Communication Cycle
What is the primary goal of communication in a pharmacy?
To ensure messages are sent and received accurately and understood.
What type of communication uses spoken words?
Verbal
What type of listening involves fully attending to the speaker and confirming understanding?
Active listening.
What professional quality involves protecting a patient’s private information?
Confidentiality
What should a technician do first when a frustrated customer begins speaking?
Remain calm and listen actively to the customer’s concerns.
Who initiates communication by creating and sending a message?
Sender
What type of communication includes facial expressions and body language?
Non verbal
What type of feedback is respectful, responsive, and encourages communication?
Positive or open feedback.
What term means respecting a patient’s right to make informed healthcare decisions?
Autonomy
What should a technician do if a customer conflict escalates beyond their control?
Involve or alert the pharmacist.
What is the medium that carries a message from sender to receiver?
channel
According to the chapter, what is the most important nonverbal communication skill?
Maintaining good eye contact.
What type of feedback may involve defensive responses or disrespectful tone?
Negative or closed feedback.
What professional quality means being truthful with patients and coworkers?
Honesty
What defense mechanism involves refusing to acknowledge a problem?
Denial
What is the response returned to the sender after a message is interpreted?
Feedback
What vocal feature involves changes in pitch that can alter the meaning of a sentence?
Inflection
What communication technique involves restating or summarizing a speaker’s message in your own words?
Active listening through paraphrasing or summarizing
What should a technician do when a patient has difficulty understanding English?
Use plain language and appropriate language assistance or translated instructions; verify understanding
What defense mechanism involves justifying unreasonable behavior with seemingly logical explanations?
Rationalization
Name the five main parts of the communication cycle in order.
Sender, message, channel, receiver, feedback.
Name three examples of negative nonverbal communication in a pharmacy.
Crossed arms, rolling eyes, sighing, turning away, or avoiding eye contact. Any three.
Name three guidelines for giving effective feedback.
Be clear and specific, focus on changeable behavior, use “I” statements, choose the right time, and be brief and honest. Any three.
Name three communication barriers identified in the chapter.
Noise/crowding, language differences, hearing impairment, prejudice, or special circumstances such as severe pain. Any three
Name three important rules of professional telephone etiquette in the pharmacy.
Identify the pharmacy and yourself, listen carefully, determine the purpose of the call, offer assistance or route to the pharmacist, and communicate courteously. Any three.