M3 Flashcards
1
Q
A critical component of pharmacy education and practice
A
COMMUNICATION SKILL DEVELOPMENT
2
Q
IMPORTANCE OF EFFECTIVE COMMUNICATION SKILLS IN PHARMACY
A
- Establish the necessary rapport to building a trusting relationship
- Ensure an effective exchange of information necessary for the pharmacist to appreciate patient needs & for the patient to understand & accept pharmacist recommendations
3
Q
TANGIBLE BENEFITS TO PATIENTS THE COMMUNICATION PROCESS
A
- Improved adherence with medication use
- Increased satisfaction with their relationship with the pharmacist
- Fewer unaddressed adverse drug effects
- Improve patient trust in pharmacist advice & education
4
Q
the process of sharing one’s ideas, thoughts & feelings with other people and having those ideas, thoughts & feelings understood by the people we are talking with
A
COMMUNICATION
5
Q
edge of pharmacists over technological advancements
A
COMMUNICATION SKILL DEVELOPMENT
6
Q
Communicator; Source of the Message
A
SENDER
pharmacist
7
Q
- The element transmitted from one person to another
- Communication in writing, speech or signals
A
MESSAGE
8
Q
Message is composed of
A
Words - 10%
Language - 40%
Non-verbal cues - 50%
9
Q
- The person receiving the message
- The person UNDERSTANDING AND TRANSLATING the message into meaning
- Also a COMMUNICATOR
A
RECEIVER
10
Q
whend does a receiver becomes a communicator / sender
A
WHEN THEY GIVE FEEDBACK
11
Q
- Words and their context
- Congruence between verbal and nonverbal messages
A
INTERPRETATION OF MESSAGE
12
Q
- Reaction of the receiver
- Either verbal or non verbal
A
FEEDBACK
13
Q
considered as the best feedback
A
NODDING
14
Q
Inferences that affect the accuracy of the exchange of message
A
BARRIERS
15
Q
TYPES OF BARRIERS
- Height of the Rx counter separating the pharmacist & the patient
- Noisy Pharmacy Areas
- Presence of a clerk or technician between patient & pharmacist
A
ENVIRONMENTAL BARRIERS
16
Q
TYPES OF BARRIERS
- Lack of confidence in personal communication
- Fear or anxiety
- Internal conversation/ internal monologue
- Transfer of problems to another person
- Cross cultural factors
A
PERSONAL BARRIERS
17
Q
- Not being knowledgeable
- Not want to talk with them
- Perception that health care system is impersonal
- Perception of their medical condition
- Perceived enough information on medicine’s label
A
PATIENT BARRIERS
18
Q
- Counseling services not a priority → expensive
- Policies that discourage pharmacist-patient interaction
A
ADMINISTRATIVE & FINANCIAL BARRIERS
19
Q
- Choose best time for both parties to talk
- Make efficient use of time (use patient information leaflet)
- Assess nonverbal messages for assurance of a well-timed communication
A
TIME BARRIERS
20
Q
- Medium of exchange → Not in words; gestures
- Unique - Mirror innermost thoughts & feelings; Difficult, if not, impossible to “fake”
A
NONVERBAL COMMUNICATION
21
Q
ELEMENTS OF NONVERBAL COMMUNICATION
- Manner in which you use your arms, legs, hands, head, face & torso
- HEALTH PROFESSIONAL ROLE – serving others SINCERITY, RESPECT & EMPATHY → “open” cue cluster
A
KINESIS
22
Q
POSTURE
- Varied eye contact
- Relaxed posture
- Appropriate, comfortable gestures
- Frontal appearance
- Slight lean toward the other person
- Erect body position
A
OPEN POSTURE
23
Q
POSTURE
- Arms folded in front of your chest
- Legs crossed at the knees
- Head facing downward
- Eyes looking at the floor
- Shortens or makes interaction half productive
A
CLOSED POSTURE
24
Q
ELEMENTS OF NONVERBAL COMMUNICATION
- The distance between 2 interacting persons
- The structure and use of space → powerful nonverbal communication tool
- Most protected space →18 inches from our bodies
A
PROXEMICS
25
**powerful** nonverbal communication tool
STRUCTURE & USE OF SPACE
26
**Most protected space**
18 INCHES FROM OUR BODIES
27
# ELEMENTS OF NONVERBAL COMMUNICATION
* **Colors** in the pharmacy
* **Lights**
* **Use** of space
* Prescription **counter**
* **Sloppy** appearance of employees
ENVIRONMENTAL NONVERBAL FACTORS
28
# ELEMENTS OF NONVERBAL COMMUNICATION
* **Lack** of eye contact with patient
* **Facial expression**
DISTRACTING NONVERBAL
29
# DISTRACTING NONVERBAL
* Indicates **lack of confidence** about what you are saying
* **Limits** ability to **receive feedback** from patient
LACK OF EYE CONTACT W PATIENT
30
# DISTRACTING NONVERBAL
* Sending **unintentional** messages
* Feel **lack** of interest
FACIAL EXPRESSION
31
OVERCOMING DISTRACTING NONVERBAL FACTORS
* **Recognize** how you communicate with others –in the **nonverbal area** – **videotape yourself**
* **Find strategies to overcome** distracting elements or barriers
32
# BENEFITS OF EFFECTIVE COMMUNICATION
Recognize importance of ____ in **maintaining** or **promoting well-being**
MEDICATION
33
34
# BENEFITS OF EFFECTIVE COMMUNICATION
**Accept** the **support** from the ____ in establishing a **trusting working relationship** for continuous interaction & subsequent consultations
HEALTHCARE PROVIDER
35
# BENEFITS OF EFFECTIVE COMMUNICATION
Develop the **ability** to make **more appropriate** ____
MEDICATION-RELATED DECISIONS
36
# BENEFITS OF EFFECTIVE COMMUNICATION
Improve ____ to **deal with** medication adverse effects & drug interactions
COPING STRATEGIES
37
# BENEFITS OF EFFECTIVE COMMUNICATION
Show ____ toward taking medications to **improve** his/her health status
MOTIVATION
38
# BENEFITS OF EFFECTIVE COMMUNICATION
Become a more ____, ____, ____ in disease treatment & self-care management
INFORMED, EFFICIENT, ACTIVE PARTICIPANT
39
# BENEFITS OF EFFECTIVE COMMUNICATION
Serves as a ____ for pharmacists
QUALITY CONTROL CHECK
