Test 2

Question 0

These 3 elements of face-to-face communication are often referred to as the “three V’s,” which are:

Answer 0

1. Verbal
2. Voice
3. Visual

Question 1

Face-to-face communication incorporates what 3 elements?

Answer 1

1. Words
2. tone of voice
3. body language

Question 2

Message reception may be influenced by . . .

Answer 2

1. voice rate
2. volume
3. intonation
4. pitch

Question 3

_____________ communication includes: body language, facial expressions & appearance

Answer 3

Nonverbal

Question 4

Nonverbal communication may account for more than ______ % of the way messages are received.

Answer 4

90%

Question 5

Barriers to effective communication include

Answer 5

1. physical barrier
2. status differentials
3. time constraints
4. word choice
5. culture and gender differences

Question 6

One of the most common physical barriers to communication is __________.

Answer 6

distance

Question 7

physical barriers can also be ________ such as an office door or large desk

Answer 7

symbolic

Question 8

This type of communication is when the supervisor sends messages to employee and tends to command or instruct.

Answer 8

Downward communication

Question 9

This type of communication occurs when the employee sends a message to the supervisor and tends to inform

Answer 9

Upward Communication

Question 10

_______ barriers are very common in pharmacy settings due to work volume

Answer 10

time

Question 11

__________ barriers occur when people assign different meanings to words

Answer 11

Sematic

Question 12

T/F? Words with ambiguous of vague meanings should be avoided to minimize confusion.

Answer 12

True.

Question 13

Women are more likely to be ________ in workplace communication.

a. direct
b. indirect

Answer 13

b. indirect

Question 14

the act of hearing with thoughtful attention

Answer 14

active listening

Question 15

Active listening is affected by the 4 S’s. . . .

Answer 15

1. Speaker
2. Setting
3. Style
4. Subject

Question 16

When a manager actively listens to their employee, there is an increase in ___________, greater ______________ and better ____________.

Answer 16

cooperation, productivity, morale

Question 17

How can you improve listening?

Answer 17

remove barriers
focus on conversation
STOP talking, do NOT interrupt
D'C all other tasks and look directly at the person
listen for messages (verbal & nonverbal)
provide a response or feedback

Question 18

what are common mistakes that threaten authenticity?

Answer 18

• hesitance of distrust in words used to deliver message of characteristics of voice when message is delivered
• making potentially unpopular announcements without laying the groundwork
• telling well-intentioned lies or partial truths
• overlooking the effect of power on relationships

Question 19

What is active voice?

Answer 19

When the subject is performing the action

ex. “everyone must read the policy”

Question 20

What is passive voice?

Answer 20

When the subject is acted upon

ex. “the policy should be read by everyone”

Question 21

________ voice may be the better option when you do not want to assign blame, directly state who did something or communicate bad news.

Answer 21

Passive

Question 22

When are meetings appropriate?

Answer 22

when delivering a message that may elicit a strong reaction or when discussion is needed

Question 23

_________ voice should be used when an action is required such as writing letters or emails, business proposals, policies & procedures and other correspondance

Answer 23

Active

Question 24

When are memos appropriate?

Answer 24

when information is straightforward of unlikely to provoke a strong reaction from a reader

Question 25

What is used to assess an organization's internal strengths and weaknesses and external opportunities and threats?

Answer 25

SWOT analysis

Question 26

External opportunities and threats may be analyzed in terms of STEEP trends which are:

Answer 26

``` Social Technological Economic Ecological Political ```

Question 27

A SWOT analysis may serve as a complement to a _____________, which studies the dynamics of a market within an industry.

Answer 27

market analysis

Question 28

What are "Porter's five forces" used to conduct a market analysis?

Answer 28

1. threat of entry or new competition 2. threat of substitute products/services 3. bargaining power of consumers 4. bargaining power of suppliers 5. intensity of competitive rivalry

Question 29

What are "organizational outcomes that reflect the mission of the organization and provide movement toward realizing the vision?"

Answer 29

Long-term goals

Question 30

What are SMARTER goals?

Answer 30

``` Specific Measurable Acceptable Realistic Time-based Extending Rewarding ```

Question 31

The organization's long-term goals and aspirations

Answer 31

Vision

Question 32

The organization's purpose

Answer 32

Mission

Question 33

The organization's central priorities

Answer 33

Values

Question 34

The action plan details ______________ --> overarching activities that ensure an organization accomplished the goals of the strategic plan

Answer 34

strategies

Question 35

What should the action plan include?

Answer 35

``` SMARTER objectives Tactics necessary to achieve goals Timeline for accomplishing objectives assignment of responsibilities identification of available resources ```

Question 36

What are the 4 P's of marketing?

Answer 36

1. product 2. price 3. promotion 4. place

Question 37

What are 3 elements to the plan for monitoring and evaluating?

Answer 37

1. determine monitoring strategies 2. establish measures/metrics 3. set a schedule for evaluations