Lecture 14

Question 1

What is oral communication?

Answer 1

“uttered by the mouth” transmitted by speech.

Question 2

What is written communication?

Answer 2

Communication via characters, letters or words Includes e-mails, letters, reports, texts etc􏰄

Question 3

What is involved in the mission of pharmacy practice?

Answer 3

▪Improves effectiveness of health care delivery
care delivery Improves adherence
▪Increased satisfaction for the patient and pharmacist
erapeutic impact of clinical communication
▪Impact on future contact with health system
▪Impact on emotional state of patients
▪Psychoneuroimmunology ▪Improves medication adherence


Question 4

From a patients perspective why do we need effective communication?

Answer 4

􏰅 Increased trust of pharmacist
􏰅 Increased willingness to use pharmacist
􏰅 Better understanding and recall of information
􏰅 Improves self-management of chronic conditions
􏰅 Increased willingness to recommend pharmacist to others

Question 5

From a pharmacists perspective why do we need effective communication skills?

Answer 5

▪Establish and develop trusting relationships
▪Better recommendations and advice given by pharmacist ▪Reduced complaints against pharmacists
▪More effective team work
▪Improved job satisfaction

Question 6

Define Rapport

Answer 6

A positive harmonious relationship.

A state where both participants fell comfortable and able to “connect” with the other person’s thoughts and ideas

Question 7

What are the challenges associated with establishing Rapport?

Answer 7

1) Communication barriers
2) Intrinsic factors (such as gender and age)
3) Time taken to establish rapport
4) Gaining trust and respect
5) Nature of the physical environment
6) Patient’s level of understanding
7) Lack of knowledge and understanding of different cultures leading to unintentional offence
8) Forming a relationship with mutual respect, understanding and agreement
9) Acknowledging and respecting different beliefs
10) Involving and relating to a patient’s family members
11) Patient unwilling to participate in interaction

Question 8

How can you establish Rapport in the first introductory meeting?

Answer 8

Greet
Meet - Introduce yourself
Task - Clarify your role
Ask - Obtain their name, if appropriate
Show interest
Be professional - (avoid casualness) Address appropriately

Question 9

How can you build Rapport?

Answer 9

Show Acceptance
▫Remain steady
▫Acknowledge client’s point of view
▪Offer Empathy & Support
▫Express concern, and a willingness to help. Acknowledge previous efforts to help self.
▪Be Sensitive
▫Deal sensitively with embarrassing or disturbing topics. Inspires confidence and trust.


Question 10

What are the two stages of empathy?

Answer 10

• The understanding and sensitive appreciation of another’s problem or feelings
• The communication of that understanding back to the client in a supportive way

Question 11

What does NURSE for empathy stand for?

Answer 11

▪N - Naming
▪U - Understanding 
▪R - Respecting
▪S – Supporting
▪E - Explore