Conflict General
Pseudo, Simple, Ego
Name the 3 sections of a cover letter
Introduction, body, and conclusion
What conflict style involves finding a win-win solution for all parties?
Collaborating
What is the term for repeating back instructions to confirm understanding?
Teach-back method.
Name an advantage to cultural competence
o Reduction of verbal and non-verbal miscommunications
o Increased patient trust
o Enables an increase in patient compliance related to treatment
Name 2 misconceptions about conflict
Conflict should be avoided at all costs
Conflict only occurs because people do not understand on another
Conflict can always be resolved
What are employers looking for when they view your resume?
o “What can you do for us?”
o Does the resume look good?
(formatting, spelling, etc.)
o Reads easily (headings, typeface,
spacing, punctuation)
o Provides information the employer
needs to decide whether to interview
the applican
Which style is used when someone avoids addressing a conflict altogether?
Avoiding
What is Relational Conflict?
Conflict in a group directed toward people
Remembering your ethical obligation of __________ will help to guide you in your interactions with patients from different cultural backgrounds
Autonomy
Name the differences among members in a group that can cause conflict (name 3)
• Perception
• Personality
• Knowledge
• Culture
• Power and status
• Procedural expectations
Name 3 things you should do when building a resume
• Grab the reader’s attention
• Capture the reader’s interest
• Encourage reader to contact you
• Change resume for every job
• Use descriptive words
• Use key words from posting
• Use action verbs
• Keep it short and simple
What is the downside of the accommodating style in a pharmacy setting?
Your own needs may not be met, leading to burnout or resentment.
Define the term “interprofessional communication.”
Communication between professionals from different disciplines to coordinate patient care.
Which element of cultural competency will enable you to avoid imposing your own opinions and beliefs onto the patient
Cultural awareness
Name 2 reasons Conflict may occur
o 2 (or more) people want the same thing, yet both cannot have it
o People believe they have been treated unfairly
o People think they are entitled to something that they didn’t receive
Name 4 things you should NOT do when building a resume
• Use coloured paper or ink
• Lie, or even exaggerate
• Provide an unprofessional email
address ie.
sexyvixen@hotmail.com
• Write down everything
• Have any spelling errors
• Use "I" statements
• Sign and date resumes (this is for
cover letters)
Describe a situation where compromising would be the best resolution strategy
When both parties need to make small concessions to reach an agreement, like swapping shifts.
What does “active listening” involve?
Giving full attention, providing feedback, and confirming understanding.
What are the 4 areas that make up cultural competency?
• Cultural Awareness
• Cultural Knowledge
• Cultural Skill
• Cultural Encounter
You overhear a colleague discussing a patient’s medication in the breakroom. What should you do?
Remind them about confidentiality policies and report to a supervisor if needed.
What resume format is best suited to a recent graduate?
Functional or skills based resume
Match the conflict style to this behavior: “We’ll do it your way this time, but next time it’s my way.”
Compromising
What does PDAP stand for?
Professional Development and Assessment program
What outcomes can cultural incompetence lead to?
• Increased risk of ambiguity and miscommunication
• Reduced the quality of patient interaction
• Reduced patient satisfaction with the pharmacy
• Reduced adherence of therapeutic
recommendations