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Module 7

Section 4: Communication skills

QuestionAnswer
Examples of nonverbal communication Uses of posture Use of facial expressions Use of gestures
Keeping an open stance with shoulders square to the patient and standing up straight illustrates effective application of which concept? Kinesics
Maintaining the proper distance between a pharmacy technician and a patient illustrates which concept? Proxemics
Most interactions between a pharmacist and a patient occur over what distance range? 4 to 12 feet
What are ways for a pharmacy technician to improve communication skills? Ask for feedback from fellow employees or a person who often sees them interact with patients. Avoid a monotone voice and a sarcastic or threatening tone.
Which type of questions are used to get longer, more detailed responses from a patient? Open-ended questions
What type of response is elicited from a closed-ended question? A quick response, which is often one word such as "yes or no"
When handling a problem, a pharmacy technician echoes the patient's points to show care and identification with the problem. What skill is the technician demonstrating? Reflective listening
Tow false messages sent to the patient when a pharmacy technician makes excuses during a critical moment It is not the pharmacy's fault. The pharmacy department is out of control.
Result of handling a critical moment in the pharmacy correctly Improved patient relations and satisfaction
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