Deck 4: Communication and Role of the Technician With the Customerpatient

Question 1

The skill of dealing with others without causing bad feelings is called:

A) Compassion
B) Diplomacy
C) Etiquette
D) Communication

Answer 1

Diplomacy

Question 2

One of the most prevalent concerns of retail pharmacy managers and pharmacists is the need for pharmacy technicians who are competent in the area of:

A) Communication
B) Compounding
C) Aseptic technique
D) Research

Answer 2

Communication

Question 3

An example of an open-ended question is:

A) Do you have any medication allergies?
B) Are you covered by medical insurance?
C) Have you had any prescriptions filled here?
D) Where do you normally get your prescriptions filled?

Answer 3

Where do you normally get your prescriptions filled?

Question 4

Which words in the following sentence should be emphasized for proper communication with a patient? "If you will wait a moment, I'll get the information you need."

A) If
B) Moment
C) Wait
D) None should be emphasized

Question 5

A pharmacies can deal with non-English-speaking customers by:

A) Employing bilingual staff members
B) By using translating software programs
C) Using pictograms
D) All of the above

Question 6

When serving patients, technicians should not:

A) Give the patient undivided attention
B) Speak clearly
C) Use technical medical terms
D) Allow patients to ask questions

Question 7

Good communication skills include:

A) Compassion
B) Diplomacy
C) Patience
D) All of the above

Question 8

Articulation means :

A) Speaking slowly
B) Speaking clearly, and avoiding slang
C) Speaking loudly
D) Maintaining eye contact while communicating

Question 9

The mental disposition or feeling a technician adopts when interacting with customers, patients, and coworkers or when performing duties at work is called:

A) Attitude
B) Ethics
C) Morals
D) Outlook

Question 10

The communication cycle consists of a sender, a receiver, a message, various channels of communications, and the ______________.

A) listener
B) feedback
C) talker
D) communicator

Question 11

Rolling the eyes or loudly sighing implies:

A) Interest
B) Stress
C) Impatience
D) Anger

Question 12

Communication channels include:

A) Written messages
B) Spoken words
C) Body language
D) All of the above

Question 13

When answering a telephone call, the technician should:

A) Identify his or her name and title
B) Carefully listen to the caller
C) Decide whether to forward the call to a pharmacist
D) All of the above should be performed

Question 14

Which of the following negatively impacts written communication?

A) Illegible handwriting
B) Grammatical errors
C) Typographical errors
D) All of the above

Question 15

Which of the following pertain to spoken communication?

A) Vocal
B) Verbal
C) Gestures
D) A and B

Question 16

An unwritten guideline or rule of behavior is:

A) Moral
B) Ethic
C) Etiquette
D) Attitude

Question 17

The best communicators:

A) Use a monotone voice
B) Speak very fast
C) Speak very clearly in a low-pitched voice
D) Speak loudly

Question 18

Most people judge others within ________ of first meeting them.

A) 30 seconds
B) 3 minutes
C) 10 minutes
D) 30 minutes

Question 19

When a technician shows customers that he or she can see the situation from their point of view, he or she is displaying:

A) Compassion
B) Empathy
C) Sympathy
D) Attitude

Question 20

Which stage is normally first when patients discover they are terminally ill?

A) Acceptance
B) Anger
C) Bargaining
D) Denial

Question 21

All of the following are stages that terminally-ill patient experience except:

A) Anger
B) Bewilderment
C) Bargaining
D) Depression

Question 22

Which of the following is an example of conveying stress to a customer?

A) Biting your lip
B) Frowning
C) Placing your hands on your hips
D) All of the above

Question 23

If you should have to place a patient on hold on the telephone you should check back with them every ________ minutes.

A) 1-2
B) 2-3
C) 3-4
D) 4-5

Question 24

When taking a message from a physician's office, the pharmacy technician should write it down and include:

A) How soon the information is needed
B) The caller's name
C) The purpose of the call
D) All of the above

Question 25

All of the following are appropriate behaviors for a pharmacy technician to do with their cell phone while working in a pharmacy except __________.

A) keeping personal calls to a minimum so you do not appear unfocused to the customers
B) keeping their cell phone out of site
C) texting on your cell phone while filling a prescription
D) turning their cell phone on vibrate