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WorksheetsExCPT Chapter 4: Communication with Patients and Customers
Total questions: 71
Worksheet time: 36mins
Name
Class
Date
1.
Messages are sent through a variety of:
a)
mechanisms.
b)
channels.
c)
circuits.
d)
directions.
2.
The message, sent from the sender to the receiver, should be:
a)
complete.
b)
ambiguous.
c)
illogical.
d)
audible.
3.
An example of a message sent via an upward channel would be one sent from:
a)
pharmacy technician to patient.
b)
pharmacist to pharmacist.
c)
doctor to nurse.
d)
pharmacy technician to pharmacy manager.
4.
Verbal expressions or body language expressing that the receiver understood the message she received is called:
a)
posture.
b)
gestures.
c)
feedback.
d)
projection.
5.
When information is communicated to a patient or customer, you should always look for:
a)
posture.
b)
gestures.
c)
feedback.
d)
projection.
6.
What is not true regarding feedback?
a)
It helps everyone to be more effective.
b)
It is also called criticism.
c)
It can let the sender know the message is communicated well.
d)
It is designed to hurt the person sending it.
7.
Negative or “closed” styles of receiving feedback include:
a)
engaging.
b)
sincere.
c)
respectful.
d)
patronizing.
8.
When giving feedback, it is important to be:
a)
brutal.
b)
honest.
c)
patronizing.
d)
critical.
9.
Most communication transmissions are:
a)
electronic.
b)
written.
c)
through body language.
d)
verbal.
10.
The most important nonverbal communication skill is:
a)
appropriate hand gestures.
b)
good posture.
c)
good eye contact.
d)
pleasant facial expressions.
11.
An open posture would include:
a)
arms folded in front of you.
b)
leaning back in your chair.
c)
avoiding eye contact.
d)
hands and arms to your sides.
12.
What is false regarding physical contact?
a)
In health care, it is always acceptable.
b)
It can be a powerful tool when utilized appropriately.
c)
It is often necessary when demonstrating application of a prescribed treatment.
d)
It is important to ask permission.
13.
When asking questions of a patient, it is more effective to:
a)
ask yes or no questions.
b)
ask questions that only require a limited response.
c)
ask questions that encourage specific details related to information needed.
d)
ask questions that require critical thinking.
14.
What is true regarding written instructions?
a)
They are always better than verbal instructions.
b)
They are not a substitute for verbal instructions
c)
They are legally required for all aspects of drug therapy.
d)
They are necessary in order to avoid one-on-one communication.
15.
Before placing a person on hold, it is important to first:
a)
allow the caller to complete the introductory phase and explain the purpose.
b)
explain that you are too busy, but will get to them soon.
c)
write down their name and number in case they are disconnected.
d)
tell them to call back later when you are less busy.
16.
What is true regarding written messages?
a)
Scraps of paper should not be used.
b)
A message book should be discarded daily in the pharmacy.
c)
They should be acted upon in order of receipt.
d)
They are considered complete once they are written down.
17.
The use of fax machines in pharmacy:
a)
is rarely used due to current laws.
b)
causes many errors compared to verbal communication.
c)
has greatly improved efficiency.
d)
increases privacy.
18.
All of the following are considered “dos” when using e-mail, except:
a)
use all upper case letters.
b)
delete all e-mails in which the sender cannot be identified.
c)
include part of the original e-mail you are responding to.
d)
keep e-mail address book up to date.
19.
State boards of pharmacy require pharmacies to maintain written documentation for:
a)
one year
b)
two years
c)
three years
d)
five years
20.
All of the following should be considered customers of the pharmacy, except:
a)
nurses who call in prescriptions.
b)
doctors.
c)
store manager.
d)
customers.
21.
Responding to a perceived threat or conflict in an immature way is called:
a)
progression.
b)
repression.
c)
regression.
d)
rationalization.
22.
Which is an example of projection?
a)
Refusing to take out the trash because you feel you are too important
b)
Having hostile feelings about another and stating that the other person “doesn't like” you
c)
Refusing responsibility for making a dispensing mistake
d)
Buying a new computer even though your current one works fine
23.
Redirecting a socially unacceptable impulse into a socially acceptable act is called:
a)
progression.
b)
rationalization.
c)
repression.
d)
sublimation.
24.
A lack of feeling, emotion, interest, or concern is called:
a)
empathy.
b)
apathy.
c)
sublimation.
d)
denial.
25.
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)
call the police.
b)
tell the patient to leave the premises.
c)
give the patient the prescription and call the insurance company.
d)
ask the pharmacist to talk to the patient.
26.
Which of the following is not part of the communication cycle?
a)
Message
b)
Feedback
c)
Witness
d)
Receiver
27.
Good communication techniques include:
a)
not looking directly at the patient.
b)
watching only your own body language.
c)
interrupting when you need to.
d)
demonstrating respect.
28.
With an angry patient, you should always:
a)
learn how to cause anger.
b)
defend yourself.
c)
remain calm.
d)
stay very close to the patient while talking.
29.
Shifting one’s own unacceptable feelings onto another person is called:
a)
projection.
b)
repression.
c)
rationalization.
d)
sublimation.
30.
A lack of feeling, emotion, interest, or concern is called:
a)
decoding.
b)
apathy.
c)
autonomy.
d)
regression.
31.
A preformed and substantiated judgment or opinion about an individual or a group, either favorable or unfavorable, is referred to as:
a)
prejudice.
b)
projection.
c)
displacement.
d)
regression.
32.
Hostile or cruel language intended to hurt someone is called:
a)
sublimation.
b)
sarcasm.
c)
prejudice.
d)
compensation.
33.
Elderly patients:
a)
are always frail or confused.
b)
should be praised for good behavior.
c)
are usually in denial.
d)
should be addressed as “Mr.” or “Mrs.” unless they tell you otherwise.
34.
For mentally disabled patients, you should:
a)
spend 50% less time with them than with normal patients.
b)
treat them the same as anyone else.
c)
remain calm if they become confused.
d)
call them by their first name.
35.
When dealing with a seriously ill patient, you should:
a)
judge the patient’s statements.
b)
avoid empty promises.
c)
abandon the patient.
d)
trivialize the patient’s feelings.
36.
Which of the following terms describes the verbal and nonverbal evidence that a message was received and understood?
a)
Communication
b)
Affirmation
c)
Feedback
d)
Noise
37.
Positive communication includes:
a)
listening to patients and other coworkers simultaneously.
b)
encouraging patients to ask questions.
c)
impressing patients with your pharmacy credentials.
d)
speaking sharply.
38.
Negative communication includes all of the following, except:
a)
mumbling.
b)
showing boredom.
c)
rushing through explanations.
d)
looking directly at patients when you speak to them.
39.
The right of an individual to make informed decisions for her own good is referred to as:
a)
compensation.
b)
autonomy.
c)
rationalization.
d)
repression.
40.
The goal of communication is (a) .
41.
The style of speaking and the words we choose to express ourselves is called (a) .
42.
Proper (a) is the act of speaking clearly and accurately.
43.
The position of the body with respect to the surrounding space is called (a) .
44.
Behavior based on a body of knowledge and ethical standards to serve the public is called (a) .
45.
The (a) principle states that patients have the right to the truth regarding their medical condition.
46.
(a) assures patients that information about their medical condition and treatment will not be given to third parties without permission.
47.
The right of patients to have health professionals who provide services in the patient’s own interest rather than a competing or conflicting interest is called (a) .
48.
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 (a) .
49.
Personal and social bias that brings about discrimination is called (a) .
50.
Tools an individual utilizes when required to deal with uncomfortable or threatening situations are called: (a) .
51.
A psychological defense mechanism in which a person avoids confrontation with a personal problem or with reality is called (a) .
52.
Attributing one’s own negative feelings to someone or something else unrelated to the situation is called (a) .
53.
The person who is purchasing prescriptions or over-the-counter remedies is also called the (a) .
54.
What are the five basic elements of the communication cycle?
4 lines
55.
What is the difference between external and internal noise?
4 lines
56.
What is feedback? Why is it important when communicating? What is the difference between negative and positive feedback? What are two examples of each?
4 lines
57.
What are seven items that should be noted when taking a telephone message?
4 lines
58.
What is autonomy? Give an example in pharmacy where you might see this principle used.
4 lines
59.
What are some barriers to communication that are common in community pharmacies?
4 lines
60.
The printer makes a humming noise when it prints labels, making it hard to hear when talking on the telephone.
a)
external noise
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
61.
Everyone makes mistakes, so no big deal if a mistake is made just once a day.
a)
rationalization
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
62.
The pharmacy clerk brags that she is always punctual; however, she has been written up twelve times for being late.
a)
denial
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
63.
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
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
64.
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
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
65.
Marty likes to work a lot since his mother died. It keeps his mind off his recent loss.
a)
sublimation
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
66.
After Jenny takes care of an angry customer, she takes her frustration out on other coworkers.
a)
displacement
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
67.
Tom keeps joking about the dispensing mistake that Susanne made whenever the pharmacy manager is around.
a)
sarcasm
b)
receptive aphasia
c)
compensation
d)
internal noise
e)
displacement
68.
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
b)
sarcasm
c)
compensation
d)
internal noise
e)
displacement
69.
Whenever there is an angry customer at the window, Kathy goes to the break room to avoid a possible unpleasant situation.
a)
regression
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
internal noise
70.
Most technicians find it hard to interact with Mrs. Newberry. Her high-pitched voice reminds everyone of a popular cartoon character.
a)
internal noise
b)
receptive aphasia
c)
sarcasm
d)
compensation
e)
displacement
71.
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
b)
receptive aphasia
c)
sarcasm
d)
internal noise
e)
displacement
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