Test 1 Communication Principles and Barriers

Question 1

Define and illustrate each of the five elements of communication

Answer 1

• sender
• receiver
• message
• feedback
• barriers

Question 2

Identify 3 problems that can occur during the process of feedback

Answer 2

• Sender: Focuses on his/her message, failure to recognize feedback from the receiver
• Receiver: Failure to send feedback to the initial message sender
• Sender and Receiver: Overconfident and believe the messages they send were understood/interpreted correctly.

Question 3

Name 2 main categories of barriers

Answer 3

• Physical/Environmental barriers

- Personal barriers

Question 4

Identify strategies for overcoming any of the 6 types of pharmacist-related personal barriers

Answer 4

• step out of your comfort zone
• raise your awareness of internal thoughts
• ask open ended questions; make yourself available
• be empathetic in uncomfortable situations; raise your awareness about understanding what the pt needs
• focus on the pt, not just on delivering the message
• give tailored service to each individual pt; be aware that not all pts are the same

Question 5

List the 4 types of patient-related personal barriers

Answer 5

• Perceptions of health care providers
• Perceptions of illnesses
• Perceptions of what to do when ill
• Information overload

Question 6

State the 4 personal space zones and distances

Answer 6

• intimate: 18 in ; private conversations
• personal :18 in - 4 ft ; casual conversation
• social: 4-12 ft ; impersonal business
• public: >12 ft

Question 7

What do people do during personal space violations?

Answer 7

• close body posture
• create barriers
• stand rigid
• apologize
• avoid eye contact
• pretend you’re not touching

Question 8

Define expectancy violation theory

Answer 8

you need to invite the conversation and maintain an open body posture

Question 9

How does the expectancy violation theory impact patient interactions?

Answer 9

• you don’t mind if someone invades your personal space if you like something about them
• if you have nothing in common with them or don’t like the type of person the other person is, it’s a violation if they get too close

Question 10

List responsibilities you have in the communication process

Answer 10

• assuring message is transmitted clearly
• ask for feedback
• make sure receiver understands correctly
• listening to what is transmitted by the pt
• provide feedback
• don’t make assumptions
• be aware of barriers and reduce the ones you’re in control of

Question 11

Physical/Environmental barriers

Answer 11

• Easy to get pharmacist’s attention?
• Does it appear that the pharmacist wants to talk to patients (is available)?
• Is the prescription area conducive to private conversation?
• Do you have to talk to the pharmacist through a third party?
• Is there a lot of background noise or other distractions?
• Is the pharmacist visible? (Can you see the pharmacist?)

Question 12

transactional communication

Answer 12

• occurs simultaneously when two people talk

- do not take turns talking

Question 13

What is a critical component in communication?

Answer 13

that the receiver assigns same meaning the sender intended