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.
(………………………)