Communication

When responding empathetically to a patient, which statement is an example of mirroring? Select one: "So, what you're telling me is that you're in a lot of pain today." "It sounds like you're in a lot of pain today." "Hopefully this pain medication will help you." "That sounds painful."

"It sounds like you're in a lot of pain today."

Which technique should you implement to show your readiness to help over the telephone? Select one: Avoid using inflection. Speak in a very high or low pitch. Be silent instead of giving verbal nods. Smile even though the other person can't see you.

: Smile even though the other person can't see you.

Asking a patient, "What medications, foods, or dyes are you allergic to?" is an example of: Select one: A closed-ended question An open-ended question Pharmacy jargon Standard lingo

An open-ended question

Mr. Martin is Deaf. What is the best way for you to communicate with him? Select one: Speak slowly and exaggerate certain words to allow him to read your lips. Ask Mr. Martin what his preferred method of communication is. Have Mr. Martin bring in his sign language interpreter. Write down everything you want to ask Mr. Martin.

Ask Mr. Martin what his preferred method of communication is.

Your pharmacy manager applauds your communication skills when talking with nurses over the phone. Which technique are you likely using in your telephone communications? Select one: Asking the nurse to call you back when your busy Asking for the nurse's contact information Avoiding the establishment of hold times Avoiding the use of your name and title

Asking for the nurse's contact information

What would you tell a colleague about written communication? Select one: Save time by using texting and other abbreviations on electronic notes. There is no need to include the date and time on handwritten notes. Avoid leading questions when clarifying a note with a coworker. Repeat words and include pictures to reduce confusion.

Avoid leading questions when clarifying a note with a coworker.

What is a characteristic of team-based care? Select one: Annual visits with each primary healthcare professional Tailored to the needs and preferences of the primary care physician Based on a shared responsibility between patients and healthcare professionals Includes one primary care physician and limited healthcare providers from one facility

Based on a shared responsibility between patients and healthcare professionals

Speaking at an appropriate speed over the phone: Select one: Shows you care Can help you speak clearly Prompts the listener to ask questions Gives the impression you lack confidence

Can help you speak clearly

What can you share with a colleague about the management of chronic diseases? Select one: Medications are the last resort for managing chronic disease. Community pharmacists are the most assessable healthcare professional to help manage chronic disease. Pharmacy team involvement in the management of chronic diseases can result in a decrease in medication adherence. The high demand for pharmacy professionals to collaborate with prescribers in the management of chronic disease is due to the pharmacist shortage.

Community pharmacists are the most assessable healthcare professional to help manage chronic disease.

Which pharmacy service is a good example of providing team-based care? Select one: Comprehensive MTM services DME and OTC counseling Medication synchronization Same day Rx delivery

Comprehensive MTM services

What is an important way to develop mutual respect when you communicate with a nurse? Select one: Agree with what the nurse is saying even if you disagree. Consider all healthcare professionals involved with a patient as part of one team. Engage in heated disagreements after other communication techniques have failed. Avoid double-checking on an unresolved issue since it may seem condescending.

Consider all healthcare professionals involved with a patient as part of one team.

what is a characteristic of team-based care? Select one: Continuous over time and between visits Limited to the healthcare providers within one facility Tailored to the needs and preferences of the healthcare provider Based on a shared responsibility between different members of the pharmacy staff

Continuous over time and between visits

Which action can help improve communication and relationships between pharmacies and prescribers' offices? Select one: Using the pharmacy's preferred communication method to get in touch with the prescriber Choosing electronic communication for urgent matters and telephone calls for matters that are less urgent Providing extra information about an issue, even if it might not be relevant, to ensure the prescriber has all the information he/she could possibly need Developing a follow-up system to check on issues waiting to be resolved, to prevent your requests from falling through the cracks

Developing a follow-up system to check on issues waiting to be resolved, to prevent your requests from falling through the cracks

Which strategy should you use when communicating with a blind patient? Select one: Avoid using words like "see," "watch," or "look." Use braille labels since most blind patients can read this language. Don't walk away in the middle of the conversation without letting the patient know. There is no need to introduce others that are part of the conversation if you identified yourself first.

Don't walk away in the middle of the conversation without letting the patient know.

What strategy should you use as a pharmacy technician to help patients who have been discharged from the hospital? Select one: Put their new medications on your pharmacy's automatic refill system. Ensure they receive pharmacist counseling on new meds and regimens. Encourage them to continue all pre-admission medications and regimens. Making sure all of their new medications are substituted with a generic version.

Ensure they receive pharmacist counseling on new meds and regimens.

Ms. Langston has spent most of her day at her physician's office and is ready to get her meds and go straight home. How can you show Ms. Langston you acknowledge her feelings and situation? Select one: Give an empathetic response. Encourage her to switch physicians. Repeat back your feelings and concerns. Ask her follow-up questions about her day.

Give an empathetic response.

Mr. Chen is a Deaf patient who comes into the pharmacy to get a new prescription. What is the best way for you to communicate with him? Select one: Have Mr. Chen take the lead using his preferred method of communication. Write any questions you have for Mr. Chen in cursive on a piece of paper. Use medical jargon so he better understands while reading your lips. Tell Mr. Chen to bring in a sign language interpreter or call 711.

Have Mr. Chen take the lead using his preferred method of communication.

What is a benefit of effective communication? Select one: Improvement of workflow Growth in pharmacy profits Lessen the need for teamwork Increase the number of distractions

Improvement of workflow

What is a characteristic of a PCMH? Select one: Uses a "value-for-service" model to coordinate care Uses a "fee-for-service" model to decrease cost of care Provides and aligns payment incentives across all healthcare stakeholders Involves primary care providers coordinating patient care within their practice

Involves primary care providers coordinating patient care within their practice

Your pharmacy is interested in starting a program aimed at addressing transitions of care. What would be an ideal role for a pharmacy technician? Select one: Providing discharge counseling Keeping medication lists current Answering questions about the patient's new drug regimen Letting patients know what to expect from their new medications

Keeping medication lists current

Mr. Adino has a difficult time understanding health and medical information. Which technique will help him understand how to take his medication? Select one: Labeling the vial with simple instructions Using pharmacy jargon on the prescription label Attaching the package insert with the prescription Providing a printed patient information sheet about his medication

Labeling the vial with simple instructions

You are working on incorporating active listening into your daily interactions with other healthcare professionals. Which strategy should you use to achieve the active listening goal? Select one: Listen then repeat back a summary of what was said Nod or verbalize agreement every 10 to 15 seconds Create a written record Ask a lot of questions

Listen then repeat back a summary of what was said

Taking a long time to fill out a new patient profile form could indicate the patient has: Select one: Low health literacy High health literacy Low health learning High health learning

Low health literacy

What should you tell a colleague about communicating with transgender or gender diverse patients? Select one: It's best to use the patient's name if you're unsure which pronoun to use. It's best to disregard your mistake if you refer to the patient by the wrong name or pronoun. It's okay to refer to a patient by a different name and pronoun when they are not present in the pharmacy. It's okay to ask questions about the patient's personal life even if it's out of the scope of the care you're providing.

Make sure your face is fully visible when speaking with the patient.

Which strategy should you use when communicating face-to-face with diverse populations? Select one: Speak slowly. Provide the patient with as many details as possible. Make sure your face is fully visible when speaking with the patient. Assume many patients prefer to use written communication and pictograms.

Make sure your face is fully visible when speaking with the patient.

Which strategy should you use to communicate effectively with transgender or gender diverse patients? Select one: Address patients by calling them "Them" or "They." Only ask questions that are needed to provide care. Don't apologize if you call someone by the wrong name. Use the patient's appearance to determine their gender identity.

Only ask questions that are needed to provide care.

Ms. Rosales doesn't understand how to take her medication and speaks little English. What is one of the most effective strategies to use when using an interpreter? Select one: Use a family member, friend, or caregiver as an interpreter. Pause occasionally so the interpreter has time to relay the information. Look at and speak directly to the interpreter to ensure nothing gets missed. Avoid using pictures as this may be condescending to patients and disrupts the interpreter.

Pause occasionally so the interpreter has time to relay the information.

Which pharmacy service would make the most sense for collaboration with a prescriber's office as part of team-based care? Select one: Automatic refill programs Generic substitution OTC product counseling Preventive health screening

Preventive health screening

What can you share with a colleague about the management of chronic diseases? Select one: Chronic disease management accounts for 30% of physician visits. Primary care shortages are increasing the demand for pharmacy team involvement in chronic disease management. Pharmacy teams can help manage chronic diseases, but they don't have a role in the prevention of chronic diseases. Chronic diseases are not managed very well since they are the tenth most common cause of death and disability in the United States.

Primary care shortages are increasing the demand for pharmacy team involvement in chronic disease management.

What is a characteristic of an ACO? Select one: Uses a "fee-for-service" model to coordinate care Uses a "risk assessment" model to lower healthcare expenditure Provides and aligns payment incentives across all healthcare stakeholders Involves primary care providers coordinating patient care within their practice

Provides and aligns payment incentives across all healthcare stakeholders

How can you achieve openness in communication? Select one: Put yourself in the other person's shoes. Focus on what you are going to say next. Incorporate your assumptions into your response. Ask others not to interrupt while you get your point across.

Put yourself in the other person's shoes.

Which step best represents how to achieve openness when communicating with a prescriber's office? Select one: Question their biases. Put yourself in their shoes. Focus on your agenda. Offer feedback on what they can improve upon.

Put yourself in their shoes.

Which terms best describe how to incorporate active listening into your communication style? Select one: Acknowledgement and analysis Expression and interpretation Reflection and clarification Suggestion and replication

Reflection and clarification

Ms. Azikiwe is hard to understand over the phone. To demonstrate you have the correct information, you should have her: Select one: Use empathy Repeat back information Give a reflective response Ask open-ended questions

Repeat back information

What is an example of active listening? Select one: Repeating information back in a nonjudgmental way Multitasking while using verbal and nonverbal cues Maintaining eye contact while being silent and still Using open-ended questions and statements

Repeating information back in a nonjudgmental way

What is a core communication technique you should implement in your daily interactions with your colleagues to become an effective communicator? Select one: Using closed-ended questions Responding with empathy Passively listening Avoiding jargon

Responding with empathy

Nurse Felice is having trouble scanning a barcode on a medication, and is asking you for tips on how to scan the med. What is a SOLER technique that will let nurse Felice know he has your full attention? Select one: Repeating back information Asking closed-ended questions Squarely facing him while he speaks Answering the phone while talking to him

Squarely facing him while he speaks

Which strategy should you use to communicate effectively with culturally diverse patients? Select one: Tailor your communication style to each patient. Avoid asking targeted questions about the patient's beliefs. Ask the patient to look you in the eye to ensure they're listening to you. Use the patient's appearance and gestures to determine their health behaviors.

Tailor your communication style to each patient.

What should you tell a colleague about patients who have low health literacy? Select one: They usually have a physical disability. They can be of any age or income bracket. It is very uncommon in the U.S. It is unlikely to affect their medication adherence.

They can be of any age or income bracket.

Which element of communication allows you to create emotional effects through sound, the use of pauses, and the way you construct sentences? Select one: Body language Facial expressions Tone of voice Words

Tone of voice

Ms. Holkeri is a 95-year-old patient who comes into your pharmacy with her caregiver, Cindy, to get refills. Which strategy should you use to communicate effectively with older patients? Select one: Call Ms. Holkeri "honey" to establish trust. Shout since most older patients can't hear well. Use "I" and "you" pronouns to recognize Ms. Holkeri as an individual. Talk to Cindy first to follow her cues on how much to involve Ms. Holkeri in the conversation.

Use "I" and "you" pronouns to recognize Ms. Holkeri as an individual.

Which strategy should you use to communicate effectively with older patients? Select one: Call the patient "honey" or "dear" to establish trust. Speak loudly since most older patients can't hear well. Use the elderspeak technique to help alleviate confusion. Use normal sentences since simpler sentences aren't needed.

Use normal sentences since simpler sentences aren't needed.

Which communication technique should you use when communicating with a patient who speaks little to no English? Select one: Ask patients "Do you speak English?" Exaggerate words to enhance understanding. Use pictures to illustrate how to take a medication. Ask questions that require a "yes" and "no" response.

Use pictures to illustrate how to take a medication.

Which description best describes the three elements of communication? Select one: Using reflection, clarification, and empathy Using terminology, mirroring, and sympathy Using words, body language, and tone of voice Using dictionary, expressions, and attentiveness

Using words, body language, and tone of voice

Ms. Petrov is visually impaired. Which communication technique should you use when communicating with her? Select one: Avoid starting sentences with "see," "watch," and "look." Exaggerate gestures when giving verbal instructions. Call 711 to get a braille translator on the line. Verbally introduce yourself.

Verbally introduce yourself.