Communication (LEC) Flashcards
What is interpersonal communication?
process of interaction and exchange of information, ideas, and messages between two or more people through verbal or nonverbal methods.
Barriers to pharmacist-patient communication.
environment
pharmacy-related barriers
patient-related barriers
informational barriers
miscellaneous barriers
What is intercultural communication?
a study and practice communication across cultural context
LEARN cross cultural communication model
listen
explain
acknowledge
recommend
negotiate treatments
Purpose of LEARN
build trust, open communication, and negotiate treatment with patients.
Both parties involved have the opportunity to discuss the problem, sharing similarities and differences
LEARN
SOLER cross cultural communication model
squarely face the pt
open posture
lean towards pt
eye contant
relax
Allows pharmacists to convey a sense of respect to their patients and foster their trust
SOLER model
ETHNIC cross cultural communication model
explanation
treatment
healers
negotiate
intervention agreement
collaboration
Purpose of ETHNIC
have pts describe:
illness
treatments they tried
help they asked for
Both the pharmacist and patient work congruently to encompass the patient, family, and traditional healers.
ETHNIC
BATHE cross cultural communication model
background
affect
trouble
handling
empathy
Purpose of BATHE
allows for:
brief counseling interventions
adress psychological issues
support pt needs and feelings
What is satisfaction?
the extent to which patients’ and customers’ needs and wants are met
List the four perspectives of customer service evaluation
performance
affect-based
equity-based
disconformation
What evaluation deals with determining satisfaction with characteristics of a particular service such as the physical environment of the pharmacy?
performace eval
How can performance eval. done?
QR codes
tablets
surveys
Evaluation that refers to emotional reaction that a patient or customer experiences as a result of the service
Affect-based eval.
Evaluation that refers to a patient’s perceptions of fairness
equity-based
patients and customers evaluate the gap between their expectations and perceptions of a service
disconformation
perceptions-expectation gap conceptualization
What is the zone of tolerance?
zone including any level of service between desired and adequate.
What is the extension of perceptions-expectations gap conceptualization?
zone of tolerance
Percentage of service recovery efforts retention.
75% retention of customers
Whats the primary reason of losing customer retention?
a single service failure
