19 Questions
What is an example of a question that a pharmacist can ask to assess the customer's needs during a counselling session?
Is there anything I can help you with?
What is a suitable way to greet a customer at the beginning of a counselling session, according to the text?
Good morning/afternoon and self-introduce
What type of information might be important to provide to a customer when recommending a product during a counselling session?
How many tab/ml times per day; how many days the product should be used
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
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
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?'
Which question is relevant to ask when assessing customer needs during a counselling session?
'How many days has it been?'
What is an example of establishing rapport with a customer during a counselling session?
'Good morning, madam/sir.'
What kind of information should be prepared and provided regarding product usage during a counselling session?
'Prepare a written label/medicine envelope.'
What is a common misconception regarding elderly patients in a pharmacy setting?
They prefer quick and concise information.
Which aspect is crucial when identifying customer needs during a pharmacy counselling session?
Assessing symptoms thoroughly
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.
What is a key element in establishing effective communication during a pharmacy counselling session?
Establishing rapport with the customer
Why is it important to ask open questions when assessing customer needs in a pharmacy setting?
To gather detailed information from the customer
Which action demonstrates good verbal skills during a pharmacy counselling session?
Explaining complex concepts in simple terms
What might be a common misconception about parents with young children in a pharmacy setting?
They need minimal guidance and assistance.
What could be a challenging situation when providing product recommendations during a counselling session?
Understanding customer preferences before recommending a product
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
What could be a misconception about providing instructions to customers during counselling sessions?
Simplifying dosage instructions for better understanding
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.
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.
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