When working with a customer who has a problem, the first step is to

make sure you understand the customer's problem by asking questions

Workplace etiquette includes

demonstrating generosity and compassion

When serving customers, you may use the phrase

"Do you have any other questions about the product"

Which of the following is not true about Z-track injections?

Release the skin before removing the needle

Learning is categorized into three types,

knowledge, skills, and attitudes

Customer's may not always be right-

but they are always customers and deserve to be treated as special

A nonprofessional trait is

using vulgar language to get attention and make a point

a common way that individual medication doses are packed togehter

Hones, two-way communication can occur

in an environment of mutual trust

Failure can lead to success when you

use criticism to redirect your life

A worker who requires the assistance of a service dog

will be accommodated and the workplace will be accessible

Medications that may be administered via and NG tube include

both liquid medications and tablets that are crushed and mixed with water

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MOD 4 Final Review

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Answers

1
When working with a customer who has a problem, the first step is to
take immediate action
all of these
defend company policies
make sure you understand the customer's problem by asking questions
2
By which route is insulin usually given?
ID
Z-track
IM
SC
3
Which of the following antineoplastic medications was developed after its use in World War 1?
cisplatin
mustagren
leucovorin
methotrexate
4
Behavior modification involves the use of
none of these
reinforcements or rewards
coaches
mentors
5
The class of drugs used to treat HIV infection is
antiretrovirals
antivirals
antifungals
antibiotics
6
Which vaccine is given for rubella?
pneumococcus
Varicella
DTP
MMR
7
Workplace etiquette includes
avoiding company rules
being a bit late to meetings so that others know you are present
using vulgar language to make a point
demonstrating generosity and compassion
8
When serving customers, you may use the phrase
all of these
"that's not my problem"
" I don't work in this department"
"Do you have any other questions about the product"
9
An example of unproductive attitude could be
warmth and enthusiasm
willingness to learn
confidence
impatience
10
The reason NG tube placement must be checked before admin. of med. is to verify the tip is correctly placed in the
bowel
lung
esophagus
stomach
11
Which of the following is not true about Z-track injections?
do not massage the site after injection
Release the skin before removing the needle
inject medication slowly and completely
insert the needle at a 90 degree angle
12
Minute amounts of medication such as 0.1mL are usually administered via which route?
inhalation
ID
IM
IV
13
A two-way spoken exchange of thoughts, opinions, and feelings is
rhetorical
a conversation
an icebreaker
none of these
14
Which of the following is given orally?
all of them
suspensions
emulsions
syrups
15
When thinking about attitudes, it is important to remember that
your attitude affects others
attitudes can and do change over time
only you control what you think
all of these
16
Learning is categorized into three types,
emotions, knowledge, and attitudes
knowledge, behaviors, and attitudes
attitudes, emotions, and goals
knowledge, skills, and attitudes
17
Customers expect personal attention from employees who are:
all of these
thoughtful
professional
knowledgeable
18
Which of the following is not a way to build self-esteem?
accepting yourself for who you are
imitating someone else
focusing on your achievements and accomplishments
talking with others about your good qualities
19
In determining your voice volume control, which one of these considerations would not be important
the degree to which you want to publicize the message
the amount of background noise
the vocabulary you are using
the distance between you and the receiver
20
Customer's may not always be right-
none of these
so you should provide assistance
but they are always customers and deserve to be treated as special
so you should immediately point out why they are incorrect
21
Use the image of your ideal personality as a
way to create enthusiasm
model for your behavior
model for your negative behavior
none of these
22
Customers want
unprofessional treatment
dedication attention
a "chatty" salesperson
none of these
23
What hormone triggers the release of hormones from the thyroid gland?
FSH
TSH
ICSH
GH
24
Which of the following contains alcohol?
magma
emulsion
elixir
capsule
25
A good conversationalist
uses sarcasm and manipulation
all of these
uses criticism of others to keep the listener's attention
avoids unpleasant topics
26
Good customer service requires that
every effort be made to satisfy their needs and expectations
all customers be treated as you would expect to be treated
all of these
every effort be made to make each customer fee valued
27
"To obtain an associate degree in fiber optics" would most likely be a
reward
strategy
goal
plan
28
Which is a common reason for an insulin pump to be prescribed?
good insurance
history of hyperglycemia
patient's aversion to shots
poor control of blood sugar
29
A nonprofessional trait is
using vulgar language to get attention and make a point
recognizing organizational structure
controlling your temper
talking with other about your good qualities
30
The goal "To learn more about the environment" is
a vague goal
an excellent goal
all of these
an action plan
31
To assist someone from another culture with understanding English
use slang english
use standard english
none of these
use culturally based metaphors
32
Honesty includes
telling the truth
being sincere
being fair and genuine
all of these
33
A blister pack is
the way that effervescent salts are packaged
a common way that individual medication doses are packed togehter
bubble wrap to ship medication
none of the above
34
Hones, two-way communication can occur
only during feedback sessions
only among good friends
In hostile situations
in an environment of mutual trust
35
Failure can lead to success when you
aggressively respond to criticism
use criticism to redirect your life
ignore criticism
take criticism defensively
36
Addison's disease is caused by too little of which hormone?
adrenal cortex hormone
growth hormone
thyroid
parathyroid
37
A worker who requires the assistance of a service dog
will be accommodated and the workplace will be accessible
will need to work in an isolated area
cannot be employed in many places
all of these
38
Which of the following is caused by too much thyroid hormone?
addison's disease
grave's disease
myxedema
diabetes mellitus
39
Which of the following are types of worms?
round
all of them
pin
tape
40
Tinea pedis is more commonly known as
ringworm
none of the above
yeast infection
athlete's foot
41
A technique to imagine your renewed and improved personality is called
imaging
mentoring
praising
learning
42
Your self-image is made up of variable such as
all of these
values and beliefs
moral and ethics
aptitudes and special talents
43
Suppositories are administered through which of the following routes?
inhalation
rectal
IV
ID
44
When should insulin be refrigerated?
always
before opening (while storing)
never
after opening
45
If your behavior is in conflict with your self-image, you should
talk it over with your supervisor
accept the experience as real
try to ignore what happens
use behavior modification
46
If you feel good about yourself, you have
self-esteem
self-motivation
self-awareness
self-discipline
47
Medications that may be administered via and NG tube include
none of these
tablets that are crushed and mixed with water
both liquid medications and tablets that are crushed and mixed with water
liquid medications
48
A clean work area indicates
a sign of neglect
that you are not out of your work area
a safe and efficient work area
that you have nothing to do
49
Allergy testing is done via which route?
IV
SC
ID
Im
50
People with a high degree of optimism typically view events in their daily lives as
none of these
positive
negative
boring
51
A person who helps you develop and adjust on the job is called a/an
advocate
mentor
analyst
coworker
52
When you exhibit an attitude, you
do not necessarily impact others
affect only yourself
none of these
transmits a message that everyone understands
53
Assertive communicators
convert win-lose situations to win-win situations
make other feel valued and respected
all of these
choose to make decisions
54
Making plans for your future
is better than dwelling on the past
is a way to escape reality
creates a false impression of you
55
An attitude change can take place based on
all of these
experiences
new knowledge
a sincere desire to change
56
Fairness in the treatment of others comes down to
taking advantage of others
all of these
not giving other credit for their accomplishments
treating others as you would like to be treated
57
Which of the following is a symptom or sign of Addison's disease?
weight loss
restlessness
dehydration
tremor
58
At which angle is a TB test given?
100 degrees
90 degrees
10 to 15 degrees
45 degrees
59
Ophthalmic medications are given in the
buttock
eye
arm
ear
60
The pitch of your voice refers to
how high or low your voice sounds
the vocabulary used
the rising and falling of the voice
the volume of your voice
61
Which of the following routes allows medication to reach the bloodstream the fastest?
transdermal
IV
ID
SC
62
Which immunity provides immunity to a fetus?
active artificial immunity
passive artificial immunity
active neutral immunity
passive natural immunity
63
A 90 degree angle is used with which of the following injections?
SC
IM
ID
IV
64
Good sources of feedback include
teahcers
employment supervisors
all of these
counselors
65
Aggressive communicators
are unhappy because they cannot state what they think or feel
none of these
work to create mutually satisfying resolutions
are defensive, faultfinding, and judgmental
66
All rewards for behavior modification should be
realistic
monetary
a form of recreation
expensive
67
Lack of insulin will cause
gigantism
hypoglycemia
hyperglycemia
dwarfism
68
When serving customers, you should not use the phrase
" I'll be happy to check and find out"
" I don't know"
" Let me show you where the product is located"
" I understand that you are upset, let's find a solution to your problem"
69
Which must be added to a liquid before administering it?
effervescent salts
magmas
troches
foams
70
You can create a positive atmosphere around yourself by
taking a positive approach
smiling
saying something pleasant
all of these
71
An IM injection in an infant should be injected into which muscle?
ventrogluteal
dorsogluteal
deltoid
vastus lateralis
72
People who lack self-confidence as it programs the mind to
problem solve
send negative messages
send positive messages
be confused
73
Tangible items
none of these
can be seen and touched
are sold in dental offices and insurance companies
include professional services
74
Which of the following healthy cells are harmed along with cancer cells by chemotherapy?
mucous membranes
all of them are correct
Hair follicles
hematopoietic cells
75
A professional who is unsure about what is appropriate work attire, should
observe the attire of his or her supervisor
check the organization's policy and procedures manual
observe the attire of his or her coworkers
all of these
76
Inflection, a trait of good voice quality, is the
pronunciation of words
enunciation of words
rising and falling of the voice
loudness of the voice
77
You encourage feedback when you
none of these
ask for it directly and give reinforcement
ask closed questions
paraphrase your thoughts
78
An example of productive attitude could be
sarcasm
none of these
rudeness
envy
79
What type of oral medication consists of a gelatin coating containing a powered form of medication?
caplet
Tablet
none of the above
Capsule
80
Which class of medications treat worms?
antimalarials
antihelmintics
pediculicides
antiprotozoals
81
Which of the following is a proper telephone technique
speaking clearly and using a pleasant, friendly tone of voice
giving the caller the impression that you are in a hurry
answering the phone by the fifth ring
interrupting the caller
82
Which of the following is a term that means a tablet can be easily divided into two parts?
scored
divided
none of the above
marked
83
Diligence includes
enunciating words correctly
working with energy and enthusiasm
sending text messages on office time
working at a slow rate
84
The one person you can change is
your supervisor
a coworker
you
your mentor
85
You can hold yourself accountable for your goals by
sharing them with others
contracting with yourself
all of these
keeping your goals in a diary or journal
86
What is an example of an active natural immunity?
patient is given antibodies
patient is given a live attenuated vaccine
patient has the measles
mother passes immunity to infant
87
Which of the following is an example of a GI route?
oral
ID
nasal
IV
88
An employer can avoid accommodation if her or she can prove
the employee's disability happened on his or her personal time
the employee's disability, if one, affects others
the accommodation causes undue hardship difficulty, or expense
all of these
89
Insulin pumps are used for how many hours a day?
continuously
1
10
6
90
To expand your cultural horizons
become friends with people form different cultural backgrounds
all of these
make an effort to learn at least one other language
attend cultural events festivals, parades&other activities by ethnic groups
91
Which is not a side effect of Cipro?
severe inflammation of the colon
increased sensitivity to sunlight
CNS effects: dizziness, confusion, hallucinations
nasal congestion
92
Failure can lead to success when you
use criticism to redirect your life
take criticism defensively
aggressively respond to criticism
ignore critism
93
The rewards of good self-esteem include
becoming easily frustrated or defensive
feeling weak and incompetent
expressing few emotions
taking pride in accomplishments
94
Which organ secretes insulin?
pancreas
adrenal
thyroid
renal
95
Closing the eyes of your inner self to reality can
prevent self-understanding
allow behavior modification to work
enhance self understanding
prevent depression
96
Personal cell phones in the workplace should be
handy for text messaging
none of these
turned on so that don't miss important calls
turned off or on vibrate
97
Positive self-talk can build confidence as it programs the mind to
be confused
send negative messages
problem solve
send positive messages
98
Unhappy customers
tell others why they are unhappy with your business
don't tell your business why they are unhappy
don't come back
all of these
99
Childhood vaccinations are administered via which route?
IM
SC
ID
IV
100
A goiter may be a symptom of which of the following
cushing's disease
addison's disease
diabetes mellitus
grave's disease

MOD 4 Final Review Flashcards | StudBud