Communication Skills Lecture Notes PDF

Communication skills (NP 409) (2 tutorial hours = 1 Cr) Prof. Gehan Fathy Pharmacists are good communicators by nature https://www.menti.com/326tai13et : https://www.menti.com/rfn1g836a4 Wee Lecture k 1 Introduction & overview about the course Definition of communicati...

Communication skills (NP 409) (2 tutorial hours = 1 Cr) Prof. Gehan Fathy Pharmacists are good communicators by nature https://www.menti.com/326tai13et : https://www.menti.com/rfn1g836a4 Wee Lecture k 1 Introduction & overview about the course Definition of communication process & importance 2 Keys for good communication 3 Barriers to communication Patient centered communication 4 Communication with different types of patients 5 Counselling process 6 Conflict and violence management 7 Counselling Event 8 Types of business communication 9 Methods of business communication: - Meetings 10 - Presentation skills - Resume writing 11 Electronic communication Ethics in communication 12 Students Presentations DOMAIN 1- FUNDAMENTAL KNOWLEDGE Define communication process and its importance Outline effective communication techniques with individuals, groups, communities and systems. Describe appropriate keys for good communication and counseling with patients Identify different barriers that hinder effective patient – pharmacist communication DOMAIN 4 - PERSONAL PRACTICE Demonstrate team working and time management skills Evaluate the pharmacist behavior in different communication scenarios Develop enhanced communication across a variety of health care contexts. Develop good presentation and counselling skills  Lectures Teaching & Learning Brain storming methods Blended learning Presentations Role play Assessment Assessment schedule Weight of method assessment 1. Practical work 1. Practical work: 1. Practical work : (30%) distributed CBL (3rd week) as: CBL Counselling (7th week) CBL (10%) Counselling Presentation (13th week) Counselling (10%) Presentation Presentation (10%) 2. Periodical 3.Periodical exam (6, 12th 3. Periodical exam exam week) (20%) 3. Final written 4. Final written exam (15th 4. Final exam exam week) (50%)  Define communication, its elements and components Explore the importance of communication process in pharmacy practice  Define communication process https://www.menti.com/xds2vacvgq  Define communicat ion? It is the process in which messages are generated and sent by one person and received and translated by another person. Elements of communication: The sender transmits a message to another person The message is the element that is transmitted from one person to another The receiver receives the message from the sender Feedback is the process whereby receivers communicate back to senders their understanding of the senders’ message Message: Words and their context words mean different things to different people based on the definitions learned This medication should be taken with plenty of fluids CONGRUENCE BETWEEN VERBAL AND NONVERBAL MESSAGES The meaning of the message may be somewhat unclear if the receiver senses incongruence between the verbal and nonverbal messages. Examples of Incongruent Messages A red-faced agitated patron comes into the pharmacy, raises a fist, and loudly proclaims, “I’m not angry, I’m just here to ask about a prescription error.”  FEEDBACK Feedback allows communication to be a two-way interaction rather than a one-way monologue. providing feedback to check the meaning of the message A key to preventing misunderstanding / misperception Statements or Questions That Elicit Feedback: How do you intend to take the medication? Please show me how you are going to use this nasal inhaler  Why communication is important? Case study: A 36-year-old man was prescribed a fentanyl patch to treat pain resulting from a back injury. He was not informed that heat could make the patch unsafe to use. He fell asleep with a heating pad and died. The level of fentanyl in his bloodstream was found to be 100 times the level it should have been.  Why communication is important? Case study: A 9-month-old baby is admitted to the hospital with a severe infection. The pharmacist spoke with the mother upon admission and learned that about 1 week ago her son had developed a minor bacterial infection and received an antibiotic, which she gave him for 4 days until the infection appeared to be cleared up. When asked why she stopped the antibiotic, the mother stated that she was just following the directions on the prescription label: “Take one-half teaspoonful three times a day for infection until all gone.” The mother stated that she gave the medication until the infection was all gone. Unfortunately, the intended message was that the antibiotic should be given until the liquid was all gone (which would have been about 14 days—long enough to treat the bacterial infection). The mother assigned a meaning to the message on the prescription label that was not accurate; and thus, she stopped giving the antibiotic, a super-infection developed, and the baby was hospitalized. Importance of communicati on: The communication process between health professionals and patients serves two primary functions. 1. It establishes an ongoing relationship between the professional and the patient. 2. It provides the exchange of information necessary to: assess a patient’s health condition, implement treatment of medical problems, evaluate the effects of treatment on a patient’s quality of life.