W3 Overview of Communication Skills

Question 1

What are examples of poor communication with patients? (4)

Answer 1

Inaccurate patient medication history
Inappropriate therapeutic decisions
Patient confusion
Disinterest and non-compliance.

Question 2

How do you introduce yourself in the OSCE’s?

Answer 2

Hello my name is… and I am a Pharmacist

Question 3

Examples of non-verbal communication: (7)

Answer 3

1. Eye contact
2. Facial expression
3. Body posture
4. Proximity/positioning
5. Appearance
6. Paralinguistic cues
7. Visual aid e.g. patient info leaflets

Question 4

What is verbal communication?

Answer 4

Ability to listen, understand and respond (Active listening).

Question 5

What are the different types of communication with patients? (7)

Answer 5

1. Medication history
2. Written patient information
3. Medication counselling for patients, healthy lifestyle
4. Teaching and mentoring
5. Poster presentations and research papers
6. Media, social media , personal

Question 6

How can we improve our communication skills as pharmacists?

Answer 6

Refer to MEP
Use Welsh language where possible; Bore da, Prynhawn da

Question 7

Verbal communication skills:
What is active listening?

Answer 7

Ability to listen, understand and respond to what people say

Question 8

Verbal communication skills:
What is an Evaluation?

Answer 8

Ability to interpret the non-verbal communication and respond in a way that encourages continued interaction

Question 9

What are examples of verbal communication skills?

Answer 9

-Asking questions
- Active listening
-Speaking clearly and conscisely
- Open questions