Pharmaceutical Care and Communication Skills

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Questions and Answers

What is the difference between empathy and sympathy?

Empathy puts yourself in speaker's shoes and neutralizes feelings, while sympathy merely feels for the speaker.

According to the Mehrabian theory, what percentage of communication is attributed to vocal communication?

25%

38% (correct)

55%

According to the Mehrabian formula, Total acceptance = 55% Visual + 38% Vocal + 7% __________.

Verbal

In motivational interviewing, it is crucial to listen more than talk.

True Signup and view all the answers

What is the DK effect according to David Dunning and Justin Kruger's research?

A cognitive bias in which people of low ability have illusory superiority and mistakenly assess their cognitive ability as greater than it is. Signup and view all the answers

Define Professional Development according to the lecture notes.

(CXC)R: Competence X Commitment, where Competence = Knowledge + Skills Signup and view all the answers

What is the purpose of feedback in communication?

To ensure the receiver has understood the message intended by the sender. Signup and view all the answers

What are the types of feedback mentioned in the lecture notes? (Select all that apply)

Developmental Feedback Signup and view all the answers

Active listening is solely related to using your ears to receive sound.

False Signup and view all the answers

What does the 'D' stand for in the Change Formula equation?

Dissatisfaction with how things are now Signup and view all the answers

What does the 'V' stand for in the Change Formula equation?

Vision of the new status Signup and view all the answers

What does the 'F' stand for in the Change Formula equation?

First, concrete steps that can be taken towards the vision Signup and view all the answers

What does the 'R' stand for in the Change Formula equation?

Resistance of change Signup and view all the answers

What does the 'C' stand for in the Change Formula equation?

Cost of change or change requirements Signup and view all the answers

Which of the following are examples of resistance talk? (Select all that apply)

Disagreeing Signup and view all the answers

At what level of training is one prepared to guide an ongoing group in learning Motivational Interviewing (MI)?

Supervisor Training Signup and view all the answers

Study Notes

Basics for Development

David Dunning and Justin Kruger research interpreted to DK effect (6 stages): a cognitive bias where people of low ability have illusory superiority and mistakenly assess their cognitive ability as greater than it is.
Professional Development = (CXC)R: Competence (Knowledge + Skills) × Commitment (Motivation + Confidence)
Johari Window: a tool to understand self-awareness, understanding others, and others' understanding of oneself

Feedback

Feedback is the process that ensures the receiver has received the message and interpreted it correctly as intended by the sender
Types of feedback: Positive, Developmental, Description, and Corrective
Barriers to delivering feedback: unawareness of its value, lack of knowledge and skills, and fear of negative reactions
Tips to deliver feedback: be clear, specific, and future-focused

Leadership Theory of 5 Stages

Level 1: Position (leadership by appointment)
Level 2: Permission (leadership by relationships)
Level 3: Production (leadership by results)
Level 4: People Development (leadership by reproducing leaders)
Level 5: Pinnacle (leadership by legacy)

Listening Skills and Empathy

Hearing vs. Listening: receiving sounds vs. paying attention to understand
Active Listening: repeating, rephrasing, paraphrasing, and reflecting
Responsible Listening: taking responsibility and implementing good actions
Empathy vs. Sympathy: understanding and sharing feelings vs. feeling sorry for someone

Basic Communication (2) Mehrabian Theory

Mehrabian formula: Total acceptance (liking) = 55% Visual + 38% Vocal + 7% Verbal
A) 55% Visual: Nonverbal communication (Proxemics, Kinesics, Oculesics, Olfactics, Chromatics, Haptics)
B) 38% Vocal: Volume, Clarity, Variety, Tone, Pace, Pitch, and Emphasis
C) 7% Verbal: using professional and scientific vocabulary to build rapport with the patient

Motivational Interviewing

Definition: a goal-oriented, patient-centered counseling style to elicit behavior change
Principles: Express empathy, Develop discrepancy, Avoid argumentation, Roll with resistance, and Support self-efficacy
Strategies: Open-ended questions, Reflective listening, and Summary reflections### Motivational Interviewing
Designed for situations where patients need to make a behavior change but are unsure or resistant to the idea
First introduced by Bill Miller in 1983, rooted in his clinical practice
Focuses on understanding patient's resistance as a product of the counseling session rather than a lack of motivation

Definition of Motivational Interviewing

A goal-directed, patient-centered counseling style for eliciting behavior change by helping patients explore and resolve ambivalence
(Rollnick and Miller, 1995)

Principles of Motivational Interviewing

Principle 1: Don't tell people what to do; people do what they want to do
Principle 2: Listen is more important than talking
Principle 3: Let the patient tell you they need to change; people are more persuaded by their own reasons
Principle 4: Cognitive dissonance; people struggle with choices, leading to discomfort
Principle 5: Most people need to feel confident before trying to change
Principle 6: Ambivalence is normal

Strategies in Motivational Interviewing

Four principles:
- Get a conversation going through reflective listening
- Develop discrepancy between patient's goals/values and current behavior
- Avoid argument and direct confrontation; adjust to resistance instead
- Support self-efficacy and optimism; focus on patient's strengths

Techniques and Approaches

OARS Technique:
- Open Questions
- Affirmations (recognizing patient strengths)
- Reflective Listening
- Summaries
FRAMES Technique:
- Feedback regarding personal risk
- Responsibility for change is placed with the individual
- Advice about changing is given in a non-judgmental manner
- Empathic counseling, emphasizing warmth, respect, and understanding
- Self-efficacy or optimistic empowerment is encouraged

Change Formula: Equation of Change

DVF > R+C+1
- D: Dissatisfaction with the current situation
- V: Vision of the new status
- F: First, concrete steps towards the vision
- R: Resistance of change
- C: Cost of change or change requirements

Examples of Resistance Talk

Disagreeing
Discontinuing
Interrupting
Side-tracking
Unwillingness
Blaming
Arguing
Challenging
Minimizing
Pessimism
Excusing
Ignoring

Six Levels of Training

Introduction to MI: Experience the basics of MI and decide level of interest in learning more
Application of MI: Learn one or more specific applications of MI
Clinical Training: Learn the basic clinical style of MI and how to continue learning in practice
Advanced Clinical Training: Move from basic competence to advanced clinical skillfulness in MI
Supervisor Training: Learn to guide an ongoing group in learning MI
Training for the Trainers: Learn a flexible range of skills and methods for helping others learn MI

Personalized Communication

Understanding patient's description of medication: individual patient's trait, preference, and perception
Advanced skilled practice: understand patient's insight, cognitive orientation (introverted or extroverted), and attitude towards receiving information (intuition or sensing)

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Description

This quiz is based on lecture notes by Dr. Mohanad Odeh, covering pharmaceutical care and communication skills, including topics like Dunning-Kruger effect, professional development, and Johari window.