ExCPT Chapter 4: Communication with Patients and Customers

Messages are sent through a variety of:

• mechanisms.
• channels.
• circuits.
• directions.

The message, sent from the sender to the receiver, should be:

• complete.
• ambiguous.
• illogical.
• audible.

An example of a message sent via an upward channel would be one sent from:

• pharmacy technician to patient.
• pharmacist to pharmacist.
• doctor to nurse.
• pharmacy technician to pharmacy manager.

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

• posture.
• gestures.
• feedback.
• projection.

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

• posture.
• gestures.
• feedback.
• projection.

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.

Negative or “closed” styles of receiving feedback include:

• engaging.
• sincere.
• respectful.
• patronizing.

When giving feedback, it is important to be:

• brutal.
• honest.
• patronizing.
• critical.

Most communication transmissions are:

• electronic.
• written.
• through body language.
• verbal.

The most important nonverbal communication skill is:

• appropriate hand gestures.
• good posture.
• good eye contact.
• pleasant facial expressions.