PharmTech Chapter 4 Review Questions

1. Good communication skills include:

A. Compassion

B. Tact

C. Diplomacy

D. All of the above

D. All of the above

2. Body language should convey an attitude of:

A. Friendliness and a sense of urgency

B. Seriousness and professionalism

C. Helpfulness and concem

D. Service and dedication

C. Helpfulness and concem

3. This form of communication is judged by others in the first 30 seconds of meeting:

A. Verbal

B. Nonverbal

C. Written

D. None of the above

B. Nonverbal

4. The primary purpose of having good communication skills is:

A. To order medications

B. To relate to pharmacy team members

C. To relate to customers

D. All of the above

D. All of the above

5 A person's volce can influence how the information is perceived based on:

A. Inflection

B. Speed

C. Volume

D. All of the above

D. All of the above

6. Medication errors have been connected to:

A. Illegible handwriting

B. Technician inexperience

C. Poor phone etiquette

D. All of the above

A. Illegible handwriting

7. Which of the following communication tasks is not one of the standard technician duties?

A. Handling angry patients appropriately

B. Dealing insurance representatives on the phone C. Taking customer refills over the phone

D. Counseling patients on their medication

D. Counseling patients on their medication

8. What is one of the best ways to handle a frustrated customer?

A. Ask another technician for help

B. Listen intently

C. Aşk the customer to settle down D. All of the above

B. Listen intently

9. If a technician has tried but is unable to resolve a cus- tomer's problem, what step should he or she take next?

A. Alert the police

B. Inform the pharmacist

C. Yell for the technician supervisor

D. Ask the customer what to do next

B. Inform the pharmacist

10. If any part of a prescription is illegible, technicians should:

A. Call the prescriber for clarification

B. Ask another technician for help

C. See what medication the patient is taking and try to figure it out on their own

D. None of the above

D. None of the above