Communication Skills Flashcards
Why are communication skills important in
hospitals?
community?
pharmaceutical industry?
hospitals
- appraising, informing and educating patients and other staff
community
- dispensing, counselling, motivating, patients
- responding to symptoms, advising patients
pharmaceutical industry
- advising on regulatory issues, marketing and managing
Why are communication skills important for pharmacist?
all pharmacists should be able to explain medicines-based health care to other health professionals in their own specialised language and be able to express complex issues to members of the public in terms that lay/normal people can understand
What are assumptions of people based on initially?
appearance
behaviour
speech
What common mistakes healthcare professionals make when first meeting a patient?
not greeting patients
failure to find out how the patient feels about their condition
accepting vague information too easily and not probing for more specific details
failure verify what the patient really meant
failure to encourage patient questions
failure to be responsive to patient questions
poor reassurance
using too many closed ended questions
What is communication made up of? What is the percentages for each?
body language - 50%
tone of voice - 40%
words - 10%
What is para-verbal communication?
based on how you speak
tone
pitch
volume
speed
What is non-verbal communication?
how you communicate without speaking
gestures facial expressions eye contact physical contact body posture interpersonal distance
What is rapport/empathy? How do you build rapport with a patient?
The ability to enter into the life of other people and to accurately understand both their meaning and feelings
be aware of your appearance and body language use greetings get to know names and use them address patients appropriately communicate willingness to listen express respect for patients’ feelings respond and reassure assure confidentiality
How can questions be asked? What is the preferred method?
open and closed questions
closed questions
- only allow for yes or no answers
open questions
- allow for explanations/descriptions
What is the difference between counselling, advising and instructing?
counselling
- to give advice to clarify a situation and empower the patient
- giving opinion or instruction in directing the judgement or conduct of another (own decisions)
advice
- transfer information and advice (offered or requested)
- offer an opinion or suggestion in two-way process
instruct
- to furnish with knowledge, orders or directions
- two-way process inviting feedback from patient
What are barriers to communication in the workplace?
lack of privacy
noise
physical barriers