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Skills to Navigate a Healthcare Environment at Maximum Capacity

Pre/post Assessment

1. The World Health Organization (WHO) defines the following as three dimensions of burnout:

a. Boredom, low energy, inefficacy

b. Exhaustion, Cynicism, Reduced Efficacy

c. Frustration, Anxiety, Frazzled

d. Cynicism, low energy, anxiety

2. Stress is defined as:

a. A state of extreme physical or mental fatigue 

b. Overcome by force of numbers

c. Being a pharmacist

d. The neurologic and physiologic shifts that occur in our bodies when we encounter a stressor  

3. Greater than 50% of pharmacist across the country are expressing some form of Burnout.

a. True

b. False

4. Which of the following are signs and symptoms of burnout?

a. Loss of enjoyment

b. Anxiety

c. Increased irritability

d. All of the Above

5. What is the Gold Standard tool to utilized to measure burnout for healthcare workers?


b. MBI

c. BAT


 6. A client / patient comes to your pharmacy counter to pick up a prescription.  It has been explained it is not ready, yet it will be few more minutes.  The client/ patient starts becoming agitated and your initial thought is why does this always happen to me. What is the roadblock you just put up?

a. Victim (Poor Me)

b. Conflict (Black and white)

c. Figure it out (Justifying)

d. Concern (Compassion)

7. When there is a communication problem, what is one element that you can do

a. Shout

b. Walk away

c. Listen

d. Stay silent

8. Boundaries are something that we create for other people, to keep us safe

a. True

b. False

9. Studies show that resilient individuals have the following:

a. Performance issues, which increase their anxiety and decreases hope

b. Perform better, but also increase their lifespan and physical health

c. Bounce back quicker, greater job satisfaction but may tend to see life in general has a long, lonely road

d. None of the Above

10. Which of the following help you with your strategic Long-Term self-care initiatives?

a. Forgiveness, Laugh, Crying

b. Helping, Walking, Yelling

c. Forgiveness, Let it Flow, Coaching

d. Helping, Just Breathe, Networking

11. Which of the following help you with your strategic immediate self-care initiatives?

a. Gratitude, Boundaries, Forgiveness

b. Gratitude, Physical exercise, Senses

c. Yelling, Crying, Let it Flow

d. Let it Flow, Gratitude, Basic Needs

12. It’s OK to tell yourself you are OK, when you are not really feeling OK

a. True

b. False

13. Which if the following is one of the breathing techniques that was presented today

a. Awareness Technique – just be aware of your breathe

b. Short and Quick Technique - take short shallow breathes in – do this 10 times

c. 4 x 4 count Technique - breath in for 4, hold for 4, breath out for 4 and count for 4 before breathing in again. Repeat 4 times

d. There were no breathing Techniques presented


14. The Mayo clinic published an article about "exercise and stress". It says "Being active can boost your feel-good endorphins and distract you from daily worries"

a. True

b. False

15. When you want to enhance your communication, you can 

a. Respond not React

b. Just Breathe

c. Observe body language

d. All the above

16. Some contributing factors to Burnout are competing demands, performance metrics, lack of control, challenges of clinical work, constraints on time

a. True

b. False

17. What are 3 tips you can do to de-escalate a volatile situation

a. Don’t listen when they are angry, tell them your thoughts, ask them to leave if they don’t settle down

b. Interrupt, raise your voice, share your opinion

c. Listen, form your opinion, share your opinion

d. Listen, Acknowledge, Use a calm voice in your response

18. Which of the following is an external stressor?

a. Pessimism

b. Happiness

c. Future

d. Family

19. Four immediate self-care techniques shared are:

a. Let it go, let it flow, get to know, it’s OK

b. Physical, emotion, environmental, social

c. It’s OK, Just breathe, basic needs, gratitude

d. Gratitude, Senses, Basic Needs, Forgiveness

20. Signs and Symptoms of Burnout were categorized in 3 areas

a. Physical and Emotional exhaustion, Cynicism and detachment, ineffectiveness and lack of accomplishment

b. Physical gains, Lack of Happiness, Career accomplishments

c. Tired, Hopeful, Isolation

d. Anxiety, Joyful, Poor Performance

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