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

Question 1

Which of the following is an open-ended question?

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 1

D
Open-ended questions require more than a yes or no answer.

Question 2

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

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

Answer 2

D
Normally, denial is the first stage patients experience after discovering they are terminally ill. Denial is a defense mechanism during which the situation does not seem real.

Question 3

The best communicators:

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

Answer 3

C
The pharmacy technician should try to avoid speaking in the same tone all the time (monotone voice); doing so will lose the listener's interest and attention. The technician should also avoid talking too rapidly to a customer; the customer may not be able to follow what is being said. Talking very slowly may indicate that the technician does not know the answer. People prefer a low-pitched voice; high, squeaky tones can annoy the listener and result in the listener taking the technician less seriously; and a loud or extremely soft voice can annoy and irritate people. The best communicators speak in a medium tone of voice to ensure they can be heard, and they articulate their words.

Question 4

Which of the following pertain to spoken communication?

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

Question 5

What is an unwritten guideline or rule of behavior?

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

Question 6

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 7

Which of the following negatively impacts written communication?

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

Question 8

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 9

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 10

Most people judge others within ________ of first meeting them.

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

Question 11

How can pharmacies deal with non-English-speaking customers?

A)Employ bilingual staff members
B)Use translating software programs
C)Use pictograms
D)All of the above

Question 12

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

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

Question 13

Rolling the eyes or loudly sighing implies:

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

Question 14

Good communication skills include:

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

Question 15

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 16

Articulation means:

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

Question 17

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 18

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

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

Question 19

Communication channels include:

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

Question 20

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