Intro to Pharmacy

A good handshake should last between ____ seconds. A. 3 to 5 B. 1 to 2 C. 1 to 3 D. 3 to 4

A. 3 to 5

Conveying your message with awareness of how it is being received is known as.... A. Active speaking B. Active listening C. Passive speaking D. Passive listening

A. Active speaking

In which country is direct eye contact not preferred during communication? A. China B. Germany C. Mexico D. America

A. China

Which term defines a healthcare provider's ability to recognize social, cultural and linguistic needs of patients and meet their needs? A. cultural competence B. None of the answers are correct C. multicultural awareness D. diversity

A. cultural competence

Knowing which personal pronouns to use with a patient involves the patient's A. gender identity B. sexual orientation C. All of these answers are correct D. biological sex

A. gender identity

Which verbal communication factor conveys mood best? A. tone B. volume C. pitch D. pace

A. tone

If a coworker says, "you are always late to work," which element of communication might they improve on? A. using trigger words B. None of the answers are correct. C. being humble D. saving face

A. using trigger words

Whom should you first notify if you encounter or witness discrimination within your workplace? A. your supervisor and/or the human resources department B. your colleagues and supervisor C. the owner of the pharmacy or hospital D. none of the answers are correct

A. your supervisor and/or the human resources department

Which of the following are elements of active listening? A. reiterating what the speaker says B. All of the answers are correct C. providing a thoughtful response D. open posture and body language

B. All of the answers are correct

Everyday manners include A. not bragging B. All of these answers are correct C. avoiding profanity D. not checking phone while talking to someone

B. All of these answers are correct

According to the US Census Bureau, which is the 3rd most common language spoken in the United States? A. English B. Chinese C. Japanese D. Spanish

B. Chinese

Which religion has observance or holidays that might interfere with the dosing frequency of their member's prescriptions? A. Amish B. Islam C. Christian Science D. Jehovah's Witness

B. Islam

What abilities are demonstrated when displaying professional behaviors? A. acting ethically B. all of the answers are correct C. problem solving D. remaining calm

B. all of the answers are correct

A pharmacy technician did not ask when a patient would come back to pick up their medication. This would be a communication failure in which area? A. medication safety B. dispensing efficiency C. coworker interactions D. customer satisfaction

B. dispensing efficiency

In order to get further clarification during a conversation with a patient, the technician should ask A. emotional response questions B. open-ended questions C. yes or no questions D. multiple choice questions

B. open-ended questions

Being mindful of what might offend a patient or coworker during conversation is known as A. honesty B. tact C. humility D. generalization

B. tact

Which patient demographic may need additional explanation related to refill regulations? A. Norwegian B. Canadian C. Hispanic D. African American

C. Hispanic

Which telephone greeting conveys all the recommended components to be considered professional? A. Thank you for calling the pharmacy, this is mark, how can I help you? B. Good afternoon, this is Mark speaking how can I help you today? C. Thank you for calling Paradigm Pharmacy, this is Mark, how can I help you? D. Good afternoon, this is Paradigm Pharmacy how can I help you today?

C. Thank you for calling Paradigm Pharmacy, this is Mark, how can I help you?

Which system of care is also known as conventional medicine? A. Eastern medicine B. homeopathy C. Western medicine D. complementary and alternative medicine

C. Western medicine

When managing conflict, focus on ____ not personalities. A. attitudes B. perceptions C. behaviors D. beliefs

C. behaviors

What is a method to increase one's knowledge and cultural competency that is also useful for certification renewal? A. flash cards B. cultural immersion C. continuing education D. work experience

C. continuing education

When a technician holds the door open for an elderly patient entering the pharmacy, they are displaying which trait of cultural competency? A. respect B. diversity C. courtesy D. empathy

C. courtesy

Which of these is not an element of nonverbal communication skills? A. gestures B. posture C. empathy D. facial expressions

C. empathy

The beliefs other have about your performance in the workplace is known as A. professional image B. personal image C. professional reputation D. personal reputation

C. professional reputation

The combination of a person's mental, physical, emotional state and disposition is known as A. image perception B. self-image C. temperament D. self perception

C. temperament

According to the CareerBuilder Survey of employers, what percentage stated that soft skills were as important hard technical skill for employment? A. 95% B. 33% C. 40% D. 77%

D. 77%

Which of the following are elements of composing a professional email? A. Using spell check B. Including a signature C. Adding a pleasant greeting D. All of the answers are correct

D. All of the answers are correct

If a manager was giving the best scheduling shifts exclusively to all the male staff, this may be considered A. persecution B. harassment C. quid pro quo D. discrimination

D. discrimination

Which of the following actions is not an action listed to help improve one's social perception? A. feedback B. improvement C. observation D. evaluation

D. evaluation

Adherence to a code of values is known as A. flexibility B. accountability C. honesty D. integrity

D. integrity