Question

question 5 (2 points)
which of the following is not considered a form of nonverbal communication?
eye contact
record keeping
posture
tone of voice

question 6 (2 points)
when answering the pharmacys phone, you should properly identify ______.
the place of business and yourself by name
the hours of operation
the callers name first
whether the pharmacy is having a sale on certain medications

Explanation:

Analyze nonverbal communication elements

Using the Nonverbal Communication knowledge point

• Nonverbal communication involves conveying information without using spoken or written words.
• Eye contact, posture, and tone of voice (paralanguage) are all forms of nonverbal communication.
• Record keeping is a written, administrative task and is not a form of nonverbal communication.

Analyze professional phone protocols

Using the Professional Communication knowledge point

• Proper telephone etiquette in a pharmacy setting requires establishing a professional connection immediately.
• This is achieved by identifying the place of business (the pharmacy name) and yourself by name and title.
• Identifying hours, caller details, or sales immediately upon answering is incorrect or unprofessional.

Answer:

Question 5

• Eye contact
• Record keeping (Correct answer)
• Posture
• Tone of voice

Question 6

• the place of business and yourself by name (Correct answer)
• the hours of operation
• the caller's name first
• whether the pharmacy is having a sale on certain medications