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Communication skills
- 1. 12/13/2022 1 1 اﻟرﺣﯾم اﻟرﺣﻣن ﷲﺑﺳم Dr. khaled Alhumaidha Assistant Professor of Pharmacology and Toxicology Introduction to Communication Skill Prepare by:Dr. khaled Alhumaidha
- 2. 12/13/2022 2 Lecture item Lecture item What is Communication? Communication Skill the goals of communication Skills Necessary for Pharmacist- Patient Communications THE TYPES OF COMMUNICATION Communication Communication It is the transfer of information, ideas, feelings with or without the use of words (signals). It is the process in which messages are generated and sent by one person and received and translated by another person. • The goal of all commination is understanding.
- 3. 12/13/2022 3 Communication isthe process of passing information and understanding the same from one person to another. Thus, communication means to understand information, facts or opinions of someone. Over 70% of our time is spent communicating with others, and that’s the one interaction every person must do. Everyone must communicate their needs and ideas. Skill Skill Definition: the ability, coming from one's knowledge, practice, aptitude, etc., to do something well ▪By definition a skill requires practice •Rarely can individuals do something well without practice •Challenges: ❖New situations require altered ways of communicating ❖No two patients are alike
- 4. 12/13/2022 4 What you sayand how you say it Communication Skill What you say and how you say it
- 5. 12/13/2022 5 (REASONS WHY PEOPLECOMMUNICATE) THE GOALS OF COMMUNICATION (REASONS WHY PEOPLE COMMUNICATE) To Increase Our Personal Awareness To Improve Our Social and Professional Relationships To Change Other People’s Beliefs, Values, and Attitudes
- 6. 12/13/2022 6 Why are goodcommunication skills important to a pharmacist? Why are good communication skills important to a pharmacist? The communications skills of a pharmacist are very important. Effective communication with patients is essential and improves health outcomes . The World Health Organization (WHO) report entitled “The role of the pharmacist in the health care system: preparing the future pharmacist” identified the pharmacist as a “communicator” It is vital for the pharmacist to be able to communicate to the patient the correct way to take the drug, and to effectively answer the patient’s questions about any possible drug interactions. the pharmacist must be skilled in not only noticing prescribing mistakes, but in communicating those mistakes to the prescriber so that they can be corrected. Pharmacists also work in hospitals and must be able to communicate effectively with the doctors, nurses, and pharmacy technicians who work there, to coordinate appropriate patient care and drug therapy
- 7. 12/13/2022 7 Poor communicationbetween pharmacists and patients may result in an inaccurate patient medication history inappropriate therapeutic decisions may contribute to patient confusion no adherence Poor communication between pharmacists and physicians, pharmacists and nurses, and pharmacists and pharmacists may harm patients if important information is not exchanged in an appropriate and timely manner Fortunately, communication skills can be learned. One incentive for improving communication skills is that pharmacists with excellent communication skills are likely to have very satisfying and successful careers. Effective communication between pharmacists and patients or family members is extremely important to pharmaceutical care. Ineffective communication leads to confusion and misunderstanding and may contribute to inappropriate decisions regarding drug therapy
- 8. 12/13/2022 8 Pharmacist-Patient Communication Pharmacist-Patient Communication imagine that you've just left your doctor's office with a prescription for some medication. When you go to pick up the medication at the pharmacy, no one says anything to you. They just hand you the bag with the medication and take your money, and send you on your way. At home you examine the label on the prescription bottle. It says: 'Prednisone 250 mg tablets. 1 tablet q12h PO.' What does that mean? people may use medication the wrong way, either overdosing or under-dosing, which can lead to serious health-related problems. This is why proper communication between pharmacists and patients is critical. Skills Necessary for Pharmacist-Patient Communications Keep it short. Use shorter words and sentences as well. Be specific when you're communicating with patients. For example, instead of saying 'people take this medication once every 12 hours' you can say something like 'you should take this medication once every 12 hours.' Or, even better, 'take one tablet at 8 a.m. and one tablet at 8 p.m. every day.‘ Choosing words wisely: Pharmacists need to choose their words carefully to minimize confusion and maximize patient understanding
- 9. 12/13/2022 9 Benefits of communicationto the patient Benefits of communication to the patient Reduced errors in using medications Reduced noncompliance Reduced adverse drug reactions Reassurance that medications are safe and effective Additional explanation about their illness Assistance with self-care
- 10. 12/13/2022 10 Benefits of consultationto the pharmacist Benefits of consultation to the pharmacist Legal protection since pharmacists may be held accountable for injury resulting from insufficient information provided to the patient Maintenance of professional status as a part of the health care team Increased job satisfaction An added service to attract customers and an aid in market competition Reduced job stress (the pharmacist gains the patient trust and cooperation)
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- 12. 12/13/2022 12 THE TYPES OFCOMMUNICATION THE TYPES OF COMMUNICATION Interpersonal communication: — communication that occurs during “face-to face” conversations and interactions. Intrapersonal communication: any communication that transpires within an individual. Examples include thinking, daydreaming, meditating, and “talking to yourself.”
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- 14. 12/13/2022 14 THE TYPES OFCOMMUNICATION THE TYPES OF COMMUNICATION Mass communication (mass media): involves a person or organization that disseminates a message through mass media (such as television, radio, the Internet, or social media) to reach other individuals in the population at the same time. THE TYPES OF COMMUNICATION THE TYPES OF COMMUNICATION Group communication: any communication that takes place between two or more persons in a group setting or context. Intercultural communication: human communication or behavior between people of different races, ethnic backgrounds, an cultures.
- 15. 12/13/2022 15 Interactive communication Interactive communication Interactive communication is a process that facilitates a dialogue to provide multiple opportunities to accurately interpret meaning and respond appropriately. An interactive model is similar to a discussion rather than a lecture
- 16. 12/13/2022 16 The pharmaceutical helping model Thepharmaceutical helping model The patient talks and the pharmacist assists the patient with exploring the problem and possible solutions Facilitates a discussion between the pharmacist and the patient and allows the pharmacist to gather more information to improve therapeutic outcomes. Interactive communication Interactive communication Requires five key elements: open-ended questions; awareness of nonverbal cues active listening reflective responses verification of understanding.
- 17. 12/13/2022 17 Open-ended questions Open-ended questions A key component of interactive communication are questions that start with who, what, where, when, how and why and require more than a yes/no response Closed-ended questions elicit yes/no responses and limit the information sought from the receiver These types of questions should be avoided
- 18. 12/13/2022 18 Open-ended questions Open-ended questions Scenariotwo Closed-ended: "Do you know how to take your medication?" "Yes.“ Open-ended: "What did the doctor tell you about taking the medications?" Nonverbal cues Nonverbal cues Facial expressions, body posture, gestures, tone of voice and use of eye contact are all forms of nonverbal communication Are critical for effective communication What we say and how we say it must have the same meaning
- 19. 12/13/2022 19 Positive Nonverbal cues PositiveNonverbal cues is either a conscious or an unconscious expression of negative feelings through movements of the body. Poor stance or posture Arms Crossed Over the Chest Nail Biting Negative Nonverbal cues Negative Nonverbal cues
- 20. 12/13/2022 20 Hand Placedon Cheek and Biting Your Lip Tapping or Drumming Fingers Touching Your Nose Placing Your Fingertips Together Negative Nonverbal cues Negative Nonverbal cues Head In Hands Pulling Your Ear Sitting on the Edge of Your Seat Crossing Your Ankles Touching or Fixing Your Hair
- 21. 12/13/2022 21 Negative Nonverbal cues NegativeNonverbal cues Active listening Active listening Studies show that most people are not good listeners. In pharmacy practice environments, listening skill may be further challenged by the perception or reality of little time and by the attitudes of the listener and/or the speaker Pharmacists tend to be busy people
- 22. 12/13/2022 22 Active listening Active listening The following are specific habits that may interfere with an individual's ability to listen. Also listed are recommendations for improving one's listening ability. 1- Trying to do two or more things at once. This lack of attention comes across as a lack of interest in the other person and what they are saying to you. Solution: Get rid of distractions. Active listening Active listening 2- Jumping to conclusions before a person has completed his or her message. The result is you only hear part of what was said. Solution: Stop talking, you can't listen if you are talking. 3- Communicating stereotypes that you have internalized. Solution: React to the information, not the person.
- 23. 12/13/2022 23 Active listening Active listening 4- Faking interest in what is being discussed. Solution: Use good eye contact, this will help you concentrate. 5- Judging the individual based upon his or her appearance or condition. Solution: Focus on content, nonverbal cues and the manner in which something is said. 3-Reflective responses 3-Reflective responses Reflect back to the sender the receiver's understanding of both the content of what was said and the feelings that were expressed. they enable the receiver to check for the level of understanding of the information delivered from the sender they are a powerful tool in establishing rapport with patients, other pharmacy personnel and other healthcare providers.
- 24. 12/13/2022 24 Reflective responses Reflective responses Scenario Patient: "I'm just not sure about this medicine." Pharmacist: Imagine a reflective response you could use. Then compare it to the examples. Suggested responses: "It seems that you are concerned about your prescriptions," or "You appear to be feeling unsure about your prescription. Verification of understanding Verification of understanding Verifying understanding prevents misunderstandings. it is a checkpoint for communication. This process involves asking the receiver to state back the message that was sent by the sender and enables confirmation of what a person knows ... Not what we think they know. This tool confirms that the sender's message was translated as intended.
- 25. 12/13/2022 25 Effective communication Effective communication Effective communication is a dynamic process that requires using a wide variety of skills. Those discussed in this program include use of open-ended questions, nonverbal cues, listening skills, reflective responses and verifying understanding. How do we learn to put all of this together? We must practice, practice, practice and practice.