National Pharmacy Training Programme 2024: Communication Skills Quiz

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Questions and Answers

What is an example of a question that a pharmacist can ask to assess the customer's needs during a counselling session?

How many siblings do you have?

Have you watched the latest movie?

Are you feeling better?

Is there anything I can help you with? (correct)

What is a suitable way to greet a customer at the beginning of a counselling session, according to the text?

Ignore them until they speak first

Good morning/afternoon and self-introduce (correct)

Ask for their credit card details

Start discussing your personal problems

What type of information might be important to provide to a customer when recommending a product during a counselling session?

How to fix a leaking faucet

The latest gossip in town

The best vacation spots

How many tab/ml times per day; how many days the product should be used (correct)

Which of the following is an example of providing instructions to a customer during a counselling session?

Informing the customer how many tab/ml times per day to take Signup and view all the answers

What type of advice should be offered to customers during a counselling session to help speed up recovery, according to the text?

Provide 2 key lifestyle and diet advice Signup and view all the answers

How should a pharmacist respond when a customer says 'Good morning' at the start of a counselling session?

'Is it for yourself or someone else?' Signup and view all the answers

Which question is relevant to ask when assessing customer needs during a counselling session?

'How many days has it been?' Signup and view all the answers

What is an example of establishing rapport with a customer during a counselling session?

'Good morning, madam/sir.' Signup and view all the answers

What kind of information should be prepared and provided regarding product usage during a counselling session?

'Prepare a written label/medicine envelope.' Signup and view all the answers

What is a common misconception regarding elderly patients in a pharmacy setting?

They prefer quick and concise information. Signup and view all the answers

Which aspect is crucial when identifying customer needs during a pharmacy counselling session?

Assessing symptoms thoroughly Signup and view all the answers

In a counselling session, what is the pharmacist's role when a customer has just started a new medication?

Offer more time and assistance as needed. Signup and view all the answers

What is a key element in establishing effective communication during a pharmacy counselling session?

Establishing rapport with the customer Signup and view all the answers

Why is it important to ask open questions when assessing customer needs in a pharmacy setting?

To gather detailed information from the customer Signup and view all the answers

Which action demonstrates good verbal skills during a pharmacy counselling session?

Explaining complex concepts in simple terms Signup and view all the answers

What might be a common misconception about parents with young children in a pharmacy setting?

They need minimal guidance and assistance. Signup and view all the answers

What could be a challenging situation when providing product recommendations during a counselling session?

Understanding customer preferences before recommending a product Signup and view all the answers

Why is it important for pharmacists to offer lifestyle and diet advice during a counselling session?

To provide holistic care and support for the customer Signup and view all the answers

What could be a misconception about providing instructions to customers during counselling sessions?

Simplifying dosage instructions for better understanding Signup and view all the answers

Study Notes

Essential Communication Skills

Verbal skills: avoiding medical jargon and terminology, reflecting the language of the customer, using the right words and tone
Listening skills: active, critical, empathic listening involving facial expression, body language, and verbal tone
Questioning/interviewing skills: using open and probing questions, summarizing, reflecting, and clarifying information given by the customer
Responding skills: advising, understanding, empathic responses, clear and concise

Positive vs Negative Communication

Positive communication: friendly, greeted patient warmly, apologized for delay, showed personal interest, provided explanations, communicated clearly, confirmed understanding, and encouraged customer to ask questions
Negative communication: did not greet patient, did not apologize for delay, showed no personal interest, did not provide explanations, did not communicate clearly, did not confirm understanding, and did not encourage customer to ask questions

Building Customer Rapport

Friendly approach: approachable, welcoming, maintaining eye contact, and attentive
Professionalism: maintaining integrity while being personable

Assessment of Customers' Needs - Triage

Triage is the process of prioritizing customer care based on the severity of their condition
Having a system of assessing customers' inquiries and providing timely care

Counselling Framework

Learning outcomes:
- Apply essential communication skills required for successful customer interaction
- Demonstrate the ability to assess customers in a retail setting
- Conduct a standard counselling session in layman's terms

Customer/Patient-Centred Care

Focus on customer/patient needs and concerns
Types of customer-centred communication in pharmacy practice:
- Medication Information Transfer
- Medication Information Exchange
- Medication Education
- Medication Counselling

Fundamentals of Communication

Albert Mehrabian's research on how a message is communicated
Different customers may require different approaches to information gathering based on their needs and characteristics

Conducting a Counselling Session

Greeting and establishing rapport
Identifying customer's needs (triage)
Providing product and instructions
Offering advice and instructions

Examples of Counselling Session

Basic counselling framework:
- Greet morning/afternoon and self-introduce
- Assess customer's needs by asking open questions
- Choose a suitable product
- Provide instructions
- Offer advice and recommendations
Example of counselling session 2:
- Pharmacist: Good morning, how can I help you today?
- Customer: Good morning.

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Description

Test your knowledge on verbal skills, listening skills, avoiding medical jargon, reflecting the language of the customer, using the right words and tone, active listening, critical listening, empathic listening, questioning skills, responding skills, and more.