[ صيدلة ] : أسئلة Communication Skills- من أخوكم عبدالله الحضري

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[تفآؤل]

سمممممممممممي




1- Examples of environmental barriers are:

(A)

Crowded

(B)

Noisy

(C)

Books

(D)

A & B


2- Which of the following is a communication barrier:

(A)

Height of prescription counter

(B)

Drugs

(C)

Plants

(D)

All the above


3- Patient may not see the pharmacist due to:

(A)

Prescription counter

(B)

Drugs

(C)

Plants

(D)

None of the above


4- Environmental barriers include:

(A)

Noise like people talking

(B)

Desire of pharmacist to answer each phone call

(C)

Presence of technician between pharmacist & patient

(D)

All the above


5- Which of the following are personal obstacles?

(A)

Lack of self confidence

(B)

Past experiences & Fear of dying

(C)

Degree of personal shyness

(D)

All the above


　
　
6- We should do the following to avoid personal barriers:

(A)

Personal introspection of desire to communication

(B)

Change of pharmacist perception toward communication

(C)

Professional assistance

(D)

All the above


7- Administrative obstacles of communication are:

(A)

Manager believe that talking with patient is not a high priority

(B)

High prescription counter & Glass partition

(C)

Bars separating patient from pharmacist

(D)

All the above


8- Which is a barrier of communication?

(A)

Inappropriate time of talking

(B)

High prescription counter

(C)

Glass partition

(D)

None of the above


9- Effective communication includes:

(A)

Clear & Forceful speaking

(B)

Listening to patients

(C)

Understanding of patient thoughts and feeling

(D)

All the above


10- Communication habits that interfere with listening are:

(A)

Trying to do two things at once

(B)

Planning what you will say next

(C)

Focusing only on content, judging, person or message

(D)

All the above


11- Skills of effective listening include:

(A)

Summarizing

(B)

Paraphrasing

(C)

Empathic responding (Feeling reflection)

(D)

All the above


12- Non-verbal communication of effective listening include:

(A)

Patient caring

(B)

Attention to patient

(C)

Books

(D)

A & B


13- Listening barriers include:

(A)

Disinterest

(B)

Personality characteristics

(C)

Verbal battle

(D)

All the above


14- False security is considered as:

(A)

Listening barrier

(B)

Drug barrier

(C)

Plant barrier

(D)

Car barrier


15- Effective listening requires:

(A)

Full attention

(B)

Less attention

(C)

No attention

(D)

All the above


16- Giving advice is effective in the following conditions except:

(A)

Person is ready to take it

(B)

Person will to take it

(C)

Person is not ready to take it

(D)

A & B


17- Sarcastic response implies that the speaker feeling is:

(A)

Not important

(B)

Important

(C)

Very important

(D)

None of the above


18- Model of communication consists of:

(A)

Sender & Receiver

(B)

Message & Feedback

(C)

Interference

(D)

All the above


19- Message is composed of:

(A)

Verbal component

(B)

Non-verbal component

(C)

Bones

(D)

A & B


20- Non-verbal component of the message involves:

(A)

Message content

(B)

System used to send it

(C)

Emotions

(D)

A & B


21- Interference is classified as:

(A)

Physical

(B)

Psychological

(C)

Plants

(D)

A & B


22- Which of the following interfere with the message:

(A)

Telephone static

(B)

Broken hearing aid

(C)

Speech impediment

(D)

All the above


23- Pharmaceutical care depends on:

(A)

Developing trusting relationship with patient

(B)

Engaging open exchange of information

(C)

Reaching therapeutic goal

(D)

All the above


24- Pharmaceutical care is defined as:

(A)

Provision of drug therapy to improve patient quality of life

(B)

Manufacture of drugs

(C)

Study of drugs

(D)

None of the above


25- Advantages of communication include:

(A)

Establish relationship between provider & patient

(B)

Exchange of information

(C)

Manufacture of drugs

(D)

A & B


26- Effective communication can be achieved if:

(A)

Message components should be congruent

(B)

Active listening of sender & receiver

(C)

Ownership of sender & receiver

(D)

All the above


27- Factors, which determine clear sending of message, are:

(A)

Tone & Language

(B)

Static & Clutter

(C)

Congruence

(D)

All the above


28- Congruence between verbal & non-verbal components is achieved by:

(A)

Speaking about yourself & feeling in the first

(B)

Do not ignore your feeling

(C)

Being cognizant of your voice

(D)

All the above


29- Active listening is inhibited by:

(A)

Reacting prematurely

(B)

Reacting with judgment

(C)

Desire for attention

(D)

All the above


30- Examples of non-verbal communications are:

(A)

Behavior

(B)

Psychological response

(C)

Environmental interaction

(D)

All the above

************************************************** ***************

Second question: Put (T) for true sentence and (F) for false one.(10 marks)
1- Non-verbal communication include facial expression. (T)

2- There 8 levels of communication. (F)

3- The pharmacist should accept patient as autonomous person. (T)

4- The pharmacist should summarize the patient important information. (T)

5- The pharmacist should develop trusting relationship with the patient. (T)

6- The pharmacist should ask many closed ended questions. (F)

7- Communication model include feedback only. (F)

8- The pharmacist should use technical terms with patients. (F)

9- Prescription counter may be a barrier of communication. (T)

10- The pharmacist should show his interest to the patient. (T)
************************************************** ***************
Third question: Complete the following sentences:(10 marks)
1- Patient care may be called pharmaceutical care.

2- The pharmacist should be able to obtain optimum drug therapy.

3- On communication, the pharmacist should avoid closed ended questions.

4- During communication, the pharmacist should avoid unnecessary talk.

5- Inflammatory language is a barrier to listening.

6- Each message consists of verbal & non-verbal components.

7- Good listening involve understanding of information and feelings.

8- In appropriate time may be a barrier of communication.

9- An example of administrative barriers is limited number of staff.

10- The pharmacist can use phone to overcome time barrier.
************************************************** ***************
Fourth question: Give the medical terms of the following: (5 marks):
1- Capacity to send a message. (Encoding)

2- Responsible care of drug therapy to improve patient condition. (Pharmaceutical Care)

[تفآؤل]

1- Sarcastic response implies that the speaker feeling is:

(A)

Not important

(B)

Important

(C)

Very important

(D)

None of the above

2- Reassuring response is a means of avoiding:

(A)

Understanding speaker feeling

(B)

Drug

(C)

Plant

(D)

Book

3- Giving advice is effective when:

(A)

Person is ready to take it

(B)

Person will to take it

(C)

Person is not ready to take it

(D)

A & B

4- Full attention to the speaker is required to minimize:

(A)

Misperception

(B)

Misunderstanding

(C)

Drugs

(D)

A & B

5- Listening barriers include:

(A)

Fact hunting

(B)

Note taking

(C)

Half listening

(D)

All the above

　
　
6- Non-verbal communication of effective listening include:

(A)

Patient caring

(B)

Attention to patient

(C)

Books

(D)

A & B

7- Skills of effective listening include:

(A)

Summarizing

(B)

Paraphrasing

(C)

Empathic responding (Feeling reflection)

(D)

All the above

8- Communication habits that interfere with listening are:

(A)

Trying to do two things at once

(B)

Planning what you will say next

(C)

Focusing only on content, judging, person or message

(D)

All the above

9- Effective communication includes:

(A)

Clear & Forceful speaking

(B)

Listening to patients

(C)

Understanding of patient thoughts and feeling

(D)

All the above

10- Solution of time barriers of communication includes:

(A)

Contact patient by phone & e-mail at latter time

(B)

Writing information

(C)

Highlighting patient information

(D)

All the above

11- Administrative & financial barriers of communication include:

(A)

Limited number of staff members

(B)

Mechanics of dispensing prescriptions

(C)

High prescription counter

(D)

All the above

12- Patient obstacles (barriers) of communication include:

(A)

Patient perception of pharmacies

(B)

Belief that health care is impersonal

(C)

Patient perception of their medical condition

(D)

All the above

13- To overcome personal barriers, we should do the following:

(A)

Personal introspection of desire to communication

(B)

Change of pharmacist perception toward communication

(C)

Professional assistance

(D)

All the above

14- Many pharmacists believe that talking with patients is:

(A)

A high priority activity

(B)

Not a high priority activity

(C)

Drugs

(D)

All the above

15- Prescription area can be made as following:

(A)

Wider counter for computers & their printers

(B)

Area allows easy eye to eye contact

(C)

Comfortable waiting area

(D)

All the above

16- To prevent environmental barriers, the pharmacist should check:

(A)

Pharmacist visibility

(B)

Pharmacist attention

(C)

Prescription area conductive to private conversation

(D)

All the above

17- Pharmacist & patient should be at the level of:

(A)

Eye

(B)

Hand

(C)

Foot

(D)

All the above

18- Prescription counter exists in pharmacy to help:

(A)

Patient Identify where the pharmacist is located

(B)

Pharmacist looking over the store periodically

(C)

Private area of working for the pharmacist

(D)

All the above

19- Environmental obstacles (barriers) may cause:

(A)

Communication breakdown

(B)

Communication building

(C)

No effect on communication

(D)

All the above

20- Communication obstacles (barriers) include:

(A)

Environmental barriers

(B)

Fear & anxieties & administrative decisions

(C)

Lack of adequate time

(D)

All the above

21- Barriers of non-verbal communication include:

(A)

Lack of eye contact with the patient

(B)

Lack of interest

(C)

Facial expression are incongruent with verbal expression

(D)

All the above

22- Verbal communication include:

(A)

Vocalized language

(B)

Written words

(C)

Drugs

(D)

A & B

23- Communication with patient can be improved by:

(A)

Congruence between verbal & non-verbal components

(B)

Empathic responding

(C)

Avoid interference with receiver emotion

(D)

All the above

24- Active listening involves:

(A)

Find a feeling

(B)

Accept a feeling

(C)

Response

(D)

All the above

25- Responding to a message involves:

(A)

Active listening

(B)

Empathic responding

(C)

Plants

(D)

A & B

26- To improve congruence between verbal & non-verbal components, we:

(A)

Speak about yourself & feeling in the first

(B)

Do not ignore your feeling

(C)

Look the person to the eye

(D)

All the above

27- The criteria for effective interpersonal communication are:

(A)

Message components should be congruent

(B)

Active listening of sender & receiver

(C)

Ownership of sender & receiver

(D)

All the above

28- Communication has important functions like:

(A)

Establish relationship between provider & patient

(B)

Exchange of information

(C)

Manufacture of drugs

(D)

A & B

29- Patient care (pharmaceutical care) is defined as:

(A)

Provision of drug therapy to improve patient quality of life

(B)

Manufacture of drugs

(C)

Study of drugs

(D)

None of the above

30- Patient care may be called:

(A)

Pharmaceutical care

(B)

Physical care

(C)

Plant care

(D)

None of the above

************************************************** ***************
Second question: Put (T) for true sentence and (F) for false one.(10 marks)

1- Psychological interference of message may include closed mind. (T)

2- Non-verbal component of the message involves message content. (F)

3- Verbal component of the message includes emotions. (F)

4- Encoding is a defined as capacity to send a message. (T)

5- Communication model includes sender only. (F)

6- Communication is a process of drug manufacture. (F)

7- The pharmacist should read non-verbal messages of the patient. (T)

8- The patient should feel comfortable to talk to the pharmacist. (T)

9- The pharmacist should show his interest to the patient. (T)

10- Listener should be conscious of what other person is sending. (T)

************************************************** ***************
Third question: Complete the following sentences:(10 marks)

1- Noise may inhibit Communication.

2- Sarcastic response means that speaker feeling is not important.

3- Giving advice is effective when person is ready to take it.

4- The pharmacist should avoid closed ended questions.

5- An example of personal barriers is lack of confidence.

6- Distance between communicators should be 18 - 48 inches.

7- Message consists of verbal & non-verbal components.

8- A competent pharmacist should communicate effectively with the patient.

9- Sender is one person with some thing to say.

10- Congruence must be found between verbal and non-verbal messages.

************************************************** ***************
Fourth question: Give the medical terms of the following:

(5 marks):
1- Person who receive the message. (Receiver)

2- Counter separates the patient from the pharmacist. (Prescription Counter)

　

[تفآؤل]

1-Listneing ability can be improved by……………………..
a)overpower distractions.
b)maintain emotional control.
c)restructure what the other person is saying.
d)all of the above.
2-To maintain emotional control, we ………………..
a)recognize the common barriers & concentrate on overpower these barriers.
b)try to remain impartial.
c)restructure what the other person has said.
d)no one is true.
3-To overpower distractions ,we……………..
a)recognize the common barriers & concentrate on overpower these barriers.
b)try to remain impartial.
c)restructure what the other person has said.
d)no one is true.
4-To restructure what the other person is saying, we…………….
a)recognize the common barriers & concentrate on overpower these barriers.
b)try to remain impartial.
c)restructure what the other person has said.
d)no one is true.
5-In listening practice, when the active listening skills become more comfortable ,we will…………..…………..
a)practice listening with a friend who is aware what we are trying to do.
b)extend practice to friends & patients on the limited basis.
c)practice regularly of our personal life to full integration of active listening in our behavior.
d)no one is true.
6-Active listening may lead to……………………..
a) misunderstanding.
b)improve relation with patient due to greater empathy in the communications process.
c)decrease job satisfaction.
d)all of the above.
　
7-The attitude "I am an effective listener" lead to………………..
a)more attention to be communication process.
b)less attention to be communication process.
c)no effect on the attention.
d)no one is true.
8-……………is considered an essential communication skills in interviewing.
a)Listening.
b)Probing.
c)Use of silence.
d)All of the above.
9-To develop good listening skills, you must……………..
a)talking.
b)get rid of distractions.
c)not use eye contact.
d)react to the person not to ideas.
10-Use good eye contact will ………………….
a)break the concentration.
b)show the other person that you are indeed listening.
c)focus on what is being said & not if you like the person.
d)no one is true.
11-The technique which is used to ask questions in a way that provide the most accurate information is known as…………………………..
a)listening.
b)use of silence.
c)probing.
d)all of the above.
12-In probing………..………is considered before asking a question.
a)phrasing of the question.
b)timing of the question.
c)combination between open-ended & closed-ended questions most efficient for practice.
d)all of the above.
13-The pharmacist can help rapport process by using………………….
a)sincere.
b)friendly greeting.
c)courteous during the discussion.
d)all of the above.
　
　
　
14-The interview process depends on……………………….
a)types of information.
b)types of environment.
c)starting the interview.
d)all of the above.
15-The privacy of interview will………………………
a)allow both the pharmacist & the patient to express personal concerns.
b)allow to ask simple questions
c)allow to listen less effectively.
d)all of the above.
16-………………..is considered one of suggestions used to conduct a more efficient interview.
a)Making a recommendations during the information.
b)Jump to the conclusion without hearing all the facts.
c)Shift from one subject to another.
d)Guide the interviewer using a combination of open- & close- ended questions.
17-Bringing in interview to close is …………….starting the interview.
a)more simple than.
b)more difficult than.
c)the same as
d)no one is true.
18-Pateints, physicians & other health professionals have their main contact with the pharmacy by…………………..
a)e-mail.
b)telephone.
c)online chatting.
d)no one is true.
19-……………is considered one of suggestions to increase telephone effectiveness in relation to incoming calls. a)Cue yourself to smile before you pick up the telephone.
b)Before picking up the receiver be sure have a pen or pencil & pad ready.
c)Answer the telephone within the first three or four rings.
d)All of the above.
20-…………….is considered one of suggestions help to reduce communication errors associated with pharmacist initiated calls.
a)Identify yourself, your position, & the pharmacy first.
b)State in clear & don't begin with apologizing.
c)If the nature of your call will exceed more than couple of minutes ,ask the person if this is good time to talk for about 5-10 minutes.
d)All of the above.
　
21-Before you pick up a call, you must……………………….
a)sure that you have all information related to the call readily available.
b)determine whom you need to speak.
c)ask yourself is this call necessary.
d)all of the above.
22-A competent pharmacist should be……………………..
a)communicate ineffectively with the patient.
b)communicate effectively with other health professional or to layman on appropriate drug subjects.
c)less knowledgeable.
d)all of the above.
23-A competent pharmacist should ………………………
a)Be skilled enough in making & receiving telephone calls from other sections & to the sections.
b)Posses the ability to read the physical , facial or emotional gestures while communicating to the patients.
c)Be capable of handling uncooperative or illiterate patients.
d)all of the above.
24-The pharmacist must be able to communicate with patients to………………
a)show that you need to help.
b)establish professional credibility.
c)identify problems.
d)show that you can use the information.
25- The pharmacist must be able to communicate with physicians to……………
a)identify the problem.
b)assess how the patient is doing.
c)teach
d) show that you need to help.
26-………….is considered a component of the message.
a)Words.
b)Non verbal communication from the sender.
c)The receiver's life to that point.
d)All of the above.
27-…………….is an example of open ended questions.
a)Has your doctor told you to take this medication.
b)How has the doctor told you to take this medication.
c)Why you don't take this medication.
d)You usually don't forget to take this medication.
　
28-…………..are considered a factor affecting the interpersonal communication.
a)Environment.
b)Time.
c)Personal barriers.
d)All of the above.
29-……………is considered an example of personal barriers.
a)Lack of confidence.
b)Ability of the patient to respond.
c)Perception of the pharmacist.
30-………….is considered an example of patient barriers.
a)Lack of confidence.
b)Shyness.
c)Previous bad experience.
d)Ability of the patient to respond.
II)Write (T) or (F):
1-Listening ability can be improved by maintain emotional control. ( )
2-Restrucutre what the other person is saying is referred to as active listening.
( )
3-Listening effectiveness can be associated with improve performance & productivity in the work setting. ( )
4-Active listening leads to improve communication effectiveness ( )
5-A positive attitude that says "I can improve my listening ability" ( )
6-In general people are better receivers than senders of information. ( )
7-To develop good listening skills, you must react to the person. ( )
8-Asking a question in a way that provide the most accurate information is known as use of silence. ( )
9-An open-end question can be answered by "Yes" or "NO" ( )
10-A competent pharmacist can't handle with uncooperative or illiterate patients.
( )
　
III)Complete the following sentences:
1-………… what the other person is saying is the most powerful skill in listening.
2-Active listening leads to………… misunderstanding.
3-Active listening can lead to early detection of ………………..of drug therapy.
4-Active listening improve job..…………by enhancing confidence in community ability.
5-To develop good listening skills, you must use good ………….contact.
6-Several questions may leave the patient with a sense of being interrogated & therefore may…………. his level of defensiveness.
7-How has your doctor told you to take this medication? Is considered an example of ……………..question.
8-The pharmacist can aid his process by using…………….greeting.
9-Direct interview process apply to the interview where the interviewer looking for specific…………………..
10-To conduct a more efficient interview , we must………………. making recommendations during the information gathering phases of the interview.
IV)Write a medical terms of the following:
1-The technique which use questions in a way that provides the most accurate information. " ………………………………. "
2-Questions neither limits the patient response nor induces defensiveness.
"………………………………….. "
　

　


بس هذوول مش محلولين

[تفآؤل]

I)Choose the correct answer from the following:
1-There are numerous barriers which disrupt interpersonal interaction such as……
a)environmental barrier. B)Personal barrier.
c)Administrative barrier. D)all of the above
2-…………is considered an example of environmental barrier.
a)Crowded areas b)Fear of both pharmacists & patients
c)Lack of adequate time d)All of the above.
3-Presence of prescription counter for reasons as…………………
a)Provide an opportunity for patient to identify pharmacy location.
b)Provide an opportunity for the pharmacist to look over the store area periodically.
c)Provide a private area in which a pharmacist can work.
d)All of the above.
4-Many pharmacists tend to have lots of background noise , This noise will…….
a)increase the communication between pharmacists & patients.
b)interfere with communication between pharmacists & patients.
c)give happy feeling to the patients.
d)no one is true.
5-………….is considered an environmental barrier.
a)Lack of confidence of such personal.
b)Pharmacists are not paid for communication with patients
c)Pharmacist's desire to answer every phone call & not willing to talk with patient
d)Choosing an inappropriate time.
6-The first step to remove the environmental barrier is……………….
a)awareness of barrier.
b)contacting with patient by phone.
c)Formation of height counters & glass partitions.
d)all of the above.
7-A pharmacy designer should make a few simple & effective changes in traditional prescription area such as………………………..
a)Make a countertop wider to accommodate computers & their printer.
b)Place a computer terminal near the patient counseling area.
c)create a pharmacist-patient interface area that allows easy eye-to-eye contact.
d)all of the above.
　
8-………….is considered a personal barrier.
a)Lack of confidence between of such personal.
b)Pharmacists are not paid for communication with patients
c)Pharmacist's desire to answer every phone call & not willing to talk with patient
d)Choosing an inappropriate time.
9-Personal communication is highly depend on past experience, If you had good experience you will………………………
a)get a more confidence to facing another personnel for communication.
b)get a more shyness to facing another personnel for communication.
c)not affected
d)no one is true.
10-……….is considered an example of personal barrier.
a)Lack of confidence of such personal.
b)Fear of in a situation that is difficult to handle.
c)Believing that talking with patients is not a high priority activity.
d)All of the above.
11-To overcome of personal barrier we require………………..
a)more time & efforts.
b)analysis of one's motivation & desired to communication.
c)changing of pharmacist perceptions toward communication with the patients
d)all of the above.
12-………….is considered an obstacle related to the patient.
a)Lack of confidence of such personal.
b)Fear of in a situation that is difficult to handle.
c)Believing that talking with patients is not a high priority activity.
d)Patient perceive the pharmacist is not being knowlegable .
13-Several communication barriers related to patient such as…………………
a) Patient perceive the pharmacist is not being knowlegable.
b)Believing that the health care is impersonal.
c)Patients sense that the health care providers are not concerned about them.
d)All of the above.
14-……………is an example of barrier related to administrative & financial.
a) Lack of confidence of such personal.
b)Fear of in a situation that is difficult to handle.
c)Believing that talking with patients is not a high priority activity.
d)Pharmacists are not paid for communication with patients.
15-Evidence that pharmacists made policies that discourage pharmacist-patient interaction as……………………….
a)high prescription counter & glass partitions separating patients from the pharmacist.
b)Many pharmacies have a limited number of staff members.
c)Mechanism of dispensing prescription may distract from communication process
d)all of the above.
16-………..is considered an example of time barrier.
a)Lack of confidence between of such personal.
b)Pharmacists are not paid for communication with patients
c)Pharmacist's desire to answer every phone call & not willing to talk with patient
d)Choosing an inappropriate time.
17-To overcome the time barrier…………………….
a)pharmacist contact to patient by phone if he is busy.
b)pharmacist has written information that can reinforce a short message during busy situation.
c)pharmacist make efficient use of time by using a variety of strategies.
d)all of the above.
18-Some communication habits can interfere with the ability to listing well such as………………..
a)trying to do two things at once.
b)planning what you will say next interference.
c)jumping to conclusion before patient complete his message.
d)all of the above.
19-Jumping to the conclusion will cause……………
a)Feeling of low attention from you by patient.
b)Feeling that only part of message was understood only by patient.
c)Focusing on the contents.
d)all of the above.
20-Skills that are useful in effective listening include…………………
a)Summarizing.
b)Paraphrasing.
c)empathic responding.
d)all of the above.
21-……………is considered a barrier of listening.
a)Disinterest.
b)Distracting speaker personality.
c)Attitute verbal battle.
d)All of the above.
22-When other people say to us often may not interest us ,This known as……….
a)disinterest.
b)distracting speaker personality.
c)attitude verbal battle.
d)fact hunting
　
23-When a personality characteristics of the speaker may distract our attention, This known as……………………
a)disinterest.
b)distracting speaker personality.
c)attitude verbal battle.
d)fact hunting
24-When the listener might believe that he know more about the subject than the speaker, This known as……………….
a)disinterest.
b)distracting speaker personality.
c)attitude verbal battle.
d)fact hunting
25-When some words & expressions have a negative connotations,This known as…………….
a)disinterest.
b)distracting speaker personality.
c)inflammatory language.
d)fact hunting
26-………….is considered an example of characteristics response style.
a)The advise giver.
b)The cross examiner.
c)The reassurance.
d)all of the above.
27-………..imply that they can handle the speaker problem better than speaker.
a)The advise giver.
b)The cross examiner.
c)The reassurance.
d)all of the above.
28-………..responds with questions or series of questions intended to get information.
a)The advise giver.
b)The cross examiner.
c)The reassurance.
d)all of the above
29-………….is a way of avoiding the other person's feeling or problem.
a)The reassurance.
b)The one upper.
c)The analyst.
d)Sarcasm.
　
30-…………..discount the speaker feeling but does so by focusing on himself.
a)The reassurance.
b)The one upper.
c)The analyst.
d)Sarcasm.
31-………….response serve to shift the focus from the speaker to the funny remark.
a)The reassurance.
b)The one upper.
c)The analyst.
d)Sarcasm.
32-………….response prevent the speaker from expression feeling or resolving the problem & imply that the speaker can't solve the problem without help.
a)The reassurance.
b)The one upper.
c)The analyst.
d)Sarcasm.
33-………….response tells the speaker what to do without alternatives.
a)The reassurance.
b)The one upper.
c)The Boss.
d)Sarcasm.
II)Write (T) or (F):
1-One of the most obvious environmental barrier is the height of the prescription counter. ( )
2-Crowderd prescription areas inhibit one-to-one communication. ( )
3-If you has a good experience you will get more confidence. ( )
4-Many pharmacist believe that talking with patients is not a high priority activity.
( )
5-If patients perceive the pharmacist as not being knowledgeable ,they will not listened to the advise being offered. ( )
6-Patients believe that the health care system is impersonal is considered one of environmental barriers. ( )
7- Pharmacists are not paid for education or communication with patient is considered one of obstacles related to patients ( )
8-Note taking is considered one of solutions of listening obstacles ( )
9-The responding to others with "Oh Yes " provide feedback to the speaker that you understand what was said. ( )
10-The boss response is less forceful than the style of advise giver. ( )
　
III)Complete the following sentences:
1-Pharmacists & patients should both at……………….. level.
2-Pharmacist 's desire to answer every phone call & not willing to talk to the patient is ………………barrier.
3-…………….. prescription area inhibit one-to-one communication.
4-Place a computer ……………..the patient counseling area.
5-Many peoples may use ……………..to avoid interaction with others.
6-Future communication performance depend on …………….experiences.
7-Many managers perceive the task of talking with patients as an ………...service.
8-Choosing an inappropriate time to talk may lead to communication…………..
9-Fact hunting is considered one of…………………. barriers.
10-Giving advise is effective only when the other person is…………… to take it.
IV)Write a medical terms of the following:
1-He always has an answer ,Tip-off to his style that include "should"
(……………………….)
2-His response tell the speaker what to do without alternatives.
(………………………)
　

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