Chapter 3 study Question
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
