20110509 Wk2 Quiz Telephone Technique

Front 1

True or False: 1. One should repeat a message without changing the wording to make communication more effective.

Back 1

False

Front 2

One of the human characteristics that works against a meeting of the minds is the urge to speak one’s own thoughts rather than listening, often it is useful to have a listener repeat concepts back to the speaker.

Back 2

Feedback

Front 3

Asking unnecessary questions and making irrelevant comments are signs of:

Back 3

Wandering Attention

Front 4

Five stages a dying person goes through / Five stages of grief:

Back 4

1. Denial
2. Anger
3. Bargaining
4. Depression
5. Acceptance

Front 5

When you answer a telephone in a pharmacy you should say:

Back 5

"North-West Pharmacy. Jane/John Doe speaking. How may I help you?”

Front 6

The effective transmission and reception of ideas, feelings and attitudes both verbally and nonverbally which produces a favorable response is:

Back 6

Communication

Front 7

Human characteristics that work against communication

Back 7

1. Unwarranted assumption
2. Wandering Attention
3. Resistance to Change

Front 8

Barriers to communication include:

Back 8

1. Language
2. Lack of interest
3. Prejudging