Communication

Skills for
Pharmacists
Prof. Lecturer Crystal Jmee G.
Hernandez, MSc, RP, DVM (st)
 TOPIC OUTLINE
• Communication (Overview)
• Verbal Communication Skills
• Active Listening
• Observation and Assessment
• Barriers to Verbal Communication
• Physical Barriers
• Lack of Privacy
• Telephone communication
• Written communication Skills
• Integration
• Communicating with Patients
• Communicating with Health Care Professionals
• Platform and Presentations
“The Ability to
Communicate
Clearly and
Effectively”
An Important Skill
 Communication Overview
Linguistic
Verbal
Paralinguistic
Communication
Body language
Non-Verbal
Facial Expression
 Communication Process
Encode
Decode

Barriers

Decode Encode
A* D * E * D
Accuracy * Depth * Efficiency * Details
 Essential Verbal
Communication Skills
Ability to listen, understand, and
respond to what people say
(active listening), ability to
interpret nonverbal
communication and respond in a
way that encourages continued
interaction
Verbal communication skills
Active listening
• Respond to what people say
• Focus on the sender of the message
• Patient
• HC provider
• Family member
• Colleagues
• Etc.
• Make that person feel they are the
“center of attention”
Verbal communication skills
Active listening
Verbal communication skills
Observation and Assessment
• Effective 2-way communication
requires a constant
observation and assessment of
communication
• Do not invade personal space
(correct distance)
• Variant eye contact
• Be aware of nonverbal
messages
Verbal communication skills
Observation and Assessment
 Barriers to
Verbal
Communication
Barriers to Verbal Communication
Physical Barriers
Barriers to Verbal Communication
Lack of Privacy
• Lack of privacy is important aspect to check in
health care settings
• Breach of privacy is committed when we
share information of our patients or discuss in
public
• Lack of privacy
• Makes it difficult to exchange personal
information and concerns, accurate and
complete information
Barriers to Verbal Communication
The Telephone

• Speak clearly
• Listen carefully
• Be organized
• State facts clearly and calmly
Barriers to Verbal Communication
The Telephone Etiquette
1. Greet and introduce yourself
2. Know the identity of the caller
3. Do not easily give out
information
4. Tone is important
5. Call back when you need or
must to
Barriers to Verbal Communication
Anger Management
Welcome the Concern
Encourage information gathering
Listen
Create an environment of win-win
situation
Offer support/ solutions (preferably)
Mediate/ Control Biasses
Evaluate
Written
Communication
Skills
Guidelines for Writing of Medical Records
1. Use black ink
2. Write clearly and legibly
3. Label notes with specific descriptive headings
4. Provide the time and date in the notes
5. Document he facts and avoid making unsubstantiated
judgments
6. Organize the information using formats (e.g. SOPA, PDAAR)
7. Sign the note at the end of the note with name and title
Integration of
Communication
Skills
Communication
5% verbal
95% non-verbal
Integration of communication skills
Titles
• Use the appropriate title as necessary
• RESPECT is NOT just words
• Do not assume in titles (e.g. Age VS looks)
• Stereotyping (e.g. Kuya, ate, nanay and
tatay)
• Ask the patient how they wanted to be
addressed
• Exceptions:
• Disoriented, confuse or sedated patients
(first name)
 Integration of
communication skills
Respect for the Patient
• Acknowledge without
judgement
• Respect for time, place, and
opportunity
• Know your place your purpose
(e.g. administrative)
 Integration of communication skills
Questioning Techniques
• Pharmacists MUST control the conversation
• Questioning skills improve as we practice it
• Interaction suggestion
• Start with nice welcome greeting
• Early part of conversation – open-ended questions
• Ask direct and structured questions as you go along the communication
• Narrow the focus of questions as appropriately
• Discuss one topic at a time (avoid leading, multiple and excessive close ended
questions)
• Take time
• Close the interaction with a summary and an opportunity for the patient to raise any
remaining clarifications
• End with a pleasant goodbye
 Integration of communication skills
Patient Instructions
• Confirm the depth of knowledge
• Acute or chronic condition
• New devices and new users (consider also the age of the user)
• Parts of the device/ operational information
• Care for devices
• Cleaning
• Specific administration reminders
• Topical preparations
• Patches
• Monitoring parameters (e.g. signs and symptoms, precautions, missed doses,
disposal, etc.)
• Remedy in case of untoward effects/ management
 Integration of communication skills
Medical Jargons
• Avoid the use of medical jargons
• Pharmacists must translate accurately medical jargons to lay
terminology as necessary
• Examples:
• Antitussive Cough suppressant
• Hypertension High Blood pressure
• Rhinitis Common cold
• Anticoagulant Blood thinner
 Integration of communication skills
Medical Jargons
• Examples:
• Hematoma Bruises/ bruising

• Analgesic Pain Killer

• Titrate To increase dose by increments

• Taper To decrease the dose by increments

• Sublingual Under the tongue

• Terminal Cancer End stage cancer

 Integration of communication skills
Medical Jargons
• Examples:
• Epistaxis Nose bleeding

• Hematemesis Vomiting with blood

• Hemoptysis Coughing up blood

Integration of Communication Skills
Antagonistic patients
• Patients who do not want to be bother by any pharmacist-patient
interaction especially interview, medication histories, etc.

What to do:
• Be professional and direct
• Clarify and reiterate the reasons and purpose of the communication
• Show respect
Integration of Communication Skills
Chronically Ill Patients
• May be sophisticated or demanding
• Due to long standing use of medications information may be vast

What to do:
• Assess the end of the patient
• Discuss medications well but be aware of the well-informed/ cynical
Integration of Communication
Skills
Critically Ill Patients
What to do:
• Speak directly to patients (if no CI), do not
presume they do not understand
• Make eye contact
• Adjust type of questions (closed-ended
questions)
• Be aware of nonverbal communication
• Acknowledge and communicate also with
the family
Integration of Communication Skills
Culturally Diverse Patients

What to do:
• Review patient history
• Integrate the patient’s beliefs into
their tailored regimen
• Be open-minded but maintain
professional knowledge
Integration of Communication Skills
Elderly Patients

What to do:
• Assess senses (eyesight, hearing)
• Do not presume
• Take time to engage in the conversation
• Counselling aids are advisable
Integration of Communication Skills
Embarrassing situations
What to do:
• Counsel in private
• Be sensitive to clues
(conversation)
• Avoidance of eye contact
• Blushing
• Stammering
• Be straight forward but scientific
and appropriate
• Give patient chance to express
themselves
 Integration of
Communication Skills
Assignment
 Integration of Communication Skills
Assignment
What to do:
• Hard-to-reach patients (low Socio-economic status, minorities and
illiterate)
• Hearing impaired
• Non communicative and overly communicative
• Mute patients
• Pediatric
• Physically challenged