Kimberly Young Pharm D BCPS Clinical Pharmacy Manager
Kimberly Young, Pharm. D, BCPS Clinical Pharmacy Manager September 29, 2016 Pharmacy Precepting Pearls of Practice Communication: A Two-Way Street
Objective Describe the important communication skills necessary between a preceptor and a learner.
Definition: ● Communication ● Effective Communication
Importance of Communication ● Relationship Builder ● “. . . remain the prime motivator for all that we do or don’t do. ” Basch
Improving Communication Skills
Engaged Listener ● Active Process ● Undivided Attention ● Honest and Respectful ● Bracketing
Empathy ● Identification ● Imitation ● Acquisition of Knowledge
Nonverbal ● Personal Space ● Eye Contact ● Touch
Nonverbal ● Body Movement ● Objects ● Tone
Delivery ● What is your purpose? ● No “reading between the lines” ● Do not muddy the water KISS: Keep It Short and Simple
Assertive ● Respect ○ Non-assertive ○ Aggressive ○ Assertive
Barriers in Communication
Environmental ● Noise ● Distraction ● Interruptions ● Comfort Level
Cultural ● Stereotypes ● Language ● Awareness
Semantics ● Faulty Translation ○ Denotative meaning ○ Connotative meaning ● Technical Jargon ● Making false assumptions
Psychological ● Lack of Empathy ● Anger ● Fear ● Excitement
Communication in Pharmacy
Why is communication important? ● Fosters relationships ● Promoting dialogue ● Engaging patients ● Optimizing patient outcomes
Set the stage ● Orientation ● Provide history of organization ● Give your professional history
Expectations ● Syllabus ● Schedule ● Clear and Concise ● Ask questions
Patient Interactions ● Interviewing Patients ● Educating Patients
Healthcare Providers ● Nurses ● Physicians ● Pharmacists ● Others
Written Communication ● Progress Notes ● Patient Cases ● Presentations ● Educational Handouts ● Medication Use Evaluation
Conclusion ● Communication is a learned skills that must be fostered and developed. ● Effective communication involves: ○ ○ being engaged listener having empathy understanding nonverbal communication being clear, concise, and assertive
Conclusion ● Barriers must be identified and considered in order for effective communication to occur. ● Communication is essential in pharmacy practice. ● As preceptors it is our responsibility to provide our students and residents with the opportunity to practice communication skills.
Question • All of the following are barriers to communication EXCEPT: A. B. C. D. Cultural Environmental Psychological Delivery
References Angelo, Gabriel (February 11, 2014). The 7 Effective Communication Skills: How to Be a Better Communicator Now. Retrieved from www. barnesandnoble. com. Beardskey, Robert. Communications Skills Development in Colleges of Pharmacy. American journal of pharmaceutical education. 2001; 65(4): 307 -314 Berger, Bruce (January 1, 2009)) Communication Skills for Pharmacists: Building Relationships. Retrieved from www. barnesandnoble. com Fadia T. Shaya, Ph. D, MPH and Confidence M. Gbarayor, MPH. The Case for Cultural Competence in Health Professions Education Am J Pharm Educ. 2006 Dec 15; 70(6): 124. Mesquita, Alessandra R. et al. Developing communication skills in pharmacy: A systematic review of the use of simulated patient methods. Patient Education and Counseling. 8(2), 143 - 148 Mind Tools Editorial Team. (Mind Tools Ltd, 1996 -2016. ) Active Listening: Hear What People are Really Saying. https: //www. mindtools. com/Comm. Skll/Active. Listening. htm Assessed August 255, 2016. Mind Tools Editorial Team. (Mind Tools Ltd, 1996 -2016. ) The 7 Cs of Communication: A Checklist for Clear Communication. https: //www. mindtools. com/pages/article/new. CS_85. htm. Assessed August 20, 2016. Mishra, Sneha (2016). Psychological Barriers to Communication. https: //www. businesstopia. net/communication/psychological-barriers. Accessed September 5, 2016. Parkhurst, Christine. Assessing and Improving Students' Verbal Communication Abilities in Pharmacy Courses (Galley). Am J Pharm Educ. 1994; 58(1). DOI: aj 580150. pdf Planas, L. G. , & Er, N. L. A Systems Approach to Scaffold Communication Skills Development. American Journal of Pharmaceutical Education, 2008; 72(2), 35. Randy P. Mc. Donough and Marialice S. Bennett. Improving Communication Skills of Pharmacy Students Through Effective Precepting. American Journal of Pharmaceutical Education. 2006; 70(3), 58. doi: 10. 5688/aj 700358 Robinson, Lawrence , Jeanne Segal, Ph. D. , and Melinda Smith, M. A. (June 2016) Effective Communication: Improving Communication Skills in Your Work and Personal Relationships. http: //www. helpguide. org/articles/relationships/effectivecommunication. htm. Accessed August 20, 2016. Samiksha S (2015) $ Different Types of Barriers to Effective Communication. http: //www. yourarticlelibrary. com/business-communication/4 -different-types-of-barriers-to-effective-communication/1004/. Assessed August 255, 2016. Sanah Hasan. A Tool to Teach Communication Skills to Pharmacy Students. American Journal of Pharmaceutical Education. 2008; 72(3), 67. doi: 10. 5688/aj 720367 Wallman A 1, Vaudan C, Sporrong SK. Am J Pharm Educ. Communications training in pharmacy education, 1995 -2010. 2013 Mar 12; 77(2): 36. doi: 10. 5688/ajpe 77236. 2011 - 2016 Skills. You. Need. com, Assertiveness: An introduction. http: //www. skillsyouneed. com/ps/assertiveness. html Assessed September 1, 2016. 2011 - 2016 Skills. You. Need. com, Barriers to Effective Communication. http: //www. skillsyouneed. com/ips/barriers-communication. html , Assessed September 1, 2016.
Contact Information Kim Young, Pharm. D, BCPS Clinical Pharmacy Manager 9601 Baptist Health Drive, Suite 330 Little Rock, Arkansas 72206 Phone: 501 -202 -2458 Email: Kimberly. Young@Baptist-Health. org
- Slides: 29