Chapter 4

How to improve your Vocal Communication Skills

1) Try not to talk using the same tone all the time (monotone voice) because it loses the listener's interest and attention. 2) Do not talk to rapidly to a customer; the customer may not be able to follow what you are saying. 3) Talking very slowly indicates you do not know the answer; if the latter is the case, contact the pharmacist. 4) People prefer a lower pitched voice; high, squeaky tones can annoy the listener, and they can result in the listener taking you less seriously. 5) A loud or extremely soft voice can annoy and irritate people; speak in a medium tone of voice so you can be heard. 6) Articulation is extremely important; mumbling, mispronouncing words, or using slang is one of the fastest ways of sounding unprofessional. Speak in clear, crisp words and sentences.

If a call must be placed on hold, the technician should check back with the caller at __________ minutes.

1-2

Most people make a judgement of others within the first _____ seconds of meeting.

30

*Medication errors have been connected to:* A. Illegible handwriting B. Technician inexperience C. Poor phone etiquette D. All of the above

A

Compassion (definition)

A feeling of wanting to help someone who is sick or in trouble

Channel (definition)

A means of communication that can be a written message, spoken words, or body language.

Attitude (definition)

A mental disposition or feeling a technician adopts toward customers, co-workers, or duties at work

____________________________ is a communication technique in which listeners confirm understanding by restating or summarizing what they have heard in their own words.

Active listening

When a patient believes you understand how she feels, she is more inclined to share information that could assist with her care. (This is an example of an ________________________________)

An empathetic response

Etiquette (definition)

An unwritten guideline or rule of behavior

*If a technician has tried but is unable to resolve a customer'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

*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

*What is one of the best ways to handle a frustrated customer?* A. Ask another technician for help B. Listen intently C. Ask the customer to settle down D. All of the above

B

*Body language should convey an attitude of:* A. Friendliness and a sense of urgency B. Seriousness and professionalism C. Helpfulness and concern D. Service and dedication

C

*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

C

The _______________________ cycle involves two or more individual exchanging information.

Communication

The ___________________________ consists of a sender, a receiver, a message, various channels of communication, and feedback.

Communication cycle

Effective ___________________________________ skills are critical in achieving optimal patient satisfaction and trust.

Communication skills

A ________________ technician has excellent written and verbal communication skills.

Competent

Nonverbal communication (definition)

The act of giving or exchanging information without using spoken words

Pharmacy technicians communicate daily with co-workers, health care professionals, and _____________________.

Customers

*A person's voice can influence how the information is perceived based on:* A. Inflecton B. Speed C. Volume D. All of the above

D

*Good communication skills include:* A. Compassion B. Tact C. Diplomacy D. All of the above

D

*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

*Which of the following communication tasks is not one of the standard technician duties?* A. Handling angry patients appropriately B. Dealing with insurance representatives on the phone C. Taking customers refills over the phone D. Counseling patients on their medications

D

Virtually all __________________ consider basic communication abilities a prerequisite to hiring.

Employers

Name the five stages that terminally ill patients experience:

Denial, Anger, Bargaining, Depression, Acceptance

This shows the customer that you can see the situation from her point of view.

Empathetic response

The first step in eliminating barriers is to recognize that they ____________.

Exist

Rolling your eyes or sighing loudly shows _______________ and a lack of respect for the customer.

Impatience

In order to communicate clearly and make sure your message is understood you need to _______________________________.

Minimize distractions

_________________________________________, or body language, is the act of giving or exchanging information without using spoken words.

Nonverbal communication

This gets you more than just a "yes" or "no".

Open-ended questions

To provide __________________________ patient care, pharmacy technicians must have a clear understanding of the communication cycle.

Optimal

Active listening helps keep the focus on the ________________.

Patient

When all things are equal, such as price and availability, the ___________________________________________ is what makes the difference.

Pharmacy staff

If your facial expression is pleasant, the patient will most likely respond in a _________________________.

Positive manner

Pharmacy technicians must remember to always behave ____________________.

Professionally

Tact (definition)

The ability to do or say things without offending or upsetting other people

Communication (definition)

The ability to express oneself in such a way that one is understood readily and clearly

Verbal communication (definition)

The sharing of information by individuals through the use of speech

Diplomacy (definition)

The skill of dealing with others without causing bad feelings

Perception (definition)

The way a person thinks about or understands someone or something

________________________________________ are key components of a successful team.

Trust and communication

It shows the patient that the conversation is not just one way and that you care about his or her perspective.

Using open-ended questions