Chapter 3: Communication and Customer Care
How many Americans do not speak English as their pri- mary language? a. 30 million b. 21 million c. 44 million d. 46 million
30 million
Language is the leading communication barrier in the U.S. that affects one out of every people. a. 5 b. 10 с. 15 d. 20
5
consists of serious disputes, disagreements, or arguments. a. Barrier to communication b. Conflict c. Defense mechanism d. None of the above
Conflict
Pharmacists should be alerted for consultations in the fol- lowing situations, except for a. every new prescription b. every refill c. DUR prescriptions d. OTC advice
OTC advice
is the condition in which an individual hears normally with one ear, but has trouble hearing with the other. a. Hard of hearing b. Deafness c. Unilateral hearing loss d. Selective hearing
Unilateral hearing loss
The most important key to eliminating barriers to commu- nication is a. fully understanding the communication process b. recognizing that numerous barriers to communication exist c. knowing strategies on how to overcome communica- tion barriers d. being willing to recognize and eliminate communica- tion barriers as they arise
being willing to recognize and eliminate communica- tion barriers as they arise
A phone call is an example of which element of the com- munication process? a. channel b. context c. feedback d. message
channel
Offering a socially acceptable, or logical, explanation for an act is the defense mechanism known as a. intellectualization b. denial c. projection d. rationalization
rationalization
An involuntary exclusion of a specific thought or impulse is the defense mechanism referred to as a. displacement b. reaction formation c. repression d. sublimation
repression
Verbal communication methods include all of the follow- ing, except which one? a. diction b. pitch c. pronunciation d. silence
silence