Lecture 7 Flashcards
Who do pharmacists typically communicate with
pharmacy staff
other healthcare professionals
vendors
patients and caregivers
broader community
What are signs of poor communication in the workplace
employees are not asked about their opinion on anything
no one has a sense of the organization’s mission and vision
no one fully understands the job’s expectations
What are the consequences of poor communication in the workplace
failure to receive critical information in a timely fashion
confusion on one’s job expectations
resentment of the supervisor, co-workers and job
poor performance
high employee turnover
What is the importance of “shared space” communication
ensures everyone hears about concerns and insights in a timely matter and increases positive relationships among everyone
What are 3 strategies to increase “shared space”
- open door policy
- pay attention to the 3 “V”s of face to face communication
- Reduce communication barriers
What are the 3 “V”s of communication
verbal, voice and visual
What are the types of communication barriers one might encounter
physical barriers
status differentials
time constraints
word choices
cultural differences
gender differences
What are the components of active listenins
remove or address communication barriers
focus on conversation and remove distractions
discontinue all other tasks and look directly at the speaker
do not talk or interrupt
listen for the main message
provide a response or feedback
What are the advantages of active listening
learn how others are interpreting your message
employees appreciate they are being listened to and may share more information
increased cooperation, productivity and morale among the team
What is active language
the subject is performing the action
when should active language be used
when an action is required
what is passive language
the subject is acted on
when should passive language be used
when you do not want to assign blame, directly state who did something or to communicate bad news
