Customer service - Communication Flashcards
(33 cards)
1
Q
What are the skills needed for effective communication (7)
A
- active listening
- speak clearly
- ask appropriate questions
- give accurate, relevant and up-to-date information
- provide additional information (e.g. product leaflets to take away)
- give extra help and time to customers with special needs or disabilities
- always preserve the customer’s confidentiality
2
Q
Why is communication a vital skill in the pharmacy (2)
A
- you will communicate with many individuals on a daily basis.
- This communication can occur in different ways – such as face-to-face, online on the telephone or via email.
3
Q
Who might you need to communicate with in the pharmacy (9)
A
- patients
- customers
- doctors
- receptionists
- carers
- relatives of patients
- wholesalers
- other pharmacists
- pharmacy staff.
4
Q
What may be the result of poor communication
A
if information is communicated incorrectly, it could undermine the individual’s confidence in the pharmacy or pharmacy staff.
5
Q
What are the types of communication (4)
A
- verbal communication - 7% of how a message is received.
- Paraverbalmakes up 38%
- body language (non-verbal communication) - 55%
- Therefore, non-verbal and paraverbal communication is important to consider when we are communicating alongside the words that we are saying.
6
Q
What is verbal communication (2)
A
- the words we use (our language)
- how these words are spoken (paraverbal) communication.
7
Q
What are the steps of active listening (5)
A
- You hear what the other person is saying
- You understand what you have heard
- You interpret what you have understood, without making assumptions
- It is only after you have gone through all three stages that you are ready to respond.
- The best way to listen without interrupting is to ensure that the other person has 100 per cent of your attention.
8
Q
In what ways can you show active listening (4)
A
- Be non-judgemental - it is important not to pass judgment or be critical towards individuals; everyone must be treated with the same level of respect
- Have eye contact and look at the other person
- Show empathy– empathy is being able to understand the feelings of another person; it is important to be able to imagine another person’s situation and share their emotions
- Nod your head
9
Q
What are examples of reflecting back phrases (5)
A
- So what you are saying is
- Let me check I have understood you properly
- In addition, the ‘pacing technique’ can be used to develop a conversation with an individual at a particular rate of speed.
- For example, a fast paced conversation may not gather all the required information
- however, conversely a short paced conversation may bring the discussion to a standstill.
10
Q
What are the different types of questions (4)
A
- Open– questions that invite a broad informative response (e.g. what? how? why?)
- Closed– questions that can be answered using simple yes, no or don’t know response
- Leading– questions that imply and prompt a certain response (e.g. You don’t drink do you?’ – this can make the individual feel obliged to respond with ‘No’ as the question can imply the patient should not be drinking alcohol at all)
- Probing– questions that encourage individuals to provide details or clarify a situation
11
Q
What are barriers to communication (5)
A
- Individual’s physical needs
- Individual’s psychological needs
- Individual’s emotional needs
- Environmental
- Individual
12
Q
what are examples of environmental barriers to communication (3)
A
- privacy
- distance
- noise
13
Q
what are examples of individual barriers to communication (12)
A
- attitude
- culture
- language
- emotion
- fear
- hearing
- level of knowledge
- religion
- speech
- state of health
- stress
- vision
14
Q
What are the para verbal features of communication (4)
A
- tone
- volume
- pitch
- rate of speech
15
Q
how does tone affect communication (2)
A
- The tone of voice is the delivery and quality of an individual’s words
- Our tone of voice can reveal how we feel and will come across more than the words we are saying
16
Q
how does volume affect communication (5)
A
- The tone of voice is the delivery and quality of an individual’s words
- Our tone of voice can reveal how we feel and will come across more than the words we are saying
- Most individuals speak with wide variations of volume depending on where and to whom they are speaking
- In the pharmacy, you need to keep your volume at a level which is loud enough for individuals to hear you,
- however low enough so that other people do not overhear you – especially if discussing a sensitive topic
17
Q
how does pitch affect communication (3)
A
- Our pitch range is the different levels of frequencies we use when we are speaking
- Changes in the level and range of pitch distinguish between different types of sentences
- For example, ‘the surgery is closed’ becomes a question if the pitch rises at the end of the phrase
18
Q
how does rate of speech affect communication (4)
A
- The rate of speech is the speed at which you speak
- if the rate of speech is fast, it may make it more difficult for the listener to understand
- The rate of speech can also be affected by emotion
- when someone is angry, their speech may get faster
19
Q
How does proximity and touch affect communication (4)
A
- Proximity is the distance that individuals keep between each other when speaking
- You will often be speaking to individuals across the medicines counter, which can act as a barrier
- There may be occasions when you take individuals to a consultation area
- paying attention to the individual’s body language will ensure you maintain a comfortable distance between yourself and the patient
20
Q
How does eye contact affect communication (2)
A
- Eye contact can help express emotion or interest during a conversation
- The amount of eye contact during a conversation can represent the level of interest in the conversation and provide a sign of confidence between the two individuals
21
Q
How does facial expression affect communication (3)
A
- Our facial expressions can show how we feel and portray different emotions including anger, disgust, fear, happiness, sadness and surprise
- It is important when talking to individuals that we maintain an interested and controlled facial expression
- You should also be aware that there are a number of medical conditions that may cause patients to have little or no control over their facial expression
22
Q
How does head movements affect communication
A
Nodding your head when you are listening is a good way to show that you are listening and paying attention
23
Q
How does hand and arm gestures affect communication (3)
A
- Gestures are body movements which can be used to express emotion
- Care should be taken to keep open hands and arms unfolded
- Certain medical conditions may cause individuals to make involuntary hand gestures
24
Q
How does body posture and movement affect communication (2)
A
- Posture refers to the position of the body and limbs, including the amount that the body leans forward and back – this is linked to how close you stand to another person
- An open body posture is more friendly, warm and inviting – this can be done by facing the person, slightly leaning towards them with arms that are open, rather than folded
25
What must you ensure during written communication (4)
1. the words and how the words are used is important.
2. consider the tone you use – including how you have written the words and how the other person may read them.
3. the words you use are appropriate, clear and understandable.
4. If there is a lot of information to write, consider using numbers or bullet points to keep it clear and concisefor the reader.
26
What are ways to meet person-centred care (6)
1. listening to people and understanding their needs and what is important to them
2. Involving and supporting people to enable them to make decisions about their own care, and health and well being
3. giving people informationthat they need in a way that they can understand, to enable them to make informed decisions
4. recognising and valuing diversity and respecting cultural differences
5. treating all people fairly regardless of their values and beliefs
6. not imposing their own values and beliefs on other people
27
What are the protected characteristics under the Equality Act 2010 (9)
1. age
2. gender reassignment
3. Being married or in a civil partnership
4. being pregnant or on maternity leave
5. disability
6. race (including nationality, ethnic or national origin)
7. religion or belief
8. sex
9. sexual orientation
28
What are examples of services/conditions that may be affected by the religion, personal values and beliefs of some members of the pharmacy team (7)
1. contraception – both regular and emergency
2. fertility medicines
3. mental health issues and treatments
4. substance misuse – for example, methadone treatment
5. sexual health – for example, chlamydia treatment
6. they must take steps to ensure that they still provide person-centred care.
7. They must not discriminate against a person because they follow or do not follow any religion, values or beliefs.
29
How can you ensure effective communication with patients who have a hearing impairment (5)
1. Speak in a quieter area
2. Talk slowly and clearly
3. Use leaflets or visual aids where available
4. Use of sign language
5. Use of an induction loop
30
How can you ensure effective communication with patients who have a speech impairment (3)
1. Ask individuals to write down what they are trying to say
2. Use of an interpreter
3. Try not to speak or finish the sentence of the person you are talking to
31
How can you ensure effective communication with patients who have a vision impairment (3)
1. Larger print on leaflets and signage
2. Provide verbal explanation
3. Use of Braille
32
How can you ensure effective communication with patients who have language differences (5)
1. Provide information or leaflets in different languages
2. Use of a formal interpreter, or family or friend to interpret being mindful of the situation as they may not be neutral and objective
3. Use of simpler or less complex language
4. Use of pictures to reinforce information
5. Use of ‘smart technology’ including translation apps on mobile phones
33
How can cultural beliefs of the individual cause potential barriers (6)
1. Definitions of illness – some individuals may not perceive themselves to be unwell
2. Health-seeking behaviour – some cultures rely more on alternative or complementary medicine
3. Perceptions of what to do when ill – some cultures stress self-reliance rather than seek formal help
4. Perceptions of healthcare – based on past negative experiences of healthcare facilities
5. consider and understand that individuals will have different levels of knowledge regarding health topics.
6. What may be obvious to you may not be for a customer. Jargon i.e. specific terminology, should not be used when communicating with individuals as they may not understand.
