Lecture 6: Effective Communication Skills Flashcards
What is competence standard 1.3- communicate effectively?
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
Which competency standards are relevant to effective communication skills?
Element 1.3: communicate effectively
Element 1.4: practice pharmacy within NZs culturally diverse environment
What is competence standard 1.4?
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
What are the 11 categories of key communication skills in practice?
Building rapport Explaining Questioning Listening Non verbal behaviour Suggesting Opening Closing Assertiveness Disclosing personal info persuading
How do you establish initial rapport?
Greet Introduce yourself Clarify your role Obtain their name Show interest (ask how their day is) Avoid casualness Address appropriately
What are barriers to communication?
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
What are attitudinal barriers?
Stereotyping
Assumptions
Blaming
Lack of cultural understanding
How can attitudinal barriers be avoided?
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
How can rapport be built on?
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
What are examples of non verbal communiction?
Facial expression Eye contact Posture Body movements, nodding gestures Closeness- use of space Tone of voice, pace, silence Physical contact, Environmental cues
What is active listening?
Listening intently with the whole body Silence (sometimes people need to think) Minimal encouragers Reflective techniques Summarising Confronting Open questions
Why is context important?
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
What are determinants of length and content of communication once communication is initiated
The patients attitude towards communication with their pharmacist and the importance of the info
Why is explaining complex information to patients a necessity?
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
What are some practical difficulty?
Dont assume clients information needs
Too much jargon
Has the client understood the whole message.has the client understood the crucial partso f advice?
What is explaining complex information?
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
What are key tasks prior to explaining complex information?
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
How do you find out what the patient wants to know?
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
How do you finish explaining complex information to patients?
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 ….
How can we optimise recall and understanding?
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
What are some other confounding factors that should be addressed?
Check that cost is not an issue
Deal with negative media reports if appropriate
Check for herbal and other OTC remedies
How can a joint understanding be achieved?
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
How can you plan further action?
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.
How an you offer choices?
If there are genuine choices, offer these. E.g. Active intervention vs. Wait and see approach
