Communication Skills PDF

‫كلية الصيدلة‬ Communication skills Sheet #5 ▪ Reference(s): Introduction to Dr. Manal Ayyash & Dr. Faten Odeh : ‫اسم المادة‬ Pharmacy Practice...

‫كلية الصيدلة‬ Communication skills Sheet #5 ▪ Reference(s): Introduction to Dr. Manal Ayyash & Dr. Faten Odeh : ‫اسم المادة‬ Pharmacy Practice : ‫مدرس المادة‬  Communication skills SHEET # 5 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 2  Learning outcomes The communication of Define the pharmacist with health communication. care professional. Types of communication, The communication of verbal and non-verbal pharmacist with patient. communication. Strategies to improve communication. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 3 Introduction Definition Communication is the transfer of information meaningful to those involved. It is the process in which messages are generated and sent by one person and received and translated by another person. It is a vital skill, necessary for success in personal and professional settings. The goal of all communication is understanding In fact, a message is successful only when both the sender and the receiver perceive it in the same way. However, the meaning generated by the receiver can be different from the sender’s intended message. Three parts of communication process: Sender, Message, & Receiver 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 4  Communicating effectively is key to reinforcing the value of the pharmacist within the healthcare system. Pharmacists communicate with a wide variety of healthcare professionals on a daily basis. Introduction The type of information that is communicated may be the (cont.) same. However, the knowledge level and expectation of the audience dictate the delivery of the message. Regardless of knowledge or expertise, pharmacists cannot actively participate in patient care unless they can communicate effectively. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 5  ❖In all of pharmacy career options (institutions, community, managed care, academia, regulatory, and industry), professional communication is critical. ❖Communication skills are paramount to effective pharmacy practice ❖verbally responding to a physician’s question during patient care Introduction rounds, ❖providing an educational program to nursing staff, or (cont.) ❖publishing results of a research project in a biomedical journal ❖Pharmacists often serve as the guardians of appropriate drug therapy. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 6 Introduction (cont.) pharmacist and communication To be professionally effective ,pharmacists need to be aware of: a) The different messages they are sending. b) How these could be perceived c) The messages others are sending to us d) The ways in which we are interpreting these messages,which may be inaccurate. e) How to ensure that communication is tailored to the situation and supports good pharmacy practice and human relations. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 7 Communication with health care professional Pharmacist-Physician Communication: To communicate effectively, pharmacists must be comfortable with their role on the health care team and confident in their unique knowledge and contributions to patient care. Be prepared with specific questions or facts and recommendations when initiating a patient care–related conversation with physicians. Stay within the pharmacist’s area of expertise. Never interrupt a physician-patient interaction, except in a life-threatening situation. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 8 Communication with health care professional Pharmacist-Physician Communication (cont.) ▪Choose the right time and place for the conversation. ▪Do not go to an attending physician when the question or recommendation is more appropriate for a less senior member of the medical team. ▪Do not interrupt teaching rounds with trivial questions and observations better communicated one to one with individual physicians. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 9 Communication with health care professional Pharmacists – nurses communication ▪Pharmacists and nurses must treat one another with respect; both professionals must realize that they share the same goal (e.g., optimal patient care) and are on the same patient care team. ▪Communication should be clear, to the point, and timely. ▪The use of the telephone as the primary means of communication is an added barrier to effective pharmacist-nurse communication ▪It is easy to be rude, either intentionally or unintentionally, during telephone conversations. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 10 Communication with health care professional Pharmacists-Pharmacists communications ▪Pharmacists on the patient care team need to update consulting pharmacists frequently. ▪Consulting pharmacists should be aware that the primary team may have more information than that documented in the patient record; they should not make recommendations in isolation. ▪Inpatient patient-focused care takes place 24 hours a day, 7 days a week. ▪Continuity between shifts requires clear communication of patient information, plans for the patient, and other patient issues. ▪A common communication system is the exchange of patient information during sign-out rounds or the discussion of patient specific issues and the passing on of patient monitoring forms and other types of written documentation between the pharmacist leaving the service and the pharmacist assuming responsibility for the patient. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 11  ▪Effective communication between pharmacists and patients or family members is extremely important to pharmaceutical Communication care. with patient ▪Ineffective communication leads to confusion and misunderstanding and may contribute to inappropriate decisions regarding drug therapy. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 12  The pharmacist must be able to: 1. Understand the illness experience of the patient. 2. Perceive each patient's experience as unique. Communication 3. Foster a more equal relationship with patients. with Patient 4. Build a therapeutic alliance with patients to meet mutually understood goals of therapy. 5. Develop self-awareness of personal effects on patients. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 13 Types of communication Communication divided into : Verbal Non-verbal communication communication 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 14 Verbal communications ❖Verbal communication is the most common type of communication that pharmacists utilize. ❖It is common for a pharmacist to be approached by several different individuals (with varying backgrounds), regarding a multitude of situations, in a single day. ❖The most common verbal communications that pharmacists engage in involve responding to drug therapy questions and receiving verbal drug orders. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 15  Can be spoken or written. The meaning of words can however be altered by the non- verbal aspects of voice tone or emphasis. Verbal communications Writing is less sensitive than spoken language, but there are different writing styles that can be used for different purposes and to convey different meaning and tone. As in spoken communication ,written materials should be carefully composed to suit the needs of the particular audience. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 16 Stages in verbal communications In pharmacy practice ,communication frequently lasts only a few minutes. This makes it more important that the time is used properly. 1) Introduction: establishes a connection between those communicating. ◦ It can promote rapport, build up trust, engage interest and encourage open interaction. ◦ It involves the exchange of ordinary courtesies and general enquiries. 2) Opening: the topic to be covered is introduced and briefly explained. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 17 Stages in verbal communications (cont.) 3) Business: the main messages are delivered, or information are obtained. 4) Reconnection: it is important that a personal reconnection is made as a preparation for ending the interaction. It is often helpful at this point to make sure the patient understands the detail and relevance of the material and can obtain clarification. 5) Closure:during this stage non-verbal language can play an important role in signalling the end of a session.Concluding courtesies will round off the encounter positively 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 18 Verbal communication Written communication ❖The prescription is the most critical written communications between pharmacists and other healthcare professionals are undoubtedly, in community practice, and medication order, in institutional practice. ❖Other important types of written communications including: a) Ddocumentation of patient care b) Electronic communications c) Professional correspondence d) Manuscripts for publication e) poster presentations 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 19 Verbal communication Written communication ▪All forms of professional writing require clarity and precision. ▪Short sentences and paragraphs ,simple words and sentence structure ,are among the most important qualities of the best writing. ▪Words need to be chosen carefully, with correct grammar ,easily legible handwriting or font ,and format and structure that are clear, accessible and effective. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 20  The healthcare professional should encourage patients to share experiences with therapy because they have unanswered questions they have misunderstandings Verbal they experience problems to therapy communication they can “monitor” their own responses to treatment they make their own decisions regarding therapy they may not reveal information to you unless you initiate a dialogue 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 21 Barriers to verbal communication Physical Lack of The Barriers Privacy Telephone 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 22 Barriers to verbal communication Physical barrier Physical barriers commonly encountered in community pharmacies include: ▪the large countertops and display areas behind which many pharmacists work ▪windows with security bars and protective glass ▪drive through windows that isolate the pharmacist from the patient ▪elevated pharmacy work area that accentuates the pharmacist’s position of authority and places the patient in an inferior position. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 23 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 24 Barriers to verbal communication Physical barrier ▪Hospital and other institutional pharmacists have fewer physical barriers to contend with but have the additional problem of communicating with patients who are in bed. ▪Patients in bed are easily intimidated by people standing over them; interviews may be strained or limited depending on the patient’s level of discomfort. ▪One way to minimize patient discomfort is to make sure that all conversations take place face to face at or below the patient’s eye level. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 25 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 26 Barriers to verbal communication Lack of privacy ▪Lack of privacy is a common communication barrier. ▪Although lack of privacy often is identified as a barrier to effective communication with patients, it also is an important barrier when communicating with other health care professionals. ▪Do not discuss or debate specific or nonspecific patient information or health care issues in public areas such as hallways, walkways, elevators, cafeterias, libraries, and parking lots. ▪Do not discuss patient-specific information with family or friends without the permission of the patient. ▪The lack of privacy makes the voicing of personal concerns and the exchange of accurate and complete information difficult for many patients. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 27  ▪patients may withhold potentially embarrassing personal information or avoid asking potentially embarrassing questions if they think the conversation may be overheard. ▪Provide as much privacy as possible. Ideally, converse with patients and discuss patient specific information with other Barriers to health care professionals in private counseling or verbal consultation rooms. communication ▪In community pharmacies, converse with patients in a corner Lack of privacy of the pharmacy away from the cash register, drop-off windows, and pickup windows. ▪In hospitals and other institutions, create a sense of privacy by closing the door to the room and pulling the curtain around the bed. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 28 Barriers to verbal communication The telephone ▪The telephone is an important communication tool used to communicate with patients, patient family members, physicians, nurses, other pharmacists, and other health care professionals. ▪Speak clearly, listen carefully, be organized, and state facts clearly and calmly. ▪Those initiating the telephone conversation should identify themselves by name and state the purpose of the call. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 29 Barriers to verbal communication The telephone ▪Be prepared to repeat the request several times before being connected to the right person. ▪When answering telephone calls, identify yourself and ask for the caller’s identity. ▪Make every effort to deal with the call immediately; avoid putting the other person on hold. ▪If you are too busy to speak with the caller at that moment, explain the situation to the caller immediately and arrange to call back at a mutually convenient time rather than placing the person on hold. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 30 Barriers to verbal communication The telephone ▪Most telephone calls are directly related to patient care and need to be dealt with as soon as possible. ▪Interruptive telephone calls should be dealt with as unhurriedly and professionally as possible. ▪Pharmacists sometimes receive telephone calls from angry and upset patients, patient’s family members, nurses, physicians, and other health care professionals. ▪The best way to deal with these types of calls is to stay calm, listen to what the person has to say, clarify the issue, and then handle the problem as professionally as possible. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 31 Non-verbal communication ❑Non-verbal communication includes messages conveyed through body language and facial expression. Example: a person who is sitting with their arms and legs crossed signals a ‘closed’ body posture or hinders the free flow of communication. ❑Other non-verbal signals like looking away ,doing something else at the same time or allowing people to interrupt you can also signal inattention and inhibit communication. ❑Nonverbal communication involves a complete mix of behaviors, psychological responses, and environmental interactions through which we consciously or unconsciously relate to another person. ❑approximately 55% to 95% of all communication can be attributed to nonverbal sources. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 32 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 33 Importance of Non-verbal Communication Nonverbal communications are important for three reasons. First, they mirror innermost thoughts and feelings. Second, it is difficult, and almost impossible, to “fake” during an interpersonal interaction. Third, congruence between your verbal and nonverbal messages; your non-verbal communication MUST BE CONSISTENT with your verbal communication or people will be suspicious of the intended meaning of your message. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 34 Elements of Nonverbal Communication ▪The manner in which you use your arms, legs, hands, head, face, and torso may have a dramatic impact on the messages that you send. It should reflect interest, empathy, sincerity, respect. ▪In general, individuals from various societies use different body movements to communicate certain messages. for example, it is common for two men to shake hands when meeting each other. A handshake is a way by which we nonverbally indicate friendship or acceptance of the other person. ▪In some cultures, it is more appropriate to bow to each other rather than shake each other’s hand. 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 35  Non-verbal communication Nonverbal expressions include: ▪kinesics, (body movement), ▪Proxemics (distance between persons trying to communicate), elements of the physical environment in which communication takes place. ▪Distracting factors 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 36 Strategies to improve communication 1. Explain things clearly in plain language 2. Focus on key messages and repeat 3. Use a “teach back” or “show me” technique to check understanding 4. Effective questions 5. Use patient-friendly educational materials to enhance interaction Together, these strategies and others will help ensure the environment is patient-friendly and shame-free for ALL patients 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 37 Strategies to improve communication Explain Things Clearly in Plain Language ❖Slow down the pace of your speech ❖Use plain, non-medical language “Blood pressure pill” instead of “antihypertensive” Pay attention to patient’s own terms and use them back ❖Avoid vague terms “Take 1 hour before you eat breakfast” instead of “Take on an empty stomach” 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 38  Strategies to improve communication Focus on Key Messages and Repeat 1. Limit information Focus on 1-3 key points 2. Develop short explanations for common medical conditions and side effects 3. Discuss specific behaviors rather than general concepts What the patient needs to do 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 39  Use a “Teach Back” to Check Understanding Teach Back Scripts: I want to make sure I explained everything clearly. If you were trying to explain to your husband how to take this medicine, what would you say? Strategies to improve Let’s review the main side effects of this new communication medicine. What are the 2 things that I asked you to watch out for? Show me how you would use this inhaler 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 40 Strategies to improve communication Effective Questions ❖Don’t use closed-ended questions e.g.: Do you have any questions? Did you take your doses correctly? ❖Instead use open-ended questions e.g.: What questions do you have? How did you take your doses last month?” 2024-2025 ASU INTRODUCTION TO PHARMACY PRACTICE DR. MANAL AYYASH 41