Communication Flashcards
Why is effective oral communication important?
improves…
* patients’ health outcomes
* trust
* understanding
* willingness;
* pharmacists’ teamwork
* relationship development
* conveying advice
* reduced complaints;
* health system’s health care delivery & medication adherence.
What is rapport?
state of comfort and connection between individuals.
What are some challenges to developing rapport?
- communication barriers
- gender & age factors
- time
- physical environment
- level of understanding
- lack of cultural knowledge
- respecting different beliefs
- involving family members
- patient unwilling to participate.
How do you establish initial rapport?
GMTA [greet, meet, task, ask]
What three things do you need to express to build rapport?
acceptance, empathy and sensitivity.
What are the two stages of empathy?
two stages:
[i] Understand and sensitively appreciate another person’s problems and feelings
[ii] Communicating understanding back to person in supportive way
What is the framework to demonstrate empathy?
NURSE = naming; understanding; respecting; supporting; exploring
What are the components to non-verbal communication?
Facial expression, posture, eye contact, body movements, proximity, etc.
What are the three types of questions and their uses?
questioning skills
Gathering information—
[i] open questions = wide area of enquiry
[ii] closed questions = constricted area of enquiry
[iii] Avoid leading questions = client may not be free to answer how they want + will agree out of anxiety or courtesy.
FOR INFORMATION—open questions allow pharmacist time to listen & think; encourage client to tell their complete story; allow for all possible answers; client feels understood; client participation; prevent a stab-in-the-dark approach.
[2] FOR CONFIRMATION—closed questions allow you to gather fine details; ‘test hypotheses’; investigate areas person hasn’t mentioned.
OVERVIEW: there is the ‘questioning cone’ continuum: general open questions, specific open questions and closed questions. Adjust questions’ pace, content & language to the person + share your thoughts (the positive parts) and reasoning + clear and easily understood questions.
What are the 5 aspects for active listening skills?
active listening skills
[1] Silence: helps collect thoughts; gives time to process information and emotion.
[2] Minimal encouragers: brief words, sounds, gestures, facial expressions that encourage a person to
continue talking
[3] Clarification: questions to clear any ambiguity in what person has said
[4] Paraphrasing: restating what’s been said in different words; not altering meaning
[5] Summarising: two or more paraphrases that condense the person’s message; good for review to ensure clarification, mutual understanding & to control rambling
When giving information, what three factors effect retainment?
patient recall (<50%), assumptions (on health literacy, infromation needs, information understanding) and using jargon.
What do you need to do when giving information?
[1] find out what patient know & wants to know: their perceptions & type and amount of information.
[2] achieve joint understanding: explore patient’s viewpoint & relate your explanation to it.
[3] optimise recall and understanding: straightforward language (no jargon; concise), organised explanation & use signposts (logical sequence; categorise information; repeat key points), use repetition and summarising (diagrams; written; rephrase; metaphors; analogies; teach back technique).
[4] offer choices
[5] advise changes in behaviour if required
What are the three barriers to communication?
[1] Attitudinal: making assumptions, stereotyping, blaming, and cultural misunderstanding.
[2] Verbal: judging (criticising; name-calling), avoiding concerns (denying; diverting; logical argument), sending solutions (ordering or threatening), and blaming (direct and implied).
[3] Non-verbal: reveal attitudes, beliefs and thoughts.
