Pharmacy Business: Module 2 Review

Question 1

A lack of feeling, emotion, interest, or concern.

Answer 1

apathy

Question 2

The right of an individual to make informed decisions for his or her own good.

Answer 2

autonomy

Question 3

Spoken words, written messages, and body language.

Answer 3

channels

Question 4

The sharing of information, ideas, thoughts, and feelings.

Answer 4

comunication

Question 5

An unconscious mechanism by which an individual tries to make up for fancied or real deficiencies.

Answer 5

Compensation

Question 6

The person coming to you for the filling of prescriptions or the purchase of over-the-counter remedies for a wide variety of situations.

Answer 6

consumer

Question 7

Translation of a message by the receiver into what is perceived to be said.

Answer 7

decode

Question 8

Tools an individual uses when required to deal with uncomfortable or threatening situations.

Answer 8

defense mechanisms

Question 9

A psychological defense mechanism in which confrontation with a personal problem or with reality is avoided by denying the existence of the problem or reality.

Answer 9

denial

Question 10

The transfer of impulses from one expression to another, such as from fighting to talking.

Answer 10

displacement

Question 11

Inability of an individual to form language and express his or her thoughts accurately even though thought processes are intact.

Answer 11

expressive aphasia

Question 12

Physical noise such as typing or traffic that interferes with hearing a message.

Answer 12

external noise

Question 13

An individual’s beliefs or prejudices that interfere with decoding a message.

Answer 13

internal noise

Question 14

A preformed and unsubstantiated judgment or opinion about an individual or a group, either favorable or unfavorable.

Answer 14

prejudice

Question 15

A defense mechanism by which a repressed complex in the individual is denied and conceived as belonging to another person, such as when faults that the person tends to commit are perceived in or attributed to others.

Answer 15

projection

Question 16

A psychoanalytic defense mechanism through which irrational behavior, motives, or feelings are made to appear reasonable.

Answer 16

rationalization

Question 17

A physical limitation after certain neurological injuries, which leaves the person incapable of understanding all that is said.

Answer 17

receptive aphasia

Question 18

An unconscious defense mechanism involving a return to earlier patterns of adaptation.

Answer 18

regression

Question 19

A defense mechanism of keeping out and ejecting or banishing from consciousness an unacceptable idea or impulse.

Answer 19

repression

Question 20

Hostile and cruel language intended to hurt someone.

Answer 20

sarcasm

Question 21

Intentional, clearly understood statements or intentional, clearly understood action that causes another to feel that his or her job is at risk if the sexual advances are rejected.

Answer 21

sexual harassment

Question 22

An unconscious defense mechanism in which unacceptable instinctual drives and wishes are modified into more personally and socially acceptable channels.

Answer 22

sublimation

Question 23

Translation of a message by the receiver into what is perceived to be said.

Answer 23

decodes

Question 24

Pharmacy technicians must communicate effectively with patients, caregivers, and _____.

Answer 24

other health care providers

Question 25

Pharmacy technicians must be competent, caring, knowledgeable, and _____.

Answer 25

presentable

Question 26

The sender encodes the message through words, writing, or _____.

Answer 26

body language

Question 27

The sender _____ the message by choosing how to express it.

Answer 27

encodes

Question 28

A message must be complete, concise, clear, cohesive, and _____.

Answer 28

courteous

Question 29

The _____ is the path a message takes from sender to receiver.

Answer 29

channel

Question 30

Communication may be downward, upward, or _____.

Answer 30

horizontal

Question 31

The receiver _____ the message based on their understanding.

Answer 31

decodes

Question 32

_____ noise includes radios or outside disturbances.

Answer 32

External

Question 33

_____ noise includes the receiver’s own thoughts and opinions.

Answer 33

Internal

Question 34

Feedback includes verbal expressions or _____.

Answer 34

body language

Question 35

When giving feedback, you should be clear, positive, and _____.

Answer 35

specific

Question 36

Use "I" statements to give feedback and avoid _____.

Answer 36

generalizations

Question 37

Negative feedback is defensive, attacks, denies, and _____.

Answer 37

disrespects

Question 38

Negative feedback uses _____ listening.

Answer 38

inactive

Question 39

Negative feedback is rationalizing, patronizing, and _____.

Answer 39

superficial

Question 40

Positive feedback listens openly and is _____.

Answer 40

responsive

Question 41

Positive feedback employs _____ listening.

Answer 41

active

Question 42

Positive feedback is thoughtful, interested, and _____.

Answer 42

sincere

Question 43

Feedback should be timely, helpful, specific, and _____.

Answer 43

supportive

Question 44

Verbal communication includes words, tone, and _____.

Answer 44

inflection

Question 45

Technicians must write clearly because confusing writing can harm _____.

Answer 45

patient care

Question 46

Most communication is _____.

Answer 46

nonverbal

Question 47

Body language includes eye contact, facial expression, and _____.

Answer 47

hand gestures

Question 48

Nonverbal communication includes posture, space, and _____.

Answer 48

touch

Question 49

Direct eye contact shows _____ attention.

Answer 49

undivided

Question 50

Facial expressions can reinforce or dispel a patient’s _____.

Answer 50

fears

Question 51

Hand gestures can emphasize important parts of _____.

Answer 51

speech

Question 52

_____ and dress affect how others view us.

Answer 52

Grooming

Question 53

_____ is a lack of feeling, emotion, interest, or concern.

Answer 53

apathy

Question 54

_____ is hostile and cruel humor that harms others.

Answer 54

sarcasam

Question 55

When dealing with conflict, always remain positive, professional, and avoid _____.

Answer 55

confronting customers

Question 56

A _____ should be alerted if the conflict situation escalates.

Answer 56

Pharmacist

Question 57

Americans often require more _____ space than others, including Europeans.

Answer 57

Personal

Question 58

Your voice should always display an attitude of _____ and respect.

Answer 58

Helpfulness

Question 59

Posture is usually described as _____ or closed during communication.

Answer 59

open

Question 60

_____ posture signifies receptiveness and friendliness.

Answer 60

open

Question 61

_____ posture conveys anger or being upset.

Answer 61

closed

Question 62

Touching should be used _____ and therapeutically.

Answer 62

appropriately

Question 63

verbal messages are not usually as _____ as nonverbal messages.

Answer 63

believeable

Question 64

Face-to-face communication is the most _____ method.

Answer 64

common

Question 65

Your phone voice should be pleasant and _____.

Answer 65

professional

Question 66

Proper written _____ taking is essential when answering the telephone.

Answer 66

message

Question 67

Pharmacy records must be kept for _____ years.

Answer 67

two

Question 68

Pharmacy technicians should always be _____, pleasant, and courteous on the phone.

Answer 68

respectful

Question 69

Pharmaceutical representatives must stay informed about new medicines, research, and _____.

Answer 69

technology

Question 70

Professionalism is based on knowledge and _____ standards.

Answer 70

ethical

Question 71

_____ is an unprofessional breach of trust and confidentiality.

Answer 71

gossip

Question 72

Autonomy gives patients the right to make decisions about their own _____.

Answer 72

bodies

Question 73

Patients deserve honesty, caring, and _____.

Answer 73

connfidentiality

Question 74

Sexual harassment can occur at any level of the work _____.

Answer 74

enviroment

Question 75

Barriers to communication include noise, time constraints, and lack of _____.

Answer 75

privacy

Question 76

A good _____ helps establish rapport and ensures confidentiality.

Answer 76

environment

Question 77

Empathetic _____ is essential for communicating with terminally ill patients.

Answer 77

listening

Question 78

It’s important to use _____ language with confused or disoriented patients.

Answer 78

simple

Question 79

Language barriers may be helped with preprinted instructions in other _____.

Answer 79

languages

Question 80

Hearing impairment can cause poor _____.

Answer 80

communication

Question 81

Receptive aphasia affects receiving, while _____ aphasia affects expressing thoughts.

Answer 81

expressive

Question 82

Prejudice is a personal bias that may result in _____.

Answer 82

discrimination

Question 83

Negative communication includes speaking too quickly or appearing _____.

Answer 83

judgmental

Question 84

_____ are tools used to deal with threatening situations.

Answer 84

Defense mechanisms

Question 85

Redirecting a socially unacceptable impulse into a socially acceptable act is called:

Answer 85

sublimination

Question 86

Positive communication includes:

Answer 86

encouraging patients to ask questions.

Question 87

State boards of pharmacy require pharmacies to maintain written documentation for:

Answer 87

two years

Question 88

What is true regarding written instructions?

Answer 88

They are not a substitute for verbal instructions

Question 89

Shifting one’s own unacceptable feelings onto another person is called:

Answer 89

projection

Question 90

A psychological defense mechanism in which a person avoids confrontation with a personal problem or with reality is called ____________________.

Answer 90

denial

Question 91

A preformed and substantiated judgment or opinion about an individual or a group, either favorable or unfavorable, is referred to as:

Answer 91

prejudice

Question 92

Negative or “closed” styles of receiving feedback include:

Answer 92

patronizing

Question 93

When asking questions of a patient, it is more effective to:

Answer 93

ask questions that encourage specific details related to information needed.

Question 94

Which is an example of projection?

Answer 94

Having hostile feelings about another and stating that the other person “doesn't like” you

Question 95

Which of the following terms describes the verbal and nonverbal evidence that a message was received and understood?

Answer 95

feedback

Question 96

____________________ assures patients that information about their medical condition and treatment will not be given to third parties without permission.

Answer 96

confidentiality

Question 97

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:

Answer 97

ask the pharmacist to talk to the patient.

Question 98

T or F The pharmacy technician is often responsible for collecting money the patient owes to cover the cost of prescriptions and OTC drugs, vitamins, herbs, dietary supplements, medical supplies, and other store merchandise.

Answer 98

True

Question 99

Responding to a perceived threat or conflict in an immature way is called:

Answer 99

Regression

Question 100

T or F 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 sexual harassment.

Answer 100

True

Question 101

Personal and social bias that brings about discrimination is called ____________________.

Answer 101

prejudice

Question 102

A _______ is a medical credit card for prescription copays and select IRS-approved OTC items. Correct!

Answer 102

flex card