A patient tells her doctor “I think I want a Jorge, a pharmacist, hears a pharmacy second opinion.” Which of the following is technician speak impatiently to a client at a an example of a paraphrasing response by cash register. How can the pharmacist her doctor? assure that he effectively communicates his “So you want us to refer you to a expectations to the technician? specialist.” Write the pharmacy technician a letter. “Why do you think you need a second Write a description of the incident on a opinion?” future job performance evaluation. “Is something else bothering you?” Immediately go to the technician at the “Do you disagree with the treatment cash register and explain the I’m recommending?” importance of being nice to customers. A patient complains to her physician that Invite the technician to a private office “I’m up all night, going to the bathroom.” and explain the customer service Her physician replies “About how many expectations of the pharmacy. times a night do you go to the bathroom?” What behavior is a part of active listening? This response is an example of what Asking a lot of questions. feedback method? Trying to see the other person’s point Open question of view. Reflecting Concentrate on the words the person Asking questions uses and nothing else. Nonverbal communication Interrupt and refocus if the person’s George and Martha are medical assistants thoughts seem to stray off the topic. in a dermatology office. George yells down Which of the following is an example of an to Martha to “help the patient in room 1.” open-ended question? Martha responds by saying, “Who is in “How long have you had this pain?” room 1, and what does she need?” The “What are you taking to help you problem with this communication was that sleep?” the: “Why do you think you keep gaining Message was not clear. weight?” Sender did not deliver the message in a “Do you feel better when you are sitting concise manner. or standing?” Receiver could not hear and receive the If a speaker says she feels fine, but her face message. looks strained, her eyes are red, and she is Message was interrupted. frowning, what would most people believe? She does not feel good. She feels just fine. She is not sure how she feels. She is trying to confuse the listener.
A patient tells her doctor “I think I want a second opinion.” Which of the following is an example of a paraphrasing response by her doctor? “So you want us to refer you to a specialist.” “Why do you think you need a second opinion?” “Is something else bothering you?” “Do you disagree with the treatment I’m recommending?” A patient complains to her physician that “I’m up all night, going to the bathroom.” Her physician replies “About how many times a night do you go to the bathroom?” This response is an example of what feedback method? Open question Reflecting Asking questions Nonverbal communication George and Martha are medical assistants in a dermatology office. George yells down to Martha to “help the patient in room 1.” Martha responds by saying, “Who is in room 1, and what does she need?” The problem with this communication was that the: Message was not clear. Sender did not deliver the message in a concise manner. Receiver could not hear and receive the message. Message was interrupted. Jorge, a pharmacist, hears a pharmacy technician speak impatiently to a client at a cash register. How can the pharmacist assure that he effectively communicates his expectations to the technician? Write the pharmacy technician a letter. Write a description of the incident on a future job performance evaluation. Immediately go to the technician at the cash register and explain the importance of being nice to customers. Invite the technician to a private office and explain the customer service expectations of the pharmacy. What behavior is a part of active listening? Asking a lot of questions. Trying to see the other person’s point of view. Concentrate on the words the person uses and nothing else. Interrupt and refocus if the person’s thoughts seem to stray off the topic. Which of the following is an example of an open-ended question? “How long have you had this pain?” “What are you taking to help you sleep?” “Why do you think you keep gaining weight?” “Do you feel better when you are sitting or standing?” If a speaker says she feels fine, but her face looks strained, her eyes are red, and she is frowning, what would most people believe? She does not feel good. She feels just fine. She is not sure how she feels. She is trying to confuse the listener.