial

44
Q

A patient in the pharmacy comes to the counter distressed because he cannot find his wallet. The clerk tells him she is too busy to listen and needs to wait on other customers.

A

apathy

45
Q

A stroke patient comes to the pharmacy to pick up her prescription. She has not been able to talk clearly since her stroke and writes everything down to communicate.

A

expressive aphasia

46
Q

Marty likes to work a lot since his mother died. It keeps his mind off his recent loss.

A

sublimation

47
Q

After Jenny takes care of an angry customer, she takes her frustration out on other coworkers.

A

displacement

48
Q

Tom keeps joking about the dispensing mistake that Susanne made whenever the pharmacy manager is around.

A

sarcasam

49
Q

Mr. Stevens, diagnosed with Alzheimer’s disease five years ago, does not remember the instructions the nurse gave him about his medications yesterday.

A

receptive aphasia

50
Q

Whenever there is an angry customer at the window, Kathy goes to the break room to avoid a possible unpleasant situation.

A

regression

51
Q

Most technicians find it hard to interact with Mrs. Newberry. Her high-pitched voice reminds everyone of a popular cartoon character.

A

internal noise

52
Q

Joe spends most of his time doing inventory control and is very good at it. His customer skills are poor and he prefers to work on the inventory.

A

compensation

53
Q

Generally, Anglo-Saxon Americans require more:

A

personal space

54
Q

For mentally disabled patients, you should:

A

remain calm if they become confused

55
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.

56
Q

TRUE OR FALSE: The pharmacy technician is often responsible for collecting money the patient owes to cover the cost of prescriptions and OTC drugs, vitamins, herbs, dietary supplements, medical supplies, and other store merchandise.

A

TRUE

57
Q

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

A

apathy

58
Q

Behavior based on a body of knowledge and ethical standards to serve the public is called ____________________.

A

professionalism

59
Q

Which of the following is not part of the communication cycle?
Message
Feedback
Witness
Receiver

A

Witness

60
Q

A psychological defense mechanism in which a person avoids confrontation with a personal problem or with reality is called ____________________.

A

Denial

61
Q

Responding to a perceived threat or conflict in an immature way is called:

A

regression

62
Q

Hostile or cruel language intended to hurt someone is called:

A

sarcasam

63
Q

The use of fax machines in pharmacy:

A

greatly improved efficency

Pharmacy Tech (9 decks)

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