basic comm skills 2012 lecture 1

7/25/2019 Basic Comm Skills 2012 Lecture 1

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PHRM 3900:PHRM 3900:

Pharmacy CommunicationsPharmacy CommunicationsMatthew Perri, Ph.D., R.Ph.Matthew Perri, Ph.D., R.Ph.

Professor of PharmacyProfessor of Pharmacy

Clinical and Administratie PharmacyClinical and Administratie PharmacyRoom !"0C Ph:#$!%#3"#Room !"0C Ph:#$!%#3"#

m&erri'mail.r(.u)a.edum&erri'mail.r(.u)a.edu


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Communications *ool+o(Communications *ool+o(

otice this one is em&ty-


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Plan for today:Plan for today:

Course oeriew introductionCourse oeriew introduction/ D CardsD Cards

ame, where you are from, any &rior de)rees, somethin) a+outame, where you are from, any &rior de)rees, somethin) a+outyourself that will hel& me remem+er youyourself that will hel& me remem+er you

/ Course 1e+ &a)eCourse 1e+ &a)e*he &harmacy care &rocess*he &harmacy care &rocess

2RA 90 and Pharmacy Care2RA 90 and Pharmacy Care

Common communication mista4es health &ractitionersCommon communication mista4es health &ractitionersma4ema4e

asic communication s4illsasic communication s4ills


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*he Pharmacy Care Process*he Pharmacy Care Process

Collect and use

patient information

Identify patients drug

related problems

Develop solutions

to these problems

Select and recommend

therapies

Follow up to assess

patient outcomes


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2RA 90:2RA 90:

*hree &arts:*hree &arts:

/ Patient nformationPatient nformation

/ Pros&ectie Dru) 5tili6ation ReiewPros&ectie Dru) 5tili6ation Reiew

/ Patient Counselin)Patient Counselin)

Pu+lic 7aw 808%#0, $$08, 89!;R


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Patient nformationPatient nformation

>ull name>ull name

Address and &honeAddress and &hone

Date of +irth


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Pros&ectie D5RPros&ectie D5R

2er @ underutili6ation2er @ underutili6ation

*hera&eutic du&lications*hera&eutic du&lications

Dru)%disease interactionsDru)%disease interactionsDru)%dru) interactionsDru)%dru) interactions

ncorrect dosa)e or duration of treatmentncorrect dosa)e or duration of treatment

Dru) aller)y interactionsDru) aller)y interactions

Clinical a+use % misuseClinical a+use % misuse


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Patient Counselin)Patient Counselin)ame


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asic Communication 4ills inasic Communication 4ills in

Pharmacy PracticePharmacy Practice


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*he Communication Model*he Communication Model


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*he communication model:*he communication model:

Communication ta4es twoCommunication ta4es two/ sender and receiersender and receier

*o o&timi6e communication we must*o o&timi6e communication we mustconsider the channelEconsider the channelE

*wo way flow of information*wo way flow of information

Potential for a +rea4down to occur at anyPotential for a +rea4down to occur at any

timetimearriers will e(ist / minimi6e these whenarriers will e(ist / minimi6e these whenyou canyou can

Communications 4ills in Pharmacy Practice, *indall, eardsley and Bim+erlin, third ed., 899$, 7ea and >e+i)er,& 8#.


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arriers to communicationarriers to communication

Pharmacy FnironmentPharmacy Fnironment


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Pharmacy FnironmentPharmacy Fnironment


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http://www.rx.uga.edu/main/home/phrm3900/barriers.htmhttp://www.rx.uga.edu/main/home/phrm3900/barriers.htmhttp://www.rx.uga.edu/main/home/phrm3900/barriers.htm


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asic Counselin) andasic Counselin) and

Communication 4illsCommunication 4ills

Courtesy and ra&&ort:Courtesy and ra&&ort:/ Guite &ossi+ly the most critical s4ills you willGuite &ossi+ly the most critical s4ills you will

need to deelo&, and includes:need to deelo&, and includes:How to address &atientsHow to address &atients

ntroducin) yourselfntroducin) yourself

7earnin) &atient names7earnin) &atient names

ein) aware of your a&&earance, attitude, issuesein) aware of your a&&earance, attitude, issuesRes&ectin) &atient &riacy issuesRes&ectin) &atient &riacy issues

Aoidin) stereoty&esAoidin) stereoty&es

5sin) a&&ro&riate +ody lan)ua)e5sin) a&&ro&riate +ody lan)ua)e


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ody 7an)ua)eody 7an)ua)eMessa)e im&act:Messa)e im&act:

; er+al; er+al

3 ocal3 ocal

## +ody moements## +ody moements

2ften more +eliea+le than words2ften more +eliea+le than words

Com&osed ofCom&osed ofody moementsody moements

>acial e(&ression>acial e(&ression

esturesesturesPosture and +reathin)Posture and +reathin)

&ace&ace


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asic Counselin) andasic Counselin) and

Communication 4illsCommunication 4illsody lan)ua)e acial e(&ression / smile

/ Fye contactFye contact

/ 2&en &osture2&en &osture

/ DistanceDistance

/ *one of oice*one of oice/ et C72FREet C72FRE

/ Control distractions, lean in, o&en &osture, smile, ma4e )oodControl distractions, lean in, o&en &osture, smile, ma4e )ood

eye contact, rela(eye contact, rela(


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ome sam&les of facial +ody lan)ua)e-.ome sam&les of facial +ody lan)ua)e-.


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rin)in) it home to &harmacy, is this anrin)in) it home to &harmacy, is this an

e(am&le of )ood +ody lan)ua)e for ae(am&le of )ood +ody lan)ua)e for a

&harmacistI&harmacistI


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tereoty&estereoty&es

*he &rocess of attri+utin) a set of*he &rocess of attri+utin) a set of

characteristics to all mem+ers of a )rou&,characteristics to all mem+ers of a )rou&,

without re)ard for indiidual differences.without re)ard for indiidual differences./ 1e all react differently to different 4inds of &eo&le, and een differently1e all react differently to different 4inds of &eo&le, and een differently

at different times. ome reactions are oert, some hidden. *hey all canat different times. ome reactions are oert, some hidden. *hey all can

im&act how we relate to &atients. 1e want to aoid lettin) stereoty&esim&act how we relate to &atients. 1e want to aoid lettin) stereoty&es

influence how we react to and interact with our &atients.influence how we react to and interact with our &atients.

/ F(am&le statements:F(am&le statements:

Doctors are arro)antEDoctors are arro)antEJou canKt trust-


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A stereoty&e in action:A stereoty&e in action:

Km not feelin) ery well / need a doctor immediately.

Rin) the nearest )olf course.

Groucho Marx


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tereoty&estereoty&es

Common and most eeryone holds toCommon and most eeryone holds to

some de)ree of stereoty&in)some de)ree of stereoty&in)1hat is the im&act of this on ra&&ortI1hat is the im&act of this on ra&&ortI

ein) aware of how you may stereoty&e others isein) aware of how you may stereoty&e others iscriticalcritical

*reat eeryone as an indiidual*reat eeryone as an indiidual


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Ra&&ortRa&&ort

A leel of mutual consideration andA leel of mutual consideration and

res&ectres&ect/ *he warm fu66yE &art of communication*he warm fu66yE &art of communication

/ Paes the way for )ood communicationPaes the way for )ood communication

*rust is critical*rust is critical/ How do you build trust?How do you build trust?

/ How do you keep it?How do you keep it?

/ What happens when you break it?What happens when you break it?


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Perce&tionsPerce&tions
http://../perception.wmvhttp://../perception.wmvhttp://../perception.wmv


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>HFD >7F ARF *HF RF%>HFD >7F ARF *HF RF%

57* 2> JFAR 2> CF*>%57* 2> JFAR 2> CF*>%C *5DJ C2MFD 1*H *HFC *5DJ C2MFD 1*H *HF

FLPFRFCF 2> MAJ JFARFLPFRFCF 2> MAJ JFAR

2> FLPFR*2> FLPFR*


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7istenin)7istenin)


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asic 4ills: 7istenin)asic 4ills: 7istenin)

7istenin) 4ills:7istenin) 4ills:/ e aware of &erce&tions e aware of &erce&tions

test=test=

/ e non%ud)mentale non%ud)mental

/ e an actie listenere an actie listenerummari6in),ummari6in),

&ara&hrasin), clarifyin),&ara&hrasin), clarifyin),

feed+ac4


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asic 4ills: nformationasic 4ills: nformation

1hen communicatin) im&ortant1hen communicatin) im&ortantinformation to &atients, +e sure to:information to &atients, +e sure to:

tate the &ur&ose of your communicationtate the &ur&ose of your communication

nuire a+out what the &atient needsnuire a+out what the &atient needs

5se mar4ers for critical information5se mar4ers for critical information

/ Now, Ms. Smith, this is really important..! need youNow, Ms. Smith, this is really important..! need you

to"to"

*al4 in lay terms, +ut donKt oersim&lify*al4 in lay terms, +ut donKt oersim&lify

/ Aoid technical ar)onAoid technical ar)on

/Aoid information oerloadAoid information oerload

/ Bee& it short and sim&le, to the &ointBee& it short and sim&le, to the &oint


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asic 4ills: atherin)asic 4ills: atherin)

nformationnformation

1hen )atherin) information1hen )atherin) information

/As4 o&en%ended uestionsAs4 o&en%ended uestions

Much more information can +e )ainedMuch more information can +e )ained

aes timeaes time

Proides o&&ortunities for &atients to reealProides o&&ortunities for &atients to reeal

information we mi)ht not +e thin4in) a+outinformation we mi)ht not +e thin4in) a+out

/ How are you supposed to be takin# this?How are you supposed to be takin# this?

/ $ell me more about this"$ell me more about this"


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asic 4ills: Assessmentasic 4ills: Assessment

*he uestion is, did your &atient learn anythin)*he uestion is, did your &atient learn anythin)

from youI n other words, did the other &ersonfrom youI n other words, did the other &erson

understand what you said, and meantIunderstand what you said, and meantI

*o assess:*o assess:/ ummari6e your teachin)ummari6e your teachin)

/ Oerify what your &atients 4nowOerify what your &atients 4now

Ms. Smith, can you tell me how you will take yourMs. Smith, can you tell me how you will take your

medication?medication?

/ Reinforce &atient understandin) when you canReinforce &atient understandin) when you can

$hat%s ri#ht, this medication will make you sleepy"$hat%s ri#ht, this medication will make you sleepy"


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asic 4ills: Fm&athyasic 4ills: Fm&athy

ee4 to understand what your &atientsee4 to understand what your &atients

feelfeelFm&athy is not sym&athyFm&athy is not sym&athy

Realistically, may not +e attaina+le +ecause youRealistically, may not +e attaina+le +ecause youare not the other &ersonare not the other &erson

Fm&athy will hel& you sha&e your communicationFm&athy will hel& you sha&e your communication

so that others +etter understand youNso that others +etter understand youN

7istenin) and Res&ondin) *est:


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asic 4ills: Guestionsasic 4ills: Guestions

Fncoura)e &atients to as4 uestionsFncoura)e &atients to as4 uestions

/ &ust let me know i' you ha(e any other )uestions, *+?&ust let me know i' you ha(e any other )uestions, *+?

+ey oint-+ey oint- 1hen your &atients are1hen your &atients arecomforta+le as4in) you uestions, youcomforta+le as4in) you uestions, you4now you hae ra&&ort and are doin) a4now you hae ra&&ort and are doin) a

)ood o+ communicatin).)ood o+ communicatin).


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asic 4ills: Assertieness andasic 4ills: Assertieness and

PersuasionPersuasion

Assertie ersus a))ressie.Assertie ersus a))ressie.

Persuasie ersus &ushy.Persuasie ersus &ushy.

/ 1hat is the differenceI1hat is the differenceI


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Counselin) Methods 1e 1illCounselin) Methods 1e 1ill

7earn:7earn:

asic Counselin)asic Counselin)/ nteractie &atient counselin)nteractie &atient counselin)

*he Prime Guestions*he Prime Guestions

Counselin) in challen)in) situationsCounselin) in challen)in) situations/ *he PAR techniue*he PAR techniue

Pre&are, assess and res&ondPre&are, assess and res&ond

Counselin) for com&lianceCounselin) for com&liance/ *he RM techniue*he RM techniueReco)ni6e, identify and mana)eReco)ni6e, identify and mana)e


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>ace Readin): Art not cience>ace Readin): Art not cience

7i)ht7i)ht

>orehead>orehead

Fye+rows: sha&e,Fye+rows: sha&e,

&osition, ty&e&osition, ty&e

Fyes: s&acin), an)le,Fyes: s&acin), an)le,

+ul)in), si6e of iris, corner+ul)in), si6e of iris, cornerindents, &u&il res&onse,indents, &u&il res&onse,

showin) stressshowin) stress

FyelidsFyelids

FyelashesFyelashes

Fye PuffsFye Puffsose: si6e, sha&e, rid)e,ose: si6e, sha&e, rid)e,

width, nose ti& an)le,width, nose ti& an)le,

ose ti&ose ti&

ostrilsostrils

Fars: si6e, cu&s and rid)es,Fars: si6e, cu&s and rid)es,

an)le to head, &lacementan)le to head, &lacement

Chee4sChee4s

Mouth: si6e, an)leMouth: si6e, an)le7i&s: si6e and sha&e7i&s: si6e and sha&e

*eeth*eeth

milesmiles

ChinsChins

Com+inations of featuresCom+inations of features

acial hair

>ulfer, Mac, .D., Ama6in) >ace Readin), 899".


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basic comm skills 2012 lecture 1

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