Phar 1821 (2022) week 3 lecture note
Week 2 & 3 – Communications #1,2
LO 1. Understand the difference between a social and professional
relationship
2. Define & give examples of open- and closed- questions
3. Define & give examples of rapport, empathy, and active listening
4. State the differences between aggressive, assertive, and passive
behaviours
5. Describe the benefits of patient-focused communication
Previous lecture - Patient centred care focus
(information - Clinical decision making
gathering) - Communication mnemonics:
o WWHAM
o WHAT STOP GO
o ENCORE
o ASMETHOD
o SITDOWNSIR
- Barriers to communication; physical barriers & how to manage
them
- Environment
PSA Competency Pharmaceutical Society of Australia (PSA) Competency Standards
Standards - Communicate respectfully and with tact
- Express thoughts clearly
- Use a communication style appropriate to the audience and the
material
- Check that information provided has been received and
understood
- Listen effectively
- Importance of feedback
- Identify barriers to communication & how to minimize
Why else do we - Clear communication necessary for counselling
include this topic o e.g., consumer medications information leaflet; it’s v
in our studies? densely written (lots of info), so you can’t possibly cover
all. You not only need to know the medication v well, but
you also need to be able to lead your patient through the
key aspects of the medication/when & how to take it, etc.
- Poor communication leads to poorer adherence to medications
(=> patients less likely to take it correctly)
- Poor communication stops patients from asking questions
- Good communication will increase your customer base
Skills you’d want - Establish rapport with your patients (& colleagues)
to have - Effective listening skills
, - Be able to ask open-ended questions & know when they are
appropriate
- Ask closed questions appropriately
- Be able to summarize info received & given
i.e., being able to feedback on the story you’ve heard from your patient;
check your understanding about what’s happening to them & check that
the info you have imparted to your patient has been understood by your
patient
- Use lay language
o Plain language while maintaining your professional stance
(rather than using complicated medical terms/jargons)
o adapting your language to the needs of individual patients
+ body language imp
- Demonstrate empathy
Communication - Communication is conferring through speech, writing, or non-
verbal means (incl. Body language) to create a shared
meaning/understanding
- 2-way process (making sure that the info you have imparted is not
just been heard, but been understood)
- Effective communication: when what ppl intended to say has
been heard and the ppl involved have reached a point of shared
meaning
Just bc you have said it doesn’t mean that the person has heard and
understood.
First Pharmacist:
communication Poor listener
video – clip - Talked over the patient
analysis - Got distracted
- Interrupted the patient
- Missed non-verbal cues from patient
- Used unfriendly non-verbal cues: hands on hips/shrugging
shoulders/putting hand up to stop her speaking
- Failed to summarize back to the patient what was heard
Poor questioner
- Asked no open-ended questions
- Failed to reflect back to patient’s answers
- Did not question the patient with tact, discretion or sensitivity
Professional vs. Professional Social
Social - More Planned, formal - Spontaneous/planned
Relationship (e.g., specific health issues) - Focused on your needs
- Adaptive to the client’s (you & your friends, both
needs sides sharing personal
- Educational
, - Often brief & short term, experiences, so focus can
can be superficial be on you as well)
- Uses technical language - Language less formal,
- Often less self-disclosure technical, but can be
(bc there’s more sharing jargonized (I.e. use of text;
from the patient, less of c u @ 6)
sharing about - Often involves a deeper
you/pharmacist; so dif level of self-disclosure &
from friendship) intimacy
- Dif boundaries to a - Can last for many years
friendship (I.e. - You have a choice (I.e. you
confidentiality ethical & can choose your friends in
privacy issues covered by your social relationships)
law) -
- Potential power imbalance
between pharmacist &
patient (bc pharmacist is
the holder of expert
knowledge and the
products, it might be
manipulated/affect
negatively)
- Cannot choose your
patients unless you’re a
boss
Behavioural Behavioural Features
styles style
Aggressive - Ppl not respecting rights, beliefs, values of
others
- Physically and/or verbally dominating
o Body language – abusive
o Verbal language
e.g., interrupts, loud, *‘stand-over’ tactics
Blames, criticizes, threatening
* Using intimidation/threat of force to coerce others into
submission/compliance
“Closing down the conversation”
Assertive (it’s a professional behaviour)
- Respects rights, beliefs, values of self & others
- Use ‘I’ statements
- Expect to be respected & respects others
- Willing to communicate
Week 2 & 3 – Communications #1,2
LO 1. Understand the difference between a social and professional
relationship
2. Define & give examples of open- and closed- questions
3. Define & give examples of rapport, empathy, and active listening
4. State the differences between aggressive, assertive, and passive
behaviours
5. Describe the benefits of patient-focused communication
Previous lecture - Patient centred care focus
(information - Clinical decision making
gathering) - Communication mnemonics:
o WWHAM
o WHAT STOP GO
o ENCORE
o ASMETHOD
o SITDOWNSIR
- Barriers to communication; physical barriers & how to manage
them
- Environment
PSA Competency Pharmaceutical Society of Australia (PSA) Competency Standards
Standards - Communicate respectfully and with tact
- Express thoughts clearly
- Use a communication style appropriate to the audience and the
material
- Check that information provided has been received and
understood
- Listen effectively
- Importance of feedback
- Identify barriers to communication & how to minimize
Why else do we - Clear communication necessary for counselling
include this topic o e.g., consumer medications information leaflet; it’s v
in our studies? densely written (lots of info), so you can’t possibly cover
all. You not only need to know the medication v well, but
you also need to be able to lead your patient through the
key aspects of the medication/when & how to take it, etc.
- Poor communication leads to poorer adherence to medications
(=> patients less likely to take it correctly)
- Poor communication stops patients from asking questions
- Good communication will increase your customer base
Skills you’d want - Establish rapport with your patients (& colleagues)
to have - Effective listening skills
, - Be able to ask open-ended questions & know when they are
appropriate
- Ask closed questions appropriately
- Be able to summarize info received & given
i.e., being able to feedback on the story you’ve heard from your patient;
check your understanding about what’s happening to them & check that
the info you have imparted to your patient has been understood by your
patient
- Use lay language
o Plain language while maintaining your professional stance
(rather than using complicated medical terms/jargons)
o adapting your language to the needs of individual patients
+ body language imp
- Demonstrate empathy
Communication - Communication is conferring through speech, writing, or non-
verbal means (incl. Body language) to create a shared
meaning/understanding
- 2-way process (making sure that the info you have imparted is not
just been heard, but been understood)
- Effective communication: when what ppl intended to say has
been heard and the ppl involved have reached a point of shared
meaning
Just bc you have said it doesn’t mean that the person has heard and
understood.
First Pharmacist:
communication Poor listener
video – clip - Talked over the patient
analysis - Got distracted
- Interrupted the patient
- Missed non-verbal cues from patient
- Used unfriendly non-verbal cues: hands on hips/shrugging
shoulders/putting hand up to stop her speaking
- Failed to summarize back to the patient what was heard
Poor questioner
- Asked no open-ended questions
- Failed to reflect back to patient’s answers
- Did not question the patient with tact, discretion or sensitivity
Professional vs. Professional Social
Social - More Planned, formal - Spontaneous/planned
Relationship (e.g., specific health issues) - Focused on your needs
- Adaptive to the client’s (you & your friends, both
needs sides sharing personal
- Educational
, - Often brief & short term, experiences, so focus can
can be superficial be on you as well)
- Uses technical language - Language less formal,
- Often less self-disclosure technical, but can be
(bc there’s more sharing jargonized (I.e. use of text;
from the patient, less of c u @ 6)
sharing about - Often involves a deeper
you/pharmacist; so dif level of self-disclosure &
from friendship) intimacy
- Dif boundaries to a - Can last for many years
friendship (I.e. - You have a choice (I.e. you
confidentiality ethical & can choose your friends in
privacy issues covered by your social relationships)
law) -
- Potential power imbalance
between pharmacist &
patient (bc pharmacist is
the holder of expert
knowledge and the
products, it might be
manipulated/affect
negatively)
- Cannot choose your
patients unless you’re a
boss
Behavioural Behavioural Features
styles style
Aggressive - Ppl not respecting rights, beliefs, values of
others
- Physically and/or verbally dominating
o Body language – abusive
o Verbal language
e.g., interrupts, loud, *‘stand-over’ tactics
Blames, criticizes, threatening
* Using intimidation/threat of force to coerce others into
submission/compliance
“Closing down the conversation”
Assertive (it’s a professional behaviour)
- Respects rights, beliefs, values of self & others
- Use ‘I’ statements
- Expect to be respected & respects others
- Willing to communicate
