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