Chapter 3 study Question

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Which of the following is an example of a message

- An action - An emotion - A word

Which of the following is not a characteristic of a profession

Creativity and innovation

What is defined as the process of formally recognizing professional or technical competence

Credentialing

Which of the following are examples of customer service provided by a pharmacy

- Acknowledging the customer -Contacting a patients physician for a new or refill prescription - Maintaining proper quantities of medication in the pharmacy

Which of the following will influence and individuals work ethic

- Childhood experiences - Family Life - Praise

Which of the following is not appropriate to be worn in a pharmacy

- Clothing that is ripped and contains numerous holes or noticeable patches - Matted Hair - Pierced eyebrows and lips

Which of the following is a trait of a professional

- Commitment of self-improvement - Conscience and trustworthiness - Pride in Profession

Which of the following is an advantage of having a positive attitude

- Improved customers retention - Increased number of prescription filled by a pharmacy - Increased profitability for the pharmacy

Which of the following functions does a receiver perform

-Decodes a message - Interrupts a message - Receivers a message

How many different types of customers does a pharmacy serve

Two

What is defined as the action of understanding, being aware of and being sensitive to the feelings, thoughts and experience of another?

Empathy

Which of the following is not a component of the communication process

Noise

What is defined as the study of the nature, degree, and effect of the spatial separation individuals naturally maintain

Proxemics

Which of the following is least likely an example of an external customer

The pharmacy technician b/c they are internal

Which organization recognizes approved continuing education units for pharmacy technicians

ACPE

What is defined as the process by which a private association or government agency grants recognition to an organization that has passed/met certain established criteria

Accreditation

Which of the following examples of body language may convey to a customer the pharmacy technician is being defensive

Arms crossed on chest

What is defined as the sympathetic consciousness of others distress together with a desire to alleviate it?

Compassion

Which of the following is least likely an example of upward communication in a pharmacy

Contacting a patient about a recalled prescription medication


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