Lec 5 -Effective Communication Skills

Question 1

What does it mean to communicate effectively?

Answer 1

1. Listen effectively, speak and write clearly in english
2. Communicate effectively with persons from a diff background
3. Adapt communication to the situation
4. Establish and maintain effective working relationships

Question 2

How to practise pharmacy within NZ’s culturally diverse environment?

Answer 2

1. Self reflection to own cultural values
2. Identify cultural diversity of own practice
3. Respect individuals
4. Understand the impact of culture on health status and on maintenance of health
5. Identifies and works towards reducing factors that contribute to disparities in health outcomes

Question 3

Why is effective clinical communication skills important? (8 pts)

Answer 3

1. effective health care delivery
2. Satisfaction for patient and pharmacist
3. Better understanding and recall by patients
4. Improve self-management by patients of chronic conditions
5. Reduce complaints against pharmacists
6. Happy customers come back
7. Work effectively in teams and with employees
8. better work satisfaction

Question 4

How to establish initial rapport?

Answer 4

Greet, meet, task, ask.

1. Greet, introduce yourself and clarify your role
2. Ask for their name
3. Show interest and address appropriately

Question 5

What are examples of attitudinal barriers?

Answer 5

1. Stereotyping
2. Assumptions
3. Blaming
4. Lack of cultural understanding

Question 6

How to build rapport?

Answer 6

1. Show acceptance - acknowledge client’s point of view
2. Offer empathy and support- express concern and willingness to help. Acknoledge previous efforts to help self
3. Be sensitive
4. Professionalism

Question 7

What are some non verbal communcations skills?

Answer 7

1. Facial expression
2. Eye contact
3. Posture
4. Body movements, nodding, gestures
5. Use of space
6. Tone of voice, pace, silence
7. Physical contact
8. Environmental cues

Question 8

What are motions of active listening?

Answer 8

1/. Listening intently with whole body

2. Silence
3. Minimal encouragers
4. Reflective techniques
5. Summarising
6. Confronting
7. Open Questions

Question 9

What are some patient difficulties in communication?

Answer 9

1. Clients recall only 50% of content
2. Only 50% clients take medication as prescribed
3. Don’t assume client’s information needs
4. Too much jargon
5. Has the client understood the crucial parts of advice?

Question 10

What are the key communication tasks?

Answer 10

1. Find out what the patient wants to know- perception from prior experience.
2. Optimize recall and understanding
3. Achieve a joint understanding
4. Plan a future action and offer choices
5. Advise changes in behaviour if required