Lecture 6: Effective Communication Skills

Question 0

What is competence standard 1.3- communicate effectively?

Answer 0

Pharmacist listens effectively, speaks and writes clearly in english

Communicates effectively with persons from a background different to one’s own

Adapts communication to the situation

Establishes and maintains effective working relationships

Question 1

Which competency standards are relevant to effective communication skills?

Answer 1

Element 1.3: communicate effectively

Element 1.4: practice pharmacy within NZs culturally diverse environment

Question 2

What is competence standard 1.4?

Answer 2

Practice pharmacy within NZ’s culturally diverse environment

Undergoes a process of self-reflection to identify ones own cultural values
Identifies the cultural diversity of ones own practice
Respects the individual
Understands the impact of culture on health status and on maintenance of health
Identifies and works towards reducing factors that contribute to disparities in health outcomes

Question 3

What are the 11 categories of key communication skills in practice?

Answer 3

Building rapport
Explaining
Questioning
Listening
Non verbal behaviour
Suggesting
Opening
Closing
Assertiveness
Disclosing personal info 
persuading

Question 4

How do you establish initial rapport?

Answer 4

Greet
Introduce yourself
Clarify your role
Obtain their name
Show interest (ask how their day is)
Avoid casualness
Address appropriately

Question 5

What are barriers to communication?

Answer 5

Although some of these things may be well intended, they can still create problems

These do not have to be wrong or destructive but often create difficulties in communication

Question 6

What are attitudinal barriers?

Answer 6

Stereotyping
Assumptions
Blaming
Lack of cultural understanding

Question 7

How can attitudinal barriers be avoided?

Answer 7

Be aware of your own attitudes, stereotypes, beliefs. These may be inaccurate, and may not apply to this individual

Be aware that these can affect your communication behaviour
Avoid making assumptions based on stereotypes

Question 8

How can rapport be built on?

Answer 8

Show acceptance - remain steady, acknowledge clients POV
Offer empathy and support - express concern and willingness to help, acknowledge previous efforts patient has made to help
Be sensitive - deal sensitively with embarrassing or disturbing topics. This will inspire confidence and trust.

Dont put on falseness, put on professionalism

Question 9

What are examples of non verbal communiction?

Answer 9

Facial expression
Eye contact
Posture
Body movements, nodding gestures
Closeness- use of space
Tone of voice, pace, silence
Physical contact,
Environmental cues

Question 10

What is active listening?

Answer 10

Listening intently with the whole body
Silence (sometimes people need to think)
Minimal encouragers 
Reflective techniques
Summarising
Confronting
Open questions

Question 11

Why is context important?

Answer 11

Context alters what happens, why it happens and how it happens

In the wider environment- can be social, political and economic contexts

Local environment - local health issues, demography of area, cultural beliefs.

These contexts affects who your clients are, how they talk to you and how you talk to them

Question 12

What are determinants of length and content of communication once communication is initiated

Answer 12

The patients attitude towards communication with their pharmacist and the importance of the info

Question 13

Why is explaining complex information to patients a necessity?

Answer 13

As a health professional it is an important part of our role to transmit complex information/advice to clients

If a patient perceives they have been given adequate info for their needs, they feel supported and understood are more likely to comply with the advice and active treatment

Question 14

What are some practical difficulty?

Answer 14

Dont assume clients information needs
Too much jargon
Has the client understood the whole message.has the client understood the crucial partso f advice?

Question 15

What is explaining complex information?

Answer 15

Explaining skills or advice giving is about the transfer of information to the client

Can be in Verbal or written form

This is often done poorly: it is often unstructured, too fast and not what the client wants

Question 16

What are key tasks prior to explaining complex information?

Answer 16

Find out what the patient wants to know
Optimise recall and hnderstanding 
Achieve a joint understanding
Plan future action
Offer choices
Advise changes in behaviour if required

Question 17

How do you find out what the patient wants to know?

Answer 17

Check the clients perception - what is wrong, any prior experience e.g. Have you had symptoms before? Have you used this sort of medication before?

Check how much info you want to give e.g. What would you like to know about this medicine? Would you like to know how it works? Would you like to know about the possible side effects of this medication?

Although people dont want to know about the side effects, it may still be appropriate to explain the side effects

Question 18

How do you finish explaining complex information to patients?

Answer 18

Check whether the client has any other information needs e.g. Is there anything else you want to ask me? Do you have any other concerns about taking this medication?

Recap information and check the clients understanding
E.g. Can you tell me what you have understood about what i have explained to you in terms of ….

Question 19

How can we optimise recall and understanding?

Answer 19

Follow a logical sequence,
Break down info into distinct categories
Emphasise key points 
Be concise and avoid jargon (Avoid info overload)
Use careful phrasing
Use metaphor, analogies, scenarios
Check final understanding

Question 20

What are some other confounding factors that should be addressed?

Answer 20

Check that cost is not an issue
Deal with negative media reports if appropriate
Check for herbal and other OTC remedies

Question 21

How can a joint understanding be achieved?

Answer 21

Relate an explanation to the patients viewpoint, as appropriate, use clients language and representation of situation
Encourage the client to contribute, this will ensure the client feels more ownership of solution
Agree on a plan of action: involve the client collaboratively in treatment llanning. E.g. Any further questions? Anything else you would like me to cover or talk about some more?

Summarise again

Question 22

How can you plan further action?

Answer 22

Share your thoughts about what is best and why
Explore resistance, if patient is not happy with advice this will show in their mon verbal or verbal behaviour,
Explore possible reasons why
If client rejects advice, express concern about that, make predictions about possible consequences without being confrontational, aggressive or manipulative.

Question 23

How an you offer choices?

Answer 23

If there are genuine choices, offer these. E.g. Active intervention vs. Wait and see approach

Question 24

How can we advise changes in behaviour?

Answer 24

Sometimes we may need to advise or reinforce some behaviour change
E.g. Quit smoking, reduce alcohol intake.
Check readiness for change
Offer information and resources if appropriate