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!Pharmacy Tech year 1 > Professional Development in Pharmacy (314) > Flashcards

Professional Development in Pharmacy (314) Flashcards

1
Q

According to Mehrabian’s communication research, what percentage of communication is in the words that are spoken?

A

According to Mehrabian’s communication research, only 7% of communication is the words that are actually spoken.

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2
Q

According to Mehrabian’s communication research, what percentage of communication is from the way in which words are actually said?

A

According to Mehrabian’s communication research, 38% of communication is paralinguistic, the way in which words are said.

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3
Q

According to Mehrabian’s communication research, what percentage of communication is in facial expression?

A

According to Mehrabian’s communication research 55% of communication is in facial expression.

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4
Q

What qualities make a good listener?

A
  • Attentive/gives full attention
    • limit distractions
  • Repeat key points/reiterate
  • Good eye contact
  • Reply to emails
  • Facial expression/appropriate reactions/body language
  • Don’t talk over people
  • Aknowledge what they say
  • Write down important info
  • Conversation is two way
  • Look interested
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5
Q

What is an open question?

A

An open question is one that does not have a simple yes/no answer.

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6
Q

When would an open question be used?

A

An open question would be used when you want more detail or an explanation.

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7
Q

What is a closed question?

A

A Closed question is one with a simple single-worded answer.

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8
Q

When would a closed question be used?

A

A closed question would be used to limit conversation, for facts, confirmation and to build an understanding.

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9
Q

What is a leading question?

A

A leading question is suggestive and leans someone to your way of thinking.

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10
Q

When would a leading question be used?

A

Never use a leading question in pharmacy. Do not advertise over the counter remedies. Not even for use when asking health related questions.

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11
Q

What is a compound question?

A

A compound question is more than one question in the same sentence.

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12
Q

When would a compound question be used?

A

The use of compound questions is not advised as they confuse the patient.

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13
Q

What is a probing question?

A

A probing question is one which is worded to obtain more detail.

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14
Q

When would a probing question be used?

A

A probing question would be used to gain more detail or clarification.

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15
Q

What is the funnel questioning technique?

A

Starts with an open question

Followed by a probing question

Followed by a closed question

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16
Q

When would the funnel questioning technique be used?

A

Funnel questioning would be used to get an exact answer if the patient is providing information willingly.

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17
Q

What is the inverted funnel questioning technique?

A

Starts with a closed question

Followed with a probing question

Ending with an open question

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18
Q

When would the inverted funnel questioning technique be used?

A

The inverted funnel questioning technique would be used for someone who’s shy or not talking freely.

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19
Q

What is the procedure for dealing with a complaint?

A
  1. take the patient somewhere quiet to discuss
  2. follow the SOP
  3. make the customer aware of procedure so they know you’re following it
  4. record what the customer says
  5. repeat it back to them to clarify and so they feel like they’re being taken seriously
  6. forward complaint to someone who can deal with it
  7. ensure data remains confidential
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20
Q

What is the procedure for dealing with conflict?

A
  1. take the customer to a private area
  2. listen to the customer
  3. understand the problem, document what has been said and summarise it back to them
  4. ask questions
  5. show empathy
  6. take a seat whilst you investigate
  7. try to resolve the issue there and then
  8. report back findings to the customer
  9. apologise (on behalf of the department)
  10. if you can’t deal with it, find someone who can there and then
  11. must remain confidential
21
Q

What is teamwork?

A

Team work is the combined action of a group to provide an effective and efficient service.

22
Q

Why is teamwork important in the workplace?

A
  • take advantage of different people’s skills
  • run efficiently - get stuff done
  • transfer of knowledge
23
Q

What are the characteristics of a good team?

A
  • confident communication
  • good skill mix
  • coordinated
  • relaxed enough to come forward with complaints (comfortable)
  • equal share of responsibilities (participation)
  • professionality
  • a good leader, someone under + followers
  • well-defined roles
  • willingness to help co-workers
  • realistic goals
24
Q

Why is effective teamwork important in pharmacy?

A
  • runs smoothly
  • patients get effective & efficient service
  • good morale
  • higher productivity
25
Q

Why are clearly defined roles important?

A
  • eases workload of the individual
  • know where there is a problem
    • and know who to direct a problem to
  • structure to department
  • patient gets best possible care
  • avoids duplication
  • avoids confusion
26
Q

Who devised the questionnaire to assess which type of teamworker a person is?

A

Belbin devised the teamworker questionnaire.

27
Q

What are different strategies that might be used to handle problem relationships within the pharmacy team?

A

* performance management * Mediation * Discussion

28
Q

What is performance management in relation to handling problem relationships?

A

Performance management is an ongoing process of communication between a supervisor and an employee.

29
Q

What is mediation in relation to handling problem relationships?

A

Mediation involves a person resolving an issue between two disputing parties.

30
Q

What is discussion in relation to handling problem relationships?

A

Discussion is a process of talking to reach a decision or to exchange ideas.

31
Q

What is incorporated in the VARK theory of learning styles?

A

* visual * Auditory * Reading * Kinaesthetic

32
Q

What are the stages of Kolb’s experiential learning cycle?

A

* concrete experience –> * Reflective observation –> * Abstract conceptualism –> * Active experimentation –>

33
Q

Who added to Kolb’s learning cycle with their own distinct learning styles or preferences?

A

Honey and Mumford

34
Q

What were the four different learning styles identified by Honey and Mumford?

A

* activist * Theorist * Pragmatist * Reflector

35
Q

Which part of Kolb’s learning cycle does being a reflector relate to?

A

Diverging

36
Q

Which stage of Kolb’s learning cycle does being a theorist relate to?

A

Assimilating

37
Q

Which stage of Kolb’s learning cycle does being a pragmatist relate to?

A

Converging

38
Q

Which stage of Kolb’s learning cycle does being an activist relate to?

A

Accommodating

39
Q

What is the definition of classroom teaching?

A

Sitting at tables someone teaching.

40
Q

What are the advantages of classroom teaching?

A

* discuss ideas * Get questions answered

41
Q

What are the disadvantages of classroom teaching?

A

* the pace could be wrong for the individual * Disengaging * Not individualised * Lacks flexibility * Not linked to practical applications

42
Q

What is the definition of workplace teaching?

A

Teaching to a smaller group, more individualised. Can apply practical skills.

43
Q

What are the advantages of workplace teaching?

A

* more individual * Hands on

44
Q

What are the disadvantages of workplace teaching?

A

* finding time for it * Different people teach different ways * Distractions

45
Q

What is the definition of e-learning?

A

Done online in a ‘virtual learning environment’

46
Q

What are the advantages of e-learning?

A

* flexible * Go at your own pace * Cheap * Variety of resources

47
Q

What are the disadvantages of e-learning?

A

* can’t question * Isolating * Struggle with technology * Reliant on internet connection

48
Q

What are important considerations when planning a demonstration?

A

* preparation - where? Equipment, resources, class size * Practice - timing * Feedback * Practical element - engage, shows they understand * Prepare them - read SOPs * Testing * Assess learners prior knowledge * Summarise information * Give them feedback too * Need any more help

!Pharmacy Tech year 1 (22 decks)

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