Question

question 7 (2 points)
which of the following email practices should pharmacy technicians avoid in efforts to maintain professionalism?
using plain text formatting instead of html encoding
including part of the original message when replying
clearly identifying yourself in the from line or within the message
expressing frustration or criticism in a way that could be interpreted as flaming

question 8 (2 points)
which of the following is not one of the seven items you should write down when taking a telephone message properly?
the name of the person to whom the call is directed
the callers social security number
the callers daytime or evening telephone number

Explanation:

Analyze email practices to avoid

Using the Written Pharmacy Communication knowledge point:

• Professional email etiquette requires maintaining a respectful, objective, and calm tone.
• "Flaming" refers to expressing strong, hostile, or critical emotions online, which directly violates professional communication standards.
• Plain text, including original replies, and clear identification are standard, acceptable practices.
• Therefore, technicians must avoid expressing frustration or criticism that could be interpreted as flaming.

Identify telephone message requirements

Using the Patient Communication knowledge point:

• Standard telephone message protocols require recording key details: caller name, recipient, phone number, date, time, message content, and taker's initials.
• A caller's Social Security number is highly sensitive personal health/identifying information (PHI/PII).
• Requesting or writing down an SSN for a routine telephone message violates privacy principles and is not a standard message item.
• Therefore, the caller's Social Security number is not one of the seven standard items.

Answer:

Question 7

• (A) Using plain text formatting instead of HTML encoding
• (B) Including part of the original message when replying
• (C) Clearly identifying yourself in the From line or within the message
• (D) Expressing frustration or criticism in a way that could be interpreted as flaming (Correct answer)

Question 8

• (A) The name of the person to whom the call is directed
• (B) The caller's Social Security number (Correct answer)
• (C) The caller's daytime or evening telephone number