Title 28. COMMUNICATION SKILLS, INCLUDING PATIENT COUNSELLING TECHNIQUES, MEDICATION HISTORY INTERVIEW, PRESENTATION OF CASES.pdf ✅

PHARMD GURU Page 3 COUNSELING CONCLUSION STEPS: 1. Verify the patient understanding via feedback. 2. Summaries by acknowledging or emphasizing key points of information. 3. Provide an opportunity for final concerns or questions. 4. Help the patient to plan, follow up and next consecutive steps. INTERACTIVE COMMUNICATION SKILLS REQUIRES: (FIVE KEY ELEMENTS) 1. Open‐ended questions. 2. Awareness of non-verbal cues. 3. Active listening. 4. Reflective responses, and 5. Verification of understanding. 1. OPEN ENDED QUESTIONS: • A key component of interactive communication is using open‐ended questions. • Open‐ended questions are questions that start with who, what, where, when, how and why and require more than a yes/no response to these questions encourage disclosure of information. • Closed‐ended questions and leading/restrictive questions elicit yes/no responses and limit the information sought from the receiver. These types of questions should be avoided. Example: 1. Closed‐ended: "Do you know how to take your medication?" "Yes" 2. Leading/restrictive: "You're familiar with your medications, aren't you? “Yes” 3. Open‐ended: "What did the doctor tell you about taking the medications?
PHARMD GURU Page 4 2. AWARENESS OF NON-VERBAL CUES: 1) Appropriate nonverbal cues are also critical for effective communication. • Facial expressions. • Body posture. • Tone of voice and • The use of eye contact. 2) All are the forms of nonverbal clues. Skilled use of our nonverbal communication can make the difference between successful interactive dialogues and frustrating non-productive encounters. 3) What we say and how we say it must have the same meaning. When nonverbal cues are inconsistent with the words spoken, people tend to believe the nonverbal message. APPROPRIATE NON‐VERBAL CLUES: 1. Friendly and smiling facial expressions. 2. Varied eye contact (consistent, but not startling.) 3. Professional appearance. 4. Relaxed, warm and comfortable gestures. 5. Attentive body posture (slightly leaning forward). 6. Appropriate personal space (18‐48 inches). 7. Varied voice rate and volume to keep the individual interested. However, a high pitched voice should be avoided. DISTRACTING NON‐VERBAL CLUES: 1. Lack of eye contact may indicate little confidence or interest. 2. Insufficient spatial discomfort (causing discomfort). 3. Un-favourable tone of voice (can upset the people and create an unintended meaning). 4. Slouching or weight shifted to one side (may indicate lack of interest). 5. Messy work environment.