7/25/2019 Basic Comm Skills 2012 Lecture 1
1/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
2/41
7/25/2019 Basic Comm Skills 2012 Lecture 1
3/41
Communications *ool+o(Communications *ool+o(
otice this one is em&ty-
7/25/2019 Basic Comm Skills 2012 Lecture 1
4/41
7/25/2019 Basic Comm Skills 2012 Lecture 1
5/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
6/41
*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
7/25/2019 Basic Comm Skills 2012 Lecture 1
7/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
8/41
Patient nformationPatient nformation
>ull name>ull name
Address and &honeAddress and &hone
Date of +irth
7/25/2019 Basic Comm Skills 2012 Lecture 1
9/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
10/41
Patient Counselin)Patient Counselin)ame
7/25/2019 Basic Comm Skills 2012 Lecture 1
11/41
asic Communication 4ills inasic Communication 4ills in
Pharmacy PracticePharmacy Practice
7/25/2019 Basic Comm Skills 2012 Lecture 1
12/41
*he Communication Model*he Communication Model
7/25/2019 Basic Comm Skills 2012 Lecture 1
13/41
*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#.
7/25/2019 Basic Comm Skills 2012 Lecture 1
14/41
arriers to communicationarriers to communication
Pharmacy FnironmentPharmacy Fnironment
7/25/2019 Basic Comm Skills 2012 Lecture 1
15/41
arriers to communicationarriers to communication
Pharmacy FnironmentPharmacy Fnironment
7/25/2019 Basic Comm Skills 2012 Lecture 1
16/41
arriers to communicationarriers to communication
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.htm7/25/2019 Basic Comm Skills 2012 Lecture 1
17/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
18/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
19/41
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(
7/25/2019 Basic Comm Skills 2012 Lecture 1
20/41
ome sam&les of facial +ody lan)ua)e-.ome sam&les of facial +ody lan)ua)e-.
7/25/2019 Basic Comm Skills 2012 Lecture 1
21/41
7/25/2019 Basic Comm Skills 2012 Lecture 1
22/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
23/41
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-
7/25/2019 Basic Comm Skills 2012 Lecture 1
24/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
25/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
26/41
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?
7/25/2019 Basic Comm Skills 2012 Lecture 1
27/41
Perce&tionsPerce&tions
http://../perception.wmvhttp://../perception.wmvhttp://../perception.wmv7/25/2019 Basic Comm Skills 2012 Lecture 1
28/41
>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*
7/25/2019 Basic Comm Skills 2012 Lecture 1
29/41
7/25/2019 Basic Comm Skills 2012 Lecture 1
30/41
7istenin)7istenin)
7/25/2019 Basic Comm Skills 2012 Lecture 1
31/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
32/41
7/25/2019 Basic Comm Skills 2012 Lecture 1
33/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
34/41
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"
7/25/2019 Basic Comm Skills 2012 Lecture 1
35/41
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"
7/25/2019 Basic Comm Skills 2012 Lecture 1
36/41
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:
7/25/2019 Basic Comm Skills 2012 Lecture 1
37/41
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).
7/25/2019 Basic Comm Skills 2012 Lecture 1
38/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
39/41
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
7/25/2019 Basic Comm Skills 2012 Lecture 1
40/41
>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".
7/25/2019 Basic Comm Skills 2012 Lecture 1
41/41